Gainsight Review
May 16, 2016

Gainsight Review

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is currently used by our Customer Success, Customer Support, and Go-To-Market Operations team. We use the Playbooks and CTAs to drive new hire onboarding, customer onboarding, and issue resolution. We use the dashboards and score cards to drive customer health meetings and executive review meetings as well. We are looking forward to implementing CoPilot to begin automating aspects of the customer lifecycle and scale our Customer Success Team! Gainsight has been a great tool and I'm looking forward to leading the implementation!

Pros

  • Score cards--very organized and easy to manage
  • Automation
  • CTA & Playbooks

Cons

  • More flexibility on C360
  • Semi-automation with CoPilot
  • Dashboards
  • Faster employee onboarding/ramp time
  • More transparency to red accounts--churn anaylsis
  • Automation to increase CSM effieciency
6 to 10 people
Gainsight has been great for new hire onboarding, we're excited to build this out further.

Gainsight CS Feature Ratings

9.0
Product usage
9
Help desk / support tickets
9
9.3
NPS surveys
7
Sponsor tracking
9
Customer profiles
10
Automated workflow
10
Internal collaboration
9
Customer health scoring
10
Customer segmentation
10
9.3
Customer health trends
10
Engagement analytics
10
Revenue forecasting
8
Dashboards
9
9.0
Role-based user permissions
9
8.7
API
8
Integration with Salesforce.com
10
Integration with Marketo
8
Integration with Eloqua
Not Rated

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