Rocking Customer Success with Gainsight
June 03, 2016
Rocking Customer Success with Gainsight
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is primarily used by the customer success team to help us manage existing customers. The CSMs use it on a daily basis for customer account management, CTAs, reporting, research, data storage, health checks and EBRs. We also have some members of the renewal sales team and pre-sales team that have access in order to see trending customer usage data and scorecard status. Gainsight has helped us address the issue of understanding usage trends across a customer or groups of customers in order to spot patterns that we can address before it becomes a fire. Gainsight also helps us assemble data that we use in our daily work with customers to show them where they are utilizing the platform fully and where they could get more value for their investment in Brainshark.
- Scorecard is excellent. Very well conceived and easy to modify and maintain. This is critical in our efforts to identify churn risk before it happens.
- Customer Service & Support is outstanding. I have found that they people at Gainsight are serious about customer service and act accordingly. This value is critical to us because we share the same value here at Brainshark and want to engage with vendors that are responsive, respectful and want us to be successful.
- Customer 360 view has evolved beautifully. This is truly a 360 view of the customer and becomes the one stop shop for the CSM. In this age where data is all over the place - it is great to have an efficient alternative that helps the CSM do their job.
- On-going development and thought leadership are incomparable. Gainsight is serious about its business and equally serious about its market/industry. I appreciate the leadership shown by them in the customer success space and frequently utilize the best practices and industry content that they put forward. This support goes well beyond the software and service and adds another layer of service and benefit to the customer community.
- One area where there has been improvement and there is room for more is in the reporting area. We still tend to use Salesforce reports for many areas because it is easier to manage and maintain. They have made some gains in this area but reporting would be much more useful with an overhaul focused on both UI/ease of use and data access.
- Gainsight has made tremendous gains in the area of usage data, graphs and exports. But there is still plenty of room for growth, sophistication, flexibility and UI in this area as well. It takes too long in some cases to get exactly the data set the CSM is looking for which decreases efficiency and satisfaction with this part of the service.
- We have been able to move the needle by 10% since we began using Gainsight. It is not he only reason for this but it is a big part of our increased performance.
- Having one place to go for data has made us more efficient which has freed up time for helping customers.
11 to 25 people
Gainsight CS Feature Ratings
Gainsight Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes - Yes. IT was processed quickly, responded to quickly and then updated at the earliest release. Very positive