Gainsight - gives you FULL insight into customers!
June 14, 2016
Gainsight - gives you FULL insight into customers!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
The ways in which we use and plan to use Gainsight include implementing and tracking training survey responses, tracking our product's API data (usage data), incorporating with the sales process in Salesforce (onboarding, training, stage changes and providing insight on those stages to the sales team), tracking sponsors within our client organizations, integrating with Zendesk and viewing customers' tickets, utilizing Google analytics, and more.
- Integrations with current systems such as Zendesk, Google Analytics, Salesforce as well as our product's API. Incorporating data from our product's API into Gainsight's MDA has been crucial for our one-to-one success outreaches.
- Easily allows the sales team and engineering team to view (in a very simple interface) the stage of a customer, their requests, and their interactions with our customer success team.
- Gainsight has a wealth of community support and support mechanisms in their organization. I particularly believe that their community site, in which customers and employees can interact based on feature requests or bugs/issues is perfect for an organization in its Gainsight implementation phase that needs direction on certain aspects regarding attaining optimal value from purchasing Gainsight.
- Some functionality is missing such as customization in surveys - this is a big one for us. We may have to use another service in order to compensate for the lack of html and css formatting/styling that Gainsight doesn't yet allow in their surveys.
- There should be additional administrative privileges within Gainsight so that certain people can't access whole pages of the interface such as playbooks or surveys, etc.
- Definitely faster lead conversion and onboarding experiences.
- Automation of onboarding after a sale is won has been key - a customer will experience onboarding and training based on automated rules that send out our branded emails to customers immediately after a sale has closed.
- Giving transparency to our teams within our organization relating to customers is HUGE.
- Our employees are much more efficient because they know where to look for customer-related data, especially if one employee is covering the workload of another due to employee churn or vacation, etc.
- Communicating customer success to the executive level has never been easier and ROI is transparent when the executives can see Gainsight C360 views as well as reports generated.
I love that there are so many customer success related activities that can all be streamlined in one interface using Gainsight. These activities include training survey responses, tracking our product's API data (usage data), incorporating with the sales process in Salesforce, utilizing Google analytics, etc. I also love that they take feature requests into consideration often and have a highly active support community.
Other products did not have EVERYTHING that Gainsight has and Gainsight's range of customer experience was much greater than others. We also want to implement things such as Fullstory, which Gainsight doesn't currently support, but there are other products related to Fullstory that Gainsight does support and other Gainsight-similar products do not support those types of products.
Other products did not have EVERYTHING that Gainsight has and Gainsight's range of customer experience was much greater than others. We also want to implement things such as Fullstory, which Gainsight doesn't currently support, but there are other products related to Fullstory that Gainsight does support and other Gainsight-similar products do not support those types of products.
6 to 10 people