Gainsight - A Must If You Care About Customer Success
June 23, 2016

Gainsight - A Must If You Care About Customer Success

Ray Lau | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

We use Gainsight to monitor the customer's use of the application and measure their health score in relation to our app. We also use it to drive communication to customers. It is currently being used by the Customer Success team. Gainsight gives us the visibility we need as a company to know how customers are doing. I love the NPS Survey feature and how that helps identify advocates.

Pros

  • Visibility to health of customers
  • Communication with customers
  • Feedback on product

Cons

  • Reporting
  • Ability to reduce churn
  • Ability to help identify advocates
Totango seemed like it was much more difficult to integrate with our application. The data we received from it was not accurate. Gainsight has been a much better experience.
It is great for SaaS applications to know how customers are doing.

Gainsight CS Feature Ratings

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

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