A growing company with a desire to learn all that GS has to offer
March 08, 2017
A growing company with a desire to learn all that GS has to offer
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Currently, only our Customer Success department is using Gainsight. We are slowly growing a success operations team, and as we do, they are starting to use the software more and more. We use it to track overall happiness with our product and healthiness with our company and adoption of our product.
- Easy to use interface
- Love the timeline feature to easily see a history of interactions
- Historical tracking of usage
- Reporting across various data sources is limited
- Their usage data is auto-aggregated and cannot be customized
- Rules based logic is not often intuitive. You need to learn to think in "gainsight" ways
11 to 25 people
- More accurate reporting and expanded capabilities
- More accountability for CSM successes and failures
- House various metrics and data sources under one roof which improves efficiency of the CSMs
I post on the community when I have product requests or ideas that support doesn't have solutions to and they send me there. The response rate there is hit and miss. Sometimes there is immediate follow through from the product teams but others are never responded to. We attended Pulse last year, but are sending more representatives this year as we found it very useful.
We switched to Gainsight only a month or so after I started with ServiceTitan. I was not involved in the decision-making process nor was I all that familiar with our previous software. We were using Close.io, and what I remembered most about their limitations was the lack of historical tracking. It was all stagnant.