Gainsight is a great customer success tool
March 16, 2017
Gainsight is a great customer success tool
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Our customer success team uses Gainsight to measure our deployment health, project manage our deployments, and send customer emails.
- Gainsight's rules engine is really straightforward to use and I love that someone with little programming knowledge can set up rules to fire Calls to Action and make sure project tasks are getting completed.
- The ability to use the tool to look at customer usage and pull that data into emails is really huge. We haven't been able to use that feature just yet, but I'm looking forward to using it with our clients soon.
- Measuring health of our deployments, in a standard fashion, across the team, is really important. It allows us to see and address risks before they become bigger issues.
- We'd like to see the reports function become more useful. We want to be able to pull data from multiple objects without having to set up complex custom MDA tables and rules, and we should be able to include tables from the reports in emails.
- I'd also like to see relationship health reporting become more robust. I currently have to export our relationship health scores every Monday morning to a customized google sheet in order to color the values and provide that as the executive report to our leadership team.
- Setting up and testing outreaches could also be easier. It should be much more straightforward to put together test outreach lists.
- Sending out reports from the dashboard function is fairly crude. The powerpoint formatting is not well done and as a result the reports don't look very professional and I think often get ignored when sent to our team. We should be able to export the dashboard in an email format to our internal team.
6 to 10 people
- Boosted employee efficiency
- Increased Customer Success team visibility within the organization
I use the Gainsight community for support questions often and really value that the Product Team is active within the forums. It makes me feel as if my voice and requests are being heard.
I can't remember the name of the only other one I looked at, but it didn't take into account customer usage data and did not integrate with Salesforce.com, so it wasn't useful to us at all.