Great for new and growing CS teams!
June 07, 2017
Great for new and growing CS teams!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We have Gainsight visible to all customer facing representatives at our organization but it is primarily used by our Customer Success and Technical Support teams. Gainsight helps to provide customer health, NPS, and sponsor tracking details for all of our accounts. It is also a one-to-many email platform for our CS to use without needing to work with Marketing on templates or campaigns.
- Sponsor Tracking - This is my favorite feature and keeps me in tune with organizational changes with my customers.
- NPS Surveys - This is vital for our support team.
- Customer Health - This is configurable to meet what measures health to us.
- Speed - Gainsight panels and data take a while to load.
- CTA based emails - Would love to be able to link CTAs to CoPilot to trigger emails or auto generate email lists based upon cta criteria such as usage drops or select user actions.
6 to 10 people
- Increased visibility of CSM activities across the organization
- Improves CSM processes
- Integration to NPS scoring
My favorite is Pulse. I always walk away with plenty of ideas, awesome networking, and topics for team meetings. We are an advanced CSM organization so some of the content is validation of what we already do as well as good reminders of the basics we need to revisit. Always a blast and I look forward to it every year.