Gainsight will change the way you see customers.
August 09, 2017
Gainsight will change the way you see customers.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
GainSight is a fantastic tool that allows your engagement team to see the life cycle of a customer. From the first day they sign up to the day they leave (which hopefully will never happen). GainSight will trigger tasks for you team to follow up with customers that show symptoms of churning so that you can head it off long before it happens.
- Customer Tracking is accurate and easy to read!
- They have a fantastic and helpful team. They are responsive and knowledgeable. You will never be left out in the cold.
- Easy to set up (at least in comparison to other internal tech we've used).
- These are all knit picks, loading can be slowish, but I would say that is industry wide. There's a lot of data to sort through.
- There has been syncing issues in the past with Salesforce (But I would assume that it is partly SF's fault).
11 to 25 people
- If upsells were a game of golf, GainSight skips you straight to the green. Nothing can guarantee success, but you will have a lot higher chance of a hole in one.
- Retention was our major concern, we had a lot of churn leaking. We are now able to stop it long before it can take root.
- A surprise advantage of software like this, employee onboarding is a lot more straightforward, No more guessing or assuming, you can know the exact symptom of your customer has before they churn.
I don't know what to say other than they are great. I haven't referenced them in over a year, but I doubt they went down in value. :) Keep it up team!
As with all tools, there are alternatives, and factors beyond anyone's control may sway your decision. I have personally used Intercom, Totango, ClientSuccess and Evergage. All were great for different reasons, and I suggest you have a team meeting with each, and hear why they think they are better than the other. No matter what you pick, you are getting a quality tool.