Gainsight is my favorite "place" to work
August 11, 2017
Gainsight is my favorite "place" to work
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We use Gainsight primarily in our Customer Success Team (CST), using it to manage onboarding and customer relationships, distribute and analyze NPS and CSAT surveys. The platform serves as the source of truth for tasks and timelines for our trainers and customer success advisors. We also make extensive use of the reporting and dashboards to monitor our customers' health and progress through their lifecycle. While the daily activity in Gainsight is driven by CST, the analytics are frequently shared with the entire company.
- Automated process management: We continually refine our Gainsight Rules Engine, Success Plans and Playbooks. Having plans of action ready to auto-assign to the right resources when the situation arises is a HUGE time saver and provides consistency.
- Customer Support: The support team at Gainsight is always friendly, responsive and have resolved any questions or issues in good time. The only time that an issue wasn't resolved quickly, it was highly complex and fairly unique to our environment. Support still remembered to keep us updated and kept at the problem with devs until all was fixed.
- Reporting: I'm a big fan of dashboards and reports! Data Spaces and the Report Builder allow for great power and versatility to show execs, managers and folks on the front lines what is happening with our customers and our own processes. They look good, too--I could stare at usage data charts all day. ;)
- Basic UX - I find that each "area" of Gainsight is fairly intuitive to use with a little learning, but there are basic interactions which are quite inconsistent. My primary example of this would be "Save". Sometimes there's a button labeled Save at the bottom of a page or widget. Sometimes there's a similar button at the top. Sometimes it's an icon shaped like a disk to the right of an item...or the top of a page. And there seem to be times where simply clicking out of a field "saves" a change. This has caused confusion for us at times. I would love to see some work to take the fundamentals of user interaction and make them more consistent across the platform.
- More Basic UX - Where are permissions configured? Just like with the Save button: "it depends". Some portions of Gainsight have permissions above and beyond what is granted via Salesforce. Sometimes you go to Administration to configure permissions in a designated space, but for other parts of the tool, you configure them in the same space where you do your work. As an admin, I just tell new users to let me know when they get a permissions error and I'll figure it out.
Gainsight's customer insights are used across our organization. Our NPS scores are a key KPI and NPS comments are disseminated as valuable feedback on our products, our training and our support. We are constantly creating new reports or refining existing ones in order to better understand churn and upsell opportunities. The agenda of pretty much every meeting I have with management and executives is focused on Gainsight dashboards present and future.
- I'd like to say we've used Gainsight to improve retention, and maybe we have indirectly (we don't have a big problem with churn). What we've done so far is unearth challenges and needs in our onboarding process which we are now working on. Soon, that effort should allow our CSMs to shift more focus from training to maintaining better health and the retention that comes with it.
- Gainsight is now directly contributing to our advocacy program's growth. When we get a "promoter" response from a user who is not yet in the advocacy program (we use Influitive--another excellent tool), we automatically send them an email inviting them to join.