Item: Gainsight CS
Rating: 9
Author: Matt Forrest

Support Rating

The Customer Success team and Support teams are some of the best we have worked with and we cannot say enough about their diligence in helping our team and responsiveness when we reach out.

Use Cases and Deployment Scope

It is being used by our Customer Success team to manage our customer base to access risk and opportunity with our customer base. We use various data sources to evaluate our customers and decide what response we should take for a number of different scenarios. We use Gainsight for reporting, our day to day work, and everything in between.

Pros and Cons

Valuable rule driven CTAs
Ability to communicate with customers
Easy
Great reporting features

Data import must be planned and strategic
UI can lag from time to time

Executive Visibility

We have a dashboard dedicated to our exec team that is used on a regular basis by our execs so this is quite important.

Return on Investment

Ability to identify successful customers and track upsell opportunities
Identify and help at risk customers
Time
Time saved by getting relevant CTAs and action itesms

Alternatives Considered

We performed a very data driven analysis and Gainsight's functionality always matched or exceeded the other vendors we evaluated.

Likelihood to Recommend

Gainsight is great for managing a large customer base and being able to focus on specific customer problems. The value is tied to the data that you put in and the level of effort you and your team put in to creating impactful and relevant rules and CTAs as this will power everything in your instance.

Great customer success platform!

Overall Satisfaction with Gainsight