Item: Gainsight CS
Rating: 9
Author: Verified User

Support Rating

The support team is quick to respond to requests, but more often than not, I feel like I know more about the product and Gainsight jargon than their reps do themselves. They are polite and courteous, definitely want to help, but not always the most knowledgeable.

Use Cases and Deployment Scope

We only use Gainsight within our Customer Success team to automate our processes. We send automated emails through out the customer lifecycle and notify CSM of accounts that need attention. We are also developing account health scores and tracking usage data within the application.

Pros and Cons

The bionic rules in Gainsight allow us to overcome the separation between Salesforce objects. I don't have to worry about not being able to access both billing and contact data for our customers at the same time anymore.
The automated email feature, known as Copilot, has saved us hundreds if not thousands of hours of work. All of our clients receive specific emails, and we can easily set up which email goes to which client then essentially forget about it.
The C360 page lets us access almost any data we need about a client. We can customize what is shown and how the data is organized so our CSM's can quickly see the most important information about our specific clients.

The Usage object within Gainsight could use a bit of TLC. We love the data it shows and the potential it has to become a major resource in knowing our customers, but the UI can be a bit clunky at times. The graphs aren't always the most readable or intuitive.
The automated emails can only be triggered once a day. We can't send an email within a certain amount of time of an event happening within an account. We also can't easily schedule the same email to trigger multiple times in one day.
Health scores are at a good starting point, but we could use a couple more improvements. The first would be to have more options of splitting score categories up into smaller scores (e.g. overall score - usage score - indiv. feature score). We also can't set a weight to diminish over time (e.g. the sales score will always affect the overall score the same amount even after two years)

Executive Visibility

We built an executive dashboard for our execs and VP's to access, but they don't seem to use them. We generally build reports then send the results to the higher-ups on a monthly basis. From there I don't know what they do with the information.

Return on Investment

We reduced our churn rate by half after using Gainsight for 10 months.
We saved hundreds to thousands of man hours by automating a lot of emails and notifications through Gainsight.

Alternatives Considered

I haven't had experience using or evaluating other products at this point in my career.

Likelihood to Recommend

It is well suited to help automate a lot of tasks (and still getting better!). Sometimes we struggle with accessing account data. Any data stored on a custom Gainsight object can only be accessed through reports with no alternative of accessing the object directly.

Gainsight CS Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Problems get solved Kept well informed Immediate help available Quick Initial Response	Less knowledgeable Need to explain problems multiple times

Exceptional Examples of Gainsight CS Support

I used the chat channel to contact Gainsight about a quick question that I had regarding one of their features. I used the language in their help article to explain my question, but the rep came back confused about what I was talking about. Once he did understand he gave me the answer I needed, but then just cut off the chat without so much as a salutation, let alone a follow-up question. I submitted a review about that interaction and expressed my disappointment. A few days later, I received a box at my office from Gainsight full of muffins apologizing for the less than satisfactory experience I had.

Our gains from Gainsight.

Overall Satisfaction with Gainsight