My Insight into Gainsight - First Impressions
October 02, 2017
My Insight into Gainsight - First Impressions
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Our Client Success team utilizes Gainsight to aid in the management of their customers. It provides insight into their history, business goals, feature adoption, etc. Our consultants love the email functionality in Gainsight that helps them pinpoint who to reach out to and what to say through their cockpits, CTAs and email assist.
- Gainsight has great support! We love the relationship we have with our CSM at Gainsight, as well as access to their support team, online knowledge base, and their Community.
- We love the Rules Engine and how we can customize Gainsight to work for us. We have built rules that comb through our customer accounts and usage to give us great things to reach out to about them. We can customize email templates based on these rules and create efficiency for our consultants.
- The concept behind Success Plans - we're all about it! We like that Gainsight offers a way to track a plan being created and customized for our customer base. We tailor them and let our consultants tweak them further based on their relationships.
- Reporting - we have faced limitations and trouble implementing reports. They aren't user friendly and can't be edited easily by users who are looking to access their own reports.
- The product is powerful which makes it difficult to learn. Since it's so robust, their is a learning curve for sure!
We have an executive dashboard but haven't perfect the reports in it as of yet. Visibility into heath score trends and having the ability to drill into C360 views of customers will be helpful once we can make everything perfectly relevant.
- Increased efficiency
- Focus/move in mindset to being more proactive & strategic consultants as opposed to reactive support
- Increased visibility into customer account usage, support, and needs
Salesforce - great for different needs but we love Gainsight for the focus on Customer Success