Item: Gainsight CS
Rating: 9
Author: Donna Kumar

Support Rating

I've only reached out to Gainsight support once and received a prompt and thorough response. No issues here.

Use Cases and Deployment Scope

Gainsight is currently used by our Customer Success Team to streamline the management of assigned accounts. We have more than 100 accounts assigned to each CSM and Gainsight helps us keep our contact on point.

Pros and Cons

The dashboards help me to know where I am in the lifecycle of my accounts and also brings to light in a nice visual way any accounts experiencing risk factors so that I can delve in and address any issues.
The CTAs (Call to Action) task list is key in helping me stay on top of my accounts.
I love the ability to easily send emails directly from CTAs. This really streamlines the workflow.
Integration with SalesForce is key and brings timeline items to the forefront for others within our organization.

The ability to easily generate reports of captured data would be nice.

Executive Visibility

There are some higher level accounts that I believe are very important for executives to have insight into but not for the majority. I think the interest lies with general account health, revenue projections, etc.

Return on Investment

Improve retention
Increase employee efficiency

Likelihood to Recommend

If you're noticing a lot of churn with your customer base or if you just need to get a better handle on how you communicate with your customers (and sometimes when you communicate with them), Gainsight can help.

Increase team efficiency and customer contact with Gainsight!

Overall Satisfaction with Gainsight