TrustRadius
Gainsight is on the Pulse of our Customer Success!
https://www.trustradius.com/customer-successGainsightUnspecified8.5359101
Steven Doty profile photo
October 26, 2017

Gainsight is on the Pulse of our Customer Success!

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Initial implementation three years ago was rocky - our implementer was brand new. All of our CSMs and support personal since then have been really incredible. We have changed CSMs twice but each time the CSM was promoted within Gainsight and we were happy to see them succeed. The transitions between support personnel have been careful and smooth.
Gainsight is used by our Enterprise and Education team to more effectively manage and mitigate risk with our client base. We use it to analyse NPS scores, contact frequency, account value and numerous other metrics, and drive renewals with automated mass communications regarding account health, product usage, client satisfaction and more. The tool has helped us better focus on risk in our customer base by building out a scorecard that accurately captures the overall health of individual clients and entire verticals.
  • Gainsight excels at building an effective framework for the CSM to more efficiently interact with clients. We were able to significantly increase the number of clients per CSM with the help of the platform.
  • Gainsight helps to produce meaningful datasets that the Administrators can use to create dashboards for the business and for individual users to plan their days at a glance.
  • Gainsight provides an incredible automation platform to manage and move data around in the Salesforce instance, to build meaningful automated task assignment, merge and pivot complex datasets, and build out meaningful client metrics.
  • Gainsight's Rules Engine grows more powerful and capable over time but has become more complex and unintuitive to use.
  • The mass communications platform has become our primary choice due to the native Salesforce functionality it offers, but survey functionality still has room to grow to allow for better forking of questions and translation of UI options, which would improve ease of use.
  • Gainsight has much room for improvement in the area of consulting meaningfully with clients on best implementations in given industries and sectors. They could do a better job by focusing on bucketing customers and thoughtfully designing industry-specific approaches rather than providing a very basic setup and letting clients struggle to build an effective platform from there.
Visibility into client health is our priority with the platform. Gainsight makes it easy to combine disparate data sets like NPS responses, Opportunities, primary account contacts, and more into dynamic dashboards, reports and UI views that allow us to quickly resolve risks and find new sales opportunities. We could not survive without them.
  • We have had a flat headcount on our CSM team while nearly doubling the number of clients supported by CSMs.
  • We have increased our upsell opportunities by efficiently identifying and automatically messaging clients that need more licenses.
  • We have driven client retention higher by identifying risk in the client base via the integration of usage data and other client factors.
Gainsight works best if your organization:
  • Uses Salesforce effectively and correctly
  • Understands what client metrics best affect renewals
  • Has built an integration to aggregate that data and push it to Salesforce or another data platform already and correlate it with Salesforce records
If you do not know any leading indicators for churn/renewal or lack access to usage data for your clients, you will not benefit as much from the risk mitigation functions in Gainsight.

If your contact records are not clean or attached to your customers correctly in Salesforce, its mass communications tools will be less effective.

Gainsight Feature Ratings

Product usage
10
Help desk / support tickets
10
NPS surveys
10
Sponsor tracking
7
Customer profiles
10
Automated workflow
10
Internal collaboration
9
Customer health scoring
9
Customer segmentation
10
Customer health trends
10
Engagement analytics
10
Dashboards
10
Role-based user permissions
9
API
10
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated