Really enjoy working with Gainsight
October 26, 2017
Really enjoy working with Gainsight
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We use Gainsight across our Client Services teams within our Revenue division. We use Gainsight as our primary account management software so that our team has visibility into what's happening within their accounts. We also use Gainsight as our primary net promoter score administration tool.
- As our net promoter score administration tool, we're able to easily distribute our surveys to relevant customers on a regular cadence, get immediate visibility into their feedback when a response has been given, and easily alert our relevant teams about the feedback so they can close the loop on the feedback.
- The Gainsight scorecard has helped us to proactively manage the risky accounts in our book in a way that was super manual previously. These scorecards provide visibility to all of our team leads up through leadership, so they can easily evaluate the health and risk of our accounts and therefore better forecast the business and/or take action on risky accounts.
- The Gainsight Cockpit/Calls-To-Action have helped organize our account managers' workload on a regular basis, providing them with a set of to-dos within accounts and alerts them of information that they may not have been proactively managing previously.
- In regards to the distribution of emails from their outreach and email assist functions, we find that a percentage of our emails are getting blocked by our clients firewalls and/or are showing up in the spam of customers.
- Because Gainsight lives on top of the Force.com platform for us, we find that the loading times of the pages can sometimes take awhile. This may lead to time-outs and/or error messages on some occasions.
For certain executives, it means everything. We use it mainly within our Revenue division, but also in Finance.
- Our retention has been a lot higher since implementing Gainsight.
- We're able to send more surveys and therefore get more feedback from our customers.