Gainsight: Baby is crawling already at 3 months
Updated February 22, 2018

Gainsight: Baby is crawling already at 3 months

Jason Knape | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

They close our tickets with such frequency that we typically have 5+ which are in our backlog to review. One time, they went out of their way to convert the Scorecard scheme to a different one after we made a change. They worked over the weekend and kept us up-to-date on the status. Amazing support without even asking for it!
Gainsight is being used by our customer success organization, formerly professional services, as well as executive leaders of all departments. We currently use Gainsight to consolidate all information regarding our customers and we are working in the Calls to Action so that we have more streamlined plays and timeline.

Pros

  • Customer 360 when properly provided with accurate data is a huge window into the account when executives hear something about the account and they can just login to see.
  • Timeline feature is great.
  • We are very excited to use automated CTAs so that our CSMs now can deal with what needs to be done now versus looking for what needs to be done now.

Cons

  • Documentation on Support is outdated.
  • It would be good to have more best practices published in vault and community. Too many times we are having to engage our COM when we would like to be self-serve.
This is huge but it can become a negative if our users are not keeping the system up-to-date. A few times, our CEO has heard about a red customer and then has logged in and it doesn't reflect the status he has heard about around the office. This is not a product issue, but a change management issue on our side.
  • In the first year, we did not focus on specific ROI metrics. Sentiment by most is that it is really helping with customer information and collaboration. Second year, we are focusing on ROI around, churn improvement and advocacy increase.
Our evaluation process was very short so we only had one demo with each company. There were a few features with Totango which we liked but the references we received pushed us to Gainsight. We are extremely happy with our choice.
Gainsight is a great place to combine all information about the customer. The real advantage comes into play when you use automated CTAs and combining with usage data. If you do not have usage data, you can still use it but you should push your organization to get this ASAP.

Gainsight CS Feature Ratings

Product usage
Not Rated
Help desk / support tickets
Not Rated
NPS surveys
Not Rated
Sponsor tracking
9
Customer profiles
9
Automated workflow
8
Internal collaboration
9
Customer health scoring
8
Customer segmentation
9
Customer health trends
10
Engagement analytics
Not Rated
Dashboards
9
Role-based user permissions
10
API
5
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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