TrustRadius
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User Review: "Gain more with Gainsight"
https://www.trustradius.com/customer-successGainsightUnspecified8.6318101
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Updated September 17, 2018

User Review: "Gain more with Gainsight"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

We use Gainsight in Customer Success as a tool to help us proactively manage our customers. We have a mix of high touch and low touch, Gainsight helps us manage the mix. Other departments within our org utilize this to quickly check the customer temperature.
  • Gainsight's use of CTAs with daily reminders allow us to trust we are not missing the little things with our customers.
  • Gainsight gives you the ability to create health scores for customers that not only encompass systematic information but subjective customer temperatures as well. Giving you a true way to measure health.
  • Gainsight works well with our internal systems, so we are not adding more steps to our day-to-day routine.
  • I have not run into an area with usage where I think Gainsight is missing, however I am sure there are many more use cases beyond ours.
We have had nothing but phenomenal support from Gainsight. There is not one person we have interacted with that has not given us 110% percent. The people alone make Gainsight stand out against the crowd.
Customer Focus is our number one initiative. Each week at our Executive meetings our Gainsight dashboards are shown, our ELT is incredibly involved and supportive in making sure our customers are taken care of. Gainsight helps us provide real time customer temps to our leadership.
  • We have seen an immediate impact on our success team's efficiency, our ability to automate has helped our teams focus on time with the customers.
We liked Gainsight's interface more, and the integration into salesforce was more user friendly for our teams. Ultimately this is why we selected Gainsight.
Gainsight is integrated into our CRM Salesforce, we utilize this information to feed dashboards for our executives, for finance and for our internal leader boards.
Gainsight is amazing at helping automate your low/tech touch accounts.

Gainsight Feature Ratings

Product usage
10
Help desk / support tickets
10
NPS surveys
10
Sponsor tracking
10
Customer profiles
8
Automated workflow
8
Internal collaboration
9
Customer health scoring
10
Customer segmentation
8
Customer health trends
8
Engagement analytics
8
Revenue forecasting
7
Dashboards
9
Role-based user permissions
10
API
10
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Using Gainsight

Users and Roles

15 - Sales
Technical Account Management
Finance
Customer Success
Exec

Support Headcount Required

1 - Our CSM-Ops Analyst is our Gainsight Admin, we have sent to Gainsight Admin Training.

Business Processes Supported

  • Renewal Management
  • Usage awareness, Up Sell/Cross Sell Identification
  • Exec Scorecard

Innovative Uses

  • The reporting has been a benefit to Finance

Future Planned Uses

  • Renewal Forecasting
  • Customer Marketing

Likelihood to Renew

10
Gainsight is a great tool that fills gaps and helps enable our team to focus more on customer interactions.

Evaluating Gainsight and Competitors

Products Replaced

Key Differentiators

  • Price
  • Product Features
  • Product Usability
Really we were looking for the right product to help us be Successful. Gainsight checked all the boxes for us. The focus is really on helping our teams be successful in supporting our customers.

Evaluation Lessons Learned

We were pretty thorough with our process, I can't say I would change anything in that evaluation.

Gainsight Implementation

Implementation

10
We worked with an amazingly supportive team.

Implementation Details / Implementation Partner

  • Don't know

Implementation Issues

  • Self inflicted process gaps

Gainsight Support

Gainsight Customer Support Pros and Cons

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None

Bug Resolution

Exceptional Examples of Gainsight Support

We were in the middle of a Salesforce migration and had some confusion around access and settings, Support resolved our issue and got us back on track right away. This was incredibly important as we had deadlines that would impact the overall success of the migration project. Thankfully with the amazing support, we were not progress impacting.

Using Gainsight

Usability

10
I haven't really encountered something I would consider negative.

Usability Pros and Cons

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None

Easy Tasks

  • The Timeline Entries are very smartly designed and gather intelligent data points.

Difficult Tasks

  • N/A