Gain more with Gainsight
Updated September 17, 2018

Gain more with Gainsight

Jen Jackson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

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 CS Feature Ratings

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

Using Gainsight

15 - Sales
Technical Account Management
Customer Success
1 - Our CSM-Ops Analyst is our Gainsight Admin, we have sent to Gainsight Admin Training.
  • Renewal Management
  • Usage awareness, Up Sell/Cross Sell Identification
  • Exec Scorecard
  • The reporting has been a benefit to Finance
  • Renewal Forecasting
  • Customer Marketing
Gainsight is a great tool that fills gaps and helps enable our team to focus more on customer interactions.

Evaluating Gainsight and Competitors

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

Gainsight Implementation

We worked with an amazingly supportive team.
  • Self inflicted process gaps

Gainsight Support

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
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

I haven't really encountered something I would consider negative.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • The Timeline Entries are very smartly designed and gather intelligent data points.