TrustRadius
Gainsight Review 27 of 176
User Review: "Gainsight is Great!"
https://www.trustradius.com/customer-successGainsightUnspecified8.6318101
Joshua Tobiansky profile photo
Updated October 17, 2018

User Review: "Gainsight is Great!"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

We needed to get a better understanding of churn in our organization, but also to get a better understanding of our customer base. Gainsight allows us to track customer satisfaction and create scorecards that help us work better with our customers. We can be more proactive than reactive to customer issues and concerns.
  • Calls to Action - When certain conditions are met that we have created, Gainsight will alert the proper personnel to take the next steps.
  • Single pane of glass - Gainsight allows us to see everything about a customer in a single view, utilizing various graphs and easy to understand information.
  • Communication - Gainsight allows us to reach out to all or specific segments of our customer base. We can send informational, marketing or surveys and track customer response over time.
  • Gainsight does not integrate well with all systems.
  • Must have Salesforce to use Gainsight.
  • Better documentation on integration or assistance.
  • Gainsight can do a better job at ensuring their customers are utilizing the product to the best of their ability.
They can do a better job at understanding the industry of their customer and working with the customer to ensure they are using Gainsight to the best of their ability. Support has been spotty at best with implementation.
Visibility is extremely important as we need to be able to check the pulse of the customer at any given time. Gainsight allows us to create scorecards for customers so we can prioritize which customers may need some extra love. We can also review account management and how they are working with their customers to ensure renewals and outreach are being addressed.
  • We use Gainsight to improve retention by scoring our customers and prioritizing which ones we need to reach out to.
  • Gainsight allows us to directly contact specific segments of our customer base so we can send different communications to the different tier levels we have.
  • Gainsight allows us to see which customers are coming up for renewal and who we need to reach out to, to start the renewal process.
We have not tried any other product. We did an evaluation of Gainsight and Totango, however, the integration with Gainsight in our Salesforce instance was the overall decision.
Gainsight gives you the big picture of your customers. You can track pretty much anything about them as well as include all of your applications and how the customer is being affected by them or using them.

In the hosting industry, Gainsight can track customer outages and monitors (with custom integration).

Gainsight Feature Ratings

Product usage
8
Help desk / support tickets
3
NPS surveys
9
Sponsor tracking
9
Customer profiles
8
Automated workflow
9
Internal collaboration
Not Rated
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
9
Dashboards
9
Role-based user permissions
9
API
3
Integration with Salesforce.com
10
Integration with Marketo
7
Integration with Eloqua
Not Rated