Gainsight is truly helpful
June 07, 2018

Gainsight is truly helpful

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Support is responsive but could have a better connection with our TAM. Additionally we often get a response that let's us know the issue without taking the next step and fixing it.
The main focus over the last year has been within the Customer Success organization but as other functions have learned about the power of the information collected, we are being asked to provide Gainsight views to more and more people.

Pros

  • Great for collecting information from multiple data sources
  • Excels at being able to poll up information throughout an account hierarchy
  • Lets all users know what is going on within an account at any given time

Cons

  • No native SFTP integration
  • Might be easier some times to simply code a solution rather than use the UI
  • Needs more integration of scorecard fact tables
Gainsight is a great tool for quickly and easily showing executives how our very complex customers are doing and what are the areas where we are doing well and where we can improve.
  • Gainsight is very useful in identifying expansion opportunities
  • The Gainsight tool helps our employees spend more time helping the customer rather than gathering information
  • Gainsight is great at showing us what a customer truly spend with us, rather than simply a feeling
We chose Gainsight because of the seamless integration with Salesforce and the reviews we had from other users describing the great customer experience provided by Gainsight, which has lived up to the hype.
Great for showing the entire organization how the customer sees us. One of the few tools focused on an outside-in view as opposed to most of our tools which show an inside-out view. However, there is a learning curve to learning the backend that could have better online training.

Gainsight CS Feature Ratings

8.0
Product usage
9
Help desk / support tickets
7
9.3
NPS surveys
9
Sponsor tracking
7
Customer profiles
10
Automated workflow
10
Internal collaboration
9
Customer health scoring
10
Customer segmentation
10
9.5
Customer health trends
10
Engagement analytics
10
Revenue forecasting
9
Dashboards
9
8.0
Role-based user permissions
8
9.5
API
9
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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