Item: Gainsight CS
Rating: 10
Author: Verified User

Support Rating

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.

Use Cases and Deployment Scope

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 and Cons

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

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

Executive Visibility

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.

Return on Investment

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

Alternatives Considered

Totango

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.

Likelihood to Recommend

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 is truly helpful

Overall Satisfaction with Gainsight