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Review: "Gainsight Sets Client Success Up for Success!"
https://www.trustradius.com/customer-successGainsightUnspecified8.6318101
Anna Whitehouse profile photo
August 22, 2018

Review: "Gainsight Sets Client Success Up for Success!"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

At Bazaarvoice, our Client Success department uses Gainsight to track client conversations, milestones, and health. It helps our Client Success Directors work at scale with automated outreach and CTAs to ensure clients receive the correct service level. Gainsight also makes transitioning clients from one CSD to another smooth and simple, as we can review past conversations and high impact moments easily.
  • Gainsight helps managers monitor their employees' client interactions.
  • Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks.
  • Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.
  • The currency conversions found on the Customer 360 page that pulls in from SFDC have some inaccuracies.
  • Gainsight can't push data back to SFDC, so if you make an update in Gainsight, it will not be reflected in SFDC (with the exception of activities)
  • The Programs and Outreaches are not as easily controllable by the end-user (CSD) as they could be.
I use the chat feature all the time to work with support. I get the help I need immediately.
We don't have executive dashboards set up, at this time.
  • It has helped us provide great service using a one-to-many model.
  • It has improved our health tracking capabilities.
  • It makes client transitions seamless.
Salesforce, Marketo, GoodData push data into Gainsight. These sources help us track usage data, client outreach, and service level changes.
It is great for tracking and monitoring client health and engagement. It could be more useful for sales reps, so that everyone who speaks to the client could work within one tool.

Gainsight Feature Ratings

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