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Review: "Gainsight enables CS teams to become more efficient!"
https://www.trustradius.com/customer-successGainsightUnspecified8.5330101
Josh Daniels profile photo
August 22, 2018

Review: "Gainsight enables CS teams to become more efficient!"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Gainsight is strictly used by our Customer Success team. It enables our CS team to ensure they can properly manage all of their customers on a daily basis, from health scores, CTA's, renewals, etc. Each member of our team uses Gainsight on a daily basis. The main use cases for our team are:
1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need.
2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal.
3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.
  • Gainsight makes it very easy to set up rules to automate the CS process. Automation is key. It allows us to run rules daily without having to do anything manually.
  • Gainsight's reporting and dashboard make it very easy for CSMs to view their customer info in one spot, in a very efficient manner.
  • Gainsight's health score system is fantastic. It allows us to alter it whenever we feel that we need to and add as many metrics as we'd like.
  • An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way.
  • I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.
Because I have recommended it to others before, as I believe it is very much a tool that enables Customer Success teams in the SaaS industry.
It is very important - on a monthly or quarterly basis, I export powerpoint from Gainsight's dashboards and share this information with the leadership team.
  • Improve CSM efficiency.
  • Identify customers that are at risk earlier in the customer life stage.
  • Understand how our customers feel about our product, leveraging Gainsight's survey tools.
I haven't used any tool that would be a competitor to Gainsight.
We have Zoura and Zendesk connected with Gainsight and we also feed usage data on a monthly basis to Gainsight, leveraging their MDA services.
Gainsight is a fantastic software for any SaaS company that uses Salesforce. Our team is likely one of the smaller ones that Gainsight works with but we have been able to do so much with the tool despite having a small team (5-7 people). It has really enabled our CSM's to be much more efficient with their day-to-day duties.

Gainsight Feature Ratings

Product usage
8
Help desk / support tickets
7
NPS surveys
9
Sponsor tracking
4
Customer profiles
6
Automated workflow
6
Internal collaboration
6
Customer health scoring
10
Customer segmentation
8
Customer health trends
7
Engagement analytics
7
Revenue forecasting
5
Dashboards
10
Role-based user permissions
10
API
Not Rated
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated