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Gainsight - thought leader in Customer Success Software
Updated August 31, 2018

Gainsight - thought leader in Customer Success Software

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

Overall Satisfaction with Gainsight

We use Gainsight to understand our customer's health score. It is also incredibly useful for reporting, and to get a 360 view on our customers. Lastly, it provides us with automated, actionable insights that we can act on.
  • Thought leader in the market
  • Very active in the Customer Success Community
  • European office and presence
  • Adapt to Europe (different languages, currencies, etc.)
Quick responses from very passionate and knowledgeable people.
I use Gainsight dashboards for my monthly executive reporting as well as board reports.
  • Single view of the customer
  • Go to the solution to understand customer health
Gainsight are the thought leaders in the CS space and have a strong European presence, something we were looking for.
Salesforce, Usage data via Amazon S3 bucket (automated). The integration possibilities are endless.
An incredibly powerful tool that gives a 360 overview of a customer across multiple data points.

Gainsight CS Feature Ratings

9.0
Product usage
8
Help desk / support tickets
10
9.7
NPS surveys
10
Sponsor tracking
10
Customer profiles
Not Rated
Automated workflow
10
Internal collaboration
8
Customer health scoring
10
Customer segmentation
10
9.3
Customer health trends
10
Engagement analytics
8
Revenue forecasting
9
Dashboards
10
9.0
Role-based user permissions
9
10.0
API
10
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Using Gainsight

10 - Customer Success and Marketing
2 - Analytical brain
Salesforce Knowledge and understanding
Knowledge on how to administer systems and how to integrate third party apps / datapoints
  • Understand the customer health score
  • Build up customer history in combination with a 360 account view
  • Operationalizing CSM tasks
  • NPS program
  • have not come across this yet
  • Integrate more datapoints to get a richer view on the customer health
  • Exec / board reporting
Early days as we are in a 3 year contract.

Evaluating Gainsight and Competitors

No - n/a - Gainsight was our first CS tool. Truth be told, there was a consideration to use Salesforce to build reports but this is not even worth comparing when thinking about a CS tool.
  • Product Features
  • Product Reputation
  • Vendor Reputation
  • Existing Relationship with the Vendor
  • Positive Sales Experience with the Vendor
The most important factor for us was Gainsight's presence in the UK, very close to our office. Having in region support is increadibly useful.
I would spend more time really understanding the integration process and ensure to have a technical stakeholder included in the evaluation process

Gainsight Implementation

Very knowledgeable implementation team who are also increadibly passionate about CS.
  • Implemented in-house
n/a
Yes - Initial basic training on our side
Integration with SF
Integration of data via Amazon S3 bucket

Gainsight provided an implementation resource all the way along. Great expertise, knowledge and patience displayed.
Change management was a big part of the implementation and was well-handled - Involve all affected stakeholders early and bring them on board before the implementation starts. Ensure to have a tech resource on board that knows and understands Salesforce.
  • Bad data in 3rd party apps that we wanted to integrate
  • Common account ID missing accross 3rd party apps which required us to do an extensive mapping excercise

Gainsight Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - not applicable to us as there are not many support issues relevant to our application.
Yes - Yes, it was resolved to our satisfaction. It took some time due to the fact that it needed development and be included in a future release. Very happy in the way it got handled though.
When I raised a bug, the GM for Europe personally got in touch with me to reassure me how serious Gainsight are taking the issue.

Using Gainsight

Visually very pleasing - once reports etc. are set up, you get great value out of it as everything gets updated automatically.
ProsCons
Like to use
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Requires technical support
  • Customer 360 view
  • Reporting functionality
  • NPS surveys
  • You really need to know your datapoints in order to make the most meaningful reports
Not Sure - I have never really used Gainsight on mobile