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Gainsight is Amazing!
September 03, 2018

Gainsight is Amazing!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

We use Gainsight solely in our Customer Success department currently. We use Gainsight to help in monitoring account activity as well as mitigating portfolio risk.
  • Excellent at sending automated emails and generated semi-templated emails with auto-generated content.
  • Great at generating account health scores based off data from multiple sources (CRM, product, 3rd parties, etc.)
  • Great at logging activities via the timeline feature for an account.
  • Graphing/Data Visualization functionality is very limited.
Our CSM at Gainsight has been helpful in guiding us on best practice with Gainsight. Additionally their support team is phenomenal with low response times, and is always willing to go the extra mile to help us however they can. I've not had a single bad interaction through the 50+ tickets I've sent to their team.
  • Improved efficiency through the use of tools like Email Assist and Timeline.
We integrate with external S3 buckets and Salesforce. This allows us to use the data in these systems to generate health scores and monitor various account activities.
Gainsight works really well for us in assisting to manage our self-service portfolio, where there isn't a specific CSM assigned to an account. It helps in managing communications to these accounts as well as monitoring and bubbling up potential pockets of risk.

Additionally Gainsight is very helpful in our managed portfolio in helping to automate some administrative tasks, while still allowing reporting on the cadence of customer engagements and updates.

Gainsight CS Feature Ratings

9.5
Product usage
9
Help desk / support tickets
10
8.8
NPS surveys
Not Rated
Sponsor tracking
8
Customer profiles
Not Rated
Automated workflow
9
Internal collaboration
10
Customer health scoring
10
Customer segmentation
7
7.7
Customer health trends
9
Engagement analytics
10
Revenue forecasting
Not Rated
Dashboards
4
Not Rated
Role-based user permissions
Not Rated
10.0
API
Not Rated
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated