Gainsight Review
August 31, 2018
Gainsight Review
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is used across a few departments: Professional Services, Support, Success Management and Product Management. Our product [team] uses the application to conduct NPS, our Professional Services team documents and tracks the progress of onboarding and the Success Management uses it to manage the day to date activities to nurture and support the customer. Gainsight was purchased to allow us to scale with our 1-many customers' segmentation and to organize the day to day activities required to support a customer.
Pros
- NPS and other surveys - the automation is fantastic.
- Reporting! The report is really easy to use. I can whip up a report in a minute from scratch
- Makes it easier to go to a central location to see all relevant information relating to a customer.
Cons
- Email notification on actions or CTA could use some work. Notifying the person responsibile of the day's activities.
- The ability to push email notifications into the application for visibility would be ideal. Today we can push it to Salesforce but those activities are tracked differently than calls and other check-ins.
Today we do not extract anything from Gainsight to display for the executive team just yet. We will in the future.
- Automating our NPS system - it was all very very manual and we often missed sending deadlines. It also increased our response rates too.
- Visibility into usage and the voice of the customer via NPS
Salesforce, Zendesk and two application usage data
Comments
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