TrustRadius
Gainsight Review 34 of 176
"Gainsight Review"
https://www.trustradius.com/customer-successGainsightUnspecified8.6318101
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August 31, 2018

"Gainsight Review"

Score 9 out of 101
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Verified User
Review Source

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.
  • 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.
  • 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.
The support team that you communicate with via the web or within the app deserves a 8-9. The team assigned to you as a CSM who is supporting your growth of the application is who i am granting a 6 for.
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
I have used Natero and Totango. Gainsight was more complicated to install but with really good documentation. Natero was easy to get up and running and use the health scorecard but intergrating was COMPLICATED! it is very easy to integrate other applications within Gainsight
Salesforce, Zendesk and two application usage data
if you are looking to automate a 1-many approach, Gainsight is very good! I would recommend having a CS Ops person to support it.
Generally a good fit for an enterprise organization.

Gainsight Feature Ratings

Product usage
9
Help desk / support tickets
5
NPS surveys
10
Sponsor tracking
7
Customer profiles
7
Automated workflow
10
Internal collaboration
6
Customer health scoring
9
Customer segmentation
9
Customer health trends
9
Engagement analytics
7
Revenue forecasting
8
Dashboards
9
Role-based user permissions
9
API
9
Integration with Salesforce.com
10
Integration with Marketo
8
Integration with Eloqua
8