TrustRadius
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Review: "Gainsight is by far the BEST CSM solution out there!"
https://www.trustradius.com/customer-successGainsightUnspecified8.5333101
Mark Peterson profile photo
September 04, 2018

Review: "Gainsight is by far the BEST CSM solution out there!"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Currently Gainsight is being used only by the Customer Success department. The problem we had prior to having Gainsight is that we had way too many customers to discover all of their issues and make them better users of our platform. After we implemented Gainsight, we were able to locate specific gaps in customer performance that we wanted the CSM team to address, and we created CTA's to make it easier for a CSM to structure their day without having to research/find issues. We are also able to better track the last time we were in contact with our customers, so that we can ensure that each customer we have is being cared for.
  • Easy to use UI. This makes it easy to onboard new CSM's to start using the tools and get them up to speed on their administrative processes
  • Having a holistic view of the customer makes conversations much easier by outlining everything we need to know about the customer in one view. This alone eliminates a large amount of time for our CSM's by not having to load multiple objects in SFDC
  • Rules engine/bionic rules. The possibilities are endless when you start diving into the power of bionic rules. Objects that were once unrelated can now have some sort of relation, and you can formulate extremely valuable data that used to take hours to pull into Excel.
  • Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
  • CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.
I have had many questions and every time I have been blown away by the overwhelming support of Gainsight. They are always fast to respond to my inquiries and have never failed to come up with a solution. We've had some tricky issues in the past that took a while to get through but the support team held meetings with me to help walk through everything and we've always gotten past the finish line. Top notch customer support!
Reporting at my company is typically held within the operations and the VP levels. We are owned by a Private Equity and the Executive team doesn't have access into Gainsight but we do share our insights and current issues within the customer base. We use certain reports to display trends but that's as far as the executive team gets visibility.
  • We've been able to reduce churn by over 10% by finding key issues for our CSM team address using Gainsight
  • CSM's are able to address more accounts now because they no longer have to dig to discover customer issues.
We've evaluated Strikedeck and one of the main features we really like about Gainsight is that it is native within Salesforce. Strikedeck is an external program that reads into SFDC but it requires the user to jump from window to window.
Currently we only have Mixpanel connected to Gainsight. This has enabled us to capture data from how our customers are using our product and capture insights within SFDC/Gainsight to help empower the CSM team to better assist the customer. Mixpanel used to be used exclusively by our product team but now we have greater visibility.
Gainsight is extremely user friendly and is constantly updating to add more and more value. When it comes to any subscription-based models, putting your faith in an industry leader that is pushing the boundaries of what we thought was impossible or extremely hard makes Gainsight an easy decision. It is extremely important to put a large investment into ensuring your customers stay with you and succeed using your tool/platform, because this ensures that you are maximizing your revenue and reducing churn.

Gainsight Feature Ratings

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