TrustRadius
(Almost) One Year as the Gainsight Administrator
https://www.trustradius.com/customer-successGainsightUnspecified8.5370101
James Whitehead profile photo
November 27, 2018

(Almost) One Year as the Gainsight Administrator

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Gainsight is being integrated across our organization as the hub for all client facing actions and communications. Our goal with Gainsight is to increase client retention.
  • Customization of tools. It's an extremely powerful tool to implement your client success operations strategy and increase retention.
  • Client support is very fast to respond to inquires.
  • The Gainsight Vault and Community are both instrumental in learning the platform and enhancing your strategy.
  • Gainsight has a very steep learning curve.
  • The unique terminology of Gainsight can be a bit opaque as to what a particular piece of data represents.
We had some data issues earlier this year that weren't addressable by an admin and support didn't take care of them in an efficient manner. Support has been much more responsive and thorough since that issue was resolved.
We have executive dashboards that show health scores, outstanding tickets, and client lifecycle stages.
  • Unifying and stremalining our internal alerts to our CSMs.
  • Unifying our messaging to our Clients on behalf of our CSMs
  • NPS alignment workflow between Client Success and Product.
We integrate Gainsight with Salesforce and utilize both the Gainsight API and the S3 bucket for data ingest.

Right now we're still building out functionality, so system cross functionality is very limited.
Gainsight is very powerful with closing the loop on NPS in a cohesive, unified way so every client receives the same experience. Rolling out mutually agreed upon strategy at scale gives CSMs the ability to address concerns and change client sentiment seamlessly.

Gainsight is also very powerful at unifying client experience.

Gainsight Feature Ratings

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