Gainsight - Consolidated Customer Insightshttps://www.trustradius.com/customer-successGainsightUnspecified8.53701012018-11-27T19:35:00.489Z
November 27, 2018
Gainsight - Consolidated Customer Insights
Score 10 out of 101
Overall Satisfaction with Gainsight
We primarily use Gainsight in our Customer Experience department, but we are working on expanding our usage across the organization. We use Gainsight to monitor our customer health and product usage, to work through projects with customers such as implementation, and to keep a record of all interactions we have with customers.
- Gainsight does an excellent job of listening to product feedback given through their Community, implementing those changes when they determine they are a need for many customers, and then informing users that the changes have been implemented.
- Gainsight is an excellent tool for automating lifecycle communications with customers while still maintaining a personalized touch, thereby allowing us to scale our operations.
- Gainsight has a good lineup of integration options to allow us to bring all of our customer data into one place to have a unified customer record.
- Gainsight could do a better job of allowing for one-off exceptions. It does a great job of helping to address the needs of the majority of our customers, but when one customer's needs create a special use case, it is rather difficult to make adjustments for that one customer.
- Editing programs created through the Journey Orchestrator is very difficult. Sometimes we need to make a small change to the criteria of a program after we have already started running it, but we can't do this without ending the program, cloning it, and starting an entirely new program.
Our support tickets are always escalated to their Tier 2 support team because their Tier 1 team simply does not have the knowledge to answer our questions. In many cases, our own operations team is more knowledgable about Gainsight than their support team, and we end up teaching their team how their own product works. Once our tickets are escalated to Tier 2 or even to the Product team directly, we are able to get the support we need, but it sometimes takes awhile for us to get there.
Our executives do not have access to Gainsight and do not use it in any capacity. We have created an executive dashboard that is shared with them, but they do not look at it.
- Gainsight has helped us to scale our success operations to become much more efficient. While our customer base has grown exponentially, the Success team has not needed to also grow exponentially because of the scalability Gainsight affords us.
- Gainsight has also helped us to improve our visibility into customer usage data. Before we used Gainsight, we had no idea how our customers were actually using our product. Being able to track this information in a single place that is visible to our CSMs has allowed us to better understand customer behavior.
We found Gainsight's functionality to be better suited to our needs. We used Totango when our organization was less mature. We felt that Gainsight offered a wider range of functionality that would be able to grow with us, whereas we ultimately would have had to leave Totango because they would have been unable to support our increased customer success operations.
We have connected our internal customer record system to Gainsight, as well as Salesforce and our support ticketing system. We also have a system that monitors product usage that feeds into Gainsight. Gainsight sends information into our analytics tool that helps our analysts to understand what is going on with customers. Having the data all housed in Gainsight helps us to operate much more efficiently because we only need to go to one place to learn everything we need to know about a customer.
Gainsight works really well for lifecycle-based communications that are intended to feel personalized and look like they are a one-to-one communication even when they are not. We have found Gainsight to be less appropriate when sending mass marketing communications that need A/B testing, HTML programming, heatmap click tracking, and so on.