Gainsight is a really useful customer management tool
Anonymous | TrustRadius Reviewer
November 30, 2018

Gainsight is a really useful customer management tool

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Gainsight is the primary tool of our customer success organisation. We sync it with various systems to pull important data points into one place. Our leadership team has a snapshot of what's going on with a given customer at any moment, through having access to features such as the health score and timeline.
  • Integration with Salesforce.
  • Mass communications made and tracked with ease.
  • Flexible Health Scores!
  • Timeline is great, but quite silo'd.
  • Would love to see a widget that allowed timeline/notes to be taken outside of the platform. Gainsight Sally for Slack is useful but it's a tool many sign-out of in a meeting environment.
Execs at our business typically use the Summary and Timeline features - it's very important and one of the reasons we invest in the technology.
Salesforce is connected, which is imperative.
Great for keeping a record of health of a customer over-time, and perfect for handing an account from one CSM to another for a business, less loss of information.

Gainsight Feature Ratings

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