TrustRadius
Gainsight Review 12 of 183
User Review: "Gain productivity with Gainsight!"
https://www.trustradius.com/customer-successGainsightUnspecified8.5330101
Jason Chan profile photo
January 09, 2019

User Review: "Gain productivity with Gainsight!"

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Gainsight is used extensively by the Customer Success team in my company. It is useful to track health scores of clients and to identify potential churns due to various triggers. The cockpit function was really useful in getting us to reach out to clients in a timely manner for business updates.
  • The cockpit function which uses the "Call to Action" function is really useful in ensuring we track engagement with all our clients
  • The health scores are useful to identify potential churns and we can take remedial actions to address them before the renewal date
  • The newly added timeline feature is useful for tracking key activities with clients
  • For the timeline feature, I wish there was a easy way to download a single report highlighting the key activities done with each client
I once sent in a question and there has been no official closure to date. The Client Outcome Manager was not very helpful.
Visibility into customer accounts is very important. The executives in my company have various dashboards set up to track different client metrics as well as financial statistics.
  • With Gainsight, our retention numbers are maintained at well over 90%.
  • Gainsight has made me more efficient with my work process as I can get an overview of what's happening with all my clients at a glance.
  • Any red flags that are triggered allow me to take proactive actions and clients are also appreciative of that.
Salesforce is connected to Gainsight.
Extremely useful if manager to client ratio is in excess of 1: 50 (meaning 1 account manager to 50 clients). Gainsight helps you manage and track clients activities and engagements.

Gainsight Feature Ratings

Product usage
7
Help desk / support tickets
4
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
Not Rated
Automated workflow
8
Internal collaboration
8
Customer health scoring
8
Customer segmentation
8
Customer health trends
8
Engagement analytics
7
Revenue forecasting
6
Dashboards
8
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated