TrustRadius
Gainsight Review 11 of 183
Review: "Gainsight is a solid tool for everything customer success and beyond!"
https://www.trustradius.com/customer-successGainsightUnspecified8.5330101
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January 10, 2019

Review: "Gainsight is a solid tool for everything customer success and beyond!"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

We implemented Gainsight in April of 2017 as we had no real CRM for our client services team. Since then, it is now our single source of truth for all things customer success related. We are able to track a client's lifecycle and understand their entire journey including opportunities for risk or improvement. We are still in the beginning stages of rolling out the entire system, but we definitely are seeing much more visibility on a client services department level and as a company as a whole.
  • Communication: Gainsight makes it really easy to track emails sent through the system in one place.
  • Process: We can hold our people accountable with CTAs.
  • Survey/NPS: Gainsight makes it really easy to create/track surveys. We never really surveyed our clients like this and it's nice how it is tied to each account.
  • Health Score Cards: We're able to set up parameters on what is a "healthy" client, which is very helpful.
  • Journey Orchestrator: The UI for creating emails is painful and very outdated.
Incredible support at Gainsight. Gainsight is a pretty complex system as is, but I've always received great and timely support. We have had a lot of specific use cases that are unique to our company and between our CSM, help desk, and online support Gainsight has solved every issue.
We are still building out revenue associated information in our system as our pricing model is unique. Executives have a vested interest in building out this functionality. However, our VP of Client Services loves the dashboards, especially the survey responses.
  • Boosts employee efficiency: We are able to create playbooks that explain exactly what we're looking for our CSMs to do.
  • Communication: As a software company we have to constantly keep our clients updated in real-time. Gainsight has made it easier to see if clients opened/received certain communication.
We just implemented Zendesk and this integrates with Gainsight very well. We no longer have to import the case information, that data flows over automatically. We also use Google Analytics which is huge for us.
Gainsight is the only way to get a holistic view of your customer success efforts. Our team is held accountable for making sure all information is accurate and constantly updated. We had so much information in different systems and departments and now we can consolidate everything into one place.

Gainsight Feature Ratings

Product usage
9
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
Not Rated
Engagement analytics
9
Revenue forecasting
Not Rated
Dashboards
10
Role-based user permissions
6
API
10
Integration with Salesforce.com
8
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated