Item: Gainsight CS
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Gainsight is currently used by sales (customer success) and piloted by some account executives. We use it to predict the customer health and renewal activities.

Pros and Cons

Call to Actions
Health scores
Reporting and Dashboards
Email
Surveys

Inability to integrate with Outlook and Gmail
Sending tabular reports via email
Ability to mark certain timeline notes as favorites

Gainsight has world-class customer support. They have online chat that is the best tool for support and the team members are really responsive and extremely knowledgeable. They at times get on the call and do Webex to fix issues.

Executive Visibility

This is extremely important. The executives use gainsight viewing license via Salesforce widget and dashboards to drill down the data. Find opportunities and predicts where care is needed

Return on Investment

Increased the frequency of surveys due to ease and flexibility
Tracking up-sell opportunities
Employee efficiency for tracking renewals
Health scores
Collaboration

Alternatives Considered

ClientSuccess, Natero and Totango

The ease of use, UI, and customer support. It seems like every employee is very well versed with the usage of Gainsight.

Impact of Data Connectors/Integrations

Currently only Salesforce but we plan to integrate with Atlassian and Netsuite.

Likelihood to Recommend

Easy to setup, tons of online tutorial resources, and a great and helpful Gainsight community. Early indicators of churn risks, great CTA/reports, and a great renewals process. Great customer support, actually one of the best.

Gainsight: the best in class!

Overall Satisfaction with Gainsight