TrustRadius
The timeline feature is incredibly valuable!
https://www.trustradius.com/customer-successGainsightUnspecified8.4361101
Ashley Phelps profile photo
May 10, 2019

The timeline feature is incredibly valuable!

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Gainsight is used across the organization to see customer health and document activities on the customer timeline. The primary users are Customer Experience Managers and Account Managers, with executives using it to see the timeline activities of the customer. We use some CTAs for sending semi-automated emails. Most recently, we are using it for Risk and Escalation documenting and processing.
  • The timeline is great for having one place for everyone to log notes/emails/calls/important milestones in a customer's lifecycle.
  • Creating rules to generate calls to action.
  • Fantastic reporting.
  • NPS Surveys.
  • Creating Rules in the Rules Engine is complicated.
  • Being able to edit someone else's Gainsight timeline log.
  • Reporting on internal/external attendees on a timeline activity.
Live chat hours are limited (they are not 24/7). Many questions are not resolved via chat and have to be escalated. Once a chat is escalated, it can take days to even get a response.
We have executive dashboards for execs to see NPS scores/responses, risks & escalations, discoveries, and the number of calls with accounts on a weekly/quarterly basis. They also can look into the timeline of an account and see all interactions with that account over their lifecycle.
  • We have used Gainsight to increase knowledge transfer across internal people managing accounts.
  • We have used it to hold AMs and CEMs accountable for making sure we are touching our healthy accounts at least once per quarter.
  • We have used it to increase executive visibility into what's happening in the day-to-day with customers.
Gainsight is well suited for organizations where people are taking notes and documenting things related to their customers, and need them to be visible to the entire organization for visibility, knowledge transfer, etc.
Gainsight is less appropriate for a company that is not B2B, and does not have accounts/clients.

Gainsight Feature Ratings

Product usage
Not Rated
Help desk / support tickets
7
NPS surveys
5
Sponsor tracking
Not Rated
Customer profiles
9
Automated workflow
7
Internal collaboration
8
Customer health scoring
Not Rated
Customer segmentation
Not Rated
Customer health trends
Not Rated
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Dashboards
4
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
7
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated