The timeline feature is incredibly valuable!
May 10, 2019
The timeline feature is incredibly valuable!
Score 9 out of 10
Vetted Review
Verified User
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.
- 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.