Item: Gainsight CS
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Gainsight is utilised within our Client Services team as a tool to centralise our engagements with our clients and enable us to have a non subjective view of account health. It removes the need to use multiple tools and allows us to pull data from other systems (eg Zendesk, Mixpanel) as part of our health checks.

Pros and Cons

Customer health
Tech touch
Best practice
Recording of customer engagements

Enhancing their Timeline functionality which supports real life use cases such as pulling in open CTAs to a new timeline entry when recording a meeting with a customer.
Further enhances the ability to add comments and tag people in sub CTAs similar to what you see in the overall CTA.
Journey orchestrator emails to have the ability to output tabular reports.

Support Rating

Most of the time the team are very good at being responsive, with the odd occasion I've had to send follow up emails for an update. The team are very good at explaining solutions to an issue and make great use of gifs and images to assist.

Executive Visibility

Incredibly important as our executive team have an eye for customer health and looking to understand which customers are at risk of corn like churn. We have an executive dashboard which is built to look at yellow and red accounts, which accounts are up for renewal, and other key measures which require addressing. This drives risk management and proactive executive decisions and direction in resolving any pain points.

Return on Investment

Improve the ease of use in viewing standardised product usage in one platform rather than logging into another system. Become more proactive rather than reactive.
Automation and centralisation of customer information has improved efficiency by at least 50% and enabled others to be able to find information more easily.
Removed subjective and manual health scoring which was a cumbersome manual process for the team.

Alternatives Considered

Natero and ClientSuccess

Gainsight was demonstrated to be the best customer success platform in the industry and their best practice and thought leadership also boosted our willingness to partner with them.

Impact of Data Connectors/Integrations

Zendesk - high level view of open tickets and impact customer account health

Mixpanel - aggregate data to create a standard set of reports for all customer accounts in the system. Removes the need to log into mixpanel to build a dashboard for each new customer account.

Likelihood to Recommend

After extensive research into what customer success software was available, we found Gainsight was a true leader in this area and we were blown away by the possibilities. It allows us to capture our engagements with our customers, record meeting actions (aka action items) and enable the team to view CTAs for their assigned customer accounts. It is limited in sharing meeting timeline records externally in a simple way, however, the benefits in using a customer success system outweigh the cons!

Number 1 customer success platform!

Overall Satisfaction with Gainsight