Gainsight makes me feel like a valued customer always!
May 16, 2019
Gainsight makes me feel like a valued customer always!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is being used in the customer success function of our company. Our CSMs, Renewals Managers, and Professional Services teams are all leveraging Gainsight at some capacity. This tool helps us collaborate across teams, stay on track of customer milestones, escalate risks to the appropriate people, and evaluate the health of the organizations we support.
- Automated Calls to Action - I love these as an easy way to prompt action items for our reps
- Customer Service - I adore the Customer Success team and find the technical support team extremely accessible, friendly, professional, and valuable.
- Aggregation - we're able to manipulate data in different ways to surface that for the reps and managers at our company to understand our clients and entire book of business.
- Complexity - this tool is very robust and challenging. At a minimum, it's not that complicated if you have proper training to understand basic functionality. However, to truly take advantage of the best features, you have to have time to dedicate to learning the different components of the tool.
- Opt in/Out functionality for automated emails - I wish we had more control of how we monitor our client's engagement, along with ease of use in trying to recover our points of contact when they decide to opt out of communication.
- Reporting functionality is very minimal and not very user friendly. I'm able to get what I need after much troubleshooting.
We haven't yet made the data in Gainsight visible to our executives. This is definitely an area for improvement. We do, however, sync the data being transformed in Gainsight to Salesforce, which is what is mostly available to our leadership. When the reports and dashboards are improved and more user friendly, I will consider putting Gainsight in front our executives.
- Health Scores have changed how we prioritize our clients, escalate risks, and evaluate ways to take action to improve our NPS scores.
- We've evolved our usage of CTAs to be more intentional in highlighting specific actions as a result of key milestones.
- Automated emails through Journey Orchestrator make it easy to automate our renewal process for organizations who will likely auto-renew (and not renegotiate their terms).
Our Salesforce admin is constantly pushing us to adopt more of the features of Salesforce. However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in Salesforce.
The tools that we have connected to Gainsight include an S3 Connector (from our data warehouse) and Salesforce. The data we collect from the product syncs over via S3, where we are able to manipulate the information in a way that highlights the most important details. Then, the data syncs from Gainsight over to the necessary fields in Salesforce for the entire company's usage.