A powerful tool to build a CS division
August 15, 2019

A powerful tool to build a CS division

Lindsey Schell | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is used as our Customer Success Management tool.

Pros

  • CS Management dashboards.
  • Customer lifecycle.
  • Customer health.

Cons

  • Slow load times.
  • It takes a large number of clicks to get into the main work screens.
My Customer Success Manager is terrific and very responsive. I've had fewer successful interactions with the tech support team.
This is an important source of information for executives when preparing for customer calls and meetings.
  • It's boosted employee efficiency.
  • Improved customer lifecycle visibility.
  • We better understand customer health.
Salesforce.
Gainsight does a great job of consolidating relevant account information and automating tasks associated with Customer Success. Their staff is also very helpful in recommending the best practices they've observed across their own customers.

Gainsight CS Feature Ratings

6.5
Product usage
7
Help desk / support tickets
6
6.9
NPS surveys
7
Sponsor tracking
6
Customer profiles
8
Automated workflow
7
Internal collaboration
6
Customer health scoring
7
Customer segmentation
7
7.0
Customer health trends
8
Engagement analytics
7
Revenue forecasting
6
Dashboards
7
8.0
Role-based user permissions
8
7.5
API
7
Integration with Salesforce.com
8
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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