TrustRadius
Timeline Lifeline
https://www.trustradius.com/customer-successGainsightUnspecified8.4361101
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August 16, 2019

Timeline Lifeline

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

We use Gainsight within Customer Success, Sales, and Renewal teams to help provide a better workflow experience in managing our customers. Salesforce can get very overloaded with information and it's refreshing to have a platform that was designed around the customer success mindset but still sync back to Salesforce as needed.
  • Effective communication logging through the Timeline feature has drastically changed our visibility into engagement activities and cross-collaboration among teams.
  • Success Plans have helped us have laser focus action plans and tracking for implementation of onboarding needs.
  • Pro-active data-driven CTAs for Customer Success Managers enable the team to get in front of potential risk and help turn things around before it's too late.
  • Reports and dashboards could be made more robust, I often feel stuck with the current layout and design options.
  • Formatting of text in emails or input fields is a bit clunky and often times gets out of whack requiring additional time to correct.
Support is pretty responsive when I need them and I find the knowledge base is helpful for self-service.
  • Improve retention.
  • Boost employee efficiency.
  • Improve internal cross-collaboration by having more detailed visibility into accounts.
Well suited for onboarding, pro-active CTAs, timeline tracking. Less appropriate for technical case logging, multiple billing entities/divisions/products.

Gainsight Feature Ratings

Product usage
4
Help desk / support tickets
2
NPS surveys
7
Sponsor tracking
9
Customer profiles
9
Automated workflow
8
Internal collaboration
8
Customer health scoring
9
Customer segmentation
5
Customer health trends
3
Engagement analytics
3
Revenue forecasting
3
Dashboards
3
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated