End user review of Gainsight
September 25, 2019

End user review of Gainsight

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Gainsight is used by the Customer Success organization to capture and display customer adoption data as it relates to various products. Its use addresses the problem of understanding customer engagement in products with the goal of improving product marketing efforts as well as optimizing future product design and features.
  • Charting/graphing/reporting - lots of options to create visualizations.
  • Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
  • Logical and pleasing UI - easy to follow and find what you're looking for.
  • Playbook creation from template was a bit complicated and not easy to understand - more robust capability and better documentation of the feature would be useful.
The customer service is definitely responsive and will acknowledge requests, but sometimes the waits for resolution can be a bit long, and at times very long.
Executives here focus on customer health scores and trends. Within Gainsight, the functionality that enables this focus are things like Report Builder function which allows ad-hoc report/chart/graph creation. Ultimately those resulting charts are usually placed on dashboards, some of which are created for the customer success organization as a whole and others that are created for executives specifically.
  • Focus customer engagement efforts on highlighting the relevant features of a product to increase retention.
  • Support ongoing satisfaction with the current products customers have in order to facilitate expansion in the future.
  • Increase efficiency by focusing Customer Success Manager efforts towards customers whose engagement is lower.
Salesforce account data and product telemetry data are connected to Gainsight.

The amount of data being used for Gainsight is such that data updates can only be made weekly due to volume and processing time, as well as metric and health score calculation and validation efforts.
It is well suited to adoption/customer success focused endeavors where there is quantifiable data, which will make charting/graphing/etc. much easier. It becomes less intuitive and useful to use in cases where there isn't a lot of quantifiable data but rather subjective type data. For example, gauging a customer's success/adoption by survey questions will make Gainsight less useful than having measurable data.

Gainsight Customer Cloud Feature Ratings

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