Gaining true Insights into your Business.
January 08, 2020

Gaining true Insights into your Business.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

We use Gainsight in the Customer Support and Success teams. It helps us bring together information from multiple software applications. Salesforce, Zendesk, Domo, and Pendo, these are are the primary software applications we use. For the two teams this is what they use to connect and record contacts with our clients. It can be customized, and we are doing better now.

Pros

  • Allows us to bring information such as, client Health Scores to our cockpit view.
  • Allows us to use our Salesforce information, but in a more efficient way for our teams.

Cons

  • It was a difficult transition, with issues that needed to be ironed out.
  • Customizable, but we had to collaborate, rather than having each individual team have their own options.
We have received good support with most of our inquiries. And that has not been a part of my direct experience. They have occasional had issues that were a little more difficult to diagnose. In those cases, we have had to be a little more patient that we would like.
There is a robust reporting system that has been very helpful for management. Each of our individual teams has multiple reports available to assess the teams efforts and success. The analytics helps to determine effectiveness of campaigns and more importantly it helps us have a better view at hiring needs and being able to set appropriate goals.
  • Health scores have been used to create a campaign to help the lowest scores reach our highest level. One team has a goal of 85 % green by the end of each month. These are newly ported offices.
  • Upsell opportunity are shown, and graphs are shown for each employees successful efforts.
We have tried multiple software options, and Gainsight for us has been robust enough for us to gain the information, and reporting for us to create the plans we need to continue a fast growing teams. We are constantly looking for additional ways to improve our view.
Salesforce is the primary software for the sales organization, and they are not using Gainsight. All of the support organizations see Salesforce through Gainsight. So we have occasional issues with sales not seeing the exact view as others. We have eliminated the majority of the pain points with the view discrepancy.
We have gained a lot of insights into the clients we have enabling us to plan more effective ways to help and support them. When we pull up a client's file we have a color coded health score that helps us understand the basic adoption. This also helps to prioritize the struggling clients to help them achieve greater success.

Gainsight CS Feature Ratings

Product usage
9
Help desk / support tickets
8
Customer profiles
9
Automated workflow
8
Internal collaboration
8
Customer health scoring
10
Customer segmentation
8
Customer health trends
9
Engagement analytics
8
Revenue forecasting
8
Dashboards
9
Role-based user permissions
8
API
8
Integration with Salesforce.com
8

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