Team Gainsight!!
January 07, 2020

Team Gainsight!!

Sarah Yeargin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

We use Gainsight throughout our entire Customer Success Team. Is helps us stay organized by prioritizing our CTA's with a due date and it even allows you to check off smaller tasks within a CTA before closing it out. Gainsight allows you to customize your view as a user and admins have control over the information it shows. It is so nice to have this platform that integrates with Salesforce and shows us a timeline of the team activity! While there is a lot of information, it is well-organized and easy to locate. Highly recommend!!

Pros

  • Seamless integration - I have never had any issues with information showing up after input.
  • Transparency - Clearly shows your progress and where you are at as an individual and team.

Cons

  • Sometimes I am not able to fit all of the items into the window I have open but this is just due to having to shrink the page to fit multiple pages.
  • You need to refresh before grabbing CTAs so that you do not take one that has already been claimed. It does not update in real time so if you are viewing something 60 seconds after someone else picked it up, it will still allow you to take it and that causes issues.
We have a couple of Gainsight admins that are over the customizations. It has taken us a little bit to get things exactly how we want them but overall, we love the end result and Gainsight has been very helpful in assisting our team. We even held a Gainsight user training at our company and it was a big success!
Customer Success is responsible for so much of the recurring revenue. We reduce churn, increase customer loyalty and provide value. Because of this, it is important to have measurable information when considering budgets for headcount, incentives, etc. Gainsight does a great job of forecasting/tracking for us.
  • We are able to see customer health at a glance and know which offices to reach out to first.
  • We are able to see details of what is driving that score up or down so that we know what we need to help with.
I can not think of another product that compares to Gainsight. There is nothing else like it!
We have NPS surveys that go out based on information in Gainsight and we are fully integrated with Salesforce as well.
I would definitely say that Gainsight is a great ADDITION to something like Salesforce, but not enough to replace it. Gainsight does not hold all of the information but it does an amazing job of organizing it and keeping you on track with your goals. Now that I have been using it for so long, I would panic if I ever tried to do my job without it.

Gainsight CS Feature Ratings

8.5
Product usage
10
Help desk / support tickets
7
9.2
NPS surveys
5
Sponsor tracking
Not Rated
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
10.0
Customer health trends
10
Engagement analytics
10
Revenue forecasting
10
Dashboards
10
10.0
Role-based user permissions
10
10.0
API
10
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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