Item: Gainsight CS
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Gainsight was being used by all of the customer success to log activities with customers on a daily basis. We also had very specific alerts related to usage and communication built in to make sure we were monitoring how our customers were doing with our product and how often we were speaking with them.

Pros and Cons

Customized alerts directly to your email
Incredible reporting/graphs to show customers usage breakdowns

Load time of reporting can be slow based on how large of a data set you are pulling

Support Rating

Overall most support tickets are resolved after back and forth. I would love to see more 1-1 solving via phone calls to knock out the robotic feeling of a queue. I feel like this would increase the speed of time to resolution.

Executive Visibility

My manager and VP monitored my team's activities and where our customers were at daily. We used our activity dashboard as the basis for our weekly 1-1s and also for calculating our quarterly bonuses.

Return on Investment

Easier to present ROI to customer.
Helpful in building our business reviews (i.e. dashboards, graphs and overall reporting suite).

Impact of Data Connectors/Integrations

SalesForce

Likelihood to Recommend

Best suited for users looking to organize a lot of different information about a lot of different customers. Less appropriate for a sales team from a day to day basis, but extremely useful for a customer success team.

As a CSM, you are constantly context switching between customers and it can become hard to keep track of your most recent interactions/where each customer stands in regards to product usage. Gainsight solves this problem. Both departments (sales & customer success) can benefit from the reporting suites and alerts in Gainsight.

Gainsight - The Best Way to Organize Customer Success Teams

Overall Satisfaction with Gainsight