A good way to help your organization see more with your customers
February 18, 2020

A good way to help your organization see more with your customers

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is currently being used within our customer success department only. Our intended use is to help us become a more proactive organization and a way to better organize our day through the usage of the call to actions.
  • Call to actions.
  • Timeline events.
  • Actual customer success execution.
  • Rules engine is a bit clunky.
We often reach out to the support team and it takes a while for our tickets to be resolved depending on the size of the ticket. We are frequently referred to their community and our admin has become self-sufficient in finding answers without using support.
Our executive team leverages the Gainsight dashboards that we have built to give them visibility into our top accounts. Our executives will review the dashboards in meetings and get a nice high-level overview of our top accounts from this.
  • Identify churn risk customers.
  • Create visibility into team metrics.
Salesforce is connected to Gainsight as this is the foundation of all of our data.
I am a bit passive because I believe Gainsight has everything we need to be successful and become proactive, but I also feel it is something that can be built with the correct resources in another CRM.

Gainsight CS Feature Ratings

Product usage
NPS surveys
Not Rated
Sponsor tracking
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Not Rated
Customer health trends
Not Rated
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Role-based user permissions
Not Rated
Integration with Salesforce.com
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated