Item: Gainsight CS
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

Call to actions.
Timeline events.

Actual customer success execution.
Rules engine is a bit clunky.

Support Rating

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.

Executive Visibility

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.

Return on Investment

Identify churn risk customers.
Create visibility into team metrics.

Impact of Data Connectors/Integrations

Salesforce is connected to Gainsight as this is the foundation of all of our data.

Likelihood to Recommend

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.

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

Overall Satisfaction with Gainsight