Item: Gainsight CS
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

I use Gainsight to be the endpoint Customer Success Platform tool for all of our post-sales teams. I build, manage, and integrate customer data related to their usage, support, onboarding, solutions, and LMS data to drive proactive actions and decisions based on the data configured. With Gainsight's CS product, we're able to quickly determine health, areas for improvement, and areas of risk & concern very quickly and address them with action.

Pros and Cons

Health Scoring.
Integrations
Best Practices in CS (Community, docs, admin Slack channel).
Actions (CTAs).
Success Planning (ROI Tracking).
Reporting/Dashboarding.
Bi Functionality.
Email & Surveys.

Success Snapshots - Not Easy to use.
Horizon Analytics Rules Engine - Bionic still proves to be better.
In Line Report Editing - Only allowed on the home page and in 1 report type on the Company object.

Return on Investment

Allowed for a proactive approach as opposed to a reactive approach to customer data.
Centralized Customer Data.
Saved ARR & "Surprise Churn".

Alternatives Considered

ChurnZero and Vitally

Gainsight not only has the superior technology, (by a lot) but they have the community, documentation, LMS to overcome the inevitable struggles of adopting a new tool for the first time. It scales with your business and is built for start ups, mid size and large enterprise organizations, and their teams.

Key Insights

Do you think Gainsight CS delivers good value for the price?

Yes

Are you happy with Gainsight CS's feature set?

Yes

Did Gainsight CS live up to sales and marketing promises?

Yes

Did implementation of Gainsight CS go as expected?

Yes

Would you buy Gainsight CS again?

Yes

Other Software Used

Atlassian Jira Align, Salesforce CMS, Slack

Usability

No software is easy to learn and apply. Gainsight has all of the resources needed to begin. Gainsight GO is an excellent documentation catalog. Community and Slack are great places to connect and strategize around best practices. The LMS system is enriched with hours and hours of training videos and quizzes. The certification process is well-documented and clear.

Support Rating

I interact with support 1-2 times a month at most. Because of the robust documentation, you can problem-solve a lot of issues that are more configuration related than system related. Gainsight also offers a support chat agent who is generally very knowledgeable and can help solve half of the problems that would normally come through support.

Likelihood to Recommend

Gainsight is well-suited for all CS teams and segments. It does an excellent job of organizing your data and allowing you to take action in many ways. It can help you be predictive by connecting data sources such as product usage data or support data. It can tackle a 1:many CS model where you need to communicate with several customers at once.

Highly Recommend Gainsight for all CS Organizations!

Modules Used

Overall Satisfaction with Gainsight CS