Item: Gainsight CS
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Gainsight to track interactions with our clients and gauge the sentiment of those interactions. We use it to track and action upon customer health and create mutual success plans. We also use it to track client usage of our product and automate CTAs based off client interactions and health score.

Pros and Cons

Client Health Scoring
Mutual Success Planning
Reporting on client interaction, health and sentiment data

Community articles could be more helpful or explain things in a more clear manner
intuitiveness of report building
Intuitiveness of data syncing between systems

Return on Investment

ROI
Customer Health
Renewal Forcasting

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?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

Usability

I would describe myself as a power user/system admin of the tool. The tool is easy to use once you understand how it works. Not having classical training in the tool I was still able to pick up the admin side fairly easy.

Support Rating

Gainsight support is fast and the support representatives often send videos of them showing you how to fix the problem or complete the task you are asking about. The videos are very helpful and make things easier to understand.

Likelihood to Recommend

Gainsight has helped us keep track of customer health through various data points. It has allowed us to focus our touch points and engagements based on customer health as well as things like drops in usage, POC leaving the company, new POC, surveys, support cases etc.

Great Tool for Customer Success

Modules Used

Overall Satisfaction with Gainsight CS