More productive than ever with Gainsight!
July 02, 2024

More productive than ever with Gainsight!

Derek Bond | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

Gainsight is our source of truth. We use Gainsight CS to store all customer communications, create success plans that align with our customer's goals/objectives, and create workflows to better collaborate with colleagues.

Gainsight CS saves me time by having all key metrics and customer information in one place. NPS scores, CSAT, implementation surveys and more can all be viewed from easy to read scorecards.

Pros

  • Gainsight CS does a great job at surfacing customer health scores in a useful and intuitive scorecard/dashboard.
  • Gainsight CS makes finding relevant customer information easy; we can log meeting notes and automatically push our sent emails to Gainsight through their Chrome plugin.
  • Gainsight Cockpit provides a task management system that makes it easy for me to know what I need to do and when.

Cons

  • Nothing; I really like Gainsight in it's current state.
  • Gainsight has created a positive impact on my renewal attainment. By having more information readily available on NPS, CSAT, and other surveys; I have been able to be more proactive in getting in front of customer challenges/issues.
I find Gainsight to be extremely easy and intuitive to use. All the different modules are listed on the left hand side which make it easy to pivot from reports, to dashboards, and to my cockpit.

The Chrome plugin makes capturing customer interactions easy and less of a manual lift.

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?

I wasn't involved with the selection/purchase process

Did implementation of Gainsight CS go as expected?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

Gainsight is great in the following scenarios if you are looking for a CS platform:
-Great at tracking account health, renewal health, CSAT, NPS, really any metric you can think of that you track at the customer level. Everything is built out in easy to use intuitive scorecard dashboards.
-Great at enabling collaboration between CS and other cross functional teams. Other departments can easily find out info about my latest customer interactions by just viewing the Gainsight timeline

Gainsight CS Feature Ratings

10.0
Product usage
10
Help desk / support tickets
10
10.0
NPS surveys
10
Sponsor tracking
10
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
10.0
Customer health trends
10
Engagement analytics
10
Revenue forecasting
10
Dashboards
10
10.0
Role-based user permissions
10
10.0
API
10
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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