Great solution if data provided to it is implemented properly
September 17, 2024

Great solution if data provided to it is implemented properly

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

Modules Used

  • Gainsight CX

Overall Satisfaction with Gainsight CS

Currently use Gainsight CS for my enterprise book of business to measure adoption and usage across my accounts. Also use Gainsight CS to measure overall customer health used for insight during client calls.

Pros

  • Measure Customer Health
  • Measure Product Adoption
  • Comms that can be measured for CTA's

Cons

  • Naming convention of fields used for API pull
  • UTM tracking of comms, how many times it's been opened or forwarded.
  • Changing of the UI multiple times. Keep it simple stop changing.
  • More flexibility of manipulating customer health scores, not all customers fit into one basket.
  • Makes my job easier to manage having insight into accounts
  • Seeing overall team execution on where my book of business stands
Again, it's one of the better tools but it all is dependant on data input and pulled from API. If your company has been data and execution it makes it challenging.
Leadership was the decision maker

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

Not sure

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?

No

Would you buy Gainsight CS again?

Yes

Still some room for improvement, it all depends on data being input. Maybe chat or AI suggestion bot for asking questions that provide tips and insight.

Gainsight CS Feature Ratings

7.5
Product usage
9
Help desk / support tickets
6
6.8
NPS surveys
6
Sponsor tracking
Not Rated
Customer profiles
Not Rated
Automated workflow
Not Rated
Internal collaboration
7
Customer health scoring
7
Customer segmentation
7
7.8
Customer health trends
7
Engagement analytics
8
Revenue forecasting
7
Dashboards
9
8.0
Role-based user permissions
8
7.0
API
5
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Comments

More Reviews of Gainsight CS

  1. Home
  2. Customer Success Software
  3. Gainsight CS Reviews
  4. User Review of Gainsight CS