Gainsight CS, the customer information hub
September 26, 2024

Gainsight CS, the customer information hub

Elizabeth Curry | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

We currrently use Gainsight CS as our customer source of truth. All things that relate to a customer be it contacts, contract details, customer sentiment, customer health, and much more are curated and compiled in the GCS platform. This helps our teams stay connected and up to date on details both to their own clients and other that they may cover due to a fellow CSMs PTO. Currently our ful Customer Experience team utilizes Gainsight CS with our power users being from Customer Success.

Pros

  • Customer health scoring and trending
  • Note, email, and meeting logging
  • Survey creation and response collection

Cons

  • AI functionality
  • Mass updates / CTA creation
  • Increase in integrations available
  • Decrease ramp up periods by 2 months
  • Increased customer health score visibility / scalability
It is a great tool for end users that is easy to navigate / update records. From an adminstrator perspective it is very technical and will require a good amount of experience / training in order to feel comfortable getting the full benefit of the tool.
I think Gainsight CS is easier to navigate and displays in a more easy to view/update fashion

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

Gainsight CS is a great tool for allowing all customer information to be centralized and easily retrived. This allows for improve self service across our organization and minimizes ramp up period for new CSMs. It is a great tool for collecting and analyzing customer sentiment and overall experience given their Programs, surveys, and email template centers. We have seen less value for our sales team who prefers to gather, log, and live in Salesforce.

Gainsight CS Feature Ratings

7.5
Product usage
8
Help desk / support tickets
7
7.8
NPS surveys
10
Sponsor tracking
Not Rated
Customer profiles
5
Automated workflow
7
Internal collaboration
9
Customer health scoring
10
Customer segmentation
6
8.0
Customer health trends
9
Engagement analytics
7
Revenue forecasting
6
Dashboards
10
9.0
Role-based user permissions
9
6.5
API
5
Integration with Salesforce.com
9
Integration with Marketo
6
Integration with Eloqua
6

Comments

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