Item: Gainsight CS
Rating: 9
Author: Verified User

Overall Satisfaction with Gainsight CS

Use Cases and Deployment Scope

I use Gainsight on the ops side. We use this to track escalations, deliverables, tasks, and any other forms of engagement our csm's have with customers. Gainsight helps organize these issues into dashboards and other automated cues that allows our team to work more efficiently throughout their days. Before Gainsight we struggled with organization and tracking for our customers especially around who was reaching out to who and when. GS helps solve both of these issues.

Pros and Cons

Pros

Automation
Task generation & organization
engagement trackers

Cons

Creating Programs
Linking API's
Data Designer

Return on Investment

Positive impact on customer surveys
Customer satisfaction has gone up
engagement has improved

Usability

I give it a 7 because of a few things. My current answer would be closer to a 9 but that is because we have a former GS employee helping at every step of the way. He answers all questions and is extremely smart and able when it comes to GS. This has allowed us to learn the platform much faster than normal. Without him I do think I would have struggled more in picking up the platform. It isn't the most user friendly and can be difficult to navigate at times. Once you have a general understanding of the platform the usability is great. However, for a first timer GS is not the most approachable platform. Specific areas that are confusing are data designer and programs. Linking Snowflake to the designer and creating automated sends can be tricky and is not the easiest to learn.

Alternatives Considered

Salesforce CRM Analytics

We went with GS based off of the fact that it was a true CS platform. Other products were spread thin across a few areas but nothing like Gainsight. It was something that everyone felt was the right thing for a CS org. We were able to break away from sales and other sales specific platforms and focus on one solution that was purpose built for our needs.

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?

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

Other Software Used

Outreach, Salesforce CRM Analytics, Notion

Likelihood to Recommend

Gainsight has been very helpful around updating our C-suite on whats going on within the CS org. We can quickly gather and write up on our top customers based on triggers we have set up in GS around key metrics. Before we would manually go through our top accounts and read through emails and updates. With GS with everything built into reports and can easily comb through the accounts pages for everything we need.

Gainsight CS Feature Ratings

Comments

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Great platform for any CS Org

Modules Used