Item: Gainsight CS
Rating: 8
Author: Verified User

Overall Satisfaction with Gainsight CS

Use Cases and Deployment Scope

we use Gainsight to manage customer retention and churn risks. We also use it to manage any communications with members, especially through email. We also use it to create people maps so that we can have a better understanding of who the direct contact person is for that account. We don’t use it to its fullest potential and are excited to learn more about it

Pros and Cons

Pros

Creating action plans to reduce churn
Tracking comms
Analytics

Cons

be able to pull communications from cases in salesforce and Slack into the timeline to be able to see what’s going on with the member across the board
I don’t love how my cases and salesforce are organized in the Gainsight format. I don’t like the true or false to see if a member has communicated back to me, I’d rather it be a check mark

Return on Investment

Help reduce churn

Usability

I think overall it’s a really great product, I think that there’s a lot more to learn and use and I’m excited to learn more here at the conference

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

Likelihood to Recommend

I think it is a really good job with managing the overall touch points and sentiment of members. I think there’s a lot more to it that I haven’t learned because of poor adoption and education from my team, which obviously impacts my experience with the product

Gainsight CS Feature Ratings

Comments

Please log in to join the conversation

New to CS and Love Gainsight CS

Modules Used