Gainsight CS Gains
May 30, 2025

Gainsight CS Gains

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight CS

We use Gainsight to manage customer adoption and health metrics. We track all email, call, outreach engagement with the customer on Gainsight as the source of truth. We also leverage copilot for AI analytics and insights into customer product usage.

Pros

  • Centralized source of truth
  • CTAs
  • Reporting

Cons

  • Salesforce opportunity as line items under a customer account
  • Telemetry into multiple accounts under a master account (aggregation into parent company)
  • Copilot often gives incorrect or incomplete searches
  • Saved hundreds of hours for reporting
  • Saved alot of time from cross functional teams asking for data
We need a better way to aggregate data from child company to parent company for an overall MSA

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

Well suited for CS and renewal organizations

Gainsight CS Feature Ratings

7.0
Product usage
8
Help desk / support tickets
6
6.8
NPS surveys
8
Customer profiles
8
Automated workflow
5
Internal collaboration
7
Customer health scoring
7
Customer segmentation
6
6.8
Customer health trends
7
Engagement analytics
7
Revenue forecasting
6
Dashboards
7
6.0
Role-based user permissions
6
7.3
API
8
Integration with Salesforce.com
7
Integration with Marketo
7
Integration with Eloqua
Not Rated

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