The world is your Oyster with Gainsight CS
May 30, 2025

The world is your Oyster with Gainsight CS

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

Overall Satisfaction with Gainsight CS

We use it to manage orders, engagement with clients, health score and community. We are working on accomplishing better collaboration between teams, tracking product sales, and CSQLs

Pros

  • Integrations with Slack, Salesforce, and other Tools
  • Chat Support is great

Cons

  • CSMs aren't very strategic
  • I wish we would have done more discovery for the team as far as use cases with hierarchy and relationships.
  • Naming conventions of products- when to use a rule v. data designer and Sally vs coopilot
  • motivated all teams to use Salesforce and the data being pushed as source of truth
  • identifying process gaps
  • people enjoy seeing data that they couldn't get before
Some of the UI is confusing and I don't love the left hand menu. I think the admin features could be improved- ability to toggle back and forth and then the pop out features/search features. The data mapping could be clearer- they tell me there is limited way to create a master external log of what attributes and data we have and where it lives.
Totango was easier to use whereas Gainsight is extremely customizable. Sometimes you need something with more custom availability. For less technical people, Totango was easier to use and get used to and could be managed by a smaller team.

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

Right now everyone associates Gainsight with only Customer Success but it can be used for all teams annd cross collaboratively - it almost needs to be rebranded as a more global tool for all enterprise. I don't know why we have to use cyber duck to upload things and makes it difficult to manually upload when one person on my team is an expert.

Gainsight CS Feature Ratings

7.5
Product usage
6
Help desk / support tickets
9
5.0
NPS surveys
3
Customer profiles
6
Automated workflow
6
Internal collaboration
8
Customer health scoring
5
Customer segmentation
2
2.7
Customer health trends
3
Engagement analytics
2
Dashboards
3
7.0
Role-based user permissions
7
6.0
Integration with Salesforce.com
6

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