Gainsight CS Insights
May 30, 2025

Gainsight CS Insights

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

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

We utilize Gainsight CS to provide automation and insights for our Customer Success team that allows them to best help our customer base. This allows our team to have more time working with customers directly, which gives the customers the attention they deserve, which has a positive impact on our retention goals.

Pros

  • Customizable notifications based on account insights
  • Smooth account coverage and transitions
  • High level viewpoints for leadership about both accounts and reps

Cons

  • Better integration between Salesforce for large companies who need multiple instances of Gainsight CS
  • More safeguards around overcomplicated rules in the system
  • Improved mobile experience
  • Our business is retention, so Gainsight CS gives us great insight into where we stand with customers
  • We aren't fully utilizing the Risk model in Gainsight CS, but it is on our roadmap, which will be very beneficial to us
  • Management is able to hold reps accountable with clear objectives
The system itself is easy to follow, but with how customizable the system can be, it can get more complicated than it needs to be.
I have only used Gainsight CS.

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

Gainsight CS is a great fit for a SaaS model business who is retention focused, since it allows for automation around consistent customer communication and insights into things like product usage. For companies with a different, more one-time type of sales model, they may not need to lean on the features that Gainsight CS provides.

Gainsight CS Feature Ratings

9.0
Product usage
9
Help desk / support tickets
9
9.8
NPS surveys
10
Sponsor tracking
Not Rated
Customer profiles
Not Rated
Automated workflow
10
Internal collaboration
9
Customer health scoring
10
Customer segmentation
10
10.0
Customer health trends
10
Engagement analytics
10
Revenue forecasting
10
Dashboards
10
9.0
Role-based user permissions
9
7.0
API
7
Integration with Salesforce.com
7
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Comments

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