Gainsight CS is a solid tool
June 04, 2025
Gainsight CS is a solid tool
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight CS
I am an Admin for our Gainsight CS instance, so I use a wide variety of Gainsight CS's features to solve a wide array of issues, from generating customer health scores to sending 1 to many issues. The product is able to handle nearly all of the varied tasks we throw at it and provide our CS teams with a central tool that provides for their needs.
Pros
- The support for 1:many emails is itself a positive, and in general, so is the Journey Orchestrator tool, especially more recently, as over the last year or so there have been a number of improvements.
- Providing a log of customer interactions.
- Reporting.
Cons
- The email template editor itself though, which is a tool within journey orchestrator, is required to support the use of 1:many emails. While great improvements have been made in the move to current version of the editor, there are still times where work is lost, or the behavior in preview does not align with what is actually output to inbox (such as extra whitespace being added following a token in an email’s subject line), which can be frustrating.
- Improved support for multi-select pick-lists thought the tool.
- Success Snapshots are still more clunky than helpful in some cases.
- Providing visibility into customer interactions
- Managing customer health scores
- 1:many outreaches
Gainsight CS has a richer feature base.
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
Comments
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