Review
May 31, 2025

Review

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

Overall Satisfaction with Gainsight CS

Right now we are still struggling to use the product right, but we are getting there, we use the product to centralize our customer data and to make sure that our CSM team are well equip to understand our client need.

Pros

  • Document
  • Scorecard
  • CSAT

Cons

  • Best practice
  • Negative, there is a lot of confusion and resistance form our CSM team for the usage of Gainsight CS
  • Positive, CSAT and NPS survey we sent our client worked well
I think this is a powerful tool, but we are not using it well
I wasn't in the team for the selection of the product, I've join the team later

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

Form what I can see, everything is there, we just need a better understanding of the product.

Gainsight CS Feature Ratings

Customer Data Extraction / Integration ()
Not Rated
5.8
NPS surveys
8
Customer profiles
7
Automated workflow
5
Internal collaboration
5
Customer health scoring
5
Customer segmentation
5
6.3
Customer health trends
7
Engagement analytics
5
Revenue forecasting
5
Dashboards
8
8.0
Role-based user permissions
8
6.0
Integration with Salesforce.com
6

Comments

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