Review
May 31, 2025

Review

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

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

We use Gainsight CS primarily to track customer interactions, and surface account level details to CSMs. It’s a system of record for contact records, and contractual information about an account. We also use it for customer surveys including NPS, and to send other mass customer communications. It’s also used to produce a customer health score.

Pros

  • NPS Surveys
  • Customer record interface/visuals
  • CS Thought Leadership

Cons

  • Admin experience
  • Success Snapshots
  • Share C360
  • Time savings
The usability is good but not as intuitive as I would like to see it.

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

Gainsight CS shines for larger CS organizations. There CS thought leadership and community are the best.

Gainsight CS Feature Ratings

7.0
Product usage
7
Help desk / support tickets
7
9.3
NPS surveys
10
Sponsor tracking
10
Customer profiles
10
Automated workflow
10
Internal collaboration
5
Customer health scoring
10
Customer segmentation
10
8.0
Customer health trends
10
Dashboards
6
10.0
Role-based user permissions
10
8.0
Integration with Salesforce.com
8

Comments

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