Item: Gainsight CS
Rating: 9
Author: Verified User

Overall Satisfaction with Gainsight CS

Use Cases and Deployment Scope

We try to leverage Gainsight CS as our single-source of truth for CS. It is meant to act as the main area the team goes to in planning/structuring their day/week. We use Timeline, CTAs, and dashboards most commonly. We also use JO, reporting, and health scores for client engagement or risk mitigation factors.

Pros and Cons

Pros

Easy to use interface
Customizable environment to fit various needs of the business
Provide helpful insights into best practices, industry standards, etc.

Cons

Editable area for to do's or note taking available like sticky notes

Return on Investment

Great at bubbling up risk and helping to provide proactive mitigation
Allows CSMs to prep for better quality meetings

Usability

From the end-user perspective I think the tool is very intuitive and easy to use. The administrative features are as well but I haven't had as much experience to share further details around any feedback.

Key Insights

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?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

Likelihood to Recommend

The product and company is focused on the customer experience - making sure the voice of the client is heard. Would love to explore more of the client-facing output/options to share metrics/data with clients directly.

Gainsight CS Feature Ratings

Comments

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Great product