Item: Gainsight Customer Communities
Rating: 9
Author: Gabriel Hollandsworth

Overall Satisfaction with Gainsight Customer Communities

Use Cases and Deployment Scope

We use Gainsight Customer Communities to reduce support tickets and also to drive product adoption and really trying to create a user persona and identity rather for our users to latch onto as part of our community program.

Pros and Cons

Pros

The ideas feature is really important to being able to collect feedback from your customers and be able to measure how many other customers might be interested in it and surface it to the right people with the right weight behind it based on how much engagement gets on the community. So I'd say the ideas feature is paramount for us.

Cons

I'd say there's a couple of drawbacks with some of the configurational settings, specifically around notifications and user permissions. Both of those features could use a bit more granularity and a little bit deeper level of without involving engineering resources.

Return on Investment

We are actually doing some work to prove return on investment for investing in Gainsight Customer Communities right now, and it's proving to be exponentially higher than we initially estimated. I'm not sure the exact numbers off the top of my head, but we're having a monumental impact compared to what we projected in terms of monthly recurring revenue and customer churn.

Usability

I'd give it a nine because there are some aspects of it that we've had to, we've tried to find workarounds for, but there was no alternative but to involve engineering support and rely on custom development to make it work how we needed to

Key Insights

Do you think Gainsight Customer Communities delivers good value for the price?

Yes

Are you happy with Gainsight Customer Communities's feature set?

Yes

Did Gainsight Customer Communities live up to sales and marketing promises?

Yes

Did implementation of Gainsight Customer Communities go as expected?

Yes

Would you buy Gainsight Customer Communities again?

Yes

Likelihood to Recommend

A great scenario that we use the community for is product adoption. That's one of the things we use it for. So sending our new customers as part of their onboarding flow to the community to learn from others and see the resources that are available and know that there's a place for them to ask questions and get their questions answered. That's probably one of our primary use cases and scenarios that it works straight in. I can't really think of something that it wouldn't work good for. That's a tough one to think of on the spot.

Gainsight Customer Communities Feature Ratings

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Gainsight Customer Communities Review

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