Gainsight for Customer Success!
April 25, 2021
Gainsight for Customer Success!
Score 8 out of 10
Vetted Review
Verified User
Modules Used
- Gainsight CS
- Gainsight Platform (formerly Gainsight CDP)
Overall Satisfaction with Gainsight Customer Cloud
Gainsight is primarily used by our Customer Success team. It's an add-on on top of Salesforce and does not require users to log somewhere separately. Like how Salesforce is primarily catered towards Account Executives. Similarly, Gainsight is designed to help out Customer Success team members. Its UI and out-of-the-box functionalities are something that the Customer Success team finds very handy. It gives a good view of overall customer health to CS.
Pros
- Intuitive UI
- Can store and process vast amounts of data.
- Integrates with other 3rd party apps like Zendesk.
- Slack Integration.
Cons
- Data in Gainsight can sometimes get out-of-sync with Salesforce data and you need to set a frequency of updates.
- It does require a special skillset to manage a Gainsight instance.
- You cannot give general users the ability to create reports and dashboards and all of them have to be created by admins that create bottlenecks
- It does require a special skillset to manage but once it is set up the right way, it is a powerful tool for CSMs and management.
- It makes it easier for users to understand the health of a given account and hence prioritize which customers need more attention to avoid churn.
- It reduced storage consumption that was in Salesforce.
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?
Yes
Did implementation of Gainsight CS go as expected?
Yes
Would you buy Gainsight CS again?
Yes
Comments
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