Gainsight for Customer Success!
April 25, 2021

Gainsight for Customer Success!

Anonymous | TrustRadius Reviewer
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.
  • Intuitive UI
  • Can store and process vast amounts of data.
  • Integrates with other 3rd party apps like Zendesk.
  • Slack Integration.
  • 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

It makes things easier to navigate and view.
Most of their support seems to be offshore and hence response times seem delayed.
Gainsight mainly processes a lot of data from different sources (Salesforce, Zendesk, DW) and can display it in an easy-to-consume manner. Technically if all the data does reside in Salesforce and you have a dev team who can create similar views and functionalities, you then really don't need Gainsight for such a use case. But if your CS team relies on data from other systems as well, then Gainsight becomes more powerful.

Gainsight CS Feature Ratings

Product usage
8
Help desk / support tickets
9
NPS surveys
7
Sponsor tracking
8
Customer profiles
8
Automated workflow
9
Internal collaboration
7
Customer health scoring
9
Customer segmentation
9
Customer health trends
9
Engagement analytics
8
Dashboards
9
Role-based user permissions
6
API
9
Integration with Salesforce.com
9
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated