Great Platform for Customer Support Communities
March 03, 2025

Great Platform for Customer Support Communities

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

Overall Satisfaction with Gainsight Customer Communities

We use Gainsight Customer Communities to provide a customer oriented community to our audience - both prospective and current. This type of community has really allowed us to do more with less. We're able to provide customer support, solution engineering, inspiration, a method to provide feedback, and more - all with a small but highly effective team.

Pros

  • Ease of Implementation
  • Ease of Customer Use
  • Excellent Integrations
  • Listening to Customer Feedback

Cons

  • Analytics; too much trapped behind APIs
  • Permissions; tends to be all or nothing
  • Text editor (outdated) + flat topics (give us threaded!)
  • Incredibly effective SEO; our community tends to hold most of the top 10 search results for common support oriented search terms
  • Reduction in tickets; we're seeing 10-15% reduction in tickets since implementing community
It was super easy to implement and it appears customers are finding it super easy to use as well. We have never had anyone ask how to use community (through any channel) which speaks to the accessibility.
Gainsight CC was a clear winner for us. Khoros was second, but we eliminated it from consideration due to cost and how hard it is to implement. Verint is a great platform, but lacks integrations. Circle is more of a small community platform and better suited to communities of practice.

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

Gainsight Customer Communities is best suited for mid to large scale communities that tend to be more on the support side of things. It's easy to implement and easy for customers to use. If you're a community professional considering platforms like Khoros and Vanilla, I'd strongly consider Gainsight CC too. I wouldn't be as eager to recommend it for a small community due to cost or a community of practice (due to permissions, architecture, and flat topics). It definitely could work, but the ROI and upkeep might be harder to justify.

Comments

More Reviews of Gainsight Customer Communities

  1. Home
  2. Community Platforms and Solutions
  3. Gainsight Customer Communities Reviews
  4. User Review of Gainsight Customer Communities