Item: Gainsight Customer Communities
Rating: 9
Author: Nick Dollimount

Overall Satisfaction with Gainsight Customer Communities

Use Cases and Deployment Scope

We use Gainsight Customer Communities as our main community platform. We have it configured to use our Okta single sing-on to allow us to maintain a more closed community for our customers. We have moved our monthly email newsletter over to a monthly post in the Community and this appear to be working well so far, though it is in early stages still since launch.

The Community allows us to provide a single point of contact space to provide our customers communications, a place to discuss products and provide support, as well as a central place for searching our documentation, knowledge base, and educational programs. It also provides us with more insight on customer engagement with our content as we report on the usage.

Behind the scenes, we're able to connect into the Community directly via REST API which allows us to move data back and forth to other systems. This helps us maintain more complete data back and forth and helps with reporting as well.

Pros and Cons

Pros

Federated search
Organization of community spaces
Customization

Cons

The REST API could use some work with missing capabilities.
Speed; production instance can sometimes be noticeably slow, especially on the back-end.
Polls; the polling data is not easily accessible. It can be found in the data lake but that is not necessarily simple to access for some.

Return on Investment

We've had a ton of positive direct customer feedback with regards to the Communities; a lot of them are very happy with the implementation and features it provides.
We have lots of customer interactions with both our colleagues as well as other customers and that has shown to lower support outreach in cases where customers normally would have opened support tickets.

Usability

The interface is familiar and has what people expect it to have for an online community. There is nothing confusing and it ties all the features together nicely into a powerful package that is not intimidating and rather quite inviting. It helps foster a positive feeling with your customers and provides a space where customers can engage with each and help each other and that's invaluable.

Alternatives Considered

Gainsight CS and Gainsight PX

Key Insights

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

Not sure

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

Other Software Used

Gainsight CS, Gainsight PX

Likelihood to Recommend

With the amount of features it includes, I'd say it would easily cover a lot of different use cases. If you simply want a place for your customers to be able to engage with each other or if you need a space dedicated to supporting your customers, it will have you covered.

Comments

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Customer Communities ftw