Gainsight Customer Communities vs. Lexis Search Advantage

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.

Incentivized

It is good for researching previous news stories on a subject and it can be helpful for tracking down people and their biographical information. If you're looking for academic studies on a subject, this is not the best place to go in my opinion. It is also not always current with addresses and phone numbers.

Incentivized

• They provide a ton of materials on best practices in setting up and using their platform
• They provide materials on how to provide an exceptional customer experience, with podcasts, webinars, and blogs.
• They support their community and walk the talk, so to speak in engaging their customers with each other.

Incentivized

• Searching for news stories on a subject.
• Tracking down people.
• Tracking down previous residences of a person.

Incentivized

• Analytics; too much trapped behind APIs
• Permissions; tends to be all or nothing
• Text editor (outdated) + flat topics (give us threaded!)

• Not all address location information is accurate or up to date.
• The previous search function for news stories was easier to use than what was changed last year.

Incentivized

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

Incentivized

It's been several years since I called for help but when I did, Lexis was very helpful.

Incentivized

Gainsight was the best combination of features, service, and price. HL/Vanilla ultimately did not impress, and Khoros was more effort than our small team could manage

Incentivized

Lexis is much more refined in its results. I use it because it is a newsroom standard and it is what is provided by the company.

Incentivized

• 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.

Incentivized

• No idea -- I don't deal with our finances.

Incentivized