Gainsight Customer Communities Reviews and Ratings

Use Cases and Deployment Scope

We use Gainsight Customer Communities to reduce support tickets and also to drive product adoption and really trying to create a user persona and identity rather for our users to latch onto as part of our community program.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

We use the Gainsight Customer Communities product to deflect support cases, create customer advocates, and increase retention. We want customers to feel empowered to solve their problems and connect with their peers.

Likelihood to Recommend

It’s a great product out of the box but wish there was more support when we need to personalize.

Use Cases and Deployment Scope

We are working to enhance Client Success amd Support at scale. We want clients to better understand what they've purchased and obtain greater value from it, as well as see what else they could obtain value from what they have not yet purchased.

Likelihood to Recommend

<div>Gainsight Customer Communities is great at helping members connect to each other, comparing use cases and collaborating on challenges or answering questions. It provides a variety of options for content streams and segmentstion, and has great role-based permissions. </div><div>

</div><div>Some areas are not fully mature (events, user groups, customization options) but they are improving.</div>

Use Cases and Deployment Scope

We use Community to connect our client community and offer a place for self service.

Likelihood to Recommend

Client base communications for releases

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.

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.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

We use inSided as our community forum to do 3 things: 1. engage and inspire customers with newsworthy content 2. educate customers on how to use our platform and best practices 3. connect our customers to each other for inspiration and ideas

Likelihood to Recommend

Overall we have been happy with the functionality and ease of use of the inSided platform. Our ability to offer resources in an easy-to-navigate format through the knowledge base is friendlier and more effective than what we used in our previous KB. We are able to engage more with our customers as they offer ideas through the inSided platform. This will become more effective as our customer base grows.

Use Cases and Deployment Scope

We use InSided as a community platform and a Knowledge base. It helps us with communicating with our users and increasing brand awareness.

Likelihood to Recommend

The community tool works great, the users like using it and asking questions, as well as the ideation which is great for users' feedback and other ideas. The Knowledge base is not so good, we weren't able to sync it with our app as promised. The communication with our users works well as well.