Gainsight Customer Communities Reviews & Insights

Score9 out of 10

6 Reviews and Ratings

Overview

Synthesised from 5 reviews | Last Published May 26, 2026

Gainsight Customer Communities primarily serves organizations aiming to foster customer self-service, enhance product adoption, and improve overall engagement. Users deploy it as a centralized platform for communications, product discussions, and access to support resources like documentation and knowledge bases. In TrustRadius reviews, its robust integration capabilities with CRM systems and comprehensive analytics features are frequently highlighted.

Reviewers also report a positive impact on business objectives, including a 76% increase in customer retention and influencing significant revenue. However, the platform faces criticism for customization limitations, particularly concerning granular control over notifications and user permissions, often requiring developer intervention. Additionally, some reviewers noted deficiencies in its API and reporting for specific data types. Overall, the sentiment indicates a valuable tool for customer empowerment with room for administrative and integration enhancements.

Pros

Robust integration capabilities with existing CRM systems
Comprehensive analytics and reporting for engagement and ROI
Intuitive navigation and effective Q&A/knowledge base features
Direct contribution to revenue and customer retention
Reduction in support cases by enabling self-service

Cons

Customization limitations, especially for notifications and user permissions
Requires developer intervention for certain configurations
Deficiencies in API functionality, with missing REST API features
Difficulties accessing specific data types, such as polling data, in reporting

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Gainsight Customer Communities Reviews

8 Reviews

Gainsight Customer Communities Review

Rating: 9 out of 10

Incentivized

June 3, 2025

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.

Pros

The ideas feature is really important to being able to collect feedback from your customers and be able to measure how many other customers might be interested in it and surface it to the right people with the right weight behind it based on how much engagement gets on the community. So I'd say the ideas feature is paramount for us.

Cons

I'd say there's a couple of drawbacks with some of the configurational settings, specifically around notifications and user permissions. Both of those features could use a bit more granularity and a little bit deeper level of without involving engineering resources.

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.

Gabriel Hollandsworth

Community Product Manager in Marketing at DocuSign (5001-10,000 employees)

Vetted Review

1 year of experience

Gainsight Customer Communities review

Rating: 8 out of 10

Incentivized

June 1, 2025

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.

Pros

Good way to personalize the UI
Easy to moderate
Good integrations

Cons

Wish I could post an article between modules without having to post several times
More menu options
Filters in Groups

Likelihood to Recommend

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

Nina Zhou

customer advocacy and community manager in Marketing at trimble (10,001+ employees)

Vetted Review

1 year of experience

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Gainsight CC review

Rating: 8 out of 10

Incentivized

May 30, 2025

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.

Pros

Easy updates
Content publishing
Analytics

Cons

Customization
Product support
Event features

Likelihood to Recommend

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.

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

Verified User

Manager in Customer Service (501-1000 employees)

Vetted Review

2 years of experience

Gainsight Customer Communities Review

Rating: 10 out of 10

Incentivized

May 30, 2025

Use Cases and Deployment Scope

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

Pros

User Groups
Events
Gamification

Cons

Better reporting
Customization for events and user groups

Likelihood to Recommend

Client base communications for releases

Verified User

Administrator in Customer Service (1001-5000 employees)

Vetted Review

2 years of experience

Customer Communities ftw

Rating: 9 out of 10

Incentivized

May 30, 2025

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

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.

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.

Nick Dollimount

Engineer CS in Customer Service at BeyondTrust (1001-5000 employees)

Vetted Review

1 year of experience

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Great Platform for Customer Support Communities

Rating: 10 out of 10

March 3, 2025

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.

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!)

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.

Verified User

Program Manager in Customer Service (501-1000 employees)

Vetted Review

5 years of experience

We love inSided!

Rating: 10 out of 10

Incentivized

March 18, 2022

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

Pros

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.

Cons

The timing for sometimes for customer support could be improved.
Connecting with a customer success representative could be a little speedier.
Changing the names of groups could be easier! I figured it out, but it wasn't as clear or easy as I think it could be.

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.

Heather Locke

Director of Customer Success in Customer Service at Polco (11-50 employees)

Vetted Review

1 year of experience

InSided is a great product but they can do better

Rating: 9 out of 10

Incentivized

March 1, 2022

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.

Pros

Community
Integrations
Ideation

Cons

Knowledge Base
Troubleshooting

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.

Idan Teram

Product Community Manager in Product Management at Cymulate (201-500 employees)

Vetted Review

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