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Gainsight Customer Communities

Score9 out of 10

6 Reviews and Ratings

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What is Gainsight Customer Communities?

Gainsight Customer Communities is a centralized destination that brings customers, resources, and products together. The hub helps users to engage, retain, and delight customers by unifying customer resources, leveraging dynamic search and AI capabilities, building an influential user community.

Categories & Use Cases

Media

where to create a centralized, branded destination that brings together resources. This helps customers find answers faster and keeps teams engaged.
how federated search pulls results from across locations, giving users one place to search and discover the content they need.
where to build an interactive space where users can ask questions, share expertise, and learn from each other. This helps to create stronger customer relationships through conversation, with recognition, gamification, and insights that tie directly into customer success workflows.
where to promote upcoming webinars, workshops, and in-person events where customers already connect. Boost participation, support education goals, and create opportunities for real-time engagement without relying on email alone.
a display of everything needed to manage a community, such as recent activity, pending posts, and new users.
where to launch new community pages using a drag-and-drop builder, WYSIWYG editor, and prebuilt widgets.

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Reviews

What users are saying about Gainsight Customer Communities.
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Gainsight Customer Communities Review

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

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.

Return on Investment

  • We are actually doing some work to prove return on investment for investing in Gainsight Customer Communities right now, and it's proving to be exponentially higher than we initially estimated. I'm not sure the exact numbers off the top of my head, but we're having a monumental impact compared to what we projected in terms of monthly recurring revenue and customer churn.

Usability

Customer Communities ftw

Incentivized
Nick DollimountView profile
Engineer CS in Customer Service at BeyondTrust (1001-5000 employees employees)

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.

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

Alternatives Considered

Gainsight CS and Gainsight PX

Other Software Used

Gainsight CS, Gainsight PX

Gainsight Customer Communities review

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

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

Return on Investment

  • Increase retention by 76%
  • Decrease support cases by 20%
  • Influenced 2 million in revenue

Usability

Other Software Used

Adobe Marketo Engage, Salesforce CMS, RingCentral Meetings

Gainsight CC review

Incentivized
Verified User
Manager in Customer Service (501-1000 employees employees)

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

Return on Investment

  • Improved customer satisfaction
  • Improved product awareness
  • Reduced customer effort

Usability

Alternatives Considered

Khoros Communities and Higher Logic Vanilla

Other Software Used

Slack, Gainsight CS

Gainsight Customer Communities Review

Incentivized
Verified User
Administrator in Customer Service (1001-5000 employees employees)

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

Return on Investment

  • Increase community feedback
  • Peer help

Usability

Other Software Used

Gainsight CS

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