Item: Gainsight CS
Rating: 8
Author: Verified User

Overall Satisfaction with Gainsight

Use Cases and Deployment Scope

We use Gainsight as a way to manage our customer accounts. The entire customer success department uses the software. Gainsight allows us to track a client's progression. We are able to create a timeline of all interactions with each client. As such, we are able to easily determine the health and engagement of each one of our clients.

Pros and Cons

Pros

Timeline -- allows accounts managers to record events. You can detail date, time, who was involved, how long it lasted, and an open notes section. You can also log clients missing/skipping interactions
Calls to Action (CTAs) -- can set up one-time or recurring CTAs across the entire organization. Helps to prioritize actions and work collaboratively across teams.
Recording Scores -- the ability to record customer health scores. Allows for a quick summary view of health that can be expanded on in the notes/timeline

Cons

CTAs are are used rather broadly, would like a specific recurring accounts update section
Would love an integration with Google calendar to automatically log my calls
Requires a high degree of training to know the ins and outs. A more robust knowledge base with training videos would be awesome!

Support Rating

The Gainsight support team is very responsive and engaging. They worked diligently to help cater our Gainsight environment to our needs. They were very quick to learn what our organization was looking for. With that knowledge they were able to proactively help us get set up as opposed to responding to questions of, "Can Gainsight do this?"

Return on Investment

Increased visibility into all accounts
Boosted employee engagement into overall customer health
Gave a 360 degree of accounts from sales through renewal

Likelihood to Recommend

Well suited for a large, international organization, allows for total team collaboration. Since our organization spans different time zones, having one place to update accounts makes it easy to determine the health of each customer

Would not recommend for a smaller, centralized organization where the entire company can collaborate physically in the same office. It would be useful, but the cost may not outweigh the benefits.

Gainsight CS Feature Ratings

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Gainsight - A great way to see ALL of your clients