Item: Gainsight CS
Rating: 10
Author: James Whitehead

Overall Satisfaction with Gainsight

Use Cases and Deployment Scope

Gainsight is being integrated across our organization as the hub for all client facing actions and communications. Our goal with Gainsight is to increase client retention.

Pros and Cons

Pros

Customization of tools. It's an extremely powerful tool to implement your client success operations strategy and increase retention.
Client support is very fast to respond to inquires.
The Gainsight Vault and Community are both instrumental in learning the platform and enhancing your strategy.

Cons

Gainsight has a very steep learning curve.
The unique terminology of Gainsight can be a bit opaque as to what a particular piece of data represents.

We had some data issues earlier this year that weren't addressable by an admin and support didn't take care of them in an efficient manner. Support has been much more responsive and thorough since that issue was resolved.

Return on Investment

Unifying and stremalining our internal alerts to our CSMs.
Unifying our messaging to our Clients on behalf of our CSMs
NPS alignment workflow between Client Success and Product.

Likelihood to Recommend

Gainsight is very powerful with closing the loop on NPS in a cohesive, unified way so every client receives the same experience. Rolling out mutually agreed upon strategy at scale gives CSMs the ability to address concerns and change client sentiment seamlessly.

Gainsight is also very powerful at unifying client experience.

Gainsight CS Feature Ratings

Comments

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(Almost) One Year as the Gainsight Administrator