Gainsight: I dig it!
February 12, 2019

Gainsight: I dig it!

Lauren Marsh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Our client success management team uses the full license and our account management team has access to the salesforce account window.

Pros

  • Rules engine & Journey Orchestrator are great
  • UI is easy on the eyes
  • Dynamic reports are helpful
  • Error messages are actionable
  • Bringing in data from our product is working well

Cons

  • 360 takes too long to load.
  • Journey Orchestra has to be cloned and can't be edited once created. would be easier to be able to make edits in existing programs.
  • would like to add a new Customer Status in addition to active, inactive, churn.
This question is confusing...is it my support of Gainsight? I like it!
Is it the support from Gainsight? It's pretty good.
  • I'm just the admin. Hopefully Sarah Kokin from CSOD will provide specifics.
If you have a team of people responsible for customer success Gainsight provides various ways to keep track and anticipate client needs. If you want to create 'tasks' for users to take action on regarding client data. If you despise time-based workflows from salesforce, Gainsight provides working alternatives.

Gainsight CS Feature Ratings

8.5
Product usage
10
Help desk / support tickets
7
8.5
Sponsor tracking
6
Customer profiles
10
Automated workflow
10
Customer health scoring
8
9.5
Engagement analytics
9
Dashboards
10
10.0
Role-based user permissions
10
10.0
API
10
Integration with Salesforce.com
10

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