Number 1 customer success platform!
May 17, 2019

Number 1 customer success platform!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is utilised within our Client Services team as a tool to centralise our engagements with our clients and enable us to have a non subjective view of account health. It removes the need to use multiple tools and allows us to pull data from other systems (eg Zendesk, Mixpanel) as part of our health checks.

Pros

  • Customer health
  • Tech touch
  • Best practice
  • Recording of customer engagements

Cons

  • Enhancing their Timeline functionality which supports real life use cases such as pulling in open CTAs to a new timeline entry when recording a meeting with a customer.
  • Further enhances the ability to add comments and tag people in sub CTAs similar to what you see in the overall CTA.
  • Journey orchestrator emails to have the ability to output tabular reports.
Most of the time the team are very good at being responsive, with the odd occasion I've had to send follow up emails for an update. The team are very good at explaining solutions to an issue and make great use of gifs and images to assist.
  • Improve the ease of use in viewing standardised product usage in one platform rather than logging into another system. Become more proactive rather than reactive.
  • Automation and centralisation of customer information has improved efficiency by at least 50% and enabled others to be able to find information more easily.
  • Removed subjective and manual health scoring which was a cumbersome manual process for the team.
Gainsight was demonstrated to be the best customer success platform in the industry and their best practice and thought leadership also boosted our willingness to partner with them.
After extensive research into what customer success software was available, we found Gainsight was a true leader in this area and we were blown away by the possibilities. It allows us to capture our engagements with our customers, record meeting actions (aka action items) and enable the team to view CTAs for their assigned customer accounts. It is limited in sharing meeting timeline records externally in a simple way, however, the benefits in using a customer success system outweigh the cons!

Gainsight CS Feature Ratings

7.5
Product usage
8
Help desk / support tickets
7
6.8
Sponsor tracking
3
Customer profiles
5
Automated workflow
8
Internal collaboration
6
Customer health scoring
10
Customer segmentation
9
8.7
Customer health trends
9
Engagement analytics
8
Revenue forecasting
Not Rated
Dashboards
9
1.0
Role-based user permissions
1
8.0
API
8
Integration with Salesforce.com
8

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