Best product for CS, with room to improve.
August 16, 2019

Best product for CS, with room to improve.

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

Overall Satisfaction with Gainsight

Gainsight is used as a way for current Customer Success Managers and Account Managers to understand the health of the accounts they serve, and as a task management tool.

Pros

  • Quickly deliver mid-level client insights.
  • Generate tasks for users based on client events.

Cons

  • More customization on a user-by-user level.
  • Easier tools for building reports.
  • More reliable rules engines means reports are less likely to fail.
After some early issues, we have found our support prompt and knowledgeable.
  • Maintained first-year client retention while scaling our 1st-year client number by 100%.
  • Improved employee efficiency.
  • Improved client data and insight.
None.
Better for serving small/medium business clients than Enterprise clients.

Gainsight CS Feature Ratings

8.0
Product usage
8
Help desk / support tickets
Not Rated
5.6
NPS surveys
8
Sponsor tracking
3
Customer profiles
7
Automated workflow
5
Internal collaboration
4
Customer health scoring
10
Customer segmentation
2
4.3
Customer health trends
6
Engagement analytics
6
Revenue forecasting
2
Dashboards
3
8.0
Role-based user permissions
8
3.5
API
Not Rated
Integration with Salesforce.com
4
Integration with Marketo
3
Integration with Eloqua
Not Rated

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