Gainsight -- We really like you
December 03, 2019

Gainsight -- We really like you

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is used by a variety of departments at my org including Sales, Client Success and Client Implementation. Gainsight addresses support and monitoring of client life cycle, success plans, progress and client risk.

Pros

  • Love, love, love the Timeline feature for my Client Success team -- meetings notes, collaboration etc...awesome feature
  • Very detailed support site and online community
  • CTAs have been a lifesaver for our Implementation Specialists that work with large numbers of clients.
  • Success Plans have been instrumental in supporting our higher-tiered clients without creating duplicate work for our Success Managers.

Cons

  • Ability to print Success plans is severely lacking.
  • Printing survey results is bulky and not user-friendly.
  • Clearly understanding the Gainsight nomenclature (CTAs, Objectives, Playbooks, etc.) and how they relate to the system's internal structure was difficult for someone not super involved with the back-end of the system.
I do not interact directly with Gainsight but we have struggled a bit with getting product issues fixed in a timely manner.
  • Boost employee efficiency particularly with our high volume Implementation Specialists
  • Measure and track NPS for CSAT
  • Track associate KPIs
N/A We have not (as far as I know) used other products like Gainsight, the closest has been Salesforce as a CRM
Keeping track of current client programs with notes, CTAs and Success plans has been a very positive add for my team and they have used the tool with great success. The scenario where Gainsight is a bit of a struggle is for surveys. We consistently survey our clients but very much need a quick tool to report survey results in graph form, which we cannot get from Gainsight at this time.

Gainsight CS Feature Ratings

Customer Data Extraction / Integration ()
Not Rated
7.3
NPS surveys
4
Sponsor tracking
6
Customer profiles
7
Automated workflow
9
Internal collaboration
10
Customer health scoring
8
7.7
Customer health trends
7
Engagement analytics
7
Dashboards
9
Not Rated
Role-based user permissions
Not Rated
9.0
Integration with Salesforce.com
9

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