Robust product with a steep learning curve for admins
June 01, 2025

Robust product with a steep learning curve for admins

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

Modules Used

  • Gainsight CS

Overall Satisfaction with Gainsight CS

As a supplement to our CRM for better insights, CS-focused activities, easier customization, and to simplify account management transitions.

Pros

  • Easy to find things
  • Love the AI cheat sheet

Cons

  • So super heavy on admin - you can't really function without a super experienced admin(s) that need to be dedicated resources.
  • Reporting should be available to end users to create in an easy way.
  • Eliminating manual sheet tracking & converting into dashboards
End user experience is great. Admin experience is extremely heavy and requires a deep knowledge and resource capacity.

Do you think Gainsight CS delivers good value for the price?

Not sure

Are you happy with Gainsight CS's feature set?

Yes

Did Gainsight CS live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Gainsight CS go as expected?

I wasn't involved with the implementation phase

Would you buy Gainsight CS again?

Yes

Pricing structure doesn't lend itself well to large groups of accounts. Trying to figure out how to bring in our full customer base at scale-able level has been difficult.

Gainsight CS Feature Ratings

4.0
Product usage
4
Help desk / support tickets
Not Rated
8.0
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
8
Automated workflow
9
Internal collaboration
8
Customer health scoring
7
8.0
Customer health trends
7
Dashboards
9
10.0
Role-based user permissions
10
8.0
Integration with Salesforce.com
8
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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