What is Gainsight Customer Success?
Gainsight CS is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers. Easily access customer insights in a centralized view. Utilize all survey types for a best-in-class customer feedback program.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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88 Likeliness to Recommend
92 Plan to Renew
88 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+75 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Gainsight Customer Success?
Pros
- Performance Enhancing
- Enables Productivity
- Acts with Integrity
- Generous Negotitation
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Questionnaire Design/Survey Builder
Alerts
Text Analytics
Dashboards, Analytics and Reporting
Multi-Channel Data Collection
Data Visualization
API Framework
Sentiment Analytics
Vendor Capability Ratings
Breadth of Features
Business Value Created
Usability and Intuitiveness
Ease of Customization
Ease of Data Integration
Quality of Features
Ease of Implementation
Availability and Quality of Training
Product Strategy and Rate of Improvement
Ease of IT Administration
Vendor Support
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Gainsight Customer Success Reviews
Nick S.
- Role: Sales Marketing
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Aug 2022
Easy to use customer experience management
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Ability to customize and schedule work for CSMs
What is your favorite aspect of this product?
Unique and configurable risk scoring looking at customers propensity to renew
What do you dislike most about this product?
Slower load times and sometimes navigating is non-intuitive. Would want more executive reporting/management reporting built into the product. Want more ability in the product to help CSMs focus towards certain work/goals without having to use CTA's for everything. Context specific CTA's.
What recommendations would you give to someone considering this product?
Definitely purchase this for your CS teams.
Pros
- Performance Enhancing
- Reliable
- Enables Productivity
- Unique Features
Farhan M.
- Role: Sales Marketing
- Industry: Engineering
- Involvement: IT Leader or Manager
Submitted Aug 2022
Wonderful tool for customer experience management!
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
We recently bought out Gainsight at our Company. The product is incredibly strong and allowed us to work our interesting data models to accomplish business results. This included getting greater analytics and sentiments into the feedbacks of our clients and the capacity to send messages with dynamic information to our clients.
What is your favorite aspect of this product?
Generally, Gainsight has a few incredible features and the integrates well with Salesforce, Slack and other tools keeps the information precise and more straightforward to explore
What do you dislike most about this product?
Nothing specific.
What recommendations would you give to someone considering this product?
This is extraordinary tool to take against the information and skill you can use to measure client wellbeing. We've run into situations where inward clients differ about the estimation of client wellbeing so I suggest getting understanding from team who will uphold the general positioning/rating preceding execution. I love everybody I've met from Gainsight and anticipate forthcoming upgrades!
Pros
- Trustworthy
- Efficient Service
- Effective Service
- Caring
Mohammed F.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Aug 2022
Tool that keep the Clients and Customers happy!
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Highly customisable and feature rich application for large scale customer management. The tool has its unique features that distinguishes from market players
What is your favorite aspect of this product?
Metrics and report generation that provides sentiment of the customers so that we have better understanding of how the customer journey is preceding. Integration with collaboration tools such as slack. Customised alerting via emails
What do you dislike most about this product?
Reports need to be modernised with customizable UIs. Exporting of large scale data sometimes takes more time. Simplified automation processes required for non-tech people
What recommendations would you give to someone considering this product?
Ideal for customer management/ success and adoption for better retention of customers and survey. Our team had a positive impact on the tool.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing