Gainsight Customer Success
7.3 / 10

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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Awards & Recognition

Gainsight Customer Success won the following awards in the Customer Success category

Gainsight Customer Success Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Gainsight Customer Success.

82 Likeliness to Recommend

1
Since last award

100 Plan to Renew

83 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

+83 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?

6% Negative
6% Neutral
88% Positive

Pros

  • Respectful
  • Transparent
  • Performance Enhancing
  • Enables Productivity

Cons

  • Vendor Friendly Policies

Feature Ratings

Average 77

Account Health Tracking

88

Customer Scorecards

84

Centralized Note Taking

83

Reporting and Analytics

81

Surveys and Polling

81

CRM Integration

78

Onboarding Collateral Management

74

Onboarding Workflow Management

71

Onboarding Portal

67

Vendor Capability Ratings

Average 74

Ease of Implementation

100

Ease of IT Administration

100

Business Value Created

94

Ease of Data Integration

88

Quality of Features

88

Availability and Quality of Training

82

Breadth of Features

82

Product Strategy and Rate of Improvement

82

Usability and Intuitiveness

82

Vendor Support

82

Ease of Customization

76

Gainsight Customer Success Reviews

Brad T.

  • Role: Sales Marketing
  • Industry: Media
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Excellent CS account portfolio management tool

Likeliness to Recommend

8 / 10

What differentiates Gainsight Customer Success from other similar products?

Gainsight helps with managing strategic client account portfolios by tracking their engagement and health. If I ever leave the office, my backup coworkers and manager can pick up where I left off. And if I ever need information about past encounters, I can simply search my timeline.

What is your favorite aspect of this product?

I like Gainsight as an effective data analysis tool. Able to connect sets of plates. You can see it in the Control Panel. Amazing team and backup team. Have the ability to convey the client's story in its entirety. Constantly offer updates and suggestions to improve processes.

What do you dislike most about this product?

It may take some time for new Gainsight administrators to fully understand what it means to be an administrator. You must keep in mind that the first two years will be full of ideas and failed attempts to implement them because it is a learning-by-doing tool. That, however, quickly disappears once you master the fundamentals and master the features.

What recommendations would you give to someone considering this product?

By using Playbooks within CTAs, Gainsight helps me with risk management and escalation for my clients and brokers who are at risk.

Pros

  • Continually Improving Product
  • Enables Productivity
  • Efficient Service
  • Saves Time

Mohammed Shezan Z.

  • Role: Operations
  • Industry: Education
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jan 2024

Great CS software

Likeliness to Recommend

8 / 10

What differentiates Gainsight Customer Success from other similar products?

Gainsight Customer Success stands out through its 360-degree customer view, predictive analytics, and advanced health scoring for proactive risk identification. Automation features streamline tasks, and robust integration capabilities ensure a unified approach. The platform's reporting tools offer insights into customer behaviour, while customer journey mapping enables tailored strategies. With a focus on collaboration, Gainsight fosters knowledge sharing through its community platform.

What is your favorite aspect of this product?

Customer 360

What do you dislike most about this product?

Difficulty is customization

What recommendations would you give to someone considering this product?

Get a vendor to implement it

Pros

  • Helps Innovate
  • Continually Improving Product
  • Performance Enhancing
  • Enables Productivity

Ashley j.

  • Role: Operations
  • Industry: Other
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2023

Gainsight helps a lot.

Likeliness to Recommend

8 / 10

What differentiates Gainsight Customer Success from other similar products?

The platform provided by Gainsight is highly robust and has all the capabilities a CS team could possibly require to manage their accounts, create health scores, import and manage data, and communicate with clients. It is comprehensive and flexible enough to satisfy the needs of any business. Because of the remarkable power of the automation engine and Gainsight’s ability to sync and use data from SFDC, users are free to meet their demands. Gainsight’s rules (automation) engine, in my opinion, offers all the tools I need to complete any job.

What is your favorite aspect of this product?

The tool’s capacity enables end users and CSMs to minimize manual labor-intensive everyday tasks. It aids in risk tracking and identification. One of the best features for assisting people in taking action on data is automation. The ability to modify the automation to best suit the demands of the team.

What do you dislike most about this product?

Gainsight’s administrative UI/UX might be more intuitive in terms of what actions do what and where to locate what does what. Because Gainsight administration wasn’t as simple/intuitive for them as they had planned, I’ve seen a few firms have very bad rollouts and experiences with it, frequently leading to their leaving.

What recommendations would you give to someone considering this product?

Gainsight’s ability to generate reports and dashboards and provide your CSM team with the data they require immediately is one of its strongest features. It’s convenient to have a team that can work for the CSMs internally.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Cons

  • Vendor Friendly Policies

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