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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83 Likeliness to Recommend
100 Plan to Renew
82 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
+84 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
- Respectful
- Transparent
- Performance Enhancing
- Enables Productivity
Cons
- Vendor Friendly Policies
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
Account Health Tracking
Customer Scorecards
Centralized Note Taking
Reporting and Analytics
Surveys and Polling
Onboarding Collateral Management
CRM Integration
Onboarding Workflow Management
Onboarding Portal
Vendor Capability Ratings
Business Value Created
Breadth of Features
Ease of Data Integration
Ease of Customization
Product Strategy and Rate of Improvement
Quality of Features
Ease of Implementation
Availability and Quality of Training
Usability and Intuitiveness
Vendor Support
Ease of IT Administration
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Gainsight Customer Success Reviews
Edith M.
- Role: Public Sector
- Industry: Other
- Involvement: End User of Application
Submitted Mar 2023
Best Tool For Digital Adoption
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Besides being a great tool for customer success, it is also a great digital adoption platform making it unique and a must have.
What is your favorite aspect of this product?
I like that Gainsight Customer Success is amazing when it comes to matters customer success Comes with amazing features for digital adoption
What do you dislike most about this product?
With such a powerful software, I can barely have any complaint
What recommendations would you give to someone considering this product?
I recommend Gainsight Customer Success as it's powerful and resourceful and makes handling digital adoption needs easy.
Pros
- Helps Innovate
- Trustworthy
- Inspires Innovation
- Respectful
Brandon B.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Sep 2022
Complicated but worth it!
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
The level of depth in how you can configure the business rules is really endless and the UX is really pleasing to look at.
What is your favorite aspect of this product?
The automatic calls to action that generate off of any health score changes or other account factors
What do you dislike most about this product?
The level of administration needed to make it effective and minimal features with AI capabilities
What recommendations would you give to someone considering this product?
Ensure that you know how its going to be supported and that the CSM group is ready to use the product.
Pros
- Continually Improving Product
- Performance Enhancing
- Enables Productivity
- Trustworthy
Brad A.
- Role: Consultant
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Sep 2022
Awesome, powerful product if used appropriately!
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Customizability and flexibility of the platform are what set it apart from the rest of any similar products. Allows you to do so much with the data you have ready and available.
What is your favorite aspect of this product?
I love the ability to combine and data from various sources and use it throughout the platform for things like, Notifications, Health Score and reports.
What do you dislike most about this product?
The UI can be a bit cumbersome, especially for Admins. It is getting better, but uniformity throughout the product is lacking a bit.
What recommendations would you give to someone considering this product?
Ensure you are ready for a platform in general. Buying this product will not solve all your problems if your processes and data aren't in place already.
Pros
- Continually Improving Product
- Trustworthy
- Respectful
- Helps Innovate