Gainsight CS Reviews

I had recently rolled out Gainsight at our organization. The tool is extremely powerful and allowed us to take advantage of our unique data model to achieve business outcomes. This included getting more visibility into the health of our customers and the ability to send targetted emails with dynamic data to our customers.

The recorded training was very long and painful. This needs to be improved.
There are some strange glitches and lack of user alerts that can be very annoying. The good news is that the Support and CSM team are extremely helpful.

It is super flexible. The reporting capabilities as very advanced, the support team is always able to help, and it's possible to get anything important in a couple of clicks. The interface is clear and easy to understand.

The tool is very powerful so it's not so easy to use at first. There are so many components that could make your life easier, and it's important to carefully go through the documentation (spending A LOT of time) to be able to understand how it works. Don't try to use it without having studied, it will be a terrible mistake

I love that we can see how well our customer are doing based in their usability of their dashboard, health score, etc.. every time before I speak to a customer I check insight to get the insights I need.

I think there is a lot to be explore so have found something that I dont like yet.

I like how simple Gainsight has been to use and implement. We have been able to accomplish more with Gainsight in 3 months than we did with Strikedeck in 3 years.

The cost is high on a per license basis. Gainsight is very heavy on the resource side when it comes to implementation.

I loved the ease of the product in managing tasks. It gave the option to snooze tasks to show that you've at least made an attempt prior to closing it out. Also, the fact that the product can integrate with Salesforce is great! It makes logging call activity for all of the company to see SO easy.

I didn't really have any cons in regards to the Software. I believe it's one of the products out there that you pay for what you get - it's by far the best CRM that I've used, thus far.

I love the tasks feature and intuitive it is however I am still trying to figure out how I can see a full picture but we are in the set up phase.

The sales forces intergration seems to be lacking. We are trying to move from saleforce to GS but none of the chatter notes or contracts were pulled in while everything is easily able to be pulled out. Since we have been using SF for 6 years we will still need to check SF quite often,

I like that you can plug in usage from your software to see at a quick glance who is adopting your platform.

It seems a little clunky, I wish the UI was easier to use. There is probably more functionality that I am not aware of.

To the point data with one click! Everything other platforms can only dream of doing under one roof!

Sorry, I can't really come up with anything for this question. Everything is in the right place and connectivity to Salesforce if off the charts!

I love how you can easily log calls in Gainsight. It's nice that you can tag people and events. It's also nice that it auto saves.

We integrate ours with Salesforce, and sometimes it's difficult to navigate between the two products.

I like the ability to track communications and get a more accurate temperature read on the customer satisfaction

Would love to use it more for customer advocacy but haven't had the chance

The comprehensive dashboard and easy to use cockpit for timeline activities

Takes some time to load and refresh data

Gainsight is good for onboarding customers and tracking health scores.

It's a clunky system and the salesforce integration and timing syncs can be a lot better.

Love the ability to document all customer communication and events all in one place so that anyone can see what has been happening with a customer.

Being able to customize things is not always the easiest. Even with having a Gainsight Admin to help with this we ran into road blocks.

Gainsight has been a leader in the CS space for a long time. They number of possibilities and integrations are endless. The team is knowledgable and they offer so many free resources for people starting out in customer success.

Like all CS platforms, you need to have the technical people and time commitment to onboarding. If your implementation is complex, you may consider a 3rd party.

Gainsight has a great user interface. It is easy to navigate and is very intuitive. Easy to use and very slick to navigate and enjoy working with in it every day. I like customizing dashboard to my client needs.

Sometimes it is a little buggy when it comes to actual data pulling from a CRM to GS. Otherwise, overall, it is an excellent platform for the CSM's.

Gainsight is a great tool for housing all customer accounts and managing their data, tracking activities, and creating tasks and account plans.

The biggest downside of Gainsight is the reporting ability and lack of ease in creating a report. It is not user friendly to create a custom dashboard or get a customized report.

Gainsight is extremely easy to use, integrates with Salesforce, and gets me the the info I need to do my job as a customer success manager.

It took me some time to find the right way to use the software, but now that I have a system down I have no complaints.

It is good at tracking client communications and health score. By using success plans, we can proactively show ROI and we can create dashboards and reports without the need of other platforms. It also counts with Gong and Salesforce integration.

It might create lots of duplicated records and it is not so intuitive and easy to use and to create rules. The initial set up isn't so simple and Gainsight made us pay an additional consultancy service.

The timeline view is wonderful for customer tracking. I can easily collaborate with my team and tag them on issues that need immediate attention.

I do dislike the dashboard view but this could be the way my team has customized it. There is a lot going on and it can be confusing at times.

The fact that the software takes the guess work out of "who should I call next" is amazing. And better yet, I can model the best practices of my most effective reps to bring all reps up to that level is amazing. No more trying to figure out what rep x did to make the customer jump 20% in revenue. I can track it.

Not a bad thing, but because it does so much, you have to talk a crawl, walk, run approach. You can't do everything out the gate because it's just too much. So you're forced to pick and choose your battles.