Gainsight

Gainsight

Analytics for customer success

4.3/5 (23 reviews)

Gainsight Overview

Gainsight combines data from multiple sources of customer intelligence such as usage logs, sales data, support tickets, and surveys, using an analysis of this data to prioritise and automate intelligent customer success actions. By analyzing this combination of data users from customer success, sales, marketing, and product management can define and prioritize tasks and automate workflows, proactively managing retention, reducing churn and identifying upsell opportunities.

Gainsight provides a 360 degree view of the customer through detailed profiles and interactive customer health scorecards. The "Lifecycle Cockpit" provides a central location to manage all customer to-dos, tasks, calls-to-action and rules-based alerts. You can comment and take notes on calls-to-action, view pending action items, delegate tasks, review task progress and access granular call-to-action analytics. Role-based dashboards, pre-built reports and the report builder further help to understand the value of team actions and optimize performance.

Pricing

Starting from
N/A
Pricing options
Free Trial
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

English

Gainsight Reviews

Overall rating
4.3/5
87% positive reviews
12
Excellent
8
Very good
2
Average
1
Poor
0
Terrible

Powerful CRM insights, analysis and automation tool for account management operations

Used Daily for 2+ years
Reviewed on 2/21/2018
Review Source: Capterra

Gainsight has helped automate practically every step and touchpoint in our Client LifeCycle and Maturity model. Client Success can now focus exclusively on building strong relationships instead of busy work entering data into our CRM!

Pros

Gainsight offers world-class support, training and guidance on their incredibly flexible and robust platform. The feature set is impressive and the ability to set up a whole account lifecycle for automation is super powerful.

Cons

Gainsight is expensive and the learning curve is steep. Adopters should consider staffing specifically for GS administration and engagement internally.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

Robust tool, but need clear deployment plan

Used Daily for 1+ year
Reviewed on 10/4/2016
Review Source: Capterra

Gainsight has been key in getting all our customer data from Salesforce into a single view for our Customer Success team to use. Deploying really required a clear project scope, with insight in how you plan to you utilize the various aspects. You can't just assume you can build rough Call to Actions (CTAs) and the program will pay for itself. You really need to think about what you want for an outcome. For example, tracking healthscore is a great feature, but if you don' t internally have a clear understanding of how you are driving health, the scoring won't be useful. The customer success team is outstanding and will stand by you until you have a successful deployment. The ability to bring in data into an MDA table is key for those processes that don't quite fit into the out of the box program.

Pros

Ease of use

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

At my prior employer we used Gainsight for our CRM.

Used Daily for 1+ year
Reviewed on 6/5/2018
Review Source: Capterra

Great for customer management, as well as daily/monthly task management!

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Great Application to Keep Track of Customer Health

Used Daily for 2+ years
Reviewed on 4/24/2018
Review Source

Pros

- Easy collaboration across multiple teams in an organization to keep track of a client
- Helpful CTAs to ensure you are staying on top of an account
- Can assign tasks to other members of your organization

Cons

- Steep learning curve
- Very out-of-the-box implementation, not a lot that the administrator can customize
- Sometimes the web application can be laggy

Rating breakdown

Ease of Use

Likelihood to recommend

8.0/10

Insight into success

Used Daily for 2+ years
Reviewed on 12/28/2018
Review Source: Capterra

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Gainsight Pricing

Starting from
N/A
Pricing options
Free Trial
Value for money

Contact Gainsight for pricing.

Gainsight Features

  • Monitoring
  • Real Time Data

  • API
  • Activity Dashboard
  • Ad hoc Reporting
  • Business Intelligence
  • Charting
  • Collaboration Tools
  • Customizable Reporting
  • Dashboard Creation
  • Data Filtering
  • Data Import/Export
  • Data Visualization
  • Drag & Drop Interface
  • Graphical Data Presentation
  • Real Time Analytics
  • Real Time Reporting
  • Reporting & Statistics
  • Third Party Integration
  • Visual Analytics

Additional information for Gainsight

Key features of Gainsight

  • 100% native Force.com
  • 360 degree customer profiles
  • Automate scenario workflows
  • Call-to-action notifications
  • Commenting, notes & @mentions
  • Customer communications
  • Customer health score cards
  • Engagement analytics
  • Interactive report builder
  • NPS surveys
  • Pre-packaged analytics graphs
  • Renewals dashboard
  • Role-specific live dashboards
  • Rules-based alerts
  • Sort, filter and export data
  • Sponsor tracking
  • Task & call-to-action analysis
  • Task & call-to-action management
  • Triggered emails
  • Triggered lifecycle rules

Benefits

  • Use color-coded, interactive customer health scorecards to monitor quantitive and qualitative signals to ensure retention and drive growth.

  • Gather data from multiple sources to create a 360 degree profile of each customer.

  • Monitor usage of your product or service at user or account level and let real-time behavior data drive customer success interactions.

  • Set up triggered lifecycle rules to automate actions such as emails and QBRs to send the right message to the right person at the right time.

  • identify power users and at-risk users to spot missing opportunities and understand your product's key performance indicators.

  • Use sponsor tracking, customer messaging, and NPS surveys to engage your customers at every stage of the customer journey.

  • Gainsight FAQs

    Below are some frequently asked questions for Gainsight.

    Q. What type of pricing plans does Gainsight offer?

    Gainsight offers the following pricing plans:

    Free Trial: Not Available

    Contact Gainsight for pricing.

    Q. What are the main features of Gainsight?

    Gainsight offers the following features:

    • 100% native Force.com
    • 360 degree customer profiles
    • Automate scenario workflows
    • Call-to-action notifications
    • Commenting, notes & @mentions
    • Customer communications
    • Customer health score cards
    • Engagement analytics
    • Interactive report builder
    • NPS surveys
    • Pre-packaged analytics graphs
    • Renewals dashboard
    • Role-specific live dashboards
    • Rules-based alerts
    • Sort, filter and export data
    • Sponsor tracking
    • Task & call-to-action analysis
    • Task & call-to-action management
    • Triggered emails
    • Triggered lifecycle rules

    Q. Who are the typical users of Gainsight?

    Gainsight has the following typical customers:

    Large Enterprises, Mid Size Business

    Q. What languages does Gainsight support?

    Gainsight supports the following languages:

    English

    Q. What type of pricing plans does Gainsight offer?

    We do not have any information about what Gainsight pricing plans

    Q. Does Gainsight support mobile devices?

    We do not have any information about what devices Gainsight supports

    Q. What other apps does Gainsight integrate with?

    Gainsight integrates with the following applications:

    AdvocateHub, Azuqua, Datahug, Komiko, Marketo, Mixpanel, MoData, Pendo, ReferenceEdge, Salesforce Service Cloud

    Q. What level of support does Gainsight offer?

    Gainsight offers the following support options:

    FAQs, Knowledge Base, Online Support