About Gainsight CS

Gainsight CS is a customer success solution designed to help organizations streamline processes related to onboarding, retention, support, workflow management, and more by analyzing the customer journey across multiple channels. The platform enables managers to handle the training and implementation of new operations via video tutorials, walk-throughs, and other help documents.

Gainsight CS includes white-label capabilities, which allows enterprises to create personalized surveys using templates, send automatic follow-up reminders, and analyze customer responses via machine learning technology and text analytics. It offers numerous features such as account planning, interaction tracking, targeted campaigns, alerts, goal management, and more. Besides, a video messaging tool lets users record and send short videos to clients to improve customer engagement.

Gainsight CS enables teams to share client updates, insights, notes, emails, or to-do lists with external and internal stakeholders, facilitating collaboration across the organization. Plus, it supports integration with various third-party applications, including HubSpot, Microsoft Dynamics 365, Salesforce, SAP CRM, Slack, Google Analytics, and SurveyMonkey.

Pricing starting from:

N/A

  • Free Trial
  • One Time License

Devices

Business size

S M L

Markets

Australia, Brazil, Canada, China, Germany and 5 others, United Kingdom, India, Japan, Mexico, United States

Supported Languages

English

Pricing starting from:

N/A

  • Free Trial
  • One Time License

Images

Gainsight CS alerts
Gainsight CS case company & usage data
Gainsight CS performance dashboard
Gainsight CS customer scorecard
Gainsight CS NPS survey
View 6 more
Gainsight CS video
Gainsight CS screenshot: Gainsight CS alerts Gainsight CS screenshot: Gainsight CS case company & usage data Gainsight CS screenshot: Gainsight CS performance dashboard Gainsight CS screenshot: Gainsight CS customer scorecard Gainsight CS screenshot: Gainsight CS NPS survey

Features

Total features of Gainsight CS: 39

  • 360 Degree Feedback
  • API
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Advocate Management
  • Campaign Management
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Custom Development
  • Customer Activity Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer Management
  • Customer Profiles
  • Customer Segmentation
  • Customizable Branding
  • Customizable Questions
  • Customizable Templates
  • Engagement Analytics
  • Feedback Management
  • Health Score
  • Onboarding
  • Predictive Analytics
  • Real Time Analytics
  • Reference Management
  • Reporting/Analytics
  • Revenue Management
  • Sentiment Analysis
  • Survey/Poll Management
  • Surveys & Feedback
  • Third Party Integrations
  • Usage Tracking/Analytics
  • User Management
  • Video Support
  • Visual Analytics
  • Workflow Management

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Reviews

Overall rating

4,4 /5
(33)
Value for Money
4,2/5
Features
4,5/5
Ease of Use
3,9/5
Customer Support
4,7/5

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Showing 5 reviews of 33
Jenna H.
Overall rating
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

At my prior employer we used Gainsight for our CRM.

Reviewed on 2018/06/05

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

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.

Chad H.
Overall rating
  • Industry: Internet
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

The product delivers

Reviewed on 2019/10/24

I was pleased overall with the product and the service. I feel the product continues to evolve to...

I was pleased overall with the product and the service. I feel the product continues to evolve to serve the needs of CS management, the CSMs and other functions in the organization such as Sales.

Pros

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.

Cons

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.

Angela M.
Overall rating
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Very difficult implementation

Reviewed on 2016/12/08

You will not get any value out of this product unless you map out very thoroughly all of your...

You will not get any value out of this product unless you map out very thoroughly all of your processes, the factors that make an account poor or healthy and you have a dedicated resource to configure the system - it is by no means a plug n play tool, and you need to know what your goals are from the beginning.

Unfortunately, our implementation has been very difficult, and I have heard the same from other companies as well. The system is very tricky and requires the support of an implementation project manager in order to get most things completed.

Their support team is very good, and now that I know the system pretty well I am adept at making configuration changes quickly.

Pros

ability to sync BI data and use it in Gainsight functionality; Account Scoring functionality, good for customer success teams where CSMs manage a lot of accounts

Cons

difficult to configure without support, buggy,

Verified Reviewer
Overall rating
  • Industry: Management Consulting
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Best-in-class customer success management platform

Reviewed on 2020/10/08

Positive. They really care about customer success.

Positive. They really care about customer success.

Pros

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.

Cons

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.

Misty G.
Overall rating
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Robust tool, but need clear deployment plan

Reviewed on 2016/10/04

Gainsight has been key in getting all our customer data from Salesforce into a single view for our...

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

Showing 5 reviews of 33 Read all reviews

Gainsight CS FAQs

Below are some frequently asked questions for Gainsight CS.

Gainsight CS offers the following pricing plans:

  • Pricing model: One Time License
  • Free Trial: Not Available

Contact Gainsight for pricing.

We do not have any information about Gainsight CS features

Gainsight CS has the following typical customers:

11-50, 51-200, 201-500, 501-1 000, 1 001+

Gainsight CS supports the following languages:

English

Gainsight CS supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Gainsight CS integrates with the following applications:

Gmail, Google Analytics, HubSpot CRM, Microsoft Outlook, Mixpanel, NetSuite, Oracle CRM On Demand, Pipedrive, SAP Customer Experience, Segment, Slack, SugarCRM, SurveyMonkey, Tableau, Zendesk, Zoho CRM

Gainsight CS offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

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