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Gainsight Review

Gainsight
Our score: 7.8 User satisfaction: 99%

What is Gainsight?

Gainsight arms your customer success strategy with a platform that aims to align the goals, insights and activities of sales, marketing, support, product and other customer-facing teams and give them a singular view of the customer. The result is less churn and higher retention, and even growth expansion. The platform features tools to guide and empower your teams to deliver excellent CX throughout the customer lifecycle.

The platform features tools to help you gain customer insights, solicit their feedback and measure their engagement level, provide collaboration space for teams and measure outcomes to meet customer expectations consistently. The Insight feature, for instance, lets you centralize your data sources so you gain a 360-view of customers and measure their overall health. You can consolidate support tickets, NPS feedback, open alerts and other customer-relevant data. The Feedback module, meanwhile, helps you create visually appealing surveys and data-driven targeting. It features intelligent text analytics and automated Playbooks for richer surveys.

On the other hand, you get collaboration tools like timeline, sharing, team views, shared notes, integrated emails and to-dos in one location. Your teams can quickly communicate inside the platform and ensure no idea or data is lost in the conversation. Lastly, the Outcomes module features Playbooks, tools that deliver proactive alerts so you can implement prescriptive, step-by-step responses.

Overview of Gainsight Benefits

  • Reduce the chances of customer churn by tracking metrics through a customer scoring tool. Users can gather data from various sources to build a 360- degree profile of customers.
  • You can monitor usage of your service or product at user or account level and allow real-time behavior data to influence customer success interactions.
  • Put in place a triggering mechanism that sets into auto pilot review undertakings and email sending.
  • You can identify power users as well as at-risk users to identify missing opportunities and understand your product’s key performance indicators.
  • Use NPS surveys, customer messaging and sponsor tracking to engage your customers through all the stages of the customer journey.

Overview of Gainsight Features

  • 100% native Force.com
  • 360-degree customer profiles
  • Automate scenario workflows
  • Call-to-action notifications
  • Commenting, notes and @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 and call-to-action analysis
  • Task and call-to-action management
  • Triggered emails
  • Triggered lifecycle rules

Gainsight Position In Our Categories

Keeping in mind companies have their own business-related needs, it is logical they avoid picking a one-size-fits-all, ”best” software solution. Regardless, it would be hard to try to discover such application even among sought-after software solutions.
The logical thing to do would be to make a list of the various chief functions which call for a research including important features, pricing, skill capability of the employees, company size, etc. Thereafter, you must double down on the product research through and through. Go over these Gainsight evaluations and explore the other software systems in your list more closely. Such detailed research guarantees you keep away from ill-fitting apps and pay for the one that includes all the benefits you require business requires.

Position of Gainsight in our main categories:

TOP 500

Gainsight is one of the top 500 Business Intelligence Software products

TOP 500

Gainsight is one of the 500 CRM Software products

TOP 500

Gainsight is one of the top 500 Sales Software products

Gainsight is also listed in the following subcategories:

There are trendy and widely used systems in each software category. But are they necessarily the best fit for your company’s special wants? A popular software application may have thousands of users, but does it present what you require? For this reason, do not blindly invest in popular systems. Read at least a few Gainsight Customer Service Software reviews and mull over the elements that you wish to have in the software such as the cost, main features, available integrations etc. Then, choose a few solutions that fit your requirements. Try out the free trials of these products, read online reviews, get information from the seller, and do your investigation thoroughly. This exhaustive groundwork is certain to assist you find the most excellent software solution for your firm’s specific needs.

How Much Does Gainsight Cost?

Gainsight Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Gainsight is offered as a SaaS solution, with pricing based on a per user, per month model. Contact the company directly for a quote.

User Satisfaction

Positive Social Media Mentions 116
Negative Social Media Mentions 1

We realize that when you make a decision to buy Customer Service Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Gainsight reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Gainsight. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac

Deployment

Language Support

  • English

Pricing Model

  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Gainsight Comparisons

Gainsight user reviews

Offers deep visibility into client health

Read full review >
Billie
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.09.2018 Company Size: More than 100 Employees Industry: Internet

Gainsight has offered plenty of value.

Read full review >
Rachel
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.08.2018 Company Size: More than 100 Employees Industry: Information Technology

A customer success platform that’s the best in its class.

Read full review >
Kelley
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.08.2018 Company Size: More than 100 Employees Industry: Executive Sponsor

Gainsight is an awesome product with fantastic people!

Read full review >
Rochelle
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.04.2018 Company Size: More than 100 Employees Industry: Information Technology

Offers good configurability

Read full review >
Walter
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.04.2018 Company Size: More than 100 Employees Industry: Computer Software

What are Gainsight pricing details?

Gainsight Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Gainsight is offered as a SaaS solution, with pricing based on a per user, per month model. Contact the company directly for a quote.

What integrations are available for Gainsight?

Gainsight supports the following integrations:

  • Eloqua
  • Marketo
  • Netsuite
  • Salesforce
  • io

Gainsight average rating:

Average score
5/5 (30 user reviews)
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Dominic

PROS: Gainsight made it possible for our Client Success team in effectively managing clients. The tool is essential in organizing the client life cycle. This starts from the start of engagement then implementation, Live Phases, and following things up via Renewal. Having the ability to trigger tasks for CSMs according to utilization as well as life cycle stage has been really important.

CONS: It's not something to be labelled as a thing to hate with the product. But you really need to put a lot of effort into things if you want to fully maximize it. That also goes in driving complete adoption in users.

Reviewed 2 years ago

Read full review >

The least favorable review

Marie

PROS: For me, the best part about Gainsight is its smooth integration with our Salesforce CRM. We are completely dependent on Salesforce and Gainsight provides deep insight on our customers within Salesforce’s account views. The integration has also helped us to set up useful workflows around customer activities. The user interface is easy to navigate and the reporting feature helps us track our customer’s current status and make strategic business decisions.

CONS: I feel the vendor could improve how data is captured in fields such as Sponsorship, Support, Habits etc. These fields are really small and I need to scroll through the account record and individual windows to get info. The vendor can make it easier by showing these small fields in a bigger window.

Reviewed 2 years ago

Read full review >

More reviews from 30 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Offers deep visibility into client health

Read full review >
Billie
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.09.2018 Company Size: More than 100 Employees Industry: Internet

PROS: We have been using Gainsight for more than three years and it provides useful visibility and insight into client health for our company’s CSMs. The app enables them to respond proactively to customer needs. The vendor responds positively to our feedback about the product. Our Gainsight CSM has visited our company many times to help us use the app more effectively. I attend their annual conference every year to boost my network and professional knowledge. I recommend Gainsight to all prospective users.

CONS: The vendor should make the views saveable and customizable. The new email nurturing feature does not meet our requirements. So, we have had to use a makeshift system conjured up between our email management solution and Salesforce.

What do you think about this review? Great Poor

Gainsight has offered plenty of value.

Read full review >
Rachel
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.08.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: Its solution and customization ability precisely met our needs. Our CEO is constantly viewing our dashboards daily. It allows us to get a clear undersanding which customers have been deemed successful. It also allows us to spot which ones are struggling.

CONS: From the beginning, the documentation appears to be missing context. That's interm of how some features can be applied to us. This hampered our implementation a bit. Latest updates to the documentaion showcased enhancements in such particular area.

What do you think about this review? Great Poor

A customer success platform that’s the best in its class.

Read full review >
Kelley
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.08.2018 Company Size: More than 100 Employees Industry: Executive Sponsor

PROS: The Gainsight CS platform was made by deep thinking leaders within this space. Gainsight's seamless integration is really big. Its design infrastructure as well as product abilities are properly thought out. In such a manner, it's very easy in deploying daily CS processes.

CONS: To be honest. There's nothing much to hat with Gainsight.

What do you think about this review? Great Poor

Gainsight is an awesome product with fantastic people!

Read full review >
Rochelle
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.04.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: Looking at it as a whole, I love Gainsight's people. They really know their thing. They offer fantastic service in all aspects. For the product itself, I like how flexible the tool is.

CONS: Surveys have been a huge pain. Thing is, a bulk of this challenge is overcoming the latest survey feature.

What do you think about this review? Great Poor

Offers good configurability

Read full review >
Walter
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.04.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: I’m a Gainsight administrator and place importance on the app’s configurability. The system’s real strength is it allows you to manipulate the data you’re importing into it. The online community is also helpful as the vendor’s product team keeps an eye on the conversations and posts there and offers useful replies.

CONS: A few elements of the interface look clunky, but to be fair the vendor is redesigning the interface.

What do you think about this review? Great Poor

Effective application

Read full review >
Connie
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.03.2018 Company Size: 11-50 Employees Industry: Internet

PROS: Gainsight has helped us to increase the number of managed customers and provide them proactive assistance. Before, we were using multiple systems but they did not provide us the required insight or features. The vendor continually improves Gainsight by enhancing features and adding new useful ones. Gainsight has become the main app used by our CSMs to track and manage customer needs.

CONS: For us, the implementation procedure was slow, though they have improved it a lot since then. Second, sometimes I am not sure if the rules will conflict or update data correctly.

What do you think about this review? Great Poor

Streamlines everything we require

Read full review >
Marion
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.03.2018 Company Size: More than 100 Employees Industry: Computer & Network Services

PROS: I like that we are able to use Gainsight to streamline a range of activities related to customer success such as utilizing Google Analytics, combining with the sales process in Salesforce, tracking our product’s usage data, training survey responses and more. I appreciate that the vendor responds positively to our feature requests as well as the help offered by the support community.

CONS: You need proper training to use the app, otherwise the interface can confuse you. Even after getting proper training, I am still confused by a few configurations, buttons, and tabs.

What do you think about this review? Great Poor

An awesome weapon for scaling a quality customer success program.

Read full review >
Jessie
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.03.2018 Company Size: More than 100 Employees Industry: Telecommunications

PROS: Innovation is consistent for CS leaders with a forward thinking approach. Tools within our reach allow us to explore a wide range of possibilities in handling problems encountered by the Customer Success team. It offers anything to teams regardless of size. The organization happens to be that big positive force within the customer success community.

CONS: At times, their tools aren't as intuitive. There's a lack of relevance in the documentation. We're frequently pushed to waste a couple or so weeks in carrying out new things. We'd see ourselves going to and from support in making through the last few steps.

What do you think about this review? Great Poor

The automation features are really useful

Read full review >
Danielle
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 13.03.2018 Company Size: 11-50 Employees Industry: Computer Software

PROS: I rate Gainsight’s automation features highly as they help me to spot risks early and mange them accordingly before they transform into big issues. The app is also easily configurable and I can adapt it for our specific requirements.

CONS: Gainsight’s configuration can enable some users to provide false health scores. This can lead to inaccurate reporting and provides a false view of portfolio status. The system is a bit buggy and pages load slowly sometimes. In some fields, you have scroll in the little windows to get info. We have only now started to make use of the product’s full functionality by taking the help of our Gainsight CSM.

What do you think about this review? Great Poor

Tech is very much relevant and support was fantastic!

Read full review >
Ed
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 11.03.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: They're currently in the lead in the tech space. They listen closely to customer feedback. They then build for our current needs. The dashboard showcases activity, performance, and health.

CONS: At times, the SLA on communication can go on a crawl. Response times isn't always what I'd come to expect. This could be due to them changing their support model. By that meaning, their success/sales aspect at a moderate pacing.

What do you think about this review? Great Poor

Our Customer Success Group has been using this as a foundation.

Read full review >
Lillian
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.03.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: Gainsight has made it possible for our CSMs in managing accounts effectively (regardless of volume). Tools such as the health score and CTAs gave us the ability in prioritizing which accounts require urgent attention. At the same time, the CoPilot e-mail service does an excellent job in automating our one-to-many ration marketing strategy. Really great stuff!

CONS: I was running into certain problems. Specifically that involved cross-object reporting as well as SFDC data storage. There were some small UI issues too. Fortunately, Gainsight was able to look into them quickly.

What do you think about this review? Great Poor

Ideal app for customer success

Read full review >
Doyle
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.02.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: Gainsight is an important tool for our company’s success. It holds all info about accounts and customers that we rely upon. For me, the best parts are the CTAs and automatic rules, which help us to track customer status. All the info is stored in the Cockpit for quick review.

CONS: The user interface is a bit buggy and clunky. The functioning of the buttons on the side leaves a lot to be desired. This could be happening because we keep adding info continuously, but the platform should be able to manage this as it is meant to boost the effectiveness of customer success managers.

What do you think about this review? Great Poor

We use Gainsight to engage our customers

Read full review >
Marie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 22.02.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: For me, the best part about Gainsight is its smooth integration with our Salesforce CRM. We are completely dependent on Salesforce and Gainsight provides deep insight on our customers within Salesforce’s account views. The integration has also helped us to set up useful workflows around customer activities. The user interface is easy to navigate and the reporting feature helps us track our customer’s current status and make strategic business decisions.

CONS: I feel the vendor could improve how data is captured in fields such as Sponsorship, Support, Habits etc. These fields are really small and I need to scroll through the account record and individual windows to get info. The vendor can make it easier by showing these small fields in a bigger window.

What do you think about this review? Great Poor

The foundation of our customer success team

Read full review >
Al
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.02.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: Our CSMs use Gainsight to manage a large number of accounts. Features like CTAs and customer health score help us to learn which accounts need priority attention. We use the Co-Pilot email feature to automate our 1-to-many marketing method.

CONS: I have faced a few problems with the user interface, SFDC data storage, and cross-object reporting. To be fair, the vendor resolves the issues quickly.

What do you think about this review? Great Poor

Full-featured and flexible product that perfectly matches our process

Read full review >
Miriam
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 08.02.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: I love Gainsight’s smooth integration with Salesforce and extreme flexibility which offer many ways to resolve business issues.

CONS: I have no issues with the system, but rather am looking forward to mobile responsiveness and reporting improvements in the forthcoming 5.0 release.

What do you think about this review? Great Poor

Has a top rate customer success team

Read full review >
Glenda
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 07.02.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: Gainsight offers a great product as well as thought leadership through their customer success team which is a good benefit. It is obvious that the vendor focuses on customer success as they constantly improve the features. Our CSMs use most of the features regularly and they are simple to set up and utilize. The app offers quick ROI and we also benefit by continuously refining our implementation by using new features and optimizing old ones.

CONS: The vendor could improve the product’s usability. For example, views don’t have stickiness and if you page back from a view, you will lose the filters on that page. Plus, there is no quick save feature for commonly used filters. These issues make it difficult to use the app.

What do you think about this review? Great Poor

It’s changing the game completely!

Read full review >
Flora
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 05.02.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: I love how simple it can be in utilizing our current SFDC data. Then converting it into insights that are proactive for our own CSM team. In addition, support is always there to answer our inquiries. There's nothing but good things from Gainsight.

CONS: There are certain scorecards restrictions. It'd be nice making separate schemas that function specifically to varying industries that we're dealing with. We also want it to work with varying scoring according to the current stage of the customer.

What do you think about this review? Great Poor

Tech is very much relevant and support was fantastic!

Read full review >
Ed
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 31.01.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: They're currently in the lead in the tech space. They listen closely to customer feedback. They then build for our current needs. The dashboard showcases activity, performance, and health.

CONS: At times, the SLA on communication can go on a crawl. Response times isn't always what I'd come to expect. This could be due to them changing their support model. By that meaning, their success/sales aspect at a moderate pacing.

What do you think about this review? Great Poor

An awesome weapon for scaling a quality customer success program.

Read full review >
Jessie
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.01.2018 Company Size: More than 100 Employees Industry: Telecommunications

PROS: Innovation is consistent for CS leaders with a forward thinking approach. Tools within our reach allow us to explore a wide range of possibilities in handling problems encountered by the Customer Success team. It offers anything to teams regardless of size. The organization happens to be that big positive force within the customer success community.

CONS: At times, their tools aren't as intuitive. There's a lack of relevance in the documentation. We're frequently pushed to waste a couple or so weeks in carrying out new things. We'd see ourselves going to and from support in making through the last few steps.

What do you think about this review? Great Poor

This can be customized to help cater to your needs.

Read full review >
Randy
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.01.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: Gainsight is one heck of a tool. Being able to effectively handle risk and drive renewals is super powerful. Give credit to its quality funtionality and automation. The reportoire of its functionality has rapidly grown.

CONS: The only downsight with Gainsight is its tendency in dropping functionality that remains unused. It kinda puts them behind from the remaining parts of the platform. It'd be nice to plan that's sensible with certain functionality. But I feel this isn't something compatible with the platform's insight of being competitive in customer success.

What do you think about this review? Great Poor

Best of breed application

Read full review >
Charles
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 22.01.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: Even though we started early with a customer success solution, it did not provide what we needed. Gainsight is a great improvement as it offers useful features, keeps enhancing existing ones, releases new ones at a good rate, and puts in a lot of effort behind their product. It offers best of breed technology and the vendor is a thought leader and a highly regarded advocate for the CS industry. I really respect the passion Gainsight has for their product and the CS industry.

CONS: I have no complaints at all about Gainsight. My only wish is to get code faster from them on new releases but I have no concerns as they have enough money and engineers.

What do you think about this review? Great Poor

A CS management tool that’s flat out awesome!

Read full review >
Dominic
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.01.2018 Company Size: More than 100 Employees Industry: Internet

PROS: Gainsight made it possible for our Client Success team in effectively managing clients. The tool is essential in organizing the client life cycle. This starts from the start of engagement then implementation, Live Phases, and following things up via Renewal. Having the ability to trigger tasks for CSMs according to utilization as well as life cycle stage has been really important.

CONS: It's not something to be labelled as a thing to hate with the product. But you really need to put a lot of effort into things if you want to fully maximize it. That also goes in driving complete adoption in users.

What do you think about this review? Great Poor

Gainsight is an awesome product with fantastic people!

Read full review >
Rochelle
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 18.01.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: Looking at it as a whole, I love Gainsight's people. They really know their thing. They offer fantastic service in all aspects. For the product itself, I like how flexible the tool is.

CONS: Surveys have been a huge pain. Thing is, a bulk of this challenge is overcoming the latest survey feature.

What do you think about this review? Great Poor

Surprisingly delightful system

Read full review >
Otis
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 06.01.2018 Company Size: More than 100 Employees Industry: Marketing and Advertising

PROS: For me, the highlights of using Gainsight are health scoring, automated interactions for proactive support, easy customizability for our needs, SFDC integration, and finally, the knowledgeable and helpful support offered by the vendor’s customer service team.

CONS: The only glitch is the sponsor tracking feature is below par and could be improved.

What do you think about this review? Great Poor

Our Customer Success Group has been using this as a foundation.

Read full review >
Lillian
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.01.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: Gainsight has made it possible for our CSMs in managing accounts effectively (regardless of volume). Tools such as the health score and CTAs gave us the ability in prioritizing which accounts require urgent attention. At the same time, the CoPilot e-mail service does an excellent job in automating our one-to-many ration marketing strategy. Really great stuff!

CONS: I was running into certain problems. Specifically that involved cross-object reporting as well as SFDC data storage. There were some small UI issues too. Fortunately, Gainsight was able to look into them quickly.

What do you think about this review? Great Poor

A CS management tool that’s flat out awesome!

Read full review >
Dominic
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.01.2018 Company Size: More than 100 Employees Industry: Internet

PROS: Gainsight made it possible for our Client Success team in effectively managing clients. The tool is essential in organizing the client life cycle. This starts from the start of engagement then implementation, Live Phases, and following things up via Renewal. Having the ability to trigger tasks for CSMs according to utilization as well as life cycle stage has been really important.

CONS: It's not something to be labelled as a thing to hate with the product. But you really need to put a lot of effort into things if you want to fully maximize it. That also goes in driving complete adoption in users.

What do you think about this review? Great Poor

This can be customized to help cater to your needs.

Read full review >
Randy
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.12.2017 Company Size: More than 100 Employees Industry: Computer Software

PROS: Gainsight is one heck of a tool. Being able to effectively handle risk and drive renewals is super powerful. Give credit to its quality funtionality and automation. The reportoire of its functionality has rapidly grown.

CONS: The only downsight with Gainsight is its tendency in dropping functionality that remains unused. It kinda puts them behind from the remaining parts of the platform. It'd be nice to plan that's sensible with certain functionality. But I feel this isn't something compatible with the platform's insight of being competitive in customer success.

What do you think about this review? Great Poor

A customer success platform that’s the best in its class.

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Kelley
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.12.2017 Company Size: More than 100 Employees Industry: Executive Sponsor

PROS: The Gainsight CS platform was made by deep thinking leaders within this space. Gainsight's seamless integration is really big. Its design infrastructure as well as product abilities are properly thought out. In such a manner, it's very easy in deploying daily CS processes.

CONS: To be honest. There's nothing much to hat with Gainsight.

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Gainsight has offered plenty of value.

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Rachel
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 17.12.2017 Company Size: More than 100 Employees Industry: Information Technology

PROS: Its solution and customization ability precisely met our needs. Our CEO is constantly viewing our dashboards daily. It allows us to get a clear undersanding which customers have been deemed successful. It also allows us to spot which ones are struggling.

CONS: From the beginning, the documentation appears to be missing context. That's interm of how some features can be applied to us. This hampered our implementation a bit. Latest updates to the documentaion showcased enhancements in such particular area.

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It’s changing the game completely!

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Flora
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 16.12.2017 Company Size: More than 100 Employees Industry: Computer Software

PROS: I love how simple it can be in utilizing our current SFDC data. Then converting it into insights that are proactive for our own CSM team. In addition, support is always there to answer our inquiries. There's nothing but good things from Gainsight.

CONS: There are certain scorecards restrictions. It'd be nice making separate schemas that function specifically to varying industries that we're dealing with. We also want it to work with varying scoring according to the current stage of the customer.

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Reviewed By Nestor Gilbert
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