Has a top rate customer success team

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

We use Gainsight to create better procedures for customer contact, and the app has improved data discovery and review of customer usage. The visual representation of data has helped us gain many useful insights across customer segments. Features such as Co-pilot have boosted our customer communication procedures, and benefitted our MM and SMB segments.

Are you a current user of this product?

Yes