Surprisingly delightful system

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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

What specific problems in your company were solved by this product?

We needed an app that could help us learn about the health of our client base. For this purpose, we tried our own solutions but had difficulty in maintaining the mixture of wiki pages, Google docs, and spreadsheets. Gainsight offers us a single system that integrates smoothly with our CRM and gives our CSMs real-time notifications about how to reach out to clients. We are able to customize the app for our unique business requirements. The system provides great transparency to our cross-functional teams as well as each CSM.

Are you a current user of this product?

Yes