Gainsight CS Pricing, Features, Reviews & Comparison of Alternatives

Gainsight CS

Customer success platform

4.28/5 (29 reviews)

Gainsight CS overview

What is 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

Pricing options
Value for money
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Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English
Gainsight CS screenshot: Gainsight CS alerts Gainsight Product OverviewGainsight CS screenshot: Gainsight CS case company & usage dataGainsight CS screenshot: Gainsight CS performance dashboard Gainsight CS screenshot: Gainsight CS customer scorecard Gainsight CS screenshot: Gainsight CS NPS survey

Gainsight CS reviews

Value for money
Features
Ease of use
Customer support
  4.2
  4.4
  3.9
  4.6
Jenna Haring

At my prior employer we used Gainsight for our CRM.

Used daily for 1-2 years
Reviewed 2018-06-05
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
Features
Customer support

Likelihood to recommend: 10/10

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Megan mahurin

Wonderful system for customer management!

Used daily for 1-2 years
Reviewed 2019-11-15
Review Source: Capterra

Overall, using Gainsight has changed the way I work as an account manager. Before, I was using spreadsheets and other documents to track everything for my customer which was inefficient and cumbersome. Now, I'm able to set a plan for my customer upfront and use playbooks to follow and ensure the best experience possible for them! I will never go back to managing customers without it!

Pros
I really like using Gainsight to keep all of my customer information in one place. Daily, I use the tasks in my cockpit and success plans to keep me on task with my customer deliverables. The timeline allows me to have all of my notes, emails, and calls logged in one place. There are so many options to configure your customers C360, the options are almost endless.

Cons
I rarely have issues with using Gainsight, it really has changed the way I approach customer account management. I will say that there are times I have an issue with linking customer LinkedIn profiles, and I would love to see a more robust way to track customer org. charts. Otherwise, it's a wonderful tool!

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Angela Mauro

Very difficult implementation

Used daily for 6-12 months
Reviewed 2016-12-08
Review Source: Capterra

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,

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 4/10

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Rosa Gandler

Great tool for sophisticated CS teams

Used daily for less than 6 months
Reviewed 2020-02-18
Review Source: Capterra

Pros
The ability to automate and streamline all your workflows is unparalleled

Cons
The tool is REALLY hard to navigate as an admin. Everything is edited in very segmented sections and requires a lot of advanced knowledge to use. This is not a tool for small CS teams or teams without a designated Gainsight Admin.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 7/10

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Chad Horenfeldt

The product delivers

Used daily for 2+ years
Reviewed 2019-10-24
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Gainsight CS pricing

Pricing options
One time license
View Pricing Plans

Contact Gainsight for pricing.

Gainsight CS features

API
Activity Dashboard
Collaboration Tools
Real Time Analytics
Third Party Integration
Visual Analytics

Ad hoc Reporting (78 other apps)
Business Intelligence (106 other apps)
Charting (76 other apps)
Customizable Reporting (95 other apps)
Dashboard Creation (101 other apps)
Data Filtering (92 other apps)
Data Import/Export (108 other apps)
Data Visualization (153 other apps)
Drag & Drop Interface (66 other apps)
Monitoring (80 other apps)
Predictive Analytics (68 other apps)
Real Time Data (81 other apps)
Reporting & Statistics (112 other apps)
Trend Analysis (67 other apps)

Videos and tutorials

Additional information for Gainsight CS

Key features of Gainsight CS

  • 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
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