Gainsight CS Features

Gainsight provides solutions for most customer success workflows like account health, advocacy, customer satisfaction surveys, NPS, and account plans. The UI is user-friendly and self-serving

The lack of real-time bidirectional sync with Salesforce and complex rules engines make life slightly challenging for admins configuring the tool

Gainsight is a great tool for housing all customer accounts and managing their data, tracking activities, and creating tasks and account plans.

The biggest downside of Gainsight is the reporting ability and lack of ease in creating a report. It is not user friendly to create a custom dashboard or get a customized report.

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.

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.

Gainsight has a great user interface. It is easy to navigate and is very intuitive. Easy to use and very slick to navigate and enjoy working with in it every day. I like customizing dashboard to my client needs.

Sometimes it is a little buggy when it comes to actual data pulling from a CRM to GS. Otherwise, overall, it is an excellent platform for the CSM's.

Ease of use

No cons were added to this review

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.

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.

Gainsight offers world-class support, training and guidance on their incredibly flexible and robust platform. The feature set is impressive and the ability to set up a whole account lifecycle for automation is super powerful.

Gainsight is expensive and the learning curve is steep. Adopters should consider staffing specifically for GS administration and engagement internally.

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.

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.

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

difficult to configure without support, buggy,

Gainsight is extremely easy to use, integrates with Salesforce, and gets me the the info I need to do my job as a customer success manager.

It took me some time to find the right way to use the software, but now that I have a system down I have no complaints.

I like the function where it alerts me when customers are getting overages and also when they have low usage. I also love the email function. I can use saved templates and it pulls data directly in from a separate software. It is also viewable from SalesForce.

There is not a great integration in SF between opportunity notes and the notes section in Gainsight. This causes me to have to check 2 areas for information pertaining to 1 account. I also have to copy and paste the notes from one either SF or GS and paste them in the other. My workflow would be much more efficient if I was able to have a more one-stop-shop. Also, I wish there was a better notification function that alerts me on CTA's.

1. Highly configurable -- we are able to adapt and build just about anything with the Rules Engine 2. Helped us continue to scale with robust email campaign functionality 3. Flexible reporting 4. Fantastic strategic guidance

Can be hard to use -- definitely recommend having a designated Gainsight Admin to run the system. The advanced features like Rules Engine are pretty complex.

It is good at tracking client communications and health score. By using success plans, we can proactively show ROI and we can create dashboards and reports without the need of other platforms. It also counts with Gong and Salesforce integration.

It might create lots of duplicated records and it is not so intuitive and easy to use and to create rules. The initial set up isn't so simple and Gainsight made us pay an additional consultancy service.

Easy way to track your clients activities and leave key notes on them. Great dashboard use and overall just a fantastic optimization of sales force for Relationship Managers and there book of business.

Sometimes can be buggy and the screen optimization needs to be fixed.

Easy to use, nice UI

Wish it allowed more data functionality. We use IOD (Informatica) for almost everything to get to the lists/data we want.

Gainsight is very customizable, and the team at Gainsight was helpful in the rollout, particularly once we voiced our concerns that we were going to be unable to implement due to our Salesforce setup.

I will echo what others have said about Gainsight - it was a very difficult deployment. Nothing we implemented was an easy, out-of-the-box deployment. Overall, it took us nearly two years to complete deployment and we still do not use all the features.

The reports you are able to generate have been especially helpful. Also have one platform that houses various types of data

Sometimes it can be difficult to navigate around or has excess steps to find something in the software

Integrations, ease of use, new features

Need to have a certification program official

Gainsight is an excellent tool for your CSM teams. It automates a lot of the procedures and processes that would otherwise be lengthy and manual. They also have their onboarding dialed in and know how to get you up and running for success.

Gainsight is only as valuable as the data you get into Gainsight. So if you have data issues, this platform might not provide you with the most value. We utilize Gainsight with Pendo Analytics and Salesforce (Pendo collects user engagement and pushes to Salesforce, which is then collected by Gainsight). So before you jump onboard with Gainsight, make sure you have sufficient data feeds for your new (somewhat expensive) tool.

To the point data with one click! Everything other platforms can only dream of doing under one roof!

Sorry, I can't really come up with anything for this question. Everything is in the right place and connectivity to Salesforce if off the charts!