Gainsight Features

Gainsight

Customer Success Platform

4.32/5 (25 reviews)

Gainsight Feature Summary

  • 100% native Force.com
  • Engagement analytics
  • Customer health score cards
  • Rules-based alerts
  • Task & call-to-action management
  • Commenting, notes & @mentions
  • Task & call-to-action analysis
  • Triggered emails
  • Call-to-action notifications
  • Automate scenario workflows
  • 360 degree customer profiles
  • Role-specific live dashboards
  • Renewals dashboard
  • Triggered lifecycle rules
  • Sort, filter and export data
  • Pre-packaged analytics graphs
  • Interactive report builder
  • Sponsor tracking
  • NPS surveys
  • Customer communications

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Gainsight Feature Reviews

20 reviewers had the following to say about Gainsight's features:

Nicole Nesbitt

Can be tricky to navigate but overall very helpful

2018-03-08

Pros

Also have one platform that houses various types of data

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
M Gullett

Easy to use showing valuable customer metrics

2016-10-06

This is great software if you know what types of actions you want to take against the data and know how you should measure customer health.

Pros

Easy to use, nice UI

Cons

Wish it allowed more data functionality.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Computer Software company, 51-200 employees)

Jury is still out if it is worth the cost

2019-02-03

Pros

Gainsight is an excellent tool for your CSM teams.

Cons

We utilize Gainsight with Pendo Analytics and Salesforce (Pendo collects user engagement and pushes to Salesforce, which is then collected by Gainsight).

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Mikael Braun

We are definitely future users of this amazing Hub for everything Customer Success! Great look!

2018-04-10

Pros

To the point data with one click!

Cons

Everything is in the right place and connectivity to Salesforce if off the charts!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Occasionally

Source: Capterra
Helpful?   Yes   No
Read more
Chad Horenfeldt

The product delivers

2019-10-24

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

The tool is extremely powerful and allowed us to take advantage of our unique data model to achieve business outcomes.

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Michael Fama

Best Client Relations Software Around

2019-01-10

Overall it is a positivive experience once you get over the learning curve. optimized for my day to day work and easy to use.

Pros

Easy way to track your clients activities and leave key notes on them.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 51-200 employees)

Powerful CRM insights, analysis and automation tool for account management operations

2018-02-21

Client Success can now focus exclusively on building strong relationships instead of busy work entering data into our CRM!

Pros

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.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Angela Mauro

Very difficult implementation

2016-12-08

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.

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

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

4/10

Recommendations to others considering Gainsight

make sure you map out all goals, associated processes, etc. before you even think about starting to configure the system. Have a dedicated resource, at least for the first 6 months

Source: Capterra
Helpful?   Yes   No
Read more
Todd Greenbaum

Very robust client success tool

2018-02-26

Pros

It can help you track events, send you or clients notifications, monitor health scores, trigger various actions, provide dashboards, etc.

Cons

Because its so robust, it takes a while to begin utilizing everything it can do. The learning curve is a challenge but the platform is fairly intuitive, so you can work through it.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Misty Grennell

Robust tool, but need clear deployment plan

2016-10-04

For example, tracking healthscore is a great feature, but if you don' t internally have a clear understanding of how you are driving health, the scoring won't be useful.

Pros

Ease of use

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Online Media company, 1001-5000 employees)

Insight into success

2018-12-28

Pros

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.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Rachel Cha

Customer Success Software

2018-04-02

Pros

I like that you can plug in usage from your software to see at a quick glance who is adopting your platform.

Cons

It seems a little clunky, I wish the UI was easier to use.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 1001-5000 employees)

Made my life as a CSM way easier

2018-07-24

Pros

Lots of functionality. Nice UI and UX. Good integration with Salesforce.

Cons

Almost too much functionality. Not too many cons. The key will be limiting the learning curve so we aren't overwhelmed with too many features at once.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Jenna Haring

At my prior employer we used Gainsight for our CRM.

2018-06-05

Great for customer management, as well as daily/monthly task management!

Pros

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

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
Director of Customer Success Operations (Leisure, Travel & Tourism company, 51-200 employees)
Verified Reviewer

Customizable but difficult to deploy

2017-11-07

Pros

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.

Cons

Nothing we implemented was an easy, out-of-the-box deployment.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
Enterprise Customer Success Manager, Uber Eats (Internet company, 10001+ employees)
Verified Reviewer

Great Application to Keep Track of Customer Health

2018-04-24

Pros

- Easy collaboration across multiple teams in an organization to keep track of a client - Helpful CTAs to ensure you are staying on top of an account - Can assign tasks to other members of your organization

Cons

- Steep learning curve - Very out-of-the-box implementation, not a lot that the administrator can customize - Sometimes the web application can be laggy

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Read more
Eleanor (Nora) Gehin

Great product

2018-12-08

Pros

I love how you can easily log calls in Gainsight. It's nice that you can tag people and events. It's also nice that it auto saves.

Cons

We integrate ours with Salesforce, and sometimes it's difficult to navigate between the two products.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Sam Gale

Niche Product with Many Alternatives

2019-08-02

Pros

Salesforce integration is useful, ability to track CTAs helps CSMs stay on top of their accounts

Cons

Mostly used it for recording call notes, but Salesforce already has the ability to do that. I think it was overpowered for our use case

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
bobby cooper

great cs tool

2016-10-05

great cs tool. I love that i can see a customer score card and predict churn.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
glen cook

Good Software for Support!

2016-10-06

We use Gainsight to support our customers. Specifically we are a cloud based subscription company and we are able to understand our customers better along with their ACV's and how well they are doing.

Pros

easy and simple and quick

Cons

Not sure the application.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more