Gainsight

Gainsight

(174)
4.4 out of 5 stars

A complete customer success platform

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Showing 175 Gainsight reviews
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Gainsight review by <span>Steven D.</span>
Steven D.
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Invitation from G2 Crowd on behalf of the vendor
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The BEST Customer Success Tool - Endlessly customizable for your needs

What do you like best?

Gainsight is an incredible tool. Our ability to manage risk and drive renewals is incredibly robust thanks to the automation and excellent features from Gainsight. The tool's repertoire of features has grown faster than our Customer Success business processes, which leaves us always finding new ways to succeed without waiting for new development. We strongly benefit from the survey tool and scorecard functionality.

What do you dislike?

Gainsight's only drawback is its tendency to drop unused features silently and allow them to become out of date or out of touch with the rest of the platform. I would love to see a more coherent plan with some features, but I think that is not compatible with Gainsight's vision of trying to lead the bleeding edge of customer success.

Recommendations to others considering the product

Be sure you can devote staff time long term to updating the tool, reviewing new features, and adapting your business processes to match.

What business problems are you solving with the product? What benefits have you realized?

This platform has allowed our CSMs to handle larger workloads and service more customers with less effort consistently. No other tool has allowed us to automate the repetitive aspects of customer success while concentrating our human efforts on the customers that matter most.

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Gainsight review by <span>Jason K.</span>
Jason K.
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Great platform for ensuring customer success best practices

What do you like best?

I like that there are so many areas which will support customer success best practices even though we can only bite off a couple of the pieces right now as we deal with resources to implement as well as considering that we cannot overload our CS community with everything at once. The constant features which are being adding that allow for advancement in these areas gives me confidence that we chose the correct platform not just for today but for years to come. The ease in which to stand up platform and make changes when needed is awesome.

What do you dislike?

I wish they could have been more prescriptive as to the structure of our data based on our business model. I will admit that may have been due to the fact that we thought we could do the bulk of the work ourselves at the onset but now we need to leverage best practices and for that we need outside experiences.

Recommendations to others considering the product

Start going as fast as possible and iterate quickly. Bring Gainsight in to validate what you are doing for the objectives you are trying to reach.

What business problems are you solving with the product? What benefits have you realized?

We want to reduce our churn and uncover expansion opportunities. We have begun to get a more quantitative understanding of our health status for each of our customers.

What Customer Success solution do you use?

Thanks for letting us know!
Gainsight review by <span>Shimon S.</span>
Shimon S.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
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Customer Success Manager that works with GainSight over a year

What do you like best?

A really good additional layer above SF for Customer Success Managers.

The Cockpit concept is an excellent idea with all predefined playbooks (customer journey, renewal, Executive Business reviews etc,). Very dynamic and easy to use.

The Cockpit concept is a good approach and solution for managing a huge amount of customers altogether.

In addition, the timeline is a good start for auditing all important activities within an account (such as when our kickoff meeting took place, status meetings, EBR etc.). It is a very useful for auditing purposes, collaboration and transferring account between CSMs.

What do you dislike?

Performance should be dramatically improved.

In addition, an excellent UX/UI designed should be recruited in order to convert GS to 2018 standard in terms of the end-user experience.

Recommendations to others considering the product

I gain value from using GS. That being said, be patient with the UX and the performance.

What business problems are you solving with the product? What benefits have you realized?

1 single platform for managing an account. Transpersicny between my self and my manager.

Tasks management platform with automatic tasks (CTAs).

Gainsight review by <span>Ashley F.</span>
Ashley F.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
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Gainisight has changed our business

What do you like best?

The ability to pull in data from all sources and have everything in one place for a true customer 360 view. I also like the ability to share dashboards and customer 360s with external users. The dashboards look great and the functionality is great for sharing information cross departments.

What do you dislike?

The new features in the admin area are becoming less and less intuitive. I also wish they offered certification courses or in person training courses.

Recommendations to others considering the product

If you're familiar with SFDC, I would suggest having the admin go through more than just the onboarding training. The admin side is very different than any other database I've worked with.

What business problems are you solving with the product? What benefits have you realized?

We now have the ability to see everything that our customers are doing to have better conversations with them.

Gainsight review by <span>Jamie M.</span>
Jamie M.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd on behalf of the vendor
Reviewed On

Great CS Management tool!

What do you like best?

Gainsight has allowed our Client Success team to manage our clients through and through. The tool is key to managing our client life cycle from initial engagement, through implementation and Go Live phases, and following through to Renewal. Being able to trigger tasks for CSMs based on usage and on life cycle stage has been crucial.

The customer support is fantastic. The Support desk communicates frequently when working through submitted tickets and our Client Success Manager thinks outside the box when making strategic recommendations for our business.

What do you dislike?

It's not really a "dislike" as this should be expected, but you really have to put a lot into it to get a lot out of it and to drive full adoption among users.

Recommendations to others considering the product

Go for it!! Be sure to dedicate the time to the set-up in order to get the most from the product.

What business problems are you solving with the product? What benefits have you realized?

Initially, we needed a tool to centralize our client data as well as keep our Client Success team organized with their tasks with managing so many clients. We continue to solve for other problems year over year as our Gainsight CSM digs into our business needs and opens the door to features that she feels would best suit us. Next up is utilizing co-pilot to it's fullest so that we can better manage our low-touch clients.

Gainsight review by Administrator
Administrator
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Verified Current User
Invitation from G2 Crowd
Reviewed On

Useful but not ideal

What do you like best?

`Certain inherent functionality is nice, like the ability to configure Health Scores based on a variety of factors, which would be a time consuming configuration in Salesforce. Also the ability to insert an NPS (or any survey) easily into an email is convenient.

What do you dislike?

The software as a whole is very clunky in terms of user interface. It's not self explanatory or intuitive at all, and configuration to make the software do what you want it to do is very complicated. Sometimes its the small things...this is a Salesforce add on, in Salesforce reports the report filter logic uses 1, 2, 3, however Gainsight reporting filter logic uses A, B , C,..why??? why is it different from the platform it is used on. It makes no sense to me. Also the email fonts and graphics are severely lacking.

Recommendations to others considering the product

consider the costs and implementation time. Implementation took us a good 6 months, and now we cannot consider switching because of how entrenched we are with it, even though it is obscenely expensive.

What business problems are you solving with the product? What benefits have you realized?

We have 3 people that manage 700 accounts. Gainsight makes it easy to keep organized with our renewals, client outreach, sending satisfaction surveys and scoring accounts to assess risk.

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