Gainsight Customer Success Reviews & Product Details

Having administered Gainsight across multiple organizations, I've consistently been impressed by its robust feature set and the sheer power it offers for Customer Success teams. The ability to centralize customer data, automate workflows, and gain deep insights into customer health is unparalleled. Features like CTAs, Playbooks, and the various reporting capabilities are incredibly valuable for driving proactive customer engagement and identifying at-risk accounts. It truly empowers CS teams to scale and operate more strategically. The continuous innovation and introduction of new functionalities also keep the platform at the forefront of Customer Success technology.

If you're serious about scaling your Customer Success efforts and want a comprehensive platform that can handle complex customer data and workflows, Gainsight is an excellent choice. Be prepared for a significant implementation effort, as it's a powerful tool that requires thoughtful configuration to maximize its potential. Also, consider building strong internal knowledge and potentially investing in dedicated Gainsight administrators to navigate its intricacies. While the tech support can sometimes be a hurdle, the overall value and capabilities of the platform far outweigh this drawback for organizations committed to customer success. Review collected by and hosted on G2.com.

While the product itself is exceptional, my primary area for improvement lies with the technical support. There have been instances where resolving issues, especially complex ones, has taken longer than expected, or required multiple escalations. The initial response time can sometimes be slow, and the depth of knowledge from first-line support isn't always sufficient to quickly diagnose intricate problems. This can be frustrating when you're dealing with time-sensitive customer-facing issues. Review collected by and hosted on G2.com.

The health score visualization provides a quick snapshot of account status across our portfolio. The renewal tracking features help ensure nothing falls through the cracks during contract negotiations. The integration with Salesforce does maintain some data consistency between our sales and success teams. Review collected by and hosted on G2.com.

The interface feels clunky and unintuitive, requiring too many clicks to accomplish basic tasks. Data entry requirements are excessive and often feel like busy work rather than meaningful customer success activities. The reporting capabilities are overly complex for what should be straightforward customer health metrics. Review collected by and hosted on G2.com.

As a daily user and Gainsight admin, I've found Gainsight's CS platform absolutely essential for customer success teams to drive meaningful engagements and deliver customer outcomes at scale. Its strongest feature is the ability to leverage out of the box integrations , allowing connection with diverse data sources, breaking down silos. Access to data empowers our team with comprehensive, actionable insights, crucial for proactive customer engagement and strategic decision-making. Review collected by and hosted on G2.com.

While initial setup and configuration may require focused effort, particularly around data mapping and integration nuances, the long-term benefits clearly justify this investment. Continued enhancements around flexibility in custom reporting would further increase its utility. Review collected by and hosted on G2.com.

I use Gainsight daily and I appreciate the configurable dashboard -- we have it tailored for our specific workflows and rely on it to monitor the latest information available. Furthermore, I find GS very easy to use -- I've been a user for about 12mo now, and feel like an expert in many regards. Review collected by and hosted on G2.com.

It would be nice if the font sizes in the widgets were better sized so that they didn't over-fill the widget. It could be that that's a feature that Gainsight already provides, and that we need to just update the widget labeling parameters. (?) Review collected by and hosted on G2.com.

So easy to use you could learn it in 30 minutes. Easy to implement in any org because it's a non technical platform and great for customer service reps. Helps improve customer support with NPS surveys, RAG scores, transparent client meeting and email notes, AI summarizations and more. Review collected by and hosted on G2.com.

Not the best tool for renewal forecasting. Dashboards feel a bit clunky with the movable widgets. In a form or some sort, notes don't auto save. If you don't hit save, you have to retype it. Review collected by and hosted on G2.com.

I love that Gainsight is a one-stop shop for my customers' data. Along with email, it's the first app I power up every day. The various metrics help me get a better handle on where I need to focus to drive success, not only at the account level but at the territory level as well. Additionally, based on some asks I've made to our administrator, customizations help you tailor to meet your goals. Plus there's no ramp up time; UI is very clean and simple to learn. Review collected by and hosted on G2.com.

The only downside I can think of is that account/subscription level data is not housed in Gainsight but that may be the way my organization uses the tool. Review collected by and hosted on G2.com.

Deep insights within our own data - because of the level of configurability, we can drive to very discrete data in our environments that enables us to surface important data on a daily basis. This has helped us measure very small movement each day in an automated way. Previously, we were measuring some of the same items monthly with a heaving human lift to get the data. This has enabled us to scale customer success and make data driven decisions otherwise not possible. Review collected by and hosted on G2.com.

This is not so much a dislike but just a reality - due to the high level of configurability it takes significant effort to learn then apply those learnings to get out the data you need. This is not a plug and play app, it takes knowledge and time to set it up to get out meaningful data. Review collected by and hosted on G2.com.

I like being able to track customer activities and emails all in one place. My organization has an integration with Gong so our customer calls and notes populate in the timeline automatically. This saves me time and helps me easily reference information for an account. Review collected by and hosted on G2.com.

I am not a Gainsight admin so this may be due to my permission level, but I don't find the reporting super easy to use. Review collected by and hosted on G2.com.

Incredibly easy for any CSM to start using. Easy to search for customer accounts, identify at-risk customers, log meeting notes and emails, seamless integration with your email, Salesforce, Zendesk and other platforms. CSMs use this daily in our org for account management and even AEs meetings/emails are logged. You can tag internal colleagues in your activity notes if they need to follow up or have action items after a call. Review collected by and hosted on G2.com.

The dashboards aren't as great as other CRMs since they are widget like but you still are able to customize your reports. I wish the Activity notes had icons like other CRMs. For example if it's an email then show an Email Icon to click. If it's an in-person meeting then show a handshake icon. If it's an upsell then show a dollar sign icon. Review collected by and hosted on G2.com.

What I like the most about Gainsight Customer Success is the visibility it provides. The tool allows us to really customize our experience and highlight areas that are really important to our team, specifically identifying risk in accounts before the renewal window opens. Review collected by and hosted on G2.com.

There really isn't much to dislike about Gainsight Customer success. If I had to pick one thing, I would say it is that it does not update in real-time. For instance, if we make a change in SFDC, it could take up to 24 hours for it to reflect in Gainsight. Review collected by and hosted on G2.com.