Gainsight Software

4.35 / 5 (23)

About Gainsight


Gainsight is a top-rated customer success platform that helps organizations to grow with true insight into customer data. It offers different applications to gather insights, monitor feedback, engage with customers, collaborate with your team and deliver outcomes.

With Gainsight, you’ll convert your customers into your business growth factor. Customers build a database with every activity they perform over the web. Gainsight helps you collect this data and offers a holistic view to monitor the customer behavior and improve your business. With interacting surveys you can get a clear view of your customer’s expectations, which will help you cater them in a better way. It enhances the engagement of your customers with your business via short and compelling videos. With the collaboration tool you can share client’s updates with every team member to make sure they can serve any customer. You can upgrade your customer’s satisfaction by delivering them outcomes they demand.



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Supported Operating System(s):

Web browser (OS agnostic)

23 Reviews of Gainsight

Average User Ratings

Overall

4.35 / 5 stars

Ease-of-use

4.0

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(12)

4 stars

(8)

3 stars

(2)

2 stars

(1)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 23 reviews

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February 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

February 2018

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

Gainsight has helped automate practically every step and touchpoint in our Client LifeCycle and Maturity model. 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.

October 2016

Misty from Black Duck Software

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

October 2016

Robust tool, but need clear deployment plan

Gainsight has been key in getting all our customer data from Salesforce into a single view for our Customer Success team to use. Deploying really required a clear project scope, with insight in how you plan to you utilize the various aspects. You can't just assume you can build rough Call to Actions (CTAs) and the program will pay for itself. You really need to think about what you want for an outcome. 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. The customer success team is outstanding and will stand by you until you have a successful deployment. The ability to bring in data into an MDA table is key for those processes that don't quite fit into the out of the box program.

Pros

Ease of use

June 2018

Jenna from PERQ

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2018

At my prior employer we used Gainsight for our CRM.

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.

April 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

3.0

Functionality

5.0

April 2018

Great Application to Keep Track of Customer Health

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

December 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2018

Insight into success

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.

February 2018

Todd from Bazaarvoice

Review Source: Capterra


Ease-of-use

3.0

Customer support

5.0

Functionality

5.0

February 2018

Very robust client success tool

Pros

Gainsight can help you manage just about everything around client account management. It can help you track events, send you or clients notifications, monitor health scores, trigger various actions, provide dashboards, etc. There is functionality for anything you can think of and the integration with SFDC is key. The company also showcases a lot of thought leadership and shares some very helpful assets and articles.

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.

January 2019

Michael from IBISWorld

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2019

Best Client Relations Software Around

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. Great dashboard use and overall just a fantastic optimization of sales force for Relationship Managers and there book of business.

Cons

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

December 2016

Angela from Relationship Science

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

5.0

Functionality

4.0

December 2016

Very difficult implementation

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,

October 2016

M from Flexera Software

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

October 2016

Easy to use showing valuable customer metrics

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. We've run into scenarios where internal users disagree about the calculation of customer health so I recommend getting agreement from executives who will support the overall ranking/rating prior to implementation. I love everyone I've met from Gainsight and look forward to upcoming enhancements!

Pros

Easy to use, nice UI

Cons

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

March 2018

Nicole from wordstream

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

3.0

Functionality

5.0

March 2018

Can be tricky to navigate but overall very helpful

Pros

The reports you are able to generate have been especially helpful. 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

July 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2018

Made my life as a CSM way easier

Pros

Easy to use and adopt. Lots of functionality. Nice UI and UX. Good integration with Salesforce. We did in house training for 3 days and we are able to log in and start using. really consolidated all of our spreadsheets.

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.

February 2019

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Functionality

5.0

February 2019

Jury is still out if it is worth the cost

Pros

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.

Cons

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.

December 2018

Marvin from Demandforce

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0