





Supported Operating System(s):
Web browser (OS agnostic)About Gainsight CX
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 comp...
Supported Operating System(s):
Web browser (OS agnostic)Average User Ratings
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June 2018
Jenna from PERQ
Company Size: 51-200 employees
Time Used: Less than 2 years
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.
November 2019
Megan from RiskIQ
Company Size: 51-200 employees
Industry: Security and Investigations
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Functionality
5.0
November 2019
Wonderful system for customer management!
Overall, using Gainsight has changed the way I work as an account manager. Before, I was using spreadsheets and other documents to track everything for my customer which was inefficient and cumbersome. Now, I'm able to set a plan for my customer upfront and use playbooks to follow and ensure the best experience possible for them! I will never go back to managing customers without it!
Pros
I really like using Gainsight to keep all of my customer information in one place. Daily, I use the tasks in my cockpit and success plans to keep me on task with my customer deliverables. The timeline allows me to have all of my notes, emails, and calls logged in one place. There are so many options to configure your customers C360, the options are almost endless.
Cons
I rarely have issues with using Gainsight, it really has changed the way I approach customer account management. I will say that there are times I have an issue with linking customer LinkedIn profiles, and I would love to see a more robust way to track customer org. charts. Otherwise, it's a wonderful tool!
December 2016
Angela from Relationship Science
Company Size: 11-50 employees
Time Used: Less than 12 months
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,
February 2020
Rosa from Greenhouse Software
Company Size: 201-500 employees
Industry: Computer Software
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
3.0
Functionality
5.0
February 2020
Great tool for sophisticated CS teams
Pros
The ability to automate and streamline all your workflows is unparalleled
Cons
The tool is REALLY hard to navigate as an admin. Everything is edited in very segmented sections and requires a lot of advanced knowledge to use. This is not a tool for small CS teams or teams without a designated Gainsight Admin.
October 2019
Chad from Updater
Company Size: 51-200 employees
Industry: Internet
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
October 2019
The product delivers
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
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.
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.
April 2020
Peter from Qualia Labs, Inc.
Company Size: 201-500 employees
Industry: Computer Software
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
3.0
Functionality
3.0
April 2020
I like the idea, has potential, but definitely room for improvement
Overall, I like the idea of GS and what it offers. There are plenty of integrations which is great, however, it can get a bit messy when working in GS. There are a ton of tabs. I think if the layout were a bit less complex, it would be much easier to use.
Pros
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.
Cons
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.
February 2018
Anonymous
Company Size: 51-200 employees
Time Used: More than 2 years
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.
April 2018
Anonymous
Company Size: 51-200 employees
Time Used: More than 2 years
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
Company Size: 1,001-5,000 employees
Time Used: More than 2 years
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.
December 2019
Rebekah from Comeet
Company Size: 11-50 employees
Industry: Computer Software
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
3.0
Functionality
3.0
December 2019
Seems like it has potential
so far so good! Looking forward to seeing it all set up!
Pros
I love the tasks feature and intuitive it is however I am still trying to figure out how I can see a full picture but we are in the set up phase.
Cons
The sales forces intergration seems to be lacking. We are trying to move from saleforce to GS but none of the chatter notes or contracts were pulled in while everything is easily able to be pulled out. Since we have been using SF for 6 years we will still need to check SF quite often,
October 2016
Misty from Black Duck Software
Company Size: 51-200 employees
Industry: Computer Software
Time Used: Less than 2 years
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
February 2018
Todd from Bazaarvoice
Time Used: More than 2 years
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
Industry: Information Services
Time Used: Less than 12 months
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.
October 2016
M from Flexera Software
Company Size: 501-1,000 employees
Industry: Computer Software
Time Used: Less than 2 years
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
Time Used: Less than 12 months
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
Company Size: 1,001-5,000 employees
Time Used: Less than 6 months
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
Company Size: 51-200 employees
Time Used: Less than 6 months
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.
August 2019
Sam from Lucid Software
Company Size: 501-1,000 employees
Industry: Computer Software
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
3.0
Customer support
3.0
Functionality
5.0
August 2019
Niche Product with Many Alternatives
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
December 2018
Marvin from Demandforce
Company Size: 51-200 employees
Industry: Computer Software
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
December 2018
They have helped our customer service!
Pros
Gainsight has helped our customer service and reduce cancels.
Cons
I have nothing bad to say about this software.
April 2018
Rachel from SalesLoft
Company Size: 201-500 employees
Industry: Computer Software
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
3.0
Customer support
5.0
Functionality
4.0
April 2018
Customer Success Software
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. There is probably more functionality that I am not aware of.