All Gainsight CS Reviews
1-25 of 46 Reviews
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Elizabeth
Verified reviewer
Computer Software, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2021
So pleased with how effortlessly everything works
I like how simple Gainsight has been to use and implement. We have been able to accomplish more with Gainsight in 3 months than we did with Strikedeck in 3 years.
CONSThe cost is high on a per license basis. Gainsight is very heavy on the resource side when it comes to implementation.
Anonymous
51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2022
The best tool to manage your clients as a Customer Success team member
I am very happy because I can finally manage my clients in an easy way, check their customer journey status, they health, the notes from previous calls and the interactions.
PROSIt is super flexible. The reporting capabilities as very advanced, the support team is always able to help, and it's possible to get anything important in a couple of clicks. The interface is clear and easy to understand.
CONSThe tool is very powerful so it's not so easy to use at first. There are so many components that could make your life easier, and it's important to carefully go through the documentation (spending A LOT of time) to be able to understand how it works. Don't try to use it without having studied, it will be a terrible mistake
Reason for choosing Gainsight CS
it's definitely better for what we need, and the interface is much easier
Pranav
Computer Software, 501-1,000 employees
Used weekly for less than 12 months
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed January 2023
Easy to use Customer Success Management & Analytics Tool
We have integrated Gainsight for our customer success workflows, and the experience has been a mixed bag. The ability to demonstrate customer health, automate surveys, creation account plans are some of the impactful features, however, the challenges with reporting, and real-time bidirectional sync with Salesforce make a life for admins challenging.
PROSGainsight provides solutions for most customer success workflows like account health, advocacy, customer satisfaction surveys, NPS, and account plans. The UI is user-friendly and self-serving
CONSThe lack of real-time bidirectional sync with Salesforce and complex rules engines make life slightly challenging for admins configuring the tool
Chad
Verified reviewer
Internet, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSI 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.
CONSThe 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.
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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!
PROSGainsight 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.
CONSGainsight is expensive and the learning curve is steep. Adopters should consider staffing specifically for GS administration and engagement internally.
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2020
Best-in-class customer success management platform
Positive. They really care about customer success.
PROSGainsight has been a leader in the CS space for a long time. They number of possibilities and integrations are endless. The team is knowledgable and they offer so many free resources for people starting out in customer success.
CONSLike all CS platforms, you need to have the technical people and time commitment to onboarding. If your implementation is complex, you may consider a 3rd party.
Reason for choosing Gainsight CS
The opportunity to scale.
Jenna
Verified reviewer
51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
At my prior employer we used Gainsight for our CRM.
Great for customer management, as well as daily/monthly task management!
PROSI 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.
CONSI 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.
Dustin
Information Technology and Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Great software for customer success
The timeline view is wonderful for customer tracking. I can easily collaborate with my team and tag them on issues that need immediate attention.
CONSI do dislike the dashboard view but this could be the way my team has customized it. There is a lot going on and it can be confusing at times.
Anonymous
501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed February 2023
Great pairing with SFDC.
Love the ability to document all customer communication and events all in one place so that anyone can see what has been happening with a customer.
CONSBeing able to customize things is not always the easiest. Even with having a Gainsight Admin to help with this we ran into road blocks.
Anonymous
1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2018
Insight into success
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.
CONSIt 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.
Rebecca
Information Technology and Services, 501-1,000 employees
Used monthly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed November 2023
Great platform to engage with customers
I like the ability to track communications and get a more accurate temperature read on the customer satisfaction
CONSWould love to use it more for customer advocacy but haven't had the chance
Megan
Security and Investigations, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed 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!
PROSI 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.
CONSI 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!
Rebecca
Telecommunications, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed May 2022
Gainsight for Account Management
Overall, Gainsight has some great features and the integration with Salesforce keeps the data accurate and easier to navigate
PROSGainsight is a great tool for housing all customer accounts and managing their data, tracking activities, and creating tasks and account plans.
CONSThe biggest downside of Gainsight is the reporting ability and lack of ease in creating a report. It is not user friendly to create a custom dashboard or get a customized report.
Reasons for switching to Gainsight CS
Company decision
Sony
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed October 2022
Fantastic Customer Success tool
It is an excellent platform and as a CSM I live in it everyday.
PROSGainsight has a great user interface. It is easy to navigate and is very intuitive. Easy to use and very slick to navigate and enjoy working with in it every day. I like customizing dashboard to my client needs.
CONSSometimes it is a little buggy when it comes to actual data pulling from a CRM to GS. Otherwise, overall, it is an excellent platform for the CSM's.
Misty
Computer Software, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSEase of use
Angela
11-50 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSability 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
CONSdifficult to configure without support, buggy,
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
FUNCTIONALITY
5
Reviewed April 2018
Great Application to Keep Track of Customer Health
- 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
Jason
Veterinary, 5,001-10,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
Powerful Customer Success Tool To Enable Deeper Engagement....
We're level-setting the effectiveness of our reps, and making their action lead to direct impacts to customer success.
PROSThe fact that the software takes the guess work out of "who should I call next" is amazing. And better yet, I can model the best practices of my most effective reps to bring all reps up to that level is amazing. No more trying to figure out what rep x did to make the customer jump 20% in revenue. I can track it.
CONSNot a bad thing, but because it does so much, you have to talk a crawl, walk, run approach. You can't do everything out the gate because it's just too much. So you're forced to pick and choose your battles.
Peter
Computer Software, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
3
FUNCTIONALITY
3
Reviewed 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.
PROSI 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.
CONSThere 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.
Todd
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2018
Very robust client success tool
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.
CONSBecause 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.
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
3
FUNCTIONALITY
5
Reviewed August 2020
Essential for my role
Overall, I'm satisfied with the tool. It's a required piece to the organization of my role.
PROSI really like how this software helps me to manage my portfolio, goals for each account and track to completion.
CONSAt times, it can be complex and not as user friendly. There is so much this tool can do but the report aspect isn't as intuitive as I'd like.
Rosa
Computer Software, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2020
Most comprehensive CS tool out there
Overall great -- even when we run into issues, they are quick to help and support
PROS1. Highly configurable -- we are able to adapt and build just about anything with the Rules Engine 2. Helped us continue to scale with robust email campaign functionality 3. Flexible reporting 4. Fantastic strategic guidance
CONSCan be hard to use -- definitely recommend having a designated Gainsight Admin to run the system. The advanced features like Rules Engine are pretty complex.
Amy
Computer Software, 201-500 employees
Used weekly for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed January 2023
Customer Success Software
The Customer Success team loves the platform and it is their main CRM. For me, I perceive it's value for the team, but I wish it was more intuitive
PROSIt is good at tracking client communications and health score. By using success plans, we can proactively show ROI and we can create dashboards and reports without the need of other platforms. It also counts with Gong and Salesforce integration.
CONSIt might create lots of duplicated records and it is not so intuitive and easy to use and to create rules. The initial set up isn't so simple and Gainsight made us pay an additional consultancy service.
Michael
Information Services, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSEasy 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.
CONSSometimes can be buggy and the screen optimization needs to be fixed.
Anonymous
11-50 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed July 2022
Good CMS Tool
Gainsight is solid for it's primary functions at our company.
PROSGainsight is good for onboarding customers and tracking health scores.
CONSIt's a clunky system and the salesforce integration and timing syncs can be a lot better.