Average Ratings

17 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Gainsight
  • www.gainsight.com/
  • Founded 2009
  • United States

About Gainsight

Our powerful platform was purpose built to turn disparate customer data from multiple sources into insights and action that drive measurable business outcomes for your clients. Gainsight's applications will help you programmatically drive client outcomes across all your customers segments. Our applications include Insights, Feedback, Collaboration, Engagement and Outcomes.


Gainsight Features

  • Account Alerts
  • Account Management
  • Communication Management
  • Customer Engagement
  • Customer Lifecycle Management
  • Health Score
  • Onboarding
  • Revenue Management
  • Usage Tracking / Analytics
  • Win / Loss Analysis

Gainsight Reviews Recently Reviewed!


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

Feb 21, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: 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!

Very difficult implementation

Dec 08, 2016
3/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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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,

Overall: 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.

Recommendations to other buyers: make sure you map out all goals, associated processes, etc. before you even think about starting to configure the system. Have a dedicated resource, at least for the first 6 months

Robust tool, but need clear deployment plan

Oct 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use

Overall: 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.

Capterra-loader

At my prior employer we used Gainsight for our CRM.

Jun 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: Great for customer management, as well as daily/monthly task management!

Great Application to Keep Track of Customer Health

Apr 24, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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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

Very robust client success tool

Feb 26, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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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.

Easy to use showing valuable customer metrics

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

Overall: 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!

Customizable but difficult to deploy

Nov 07, 2017
3/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Gainsight is very customizable, and the team at Gainsight was helpful in the rollout, particularly once we voiced our concerns that we were going to be unable to implement due to our Salesforce setup.

Cons: I will echo what others have said about Gainsight - it was a very difficult deployment. Nothing we implemented was an easy, out-of-the-box deployment. Overall, it took us nearly two years to complete deployment and we still do not use all the features.

Can be tricky to navigate but overall very helpful

Mar 08, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

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

Apr 10, 2018
2/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
Likelihood to Recommend: 1.0/10 Not
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Made my life as a CSM way easier

Jul 24, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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.

Capterra-loader

Customer Success Software

Apr 02, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

Capterra-loader

We are definitely future users of this amazing Hub for everything Customer Success! Great look!

Apr 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: To the point data with one click! Everything other platforms can only dream of doing under one roof!

Cons: Sorry, I can't really come up with anything for this question. Everything is in the right place and connectivity to Salesforce if off the charts!

great cs tool

Oct 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: great cs tool. I love that i can see a customer score card and predict churn. I would recommend them to anyone.

Gainsight review

Oct 06, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: overall gainsight helps our CS org automate follow up and stay on task to maintain the customer relationship

THE Customer Success Software

Aug 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It changed the way we manage our customer relationships post-close

Cons: Took some getting used to to implement into the workflows

Overall: Have really enjoyed my experience thus far. Always responsive team

Good Software for Support!

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: easy and simple and quick

Cons: Not sure the application.

Overall: We use Gainsight to support our customers. Specifically we are a cloud based subscription company and we are able to understand our customers better along with their ACV's and how well they are doing.