Customer love for Gainsight

What do you like best about the product?

They are subject matter experts, and particularly good at responding to complicated or highly technical issues in language that is easy to understand, and providing step-by-step instructions that are easy to follow.

What do you dislike about the product?

I haven't had any issues with the Support service yet.

What problems is the product solving and how is that benefiting you?

Everything from an Administration standpoint that I can't solve for myself or find reference to in help documentation.

Was gefällt Ihnen an the product am besten?

Ermöglicht es, wertvolle Kundeninformationen an einem Ort zu speichern und anzuzeigen, sodass verschiedene Teams und Abteilungen das abrufen können, was sie benötigen.

Was gefällt Ihnen an the product nicht?

Nicht in der Lage zu sein, CTA zu kopieren - einige Aufgaben sind bei den meisten Kunden gleich, aber derzeit muss für jede eine CTA erstellt werden.

Welche Probleme löst the product für Sie, und wie profitieren Sie davon?

Ermöglicht es, alle Informationen an einem Ort zu speichern - schnelleren und klareren Zugriff auf Informationen.

What do you like best about the product?

Skilljar is a mature Learning Management System (LMS) that is both exhaustive in its capabilities and easy to use. MasterControl has an unusually vast training library and an unusually complex web of learning use cases. Skilljar allowed us to build out our academy site infrastructure with a flexible combination of no-code and custom elements. Robust user management, course, path, and catalog capabilities have allowed us to transform our offering from a mere course library into a dynamic learning ecosystem. Thanks to an MCP, we've also automated the publishing workflow between our authoring tool and the LMS.

What do you dislike about the product?

Currently, Skilljar catalog pages are built on "invisible" dynamic code or custom hard code, or a combination of the two. Technical limitations of the combined approach have prevented us from maximizing the potential of our pages. Hopefully Skilljar will make it easier to move objects like courses and paths around relative to hard-coded elements.

What problems is the product solving and how is that benefiting you?

Skilljar has enabled us to manage users at scale, including automated group behavior; maintain sophisticated academy pages with search and filter; retrieve granular activity and completion data; and build gated product hubs for special audiences.

What do you like best about the product?

Gainsight Customer Success is a tool with a wealth of resources to prevent churn and ensure your customers' needs are met. Gainsight is a forward thinking company and it shows in the features within CS.

What do you dislike about the product?

I have noticed that there were many things promised during launch and build that were not delivered. It has been a chore to address these things one by one, and I am still discovering issues. I am glad, however, that my CSSC is so helpful and responsive when these issues are surfaced. Also, the training resources are not always enough to help with learning, though there are many in existence. There needs to be more free training that enables customers to be more independent to foster full ownership of their instance.

What problems is the product solving and how is that benefiting you?

It is solving our organization's ability to be proactive and reduce churn.

What do you like best about the product?

I use Gainsight Customer Success to manage customer engagement and communication programs through Journey Orchestrator. I really like that it lets me build and launch targeted email campaigns, create audience segments, and support customer journeys, which helps streamline our outreach and improve operational efficiency. The platform handles complex programs well while still maintaining a personalized experience for customers. I also appreciate the responsiveness, knowledge, and dedication of the Gainsight support team whenever I run into challenges with JO program configurations, email templates, CSV uploads, or reporting. It’s important to me that Gainsight CS continues to evolve and support different customer engagement needs, and I value the resources the Gainsight team provides, such as training materials and office hours sessions. Features like communication automation through JO, reporting and analytics, and the add goal option significantly reduce manual effort while providing useful insights. I find it especially valuable that Gainsight brings multiple customer success activities into a single platform. The Call-to-Actions (CTAs) help our team proactively manage customer needs, track actions, and make sure important follow-ups don’t get missed. In addition, pairing Gainsight Customer Success with Gainsight PX for in-product engagement and user behavior insights helps coordinate both out-of-product and in-product communication effectively.

What do you dislike about the product?

There are a few areas I would like to see further improvement. For example, advanced A/B testing features and automated audience split capabilities would make it easier to optimize campaigns at scale. In JO, email deliverability could be improved by not firing all emails at once but adding a pause between each email send to the contacts to wait a set number of seconds before releasing the next. The Email Fatigue feature could also include the display of contacts at the contacts level data.

What problems is the product solving and how is that benefiting you?

Gainsight Customer Success streamlines customer engagement, automates communication, enhances operational efficiency, and provides actionable insights. It's immensely helpful in managing programs efficiently, maintaining personalization, reducing manual work, and proactively handling customer needs with a powerful all-in-one platform.

What do you like best about the product?

What I like best about Skilljar is how intuitive and flexible it is for creating scalable learning experiences. It makes it easy to organize and deliver enterprise customer education, track engagement and completion, and create a more structured learning journey intentionally orchestrtaed with our client lifecycle. I also appreciate how well it supports our broader goals around self-service, product adoption and customer enablement.

What do you dislike about the product?

The functionality for B2B is fine, but we have some B2C models in our business and the lack of functionality on the Skilljar side will most likely prevent those various lines of business from migrating into the Skilljar platform keeping them in multiple LMS's.

What problems is the product solving and how is that benefiting you?

Creating a net new revenue stream with Academy monetization to start in Q1-2027.

What do you like best about the product?

Flexibility to configure the solution to meet our dynamic needs, and the support we receive from the Gainsight technical and administrative team to ensure our success !

What do you dislike about the product?

The flexibility in configuration and rich functionality has the downside of complexity to work through.

What problems is the product solving and how is that benefiting you?

The primary benefit is the consistency in how our CSM's manage and score customer engagement w/reporting

What do you like best about the product?

For us, the real value has been the ability to bring Academy and Community together in one connected ecosystem. Having learning and community on the same Gainsight foundation means our customers and partners experience enablement as one journey rather than separate tools - and it opens the door to unified insight across both. The platform supports structured learning at scale, from microlearnings and on-demand courses to learning paths and certifications.

What do you dislike about the product?

Having moved Academy onto the same foundation as Community, the next step I'm keen to see is those two coming closer still - so learning and community activity inform each other seamlessly for each account.

What problems is the product solving and how is that benefiting you?

Our priority was bringing Academy and Community together so customers and partners have one connected place to learn, get certified, and engage. On a shared Gainsight foundation, we deliver structured learning at scale - microlearnings, on-demand courses, learning paths and certifications - as well as instructor-led bootcamps that learners register for directly through the platform.

What do you like best about the product?

Software is designed to enable CS strategies (biggest being growth and retention) and it delivers in a big way!

What do you dislike about the product?

The software can feel cumbersome for large enterprises with complex organizational hierarchies. Navigating intricate structures often leads to friction, and streamlining the interface to better support these multifaceted workflows would significantly improve the user experience.

What problems is the product solving and how is that benefiting you?

Creating a digital diary/timeline of key customer engagements, helping us proactively manage customer risk/churn, and helping us minimize the number of tools & data sources for our CSM's and other account team members.

What do you like best about the product?

We are long-time SkillJar users and absolutely thrilled to now have it run by Gainsight-- we are just scratching the surface regarding our LMS data getting into Customer CS, exploring how we can connect more to community for a seamless end user experience, etc, but it's a huge deal for us. Getting all of these platforms centralized and data sharing is huge because it allows us to identify opportunities, champions, and more with our customers and user base. We have an amazing and responsive CSM that is always ready to propose ideas and solutions about how we can make the most of this connection as well, which we really really appreciate.

What do you dislike about the product?

I don't love the process of submitting a help desk ticket. It used to be easier and now it runs through zendesk, requests a login, etc.

What problems is the product solving and how is that benefiting you?

SkillJar is essential to delivering the customer education experience we aim to provide for our customers. We love the complexity we can build into our user groups, domains, and learning paths. We are able to also provide custom group portals which is a very popular request with our biggest customers. Other LMS options don't provide the flexibility, complexity, and customization that SkillJar gives us.

What do you like best about the product?

UI/UX & Responsiveness: Gainsight's technical support team consistently delivers outstanding, highly responsive troubleshooting when users encounter configuration issues within the platform's advanced modules. Impact: This proactive assistance dramatically reduces the friction associated with Gainsight's notoriously steep learning curve, allowing non-technical Customer Success Managers (CSMs) to resolve complex data-mapping errors or system glitches without major operational downtime. Suggested Improvement to Maintain Momentum: Expanding the availability of their specialized technical support reps to offer more localized, multi-timezone coverage would further solidify this experience for global mid-market and enterprise teams.

What do you dislike about the product?

Support Depth & Onboarding Complexity: While standard ticket resolution is reliable, Gainsight's core technical support and implementation teams frequently struggle to provide deep, strategic guidance during complex initial setups or when configuring intricate data overrides via the complex Rules Engine. Impact: Because Gainsight requires an immense administrative lift, a lack of hands-on, consultative guidance from support results in delayed implementations, broken historical data migrations, and a heavy reliance on hiring full-time, dedicated internal Gainsight Admins to keep the instance stable. Suggested Improvement: Gainsight should build out a dedicated, speciali"ed "Admin-Sup" ort" tier within standard ticketing that specifically handles complex rules troubleshooting and data architecture logic, rather than routing these high-level technical queries through general help-desk queues.

What problems is the product solving and how is that benefiting you?

Trobleshooting or backend issues