Customer love for Gainsight

What do you like best about the product?

Some of the things I like most about Gainsight is the breadth of functionality. It helps us centralize our customer data for our Customer Success Management teams. In addition, there is an ability to highly customize the set up of your environment. We can write rules based on specific actions unique to our organization, we can created connected actions from rules, to JO programs, to reports and dashboards, and back again. Similar to many other organizations, our data does not just live in one source so we take advantage of it's ability to connect to other sources, primarily through API calls but Amozon S3 and even csv when needed.

What do you dislike about the product?

Since Gainsight can do so much and be very customizable there is a pretty steep learning curve and it is vital to have an Admin who understands the "gotchas" of the system. Even though there are soooo many features available not all of them are best in class and you need to purchase additional applications or release a 'good enough' version. Some areas I would like to see improvements is in the survey designs, success snapshots, and shared success plans with customers externally.

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

First and foremost is customer visibility for our CSMs and other practitioners on the post-sales side of the organization. For these users we have a single 360 view with insights into product adoption, customer health/sentiment, risk, and activities. In addition, we can now be proactive in how we trigger action from our CSMs rather than be completely reactive to inputs from the customer. The proactive actions are also enhanced in Gainsight by the ability to create workflows through rules, JO and other features. Lastly, we suffered from a lack of reporting and analytics which Gainsight now helps to provide valuable insights from the data integrations, reports, and dashboards.

What do you like best about the product?

The depth and breadth of the product in supporting Customer Success operations is exceptional, well thought out and in most cases inutitive. The look and feel is nice and the rate of development of the product is fast. Community is well orgnaized and managed, office hours are extremely useful as well. Support is also top notch, in my experience.

What do you dislike about the product?

There are two areas of opportunity on which Gainsight should focus their attention, and that would be in documentation and implementation. On documentation they appear to be up to two major releases behind in some cases, and with one of those being look and feel, the aged documentation is almost useless.Updated documentation should be delivered with the release, not after. On implementation, working from the premis of a new admin not knowing what they don't know, their implementation teams seem stretched across too many simultaneous projects, the outcomes of which aren't clear until the new admins (like myself) learn and grow, uncovering the shortcuts taken in order to meet deadline and move on to the next project.

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

CEntralized feedback collection, analysis and reporting, customer health score visualization, and CSM automation and portfolio management

What do you like best about the product?

Collaborating with others in my industry.

What do you dislike about the product?

Nothing that I can think of now. I wish I could spend more time!

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

Creating nor efficiencies for our CSMs and giving us insights via data.

What do you like best about the product?

Gainsight can truly leverage both platform-derived data and sourced data to provide valuable, actionable customer insights to end users. The C360 acts as a one-stop shop for digging into individual customers, while Calls to Action provide focus in the right areas at the right time. The system provides a lot of flexibility to meet a company's unique demands and create a real impact in the day-to-day of a Customer Success team. And when needed, Gainsight's support team is responsive and helpful to work with.

What do you dislike about the product?

For a system with a such depth, it can sometimes be frustrating to figure out how to do something specific. Adminstrative settings can be hidden in obscure places, and processes can have esoteric logic that requires experience to remember instead of intuit. Gainsight's documentation has come a long way over the years, but it can still be challenging to find clear answers to specific situations.

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

Gainsight is streamlining our Customer Success team's work by providing data-led insights through reports, dashboards, and the C360. They are able to better manage their book of business due to the reporting data at their fingertips, automated Calls to Action providing guidance and focus when appropriate, and the ability to quickly see what's going on with an individual account through the Timeline and Scorecards. Gainsight consolidates most of the information they rely on into a single source, making it more digestible and actionable.

What do you like best about the product?

The ability to provide insights to CSMs about their customers and leverage the power of Sales Force

What do you dislike about the product?

Lack of integration to Microsoft solution suite to leverage Powerpoint, Exel, Power BI to deliver robust solutions to CSMs

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

Measuring customer health, Customer Engagement, and customer success

What do you like best about the product?

We have been able to create a vibrant B2C community that is always evolving to meet the needs of the company and, more importantly, our customers thanks to the help of the team at Gainsight Customer Communities and the ability to interact and work together with community managers from all over the world via the Gainsight Community. The Gainsight CC team does an excellent job of paying attention to what their customers have to say and working to create products that meet our demands. With Gainsight CC, you may work with the team to enhance product features via beta testing and feedback, and you'll receive a clear roadmap.

What do you dislike about the product?

While the text editor in Gainsight CC is sufficient for creating good articles, there are a few limitations that prevent us from moving our content to the next level. We have discussed these constraints with the CC team, and they have acknowledged our concerns by including improvements to the text editor on their product roadmap. We look forward to seeing these enhancements implemented in the near future.

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

Gainsight Customer Communities is helping us in achieving our mission to provide customers with exceptional support via online-only channels.

What do you like best about the product?

Gainsight is intuitive and simple to use, I was able to create our entire community with the support of 1 graphic designer. The ease of use tied to the Control or back end is why we ultimately purchased Gainsight over other community software.

What do you dislike about the product?

I don't love the Event section or the reporting but both of those are on the roadmap for this year.

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

It helping us increase user engagement with our brand and product and allowing us to offer value added program that creates brand affinity. Community helps us scale our CS organization while driving product adoption and usage. Provides us a platform to hear our customers better and provides our customers the opportunity to learn from each other.

What do you like best about the product?

From our first interaction with Gainsight CE, we were instantly impressed and hooked. The Gainsight team is top notch and is knowledgeable, professional, and easy to work with. The product is a dream to work with and has all we need plus things we didn't know we needed.

What do you dislike about the product?

I think providing honest, constructive feedback is important. I've thought about this a lot and I cannot think of one dislike thus far with Gainsight CE!

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

We were looking for a new LMS that had the ability to integrate with HubSpot. Gainsight CE not only checks this box, but has so many other features and benefits that we hadn't even thought of.

What do you like best about the product?

It is the glue that holds our CS team together - we use SPs as project plans, so all of our programming is captured there. We love the score cards with our KPIs - that has been really game changing for us in our renewal work.

What do you dislike about the product?

We have a unique use case - so at first it felt somewhat square peg/round hole for us - but once we had a GS Admin on staff everything changed. Also - unfortunately we are onto our 7th CSM since 2021, so that has been a little rough, but everyone we have worked with has been really great (we do miss Jennifer Stewart still!).

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

Staying ahead of churn via the scorecards - we have had them implemented for almost a year and it has really made a difference in visibility and reduced the surprises.

What do you like best about the product?

Coming from Learndash/WordPress, this was extremely user-friendly, and our team was able to navigate the setup with ease. The support from both our CSM and onboarding specialist was unmatched. We could not have done it with either of them, and they were both extremely responsive every step of the way.

What do you dislike about the product?

There were a couple of small things that we had to work through. It ended up being things we had to change in our process, as with implementing any new system. Also, we were assured that some things are on the roadmap.

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

Gainsight CE is solving many things for our team and company. Being able to easily update content, creating a certification program, and providing internal training by utilizing current resources are some of the many things it is solving for our team.

What do you like best about the product?

All of the Gainsight Customer Education has been extremely helpful when we have met online and through email. Their attention to detail and ensuring we receive the attention that we need in a timely manner!

What do you dislike about the product?

There is nothing I disliked with Gainsight Customer Education.

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

We are able to provide a certification process for the administrators and agents that use Incident IQ software.

What do you like best about the product?

I joined the implementation process a bit later but was welcomed by a passionate and skilled implementation manager. Their customer onboarding experience is on point and I felt like they were truly partnering with me to make the launch of our LMS successful.

What do you dislike about the product?

There are some improvements they can make to the admin experience: Creating lessons and courses has been easy but managing the publishing has been tricky at time. They do not yet support the scheduling to publish courses in the future which would be handy. Lastly, the data isn't that intuitive to consume and action on.

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

Skilljar allows us to scale our customer education so our teams can focus on value adding activities.

What do you like best about the product?

Gainsight has taken the guesswork out of status updates. I no longer have to guess what the outcome was of a particular escalation when looking back, or try to remember where I left off with a client request. What I used to rely on Outlook for, and my local computer drive, for records retention, I can instead share updates in my timeline activity per each client account. This way, my backup teammates and manager can either pick up where I left off if I'm out of office or I can easily search my timeline for insights on historical interactions, as needed. The CTAs have also made my time as a CSM and PSM more valuable to my external partners, because they are allowing me to show proactive value instead of only reactive value, when the CTAs are created for external information sharing and best practice updates. The added bonus is we can also sync relevant emails directly to Gainsight through a plug-in from Outlook. My frequency of use is daily, and several times a day. It's my primary record of choice.

What do you dislike about the product?

The Gantt Chart and Success Plans are not as important to get our tasks and initiatives accomplished.

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

Gainsight is helping me with escalation and risk management, by leveraging the Playbooks we have within CTAs for my at-risk clients/brokers.

What do you like best about the product?

Using Gainsight is my team's source of truth. Not only am I able to keep track of our customer base and key metrics, but I am able to hold myself to account with the tool. I like how customizable the platform is, and I am able to see what I need when starting off my workday.

What do you dislike about the product?

The downside of Gainsight is that the platform can be overwhelming if not trained. There is SO much you can do, you can get lost in the bells and whistles.

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

Keep track of key metrics in my book of business. I can use Gainsight to truly dig into the metrics we are looking to dive into, and I love the customization available with dashboards, etc.

What do you like best about the product?

The team is uber-responsive and they have recently added additional services support to help us keep Gainsight optimized for our needs.

What do you dislike about the product?

Gainsight is a powerful product. It can be a heavy lift to fully configure, administer and maintain it over time. I believe the recent addition of services is meant to help companies with that.

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

Gainsight allows us to keep a constant pulse on individual customers, on books of business by CSM, segment, etc. Gainsight allows us to focus our CSMs on meaningful customer engagement and reduce administrative workload, while improving consistency in the customer experience, measuring customer health and managing customer risk and engagement.

What do you like best about the product?

Gainsight is a platform that I use day in and day out every single day. I had never used Gainsight prior to my current company; the software is so intuitive that I was able to hop in and immediately find value. One of my favorite things about gainsight is the dashboarding capabilities, giving me a holistic view of my accounts, their health scores, and all high level pertinent inforamtion. Leveraging success plans and CTAs have allowed me to stay organized even when managing a vast portfolio of customers.

What do you dislike about the product?

I can't say that I've really found anything that I dislike about Gainsight, it's a great platform for customer success teams.

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

Gainsight is helping me clearly define customer goals and build success plans and actions that basically give me & the customer a roadmap to success. The ability to share a success plan with your customer is great so they can track against their goals too.

What do you like best about the product?

Gainsight helps us to prioritize our daily tasks, as well as serving as our source of truth regarding the customer's history.

What do you dislike about the product?

At times, we have a lot of information, and it is necessary to navigate through many tabs and reports in order to find the necessary information.

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

Help to automate my job so I can focus on the important things.

What do you like best about the product?

Gainsight is always looking to improve the already excellent tools within the platform. Also the community and support never abandon you when you are having any difficulties or troubles. I use it on the daily basis and I am quite happy with what it has to offer. It is intuitive and easy to use. The integrations with other platforms such as Zendesk and Salesforce run seamlessly. I am 100% satisfied with Gainsight.

What do you dislike about the product?

There is absolutely nothing I dislike about Gainsight, but if I could suggest improvements, it would be on rolling out small features such as field level permissions, automatic timeline e-mail logs, which I know the team is already working on.

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

Gainsight helps CSMs and leaderships stay up-to-date with Customers needs and actions. It automatizes business rules that would otherwise be cumbersome and manual. Building reports is also very intuitive in Gainsight. Its Journey Programs help us bulk inform customers and Team members about any relevant information we want.

What do you like best about the product?

I think Skilljar is a great tool for companies. i use it a couple of times a week to learn about our product and its great that you can see your progress easily and it very clear and easy to navigate.

What do you dislike about the product?

dont have anything negative about it as of now

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

helping me understand the product and helping me to do my job better. showing me mandatory trainings that i need to do, sales techniques, wellbeing courses etc

What do you like best about the product?

The ease of use for implementing reduced the amount of resources we had to allocate to this project. This platform is used daily by our end users and well as our internal employees. During implementation any time we needed support or hit a roadblock the Skilljar team was there to help us overcome it. Their new AI features will make content creation much easier and I really love their integration with our CRM.

What do you dislike about the product?

Less features for internal enablement use cases, though good enough if you're looking for a single platform for both internal and external. Would love to see features that allow us to assign reviewers as part of assignments/courses.

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

Platform consolidation, cost reduction, ease of use for customers and employees

What do you like best about the product?

It is a solid platform creating and providing educational content in whatever capacity you may need. My account representative is always upbeat, helpful, and willing to provide as much support as needed. The platform is easy to use and their implementation team was fast and effective.

What do you dislike about the product?

I can't think of anything at the moment.

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

It allows us to provide an educational platform we use to educate our clients. The interface is clean, intuitive to users and easy to navigate.

What do you like best about the product?

I use Gainsight to help keep leadership apprised of account staus, track owed follow up, and create a comprehensive record of my accomplishments and achievements within in an account. The system of record serves as a single source of truth if accounts ever leave my name. Gainsight is really easy to use, and fairly customizable as well. Gainsight is an every day tool for me, and absolutely critical to success in my role. The integration with Chorus is a massive time saver to me in logging and tracking my calls and follow up

What do you dislike about the product?

To my knowledge, Gainsight is a pretty expensive product, and it doesn't seem like there's a very readily available way to make other members of the account team aware of information represented in Gainsight. Account Executives and SE's can benefit from the information that is reposited in Gainsight by CSMs, but we have to provision them a license or otherwise manually relay the information to them.

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

SINGLE SOURCE OF TRUTH: Gainsight is beneficial because when an account leaves my name to another CSM I am able to give a full picture of ongoing motions, stakeholders, etc. Conversely when an account is given to me from another CSM I am not going in blind. This is a massive time saver and helps to build and keep momentum in accounts. TIME SAVINGS: Gainsight + Chorus has been instrumental in helping me be efficient and reducing duplicative work. It has also been helpful in the sense that it keeps Timeline events relatively formatted over time. RECORD OF WORK: By logging my activities and work in Gainsight I have a comprehensive record of my accomplishments and achievements that I can use to compile performance reviews and show my work product over time.

What do you like best about the product?

Data capabilities Analytical Capabilities JO analytical Scorecard Gainsight support response rate Gainsight Csm response

What do you dislike about the product?

Sometimes multiple steps to build. Data designer small change, need to start from strach. Tenant id should be available on top or at the support access page

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

Automate CTA, journey arc, powerful rules engine, data designer and scorecard

What do you like best about the product?

The single holistic customer C360 view that the tool offers is the most impressive feature for us as it helps our team to track the complete client's lifecycle. Alongside the product offers us a numerous integration ability to bring all our third party data into one instance giving our users to levarage analytics power on Gainsight . Our CS team likes the tool a lot and they use this so frequently in their day to day work life. For us, Yes! It's a powerful tool with great and wide features. The absolute user & admin friendly UI, thoughtful leadership & product teams, and exceptional Support, CSM team are the huge plus for Gainsight.

What do you dislike about the product?

Ofcourse the tool gives a lot of value for us , we do have few pain points and one such is documentation . It's not a dislike but I would feel the product has a better documentation.

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

Gainsight CS helps us in many ways in our work life. One specfic problem that Gainsight addresses for us is to track all our customers and products sentiments on a single platform. Previously all our executive & account teams used to work on their clients and it was very difficult for them to track on all the products usage and sentiment. It's a huge win for us in bringing different teams on single platform and engage them in using GS analytics from cutting those heavy and multiple Excel sheets.

What do you like best about the product?

Gainsight gives me the data I need to help my customers make informed decisions about the adoption and use of our solution.

What do you dislike about the product?

The only downside is that some changes/updates aren't reflected immediately.

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

Gainsight is giving me data about what areas of our product customers are using, and how well (or not) they're using it. With this information, we're able to put together adoption playbooks that customers can use to make decisions to improve their adoption.