Customer love for Gainsight

What do you like best about the product?

I have been a Gainsight user for 8 years now and it has been a real game changer. It provides a centralised platform for your customer data, customer success dashboards, health scores, helps you build success plans, among other things, and help you turn your champions into advocates, and pay attention to your detractors with save plans and activities. Gainsight keeps adding new features: cheat sheets, AI... We have integrations between Gainsight and Slack, Outlook and Salesforce It is a leading and vital tool for our organisation!

What do you dislike about the product?

As a Manager, I was not able to have a 360 degree view about my CSMs' essential activities, and ended up using Googke sheets, and PowerBi.

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

Central customer repository. Integration with other tools. Getting dashboards and easily identify what I am looking for. Building Success Plans and account plans.

What do you like best about the product?

Wonderful customer support! Easy to get in touch with and always receptive to feedback.

What do you dislike about the product?

It was a bit of a learning curve at first but now the muscle memory has kicked in.

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

Skilljar is a great place to house our e-learning and recorded VILT.

What do you like best about the product?

I find the most helpful aspect of Skilljar is the ease of use. Creating engaging lessons that can be broken down into chunks of content is key for adult learning. I also appreciate the ability to create small assessments that can be embedded through each couurse. Sending out course links to our customers is easy.

What do you dislike about the product?

I wish that Skilljar had scorm capabilities built into the platform. My company doesn't hae the resources to purchase an additional platform, but having the ability to do that right in skiljar would be an option that my company would consider purchasing.

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

Skilljar is allowing us to create and deliver learning experiences for our customers. We can easily clone master courses that we can then deliver to hundreds of school districts throughout the US.

What do you like best about the product?

I like how intuitive it was to figure out. There is a bevvy of documentation for just about everything you could think of. For the concepts that are a bit more confusing, the support staff has been very attentive to our company needs. I use the platform very frequently and have become very familiar with the many features that are offered. I also want to point out that it was very easy to integrate our own services, such as single sign on, to create a seamless user experience. Implementation of our own CSS was very easy as well.

What do you dislike about the product?

The main thing I didn't like, from a developers perspective, was that there isn't much documentation on each individual page you may encounter when implementing your CSS and styling rules.

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

Yeah so we are a small company and we rely heavily on sales from customer education. With a team of five developers and 4 web applications (including our Skilljar LMS), we found Skilljar empowered us to do much more with a lot less resources. We use the platform to host course materials, manage student enrollments, track and monitor purchases, and the monetization of our courses.

What do you like best about the product?

I love how Gainsight Customer Success integrates seamlessly with my inbox, allowing me to efficiently log activities and access customer information, which is vital for my daily work. The software is intuitive and easy to use, which enhances my productivity. I am particularly impressed with the data graphs provided by the software; they are not only visually appealing but also highly functional, offering numerous possibilities for analysis. These graphs aid me in focusing on different call meetings and keeping me informed about the status of my customers, ultimately saving me time. Additionally, I appreciated the ease with which I learned to use the system through straightforward training, making the transition to using it smooth and hassle-free.

What do you dislike about the product?

I find that Gainsight Customer Success could have a better pipeline tool for checking cross-sells, much like what HubSpot offers. It’s difficult to track these activities visually, which makes this aspect less efficient and intuitive compared to other tools available.

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

I use Gainsight Customer Success to organize tasks, log activities, and check customer info. Its inbox sync saves time, and data graphs are great for analysis, focusing calls, and customer status awareness.

What do you like best about the product?

Creating own dashboards, creating reports based on what used most, easily to find how it is going with your customer

What do you dislike about the product?

It take a long time to understand all the functionalities within GainSight

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

Having one overview of your customers. Via multiple dashboards finding opportunities for cross-sells and upsells.

What do you like best about the product?

Intro to AI is pretty fascinating, very curious to learn more about it and try it out

What do you dislike about the product?

Sometimes the processing of bugs is too slow, also would be cool to evaluate the feature requests better

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

Srrrivng as a single source of truth

What do you like best about the product?

I love how everything ties back to what you're trying to achieve with the customer. It really challenges you to drive strategic outcomes.

What do you dislike about the product?

It's a platform where you get out what you put in. So be prepared for that.

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

Efficiency and effectiveness. It allows us to do more with less.

What do you like best about the product?

- intuitve UI/UX - great API docs - super easy to integrate with

What do you dislike about the product?

The only knock is that when our customers & partners complete a certification, the certificate they earn doesn't populate into the automatic LinkedIn post because LinkedIn doesn't support PDF files in posts - perhaps this is more of a knock on LinkedIn :-)

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

Educating our internal employees, partners, and customers. We have tons of great content and certification programs. Skilljar - in conjunction with our software - enables our customers and partners to really master their BillingPlaform skills. Users are guided through step-by-step instructions in Skilljar to build out use cases in our software; when users finish the module, they verify their work via a widget within our software which runs checks; when successfully completed, our software calls out into Skilljar to unlock subsequent modules. Skilljar was super easy to integrate with.

What do you like best about the product?

This is my daily go to platform. It's where I keep everything, from emails to to do's to Success Plans and meeting notes. For a CSM, Gainsight is the simplest and easiest way to do your job! With each new Gainsight Home update I can easily make changes and add new features. Gainsight is the tool I use and update daily. Being part of different internal UATs, the ease with which each change was implemented and the help we've been receiving from our designated Gainsight CSM has been a big plus! So, thank you!

What do you dislike about the product?

The only thing is that I wish I had is the ability to have all my tools in Gainsight, for easy viewing. Which obviously sometimes is not possible. Although the list of integration is extensive.

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

When you have a team of more than 150 CSMs, you need to make sure you everyone is following certain procedures and that the informations is clear and consistend across each Geo. Gainsight is helping us help our CSMs with the tools and plans they need. From Risk Mitigation plans to really easy to set up Success Plans, the tool has it all. Tracking Customer Health, milestones, CTAs and many more is crucial and Gainsight makes it all realidy available. So much that you dont even need to export your info and add it to different slides, it can be presented right from the platforms' dashboard section.

What do you like best about the product?

I like how actionable data from gainsight is. Example: I can look at my book of business and see which people I need to contract to help their business grow. Is what they are currently doing working for them? I can review data and make my recommendations based on what I see.

What do you dislike about the product?

Sometimes pulling data takes a lot of time or it can be confusing where I need to go to look for the information I need.

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

Gainsight lets me know when a promotion is expiring so I can reach back out to the partner to see if they would like to continue with whatever current promotion is running or if I see that the redemptions are low, I can make other recommendations.

What do you like best about the product?

Gainsight has a very intuitive way to track customer success and share with team members and leadership. The ability to have Success Plans that help track progress with a customer and upcoming actions makes it very easy to stay on top of your CS game. I love the interface that shows all of your updates for tasks, objectives, calls to action, communication to customer and other items in a single "timeline". its creat to help me support many customers with one tool for tracking. I use it daily. Without it, I dont know how I would do it.. multiple project schedule files, trying to save emails or something, no idea. The customer's that I support could be transitioned to another customer success manager and they would be able to pick up on the success plan and have all of the POCs, next tasks and objectives for the customer engagement. Gainsight ports over information from other tools, like Salesfoce, which makes it easy to have one interface for the information. It is very easy to use and I make updates daily to track customer interactions, status, customer sentiment, etc.

What do you dislike about the product?

I wish I had started using Gainsight CS sooner.

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

Gainsight offers a single interface for me to track activities with multiple customers. The data is imported from Salefore and helps me be efficient with one tool to track projects, customer sentiment, success plans, objectives and tasks as well as the more routine interactions like email, meetings, etc. Gainsight even alerts me with the built in dashboards to show what actions require my attention.

What do you like best about the product?

It's intuitive, it's coherent with the "Customer Success" mindset. User interface and it's integration with Salesforce are key for our business.

What do you dislike about the product?

GS could be pretty complex to learn, it has a steep learning curve due to its many features.

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

Predict and manage customer risk and visibility of the customer lifecycle. It helps share customer insights across the company.

What do you like best about the product?

Gainsight is an amazing tool, and it has been helpful with tracking my work with my overisght of cases and deployment reviews

What do you dislike about the product?

I would love to see more features with the product.

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

It is sending out customer feedback on our deployment reviews and allowing us.

What do you like best about the product?

As a customer success manager, I really love how I can manage my book of business seamlessly. I am able to update notes, make success plans, and keep everything in line with Gainsight CS.

What do you dislike about the product?

I would like a search function- kind of like "how do I..." it would make finding certain functions super easy

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

It solves the problem of having too much information not being organized. This makes my book of business seamless!

What do you like best about the product?

Gainsight has a great intuitive and easy user interface that makes it relatively easy to use the tool. The health score feature is one of Gainsight’s strongest assets. We could easily configure scoring based on custom metrics like product usage, support tickets, and survey responses. This provided valuable insights into which customers needed immediate attention, helping us to proactively reduce churn. CTA's are another great help in tracking the risk, activity and product usage. As a customer success manager, Gainsight is the tool that I use on daily basis.

What do you dislike about the product?

Gainsight’s performance can sometimes be slow when dealing with a large volume of customer data.

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

It is greatly benifiting by placing all the information at one place. that is very helpful. The dashboard is customizable, allowing us to display critical metrics like customer health scores, renewal opportunities, and NPS results in one place.This provides valuable insights into which customers needed immediate attention, helping us to proactively reduce churn.

What do you like best about the product?

Gainsight CS has allowed our business and Customer Success team to double down on the level of focus we put into our customers journey. Introducing a single pane of glass / window into our customers health, status and information has been beyond helpful in our overall success.

What do you dislike about the product?

Integrations between other software platforms can become a little labrious to manager.

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

Gainsight aggregates so much customer information for us. We use several software platforms to manage our business and Gainsight has helped us in gaining insight into our customers when we need it.

What do you like best about the product?

The insights that it provides are very useful and it's fairly easy to use.

What do you dislike about the product?

Training it to accurately gauge customer sentiment based on the information sources it ingests requires some careful monitoring to ensure manual corrections are made when incorrectly identified.

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

The platform has been very useful in aggregating various information sources to help provide a "single pane of glass" view of customer engagement and sentiment

What do you like best about the product?

Gainsight has really listened to its customer about what features have the greatest impact on the business and continued to drive improvement. The call-to-action functionality and using rules engine and journey orchestrator to trigger these is an important feature to drive scale in CSM. The scorecard let us quickly see a glance where we have challenges and opportnities, and is used extensive by our CSMs. Horizon Analytics has gotten much better and is incredibly useful to not only create dashboards easily, but for our CS Ops team to conduct research. The new enhancements to create better, more impactful emails to run our digital campaigns have been really great.

What do you dislike about the product?

Gainsight has it own preference center and there are no APIs available to integrate with our other tools which can make opt-in/opt-out more challenge. Gainsight does not have a strong connection to our Professional Services team's PSA out of the box.

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

Gainsight has helped our create a more structure CSM motion, improved success plans, improved managing adoption, and ultimately had a positive impact on risk mitigation. Our Gross Retention improved since we implemented GS.

What do you like best about the product?

I really like how the cockpit keeps me organized and when I set up CTA's for each client it allows me to give the customer the best follow up experience based upon set expectations. I really like the user interface and how user friendly it is. The dashboard is great to give you a snapshot of how you're servicing your clients.

What do you dislike about the product?

Sometimes there's a few too many clicks to get to what I want in the dashboard and product, but I understand why. Also, I would like if we could tie two CTA's products together. Sometimes I have two products for a customer and one might show late, as the other CTA has the main master notes.

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

The product is allowing me to keep up efficiently with each of my customers timely and allowing me the opportunity to provide them the best experience with their SaaS product. It helps keeps their renewals front of mind and I don't need to reply on my calendar and spreadsheets to keep me informed.

What do you like best about the product?

Reporting Timeline entry Email templates Dashboards Automation Ease of Use

What do you dislike about the product?

Cockpit isn't the best. I still use task management tool alongside Gainsight Not enough reminders to have a full to-do list from Gainsight

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

Clear dashboards on number of accounts, customer engagement, automation, book of business Timeline entry and ability to log calls The way it's set up full customised to my needs and company's needs

What do you like best about the product?

- It is coherent with the "Customer Success" mindset. - GS Support team is very helpful and quick; if necessary, tickets are escalated in a timely manner. - GS is flexible and adaptive to new technologies (ex. AI); its structure also leverages them to achieve scalability without losing quality. - Our assigned CSMs and partners are present and always willing to help. - Although the system is complex, there are plenty of guides and opportunities to learn how its parts work (GS University for instance). The GS team is available 2x during Office Hours to solve any questions/difficulties you may have - and Webinars are usually very helpful on best practices and guidelines.

What do you dislike about the product?

At the very beginning, it can get very overwhelming very quickly. However, the inline guides, GS University and Office Hours really help.

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

Scalability (ability to reach a large customer base through tech-touch); Analysis (ability to analyze a large amount of data); Company-based and CS mindset-based solutions - we can pick our own elements that impact the Health of a customer, for instance, while keeping the structure CS-oriented.

What do you like best about the product?

As an everyday user of Gainsight, it makes my role of a CSM so much easier. Gainsight has the ability to house all of the customer information needed to manage my book of business and take action. Between the automated CTA's and ease of integration with our other platforms, it has never been simpler to proactively manage a large book of business. As an administrator of the platform as well, I get great support from my Technical and overall CSM along with customer support. The admin training modules are easy to use as well and make customizing our team's Gainsight experience a breeze.

What do you dislike about the product?

The only dowside of using Gainsight as an administrator is the complexity of the system. There are so many ins and outs so having some support in training and execution of the customization is good to have. From a everyday user perspective, I do not see any downsides of using Gainsight.

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

Gainsight helps solve the problem of having too many systems and silos of storing customer information and data. The way we have set up Gainsight allows us to see all of our clients' individual attributes, open opportunites to close upsell deals, survey responses, meeting notes/ activities, and more. Gainsight has helped us consolidate information from many resources into one easy to use platform.

What do you like best about the product?

Gainsight makes it so easy to keep track of all things customers. From regular updates all the way to success plans. I'm sure there is even more things I have no idea about, but excited to learn!

What do you dislike about the product?

It can be a bit overwhelming with all the capabilities.

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

Keeping track of all the interactions with customers as well as success plans.

What do you like best about the product?

The most helpful thing I would say is the dashboard and customer 360 where I can see all of my accounts from a single pane of glass. It's easy to use and easy to access also simple to navigate right from the click of a home button.

What do you dislike about the product?

The filters feature on the my CTA's. Sometimes I can't see previous CTA's.

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

Gainsight CS helps me from a customer success & retention perspective, it allows me to live update my accounts and update accurate information as I get it on the scorecard.