What do you like best about the product?
I like the ease of transferring from one section of C360 to another.
What do you dislike about the product?
When they do larger scale updates it can be a bit harder to keep track of everything.
What problems is the product solving and how is that benefiting you?
Making it easy to track time spent with customers while also finding key data related to customers very efficiently.
What do you like best about the product?
Gainsight is an easy place (one-stop-shop) for all the things I need to document about my customer interactions for myself, my coworkers, and my leadership team. I love that the Gong video recordings are seemlessly integrated into the timeline so I know not only my manual updates are happening, but also that the live calls are noted for me. I check Gainsight every day to structure my process and outline the importance of each account. When it comes to supporting my customers, the different areas of analysis help me quickly find information to help me recall what is needed.
What do you dislike about the product?
I have a decent sized book of business and my leadership team requires a frequent update on each account. Going into each account's timeline to make un update takes time to load each page, make the update, save, and then load the next account. Being able to do this in one view would save me a lot of time.
What problems is the product solving and how is that benefiting you?
Gainsight is helping to have one consolidated space for CS knowlege, data, and historical information to live. The fact that it pushes to Salesforce allows my sales counterparts to easily see my notes so we can collaborate and allows leadership to see the customer journey in one spot from pre-sale to customer and beyond.
What do you like best about the product?
GainSight allowed our CS team was able to consolidate all of our information into one place which allowed us to implement some of the automations available. By utilizing the CTAs, playbooks and success plans our team is able to use GainSight to manage their daily tasks and allow them to take a more proactive appraoch with their customers, which in turn, results in graeter customer satisfaction and increased retention. Our CSM and technical account manager are fantastic and help us to use the available functionality to it's fullest. The integration with Salesforce was seamless and since we first implemented we have been able to integrate with several other platforms that the team uses.
What do you dislike about the product?
At first working with the Rules Engine was a little confusing. This is where our technical account manager was invaluable as he was able to walk us through it in more detail and ensure we understaood the full functionality.
What problems is the product solving and how is that benefiting you?
The number one problem it solved immediately was bringing all of our customer information to one location. Since we implemented we have been able to leverage automation through rules, CTAs, playbooks and Journey Orchestrator to make the CS team more efficient which allows us to expand our coverage to more accounts. The use of the scorecard has allowed the team to identify potential risk and they can then deploy playbooks or success plans to mitigate that risk.
What do you like best about the product?
Gainsight has helped us migrate our teams customer notes and interactions from a million different locations into one, keeping us organized and efficient. We've recently begun using the Journey Orchestrator which will help us roll out automation and efficiencies to our whole CS team. Our Gainsight CSM, Michael, is also the man - we love working with him.
What do you dislike about the product?
The only thing I would mention is that it does take a while to get everything set up and integrated, it's a very complex software which means it will take time.
What problems is the product solving and how is that benefiting you?
Organization and Automation - frees up time for our CSM's to do their job
What do you like best about the product?
Being able to engage with end users, to tailor this engagement using rules is a great advantage. I can also monitor usage and trends to quickly identify and even pre emt issues that may arise on my accounts
What do you dislike about the product?
Nothing, it is intuitinve and a lot of support on line and directly from Gainsight is provided if there is anything I am not sure of.
What problems is the product solving and how is that benefiting you?
Understanding the end user experience better. Getting feedback on our software. Monitoring usage activity. Giving users direct access to helpful content.
What do you like best about the product?
Gainsight is a big, robust tool and I've had a hard time finding anything it can't do for our team. Even with it being so robust - I've found it incredibly easy to learn & implement in a self-serve manner. Gainsight has great education material that has allowed me and my team to self serve information about the tool and implement features and functionalities that have been true game changers for our Customer Success and Implementation teams. You are truly only limited by your imagination - we've pretty much been able to implement anything we've wanted to implement for our teams. It's super fun, too :-)
What do you dislike about the product?
The only thing I would say is the amount of administration / upkeep required for it to not go stale. However, I also think this is a good problem to have. With a tool that is so critical for your business, you want to spend time grooming/iterating on what you've implemented to ensure it stays relevant. It's worth the investment.
What problems is the product solving and how is that benefiting you?
We had a TON of manual tasks as far as customer outreach & fragmented systems for customer data. We've used Gainsight to automate customer outreaches using Journey Orchestrator - which has allowed for our Customer Success and Implementation teams to have more bandwidth to spend time with customers and engage in more value added tasks. We've also used Gainsights Connector & Events API functionality to connect disperate systems where we have customer data. We used Connectors to pull in Sales/Revenue data from Salesforce and to pull in Customer Support data from Zendesk. We used the Events API to connect our internal administration system to Gainsight and this has been incredible. We now have a unified system (Gainsight) with a full picture of our customer data. We're not perfect here but we're constantly refining and finding ways to paint a more full picture of our customers in Gainsight.
What do you like best about the product?
Summarize the overall picture for me so I can plan ahead/prepare for my coming calls,
What do you dislike about the product?
There are a few false positives that appear in my customer data.
What problems is the product solving and how is that benefiting you?
I am working with many tools (CRM, CSM and emails) and we need to analyze/coordinate the data into one place.
What do you like best about the product?
Scorecards, R360's, dashboard reports of team activities
What do you dislike about the product?
Salesforce connectivity issues, mixing report types
What problems is the product solving and how is that benefiting you?
Gainsight helps us proactively engage clients to mitigate risk, identify opportunities to nurture customers back to health, and eleviate any escalations.
What do you like best about the product?
The level of insight into customer health and adoption has been paramount to my individual success - I hear the same across my team!
What do you dislike about the product?
CTAs are not the most customizable for end users but our support team helps with all asks and have worked closely with us
What problems is the product solving and how is that benefiting you?
All levels of insight into customer health, usage and the right data at the right time.
What do you like best about the product?
I love that Gainsight is one place that I can go to get any information I need about my book of business, my own performance, any upcoming tasks and much more. It's very easy to navigate and helps me to stay organized and informed.
What do you dislike about the product?
I don't like the recent update that moved the left side vertical menu to the top as a horizontal scroll. Scrolling horizontally doesn't work with the mouse so I have to click the button to scroll to the next section and it just doesn't seem as efficient or intuitive as the vertical scroll.
What problems is the product solving and how is that benefiting you?
Gainsight allows me to track all outreach and correspondence with my book of business in a very efficient way. Outside of that, the CTAs are a great tool to help me stay organized and engaged with my accounts.
What do you like best about the product?
I like being able to see all of my clients in one centralized location. It makes it much easier to stay organized and efficiently manage my workload throughout the day. I especially appreciate being able to quickly view each client’s health status and access all of their important information at my fingertips. Having everything readily available helps streamline communication, improves follow-up, and allows me to provide better overall support and service to my clients.
What do you dislike about the product?
I think more collaboration built into the tool could be helpful.
What problems is the product solving and how is that benefiting you?
It gives me a overview of my clients so I can proactively engage and make sure they are all healthy.
What do you like best about the product?
As a Customer Success Manager, Gainsight makes my job easier. It's super easy to use and has all of the features I need to do my job. I use Gainsight every day - it's my go-to. I log in to check my CTA's and I'm in it frequently through the day because it's integrated beauitfully with our instance of Salesforce, but it's organized much better making it easier to find things which, in turns, makes it easier to support my clients.
What do you dislike about the product?
Gainsight tends to have frequent changes and it can be challenging to immediately know where things are. As someone that supports cloudbased software, I know I sound like one of my own customers when I say that! It usually takes a few hours or up to a day to get the grasp of things, so not completely terrible.
What problems is the product solving and how is that benefiting you?
Gainsight organizes things in a way that make it much, much easier to support my clients.
What do you like best about the product?
Helps keep me tuned into whats happening on my accounts
What do you dislike about the product?
The overall UI is not perfect but we see improvements all the time.
What problems is the product solving and how is that benefiting you?
Understanding my entire book of business at a glance.
What do you like best about the product?
Continues to be an organizational resource to provide customer insights for a wide range of teams outside of Customer Success. We have the ability to help tell the customer's story for Product teams, Sales and Professional Services. Gainsight supports a holistic approach to customer success. The Gainsight community provides amazing support to learn and grow skills as an admin.
What do you dislike about the product?
Would be great to see some improvements to how admins can better support multi language email templates in Playbooks. It really is essential for saving time in a global organization.
What problems is the product solving and how is that benefiting you?
Gainsight helps with the foundation of scaling CS in a global organization. The other core benefit that Gainsight CS helps solve for is being able to take a proactive approach to CS.
What do you like best about the product?
At our company, Gainsight CS is a huge part of how our Customer Success team manages their book of business, tracks customer health, and stays proactive with engagement. But outside of that traditional CSM activity, I’ve personally used Gainsight to build out the foundation of our Digital Engagement strategy and Contact Hygiene initiatives. On the Digital side, Gainsight helps us automate usage-based engagements, making sure customers get the right resources at the right time based on how they’re actually using our product. This has been key in scaling Customer Success beyond just 1:1 interactions and helping customers become more self-sufficient. For Contact Hygiene, Gainsight makes it way easier to keep our customer data clean and up to date. That might not sound exciting, but it’s critical—if our data is messy, our outreach isn’t effective. Keeping accurate records means we’re reaching the right people with the right messaging, which makes everything we do more impactful. Overall, Gainsight has been a game-changer in how we approach Digital CS, and we’re continuing to expand how we use it to drive automation and efficiency.
What do you dislike about the product?
Appending data rather than overwriting data can be a difficult process - would like to see this feature built out more!
What problems is the product solving and how is that benefiting you?
I use Gainsight CS to power our Digital Customer Success strategy, leveraging automation and data to engage customers at scale. From usage-based email journeys to in-app messaging through PX, it helps us deliver the right resources at the right time, driving adoption and retention. Plus, it keeps our customer data clean and organized, ensuring we reach the right people with the right message. It’s an essential tool for scaling CS without losing the personal touch.
What do you like best about the product?
Gainsight has a great amount of functionality (Rules, JO, Data Designer, etc.) wrapped in an interface that is sleek and intuitive. Whenever I am working with my CS team to scope and design projects I already have an idea in my mind of how I will build it using Gainsight best practices. When I have to learn something new, the documentation and design is well thought out for people of all skills and backgrounds.
What do you dislike about the product?
Gainsight's reporting capabilities could be stronger when it comes to calculated fields and percentage to goal formulas. Right now the inventory of formulas in Report Builder and having to build more custom calculations in data designer is less than ideal.
What problems is the product solving and how is that benefiting you?
Automated customer outreach, dynamic Risk and Value Management frameworks, quarterly business reviews, churn based Customer Success Health Score, and much more! The system has given us a way to scale our CS org tremendously over the past year and a half.
What do you like best about the product?
Being able to have all the information from our customers centralized in one place that we consider our source of truth. Reports and Dashboards to make decisions based on performance. Product Usage information to analyze trends, Customer Journey Milestones allowing a clear visualization of the most relevant activities of our customer. Health Score scorecard for risk management. Being able to share SPs with Customers and last but not least Program Automatization for Tech Touch.
What do you dislike about the product?
Rules Engine not working as expected, JO Programs not being delivered to your targetted audience, limitations in the design of the communications you deliver plus not being able to attach videos or GIFs that are too heavy.
What problems is the product solving and how is that benefiting you?
Risk Mitigation through alerts in the Customer Journey. Being able to connect with customers through tech touch by JO programs. Reports and Dashboards on important metrics like HS and NPS.
What do you like best about the product?
I find the flexibility and dashboard control most helpful to finding the information I need in Gainsight.
What do you dislike about the product?
It is dependent on a strong administrator.
What problems is the product solving and how is that benefiting you?
Gainsight helps provide visibility into customer health and organizes our action items. This leads to cleaner reporting and insights into what the customers need.
What do you like best about the product?
Our purchase of Gainsight not only gave us a great Customer Success platform it also gave us a team of resources to help us solution to our needs. From professional services that helped us perform a CRM to CRM migration, to consulting services to help us think more deeply about our customer success offerings, to development assistance on more complex technical needs. Dozens of people in community, or directly from Gainsight, have joined us along our own journey.
What do you dislike about the product?
The cost of the platform is purchased at a premium. We'd like to get Gainsight in the hands of more cross functional teams. The extra cost to make Gainsight more accessible keeps the platform among our core user base.
What problems is the product solving and how is that benefiting you?
We have information about our customers in multiple platforms. Gainsight is being configured to act as a single source of truth by consolidating customer insights into a single location; and we continue to expand those insights as we develop the platform. One of our favorite features is the Customer Journey widget which visualizes interactions and updates about a customer across a timeline. All together creates a more complete customer record.
What do you like best about the product?
Since implementing Gainsight, our CX organization has really benefited from the Customer 360 view showcasing relevant customer information in an easily digestable format. This has helped our customer success managers make informed decisions around the health and sustainability of our customers, leading to more impactful engagements.
What do you dislike about the product?
Without a dedicated system admin, you could find yourself consistenly going in circles trying to figure out how to leverage and iterate on the tool. There is value in the training offerings by GS, but with the current economic climate you could find yourself struggling to see the full value if you don't have a dedicated resource within your company. Moral of the story, invest in a dedicate and certified system admin!
What problems is the product solving and how is that benefiting you?
Gainsight is solving by allowing the CX organization to have an impactful tool to document and leverage for customer engagements, that integrates with SFDC and provides cross-functional partners insight into customer health, advocacy and retention efforts.
What do you like best about the product?
Clean interface with excellent integrative level with SalesForce for best data insights. Offers a fair bit of customisation ability.
What do you dislike about the product?
The loading speed is not too great, lack of options for bulk actions.
What problems is the product solving and how is that benefiting you?
The system helps us to keep track of our project and link all updates, activities centrally for whole team access and reporting.
What do you like best about the product?
There is a lot that I love about Gainsight CS, but below highlights the key wins we have had to support our scale efforts: 1. Hub of Customer information to support CSM's (note taking, centralized place for customer details etc) and our ability to report / see this consistantly. 2. Ability to send emails to our Customers on behalf of our CSM's to support our scale efforts 3. Customer Health Score. 4. Dashboards that give Leaders the ability to see what is happening with our Customers at any time.
What do you dislike about the product?
Some feature limitations: email analytics
What problems is the product solving and how is that benefiting you?
Below highlights the key wins we have had to support our scale efforts: 1. Hub of Customer information to support CSM's (note taking, centralized place for customer details etc) and our ability to report / see this consistantly. 2. Ability to send emails to our Customers on behalf of our CSM's to support our scale efforts 3. Customer Health Score. 4. Dashboards that give Leaders the ability to see what is happening with our Customers at any time.
What do you like best about the product?
Gainsight is a one stop shop tool for Customer Success where it helps to run theri book of business. It's powerfull tool where we can bring the data from multiple sources to have it as one stop shop for Customer Success. There are so many features that helps admin to configure the automation so that the CS can make most out of GS functionality as possible.
What do you dislike about the product?
The least helpful about GS is the email template editor. We would like to send well formatted email templates to our customer however we have been facing some issues with template editor where the level of farmat differnece between outlook in PC vs Mac. GS has to improve this functionality so that our customers wouldn't be wired about reading our automated emails. Other than that Gainsight is a great tool and they have been improving a lot and its great to use Gainsight on a daily basis.
What problems is the product solving and how is that benefiting you?
Gainsight CS is solving most of our problems and being very productive and responsible. They're reachable and willing to listen/help any issues. Always welcomed out input and feedback. It has been great experience with Gainsight CS.
What do you like best about the product?
Powerful data anlyatics tool. Can bridge multiplate data sets. The Scorecard features. Amazing staff and support team. Ability to tell the customer story from start to finish. Always updating and providing process improvements.
What do you dislike about the product?
Being a Gainsight admin will take awhile to really beging to make sense to new admins. It's a learn by doing tool, so you have to remind yourself that your first year or so will be mostly filled with concepts and failed executions. However, once you get a firm grasp on concepts and features, that goes away pretty quickly.
What problems is the product solving and how is that benefiting you?
Gainsight CS solves the problem of "How do you become a proactive Success team that uses data to help guide the user experience?" With the ability to leverage data from almost anywhere, it has shaped the customer narrative in a way that allows us to provide better service than ever before.
What do you like best about the product?
I'm actually not sure how CS teams survive without Gainsight. I've used it with two companies and as a CS leader, I can't imagine life without Gainsight. In fact, while interviewing I asked about CS platforms to make sure that my new team was utilizing Gainsight. I could write a book about everything I love. A few of the chapters would be: 1. Dashboards - The ability to customize dashboards for specific roles, teams, and initiatives is really important. CSMs, AMs, Implementation teams, Leaders (and more) each use different dashboards based on their roles and use case. This helps simplify the clutter and noise and allow teams to focus on what is most important to them. 2. Analytics and Reports - Reporting is a must. Many of my team members don't even fully use this to the capabilities but this is a big benefit. 3. Customer Details - Everything you could possibly need. I love the meeting/ note templates. CTAs and tasks. So much information, exactly where we need it. 4. Innovation - Gainsight product is constantly evolving. It has grown so much in the past few years and I feel really confident that anything that isn't 100% perfect will continue to evolve and improve with time. GS team is on the forefront of innovation and I trust they have some exciting things up their sleeve. 5. Scaling - As my team continues to scale, the GS product has become even more integral. We are leveraging many modules/resources in order to build a really cohesive and thoughtful digital and scaled program. 6. Customer Success Thought Leadership - Gainsight is more than a product. It is a community. It is an integral part of customer success. I've followed many of the leaders over the years and have learned so much about the evolving industry and best practices through the community they've built. Leaders like Nick Mehta and Tim Van Lew are surprisingly responsive and eager to hop on calls and discuss customer success challenges and collaborate. In customer success, the customer is at the center of everything we are building. At Gainsight, OUR customer's success is truly at the core of everything they have built. We couldn't do what we do without Gainsight.
What do you dislike about the product?
Gainsight is constantly evolving. As a result, I don't know what I don't know. My guess is that we aren't fully utlizing everything it has to offer because there is just so much. I do wish it had easier capabilities to help us accurately forecast and manage renewals. There are great work arounds and solutions today but those are areas where my team still suplements with spreadsheets.
What problems is the product solving and how is that benefiting you?
We are in the business of customer success. We need to have complete visibility into the health, product adoption, outcome attainment, and value delivery for our customers - as well as renewal, churn/risk tracking, and metric tracking for our team.