Customer love for Gainsight

What do you like best about the product?

Gainsight is a comprehensive that my team is using to help manage our customer lifecycle daily. The best features that I use daily are the dashboards and CTA Cockpit where I can get a clear workflow of actions and attention needed for my clients. From these entry points I can dive into specific success paths with milestone tracking, activity tracking, and risk management. Gainsight makes visibility of customer health and engagement easy and accessible. I can tag in colleagues and see their progress on requests and easily engage my customer along the way.

What do you dislike about the product?

The least helpful thing about Gainsight right now is the lack of maturity/adoption at my place of business. We still have different teams using disparate systems and so sometimes things that I expect to be in Gainsight still have to jump back to Salesforce or other software in use around the business.

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

Gainsight CS is helping me to address the problems of strategic planning, roadmaps, milestone management, and lifecycle tracking. Through gainsight I can see contract renewal/end dates at a glance, track calls to action that are generated manually based on needs of my client or by my leadership team based on triggers they set (such as a marketing campaign or high-awareness activity). It's intuitive, thorough, and functional.

What do you like best about the product?

Gainsight has given us a way to focus on the CS way of working in a more intentional light. Task management, intelligent reporting, and automation are all things that we've needed for a long time at our org, and we are super grateful to have such a handy tool to reinforce our way of working.

What do you dislike about the product?

Like any product, enablement and engagement is key to its use. If you roll out features but internally don't have a set process of how to reinforce product enhancements, ways of working, or changes, it can fall flatter than you intend. That's not a reflection on the product so much as a SaaS best practice. Specific to Gainsight, I do find that some items aren't documented super well in the Knowledge Base (or at all) that you often have to find a way of working around. Bugs show up in some strange places, too. But all in all, still happy with the product they have in place.

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

Gainsight allows us to bring multiple data sources together in one place to see a bigger picture of the customer story. It allows us to intelligently surface the actions of the customer, translate that through the lens of our CS values, and give specific action points and next steps to our org in order to scale efficiently.

What do you like best about the product?

- Ability to transform and create new datasets which can be used for comprehensive reporting, trigger proactive calls to action - Very configurable / customizable platform - Comprehensive 1:M email campaign and program automation that allows you to fully run a pool model / digitial segmentz - Interopability with othere platforms such as SFDC, Hubspot, JIRA, Zendesk (to name a few) - Seamless intregration with SFDC; can directly access Gainsight via an SFDC iFrame - Amazing team. CSMs, Technical Account Managers and consultants are insanely knowledgable and can make some of your craziest, innovative ideas come true! - Rules Engine is phenomenal! Allows you to be as comprehensive or as basic as you want with your calls to action or data management. - C360 is very customizable, can create different views for different teams/segments - much easier to navigate customer insights than other CS Platforms, and SFDC. - Phenomenal health score framework - you can really get robust and easily have a data-driven health score

What do you dislike about the product?

- Not a dislike, but a best pratice for new customers/prospects: Gainsight def requires an Admin/Ops team. Do yourself a favor, but away your ego and do not let non-ops people administer the platform. They do not have the right skill sets and will potential ruin the experience for the organization - There are some random limitations that always catches you off-guard, but usually you can find a workaround - Although they are alwasys innovating, there are some some admin configs that are somewhat time-consuming / clunky for the admins, but not the end of the world - Reporting / Dashboards are good - but hard to compete with a Tableau/BI sofrware; but intergrates very well with Tableau!

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

CSM Efficiency: Automation, easy access to customer insights and proactive workflows that takes a lot of mundane tasks out of the CSMs hands; allowing them to spend more time with actions that drive value to customers

What do you like best about the product?

Appreciate the support the Gainsight team provides as we adopt the platform - excellent partnership and experience with their CS team. Gainsight's Dashboard & Scorecard functionality allows us to gather insight about the health of our business and share insights across the larger ecosystem. That insight allows us to make informed decisions with where we invest our time and resources as we strive improve CSAT and ROI. CTAs and Success Plans give my team templated guidance around accounts activities they use - we're looking at building these out to be external tools used to further engage and provide visibility of milestones with our customers. It's an easy to use software that helps our CSMs centralize and organize their thoughts with their broader internal and external teams.

What do you dislike about the product?

Would like to see more OOTB solutions standardized for enterprise businesses. Without a dedicated Ops team, we've struggled to fully realize the potential of the tool that we know is there.

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

Gainsight provides me and my team mechanisms to ensure we're driving the right activities within our customer base to drive adoption and value realization with our solutions. The potential automation, integrations, and digital touch opportunities the tool drives is immense. As we look to scale Customer Success across our customer-base, Gainsight will give us a mechanism to realize that scale.

What do you like best about the product?

- Centralized Data on all our customer - View on my personal portfolio of customer. - Follow my tasks (Call to action) - Have personnalized dashboards and insight on our Customer base. - Being able to communicate between GainSight and other tools like Slack, Google Agenda / Gmail, Hubspot.

What do you dislike about the product?

- Need of understanding for the links between client page ; his tasks ; the link beetwen specific information that are not actualize/synchronize fast enought or at all.(ex : Postponed meetings linked in my Dashboard) - Main pain : difficulty to view and write/type with different text fond etc into the Timeline tab. The square for an event is pretty small.

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

Following precisly our customer, centralize and communicate on client date between our different teams. Have insight on our custumer. It helps us sharing information and achieve client success - good following.

What do you like best about the product?

* CSMs really walk their talk and openly share their practices as live examples of best practice CS and Gainsight usage * Very powerful and flexible with custom fields and report/data designer functionality (at least for very basic transformations) * Good recent functionality released and decent roadmap/momentum in smoothing off more rough edges

What do you dislike about the product?

* Limited control of colour palette to customise report colours (i.e. based on brand alignment or sentiment) * Inability to connect to/from Azure instead of S3 only * Not yet up to par as a BI solution, so it needs to integrate better. E.g., Needs a Power BI connector & data designer to offer a SQL mode (the no/low-code UI is often slow, unintuitive, and frustrating for specialist tasks) * Support is sometimes excellent and sometimes slow and difficult regarding back/forth understanding of issues

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

* Tracking CSM activity and effectiveness. * Measuring and monitoring customer health through lenses of stakeholder & product engagement and customer feedback & support sentiment. * Surveying CSAT. * Consistency of CS practice through prescriptive playbooks. * Capturing customer goals and success plans. * Comms execution Incl. ad hoc email sends.

What do you like best about the product?

I live in the Gainsight Cockpit. I start and end my day there, tracking deliverables and reporting on critical customer engagements, while also collaborating within the broader organization.

What do you dislike about the product?

The only downside is the barrier to adoption within a large organization. If 20% use it, it is hard to see the true value and power of Gainsight.

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

Tracking and reporting on account related risk, providing visibility to the larger organization.

What do you like best about the product?

Tracking customer sentiment within Customer Success, sharing that information across our GTM teams, and the flexibility that Journey Orchestration provides us to nurture customers through their adoption of the Buildertrend platform.

What do you dislike about the product?

I don't have many dislikes about using Gasinsight CS. Perhaps being sure that internally, we have the right level of capacity across our organization to successfully build, enhance, and optiize the offering. This has less to do with the product functionality, and more with planning and cycles needed to get the most value out of the deployment.

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

Customer sentiment tracking and overall management of this process. Gainsight has made it so much simpler to administer this space. The use of customer sentiment across our Sales, Marketing, Customer Success, Product, and Operations teams has dramatically increased since our adoption of Gainsight as our CS platform of choice to support our rapidly-growing customer base.

What do you like best about the product?

Gainsight CS provides an intuitive central place to understand everything that is going on with customers. From health, to usage, to renewal and expansion opportunities, Gainsight CS ensures that customer experience and customer success are our greatest differentiators. Gainsight the company is always innovating and investing in their passionate community.

What do you dislike about the product?

I have a lot of features on my wish list that I hope Gainsight gets to at some point -- however none of them are showstoppers, and Gainsight is a nimble and rapidly evolving company.

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

We use Gainsight to keep track of customer information details, health, usage, communications, people assignment, success plans, and tasks -- all in service of driving better experiences for customers, a higher percentage of customers achieving full value realization, and maximizing net dollar retention (retention and expansion).

What do you like best about the product?

Gainsight make it easy to show snapshots of customers. The data is shown in a digestable way for anyone to pick up the account and be up to date.

What do you dislike about the product?

My only negative comment is that it is not widely used enough!

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

Gainsight is helping our CSMs to understand all the different aspects of an account in one spot. This was not possible before Gainsight.

What do you like best about the product?

The dashboard is very interesting and makes it easy to monitor our performance. The view over the month and the following month makes it easy to track our progress.

What do you dislike about the product?

The cockpit can be very complicated to get to grips with, as there's a lot of information. Perhaps we should have more compartments so that we know better where we're going.

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

This gives us a clear and detailed view of our customers. To have all the relevant information for us to ensure effective follow-up of the customer relationship

What do you like best about the product?

I recently started using Skilljar and I am blown away by how easy it is to use! The platform is incredibly user-friendly and intuitive, making it a breeze to navigate and customize. If don't have much experience with HTML or CSS, no worries! Skilljar provides pre-made code snippets that you can easily plug in to customize your platform. But what really sets Skilljar apart is their amazing customer service. Whenever I've had a question or issue, their support team has been quick to respond and incredibly helpful. It's clear that they truly care about their customers and are dedicated to providing the best possible experience. Overall, I highly recommend Skilljar to anyone looking for a powerful, easy-to-use LMS with top-notch customer support.

What do you dislike about the product?

I recently used Skilljar and while I found it to be a useful platform for e-learning, I was disappointed with the lack of SCORM analytics. Specifically, I wish there was more visibility into user interaction within each SCORM file. With more analytics, I believe Skilljar would be even more valuable for tracking learner progress and improving course content.

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

Skilljar Customer Education Platform is helping us improve completion rates by providing a user-friendly and engaging learning experience. This platform solves several problems related to customer education, such as difficulty in tracking progress, lack of engagement, and limited course accessibility. With Skilljar, we can easily monitor our learners' progress, create interactive content, and offer flexible course options that cater to different learning styles. By using this platform, we have seen a significant increase in completion rates. Overall, Skilljar has been a valuable tool for us in delivering effective and efficient customer education.

What do you like best about the product?

The first impresssion gives a reflection of it being a simple, precise, easy to use tool. Easy to understand and easy to use its interface. Easy to search for things and tasks we are looking for.

What do you dislike about the product?

For couple of things or tasks to get completed, we have to look a bit more deeper into tasks and seacrh a bit more on it, specailly the DETAILS option in CTA's, that can be made more visible.

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

It is giving most of the insights needed which are required for a customer success professional. All the parameters used provides us a very clear picture of customer account and how good their relationship with the our organization.

What do you like best about the product?

Having most of my accounts' information ready in just 1-2 clicks, with easy ways to record new information and identify which accounts need help.

What do you dislike about the product?

The system is VERY robust and has a lot of depth. This comes with necessary complication if you're doing something new, like creating a new report can only be done by an admin. The amount of information that does NOT flow from Salesforce to Gainsight is frustrating, but that might be a user issue.

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

Tracking all of my accounts' data, actions, use trends, and keeping me on task with the CTA's.

What do you like best about the product?

Skilljar has been great with the customization of branding and messaging, more robust analytics than our previous platform, we've been able to build out SSO and love the opportunity to monetize in the future.

What do you dislike about the product?

Majority of the reports are stock and cannot be manipulated, aside from drilling down into specific date ranges and group or domain analytics. I'd love to be able to add/remove columns in-app.

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

Skilljar is helping solve the problem of delivering a more robust set of self-paced training offerings so that our onboarding team can focus more on the technical aspects of customer implementations, and our CSMs can partner with clients on strategy, rather than doing ad hoc training.

What do you like best about the product?

I love the Token Based SSO and how seamless it is for our end users to login to our academy. We came from a previous LMS that didn't offer this, making it a poor user experience, so we are extremely thankful that Skilljar was able to support us on this front.

What do you dislike about the product?

Haven't experienced anything that I dislike yet! We are freshly out of Implementation.

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

Providing our customers who are newly implementing our product, with a self service academy that allows them to consume courses on their time. We will also be utilizing federated search within ZenDesk, which will allow our customers to sdearch for a particular topic, and LMS coures relevant to their search will populate, which will hopefully cut down support response time or the need for a customer to even talk to our support team, because they have found the answer so quickly.

What do you like best about the product?

The most helpful components of Gainsight are the centralization of customer data into the C360, the flexible reporting/dashboarding, and the sophisticated Journey Orchestration capabilities. The JO Module allows you to build out complex journeys via email & in-app with scheduled sends & conditional logic. This has allowed us to build a digital-led CS motion augmented by human CSMs.

What do you dislike about the product?

Gainsight can be very complex to configure, it requires integrations with a number of data sources in order to be regarded as the "source of the truth" for CSMs. From a Journey Orchestrator standpoint, the UI/UX is not intuitive and takes quite some time to ramp up. We have experienced delays in email sends and a lack of visibility into email engagement data. A specific example recently where we were disappointed is that Gainsight rolled out the ability to log JO Emails to the Customer Timeline but failed to make that a reportable value on the Activity Timeline object.

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

Gainsight allows us to engage at scale via digital motions (namely email) which is very beneficial to our organization. It also allows us to create sophisticated health scores to identify risk in advance of renewal dates.

What do you like best about the product?

Ability to receive meaningful analytics.

What do you dislike about the product?

Nothing to report on at this time, the platform is great.

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

Allows our organization the ability to see what customers are learning, where they are having issues, and saves our internal teams time by doing so!

What do you like best about the product?

Playbooks and CTAs to easy managed and automates, with all renewals and costumer journeys in one click!

What do you dislike about the product?

Its hard to copy and paste, and the contacts sometimes are disfellowshipped

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

I can easily control revenue and health management associated with GS. I can easily and quickly access more than 40 thousand customers. Easy registration with playbook guides that follow tasks and processes. Ideal for enterprise companies

What do you like best about the product?

What I love most about Northpass is how video is integrated directly into the slide; we could play it there. Unlike with other platforms I tried before, whenever there is a video to play, it pops up another page, and sometimes access is restricted, and it causes a lot of delays. I somehow liked that there is a prerequisite course before I can take another one. This ensures that I have proper knowledge before taking a class.

What do you dislike about the product?

Everything about the platform is great! My feedback is maybe not for Northpass but for the administrator. I would love it if the data or information were updated. This way, we know what is the latest trend.

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

It helps us learn on our own but still in a fun interactive way. This is realized by inserting videos within the slides prepared in advance. The trainer does not need to be constantly talking. After each course, we go through more examples and some questions.

What do you like best about the product?

I have been using/administrating Northpass for our LMS for over 2 years. I have enjoyed being able to create the modules and continue to expand our knowledge base for our new clients. I appreciate the ease of use and documentation that supports how to get started.

What do you dislike about the product?

I wish it integrated to Salesforce for free but I know all companies can't make integration easy or free just a wish not a complaint.

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

Northpass is enabling my customers to use our product. It provides a self-service, at-pace product for my clients to onboard and understand our product. It also helps us enable security across our internal teams. We leverage a couple of courses internally to practice security for our organization.

What do you like best about the product?

I like how Northpass keeps us calibrated. This tool helps us provide more excellent knowledge by giving us the best quality tool for training reference within our organization. I also like how creative the creator can be when building the training for our company. Northpass also gives us the time it will take for us to finish one module.

What do you dislike about the product?

The thing I don't like about Norhpass is its gap and glitch in some modules. There are modules where the audio and video cannot be played; only the creator can access the audio. I also suggest giving us the option within the Northpass itself to zoom the content on the app. As per my experience, I don't have the opportunity to zoom the attached file with the slide; the only zoom option I have is within the computer's zooming option, which makes the page bold all at once.

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

Northpass helps our organization relay all the necessary details and gives us the most efficient time to train upskilled employees. Northpass is very helpful, especially with the self-thought type of people, as they have time to study the module silently.

What do you like best about the product?

Northpass is such a great idea when doing modules and trainings. You were able to monitor your progress and you will be required to finish the entire module before you move on to the next without skipping anything.

What do you dislike about the product?

I do not have anything to dislike about Northpass as it is a great application in doing trainings and reading modules. Our trainers have the capability to download videos that is a great help with our learning.

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

Northpass is a great application for training and modules as you get to monitor your progress and it is mandatory for you to finish the entire module from start to finish before moving on to the next chapter.

What do you like best about the product?

The fact that Northpass functions as a learning tool for us concierges is something I appreciate about it. It is easy to use, and you can easily search through all of the topics or issues.

What do you dislike about the product?

I have not encountered any issues while using Northpass, either on the website or in the application, since the first time I used it. I absolutely enjoy using Northpass for learning and studying.

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

The issue that Northpass resolved for our business is that it is a very simple platform with excellent support. For us concierges to flourish at our jobs, it is crucial that we educate ourselves.

What do you like best about the product?

What I enjoy about Northpass is that this program works as a learning application for us concierges. It is simple to use, and all of the subjects or topic s are simply searchable.

What do you dislike about the product?

From the first time that I used Northpass until now, I have not found any flaws in using this application or website. I really like using Northpass when it comes to studying and learning

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

The problem that Northpass solved in our company is that it is incredibly straight-forward platform with incredible support. It is important for us concierge to educate ourselves so that we can excel in our work.