What do you like best about the product?
I enjoy using Northpass because it makes it simple to design, oversee, and scale our educational initiatives as we see fit.
What do you dislike about the product?
None so far. I love everything about nortpass
What problems is the product solving and how is that benefiting you?
accessible, allowing users to choose from a variety of courses, learning routes, and certification programs and progress through them.
What do you like best about the product?
What i love about Northpass is that we can review or have a refresher on our courses in case we need to check specific courses.
What do you dislike about the product?
None so far. We find Northpass very useful.
What problems is the product solving and how is that benefiting you?
In case that we need to have a refresher on a certain topic. We just need to open Northpass and then we can review certain topics.
What do you like best about the product?
Ability to quickly access data for insights Ability to prove to CEO/Board through GS data the ROI of customer success Flexibility to implement and layer in functionality across the teams Building efficiencies across the teams Built and implemented a programmatic program across all regions Flexibility with integrations Gainsight Pulse is a valuable experience for myself and my team
What do you dislike about the product?
Would like more data analysis tools for executive reporting (c-level, board) Easier reporting capabilities - I don't like to rely on my team when I need something Flexibility for customer views for pages
What problems is the product solving and how is that benefiting you?
Gainsight is helping our teams prioritize and focus on our customers in a systematic approach. It is increasing the efficiency of the teams and allowing us to focus on value activities with our customer engagement.
What do you like best about the product?
Speedy platform. Seems like a lot of thought was put into it in order to cover lot of aspects as it relates to customer success. Other tools we have used are somewhat still in early stages and don't encompass the breadth available in gainsight.
What do you dislike about the product?
Our company is going through a transition so there is a lot of duplication taken place.
What problems is the product solving and how is that benefiting you?
Standardization of customer success across the board in thr organization.
What do you like best about the product?
Gainsight's Journey Orchestrator (JO) has been a vital tool in our digital customer success strategy. The query builder allows us to easily combine data points existing across various objects in our CRM into a single, usable participant list for digital cs outreaches. Gainsight has allowed us to operationalize our entire customer lifecycle across all CSM segments. Data Designer has also been a game changer for us. It leverages the same concept of combining data points in various areas into one object allowing enhanced reporting capabilities. After adjusting our NPS strategy to leverage Gainsight for NPS survey distribution, our survey response rate increased +500%! Gainsight has been excellent for external communication with customers, however, it's also serving as a valuable tool to create efficiency and productivity with internal outreach as well.
What do you dislike about the product?
The email builder could use some enhancements. We've adopted a plain text look to our digital customer success emails which have proved a better response rate. However, it would be great to have drag and drop functionality to create clean, formatted, newsletter style emails without designing in HTML/CSS, using a 3rd party tool to create content and export HTML/CSS, or outsourcing to Marketing. This functionality would enable us to send customer newsletters to drive traffic to the community, as well as internal voice of the customer newsletters. This would take Gainsight's JO to the next level!
What problems is the product solving and how is that benefiting you?
Gainsight allows us to scale customer success operations, enables our CSMs day-to-day, offers robust reporting, and more.
What do you like best about the product?
Staircase's ability to detect client risk/churn looks at a number of factors and helps me as a leader get flags raised earlier than I can see on my own. That early detection can help me roll out quicker intervention. It's also great to me to monitor not only my team's touchpoints with our clients, but other departments (sales/product) so I can make sure I have an understanding of the entire ecosystem of our organizations communicating.
What do you dislike about the product?
Occasionally negative sentiment is flagged incorrectly by AI, but it's very easy to adjust - and I'd rather be safe than sorry. Any historical issues I've had with the system has been addressed rather quickly by the Staircase team
What problems is the product solving and how is that benefiting you?
With the number of accounts and team members I have, Staircase is telling me when I need to pay closer attention to items I may not have a line of sight into. The AI detection around negative sentiment, poor client engagement, poor response times, etc. is something I'd have to do tremendous analysis and meetings to detect on my own.
What do you like best about the product?
I like the Gmail plug in to automatically log emails on my timeline as it saves time to not have to manually log these. Also the support team has been very responsive.
What do you dislike about the product?
I haven't found anything so far that I dislike. We've had a couple of small bugs in the setup but the support team responded quickly and got everything resolved.
What problems is the product solving and how is that benefiting you?
We needed a way to be able to track information for our customers that allows easier knowledge transfers to ensure no loss of progress in case of employment changes. Also needed a way for leaders to quickly get updates on accounts while in customer and/or executive internal meetings.
What do you like best about the product?
Gainsight has unlocked the potential of our Customer Success team! When we were previously limited by access to data and other tools, we were able to harness Gainsight instead! No access to data, boom load S3 files in daily from multiple environments! No centralized database, boom load data into custom Gainsight objects to combine! No single source of truth on our customers, boom api integration to Confluence to reestablish the CS team as the source of truth!
What do you dislike about the product?
As a Gainsight administrator, you learn to live in within the constraints and limitations of the application to do what you can for the team. This often means trying to solve a solution multiple times before finding one that works. Rules Engine not working out, try Data Designer. Simple JO Program not working out, try an Advanced JO Program.
What problems is the product solving and how is that benefiting you?
Gainsight enables disparate client data to be centralized and actionable for our team. Gainsight is becoming the go-to-solution across the company for storing and centralizing client data, which is a pretty cool change in mindset.
What do you like best about the product?
The CSMs and the people. They keep focus and stick with it through thick and thin.
What do you dislike about the product?
Learning curve for users and administrators
What problems is the product solving and how is that benefiting you?
Efficiency of our onboarding and customer success teams.
What do you like best about the product?
I love how easy it is to have gainsight be the central repository for all of our account related info! It's great to manage cadence calls, action items, and collaborate with others across Inter a teams
What do you dislike about the product?
Nothing that I can think of, our admins haven't said much about configuring
What problems is the product solving and how is that benefiting you?
A central repository for all account related info, task management and collaboration, and proactive reminders/notices for accounts
What do you like best about the product?
Gainsight's customizability is by far the best part of the platform. Specifically, its ability for admins to combine datasets for easier consumption of data by end users. You can really manipulate your data from several sources into whatever your team needs in order to understand CS insights.
What do you dislike about the product?
While it has made improvements, the tool can be challenging to administer for unfamiliar admins. To reach it's full potential it does require administrative and product knowledge expertise from a dedicated SME in the organization.
What problems is the product solving and how is that benefiting you?
Gainsight helps us have a clear understanding of our customer's post-sale journey. It combines customer data from various sources (Snowflake, Salesforce, Zendesk, Gong...) to provide a full picture of our customers. It also has an intelligent customer health score system for identifying risk and expansion opportunities.
What do you like best about the product?
Gainsight is very helpful for consolidating customer data in a single place; the Customer 360 view enables me to quickly get up to speed on an account and the dashboards allow me to view customer information in bulk. It is far more immersive than I've seen from competitors and easier to use than accessing information via Salesforce. The Cockpit is helpful for tracking playbooks in bulk; as a Scale CSM I have hundreds of customers and need an easy way to track action items, which Gainsight allows.
What do you dislike about the product?
The biggest downside I've seen is some of the operational lift required to send information downstream, specifically to Salesforce. That being said, this is still possible and is not a deal breaker. Fundamentally, the product does a great job and there's not much that I would say is missing.
What problems is the product solving and how is that benefiting you?
Gainsight is helping me track my active customer playbooks in a scalable way, while also allowing me to create templated and repeatable engagements to improve productivity. I also use it to track customer health via dashboards, take meeting notes, and create reports. All of these enable me to consolidate workflows so I don't have to jump between disparate systems, while also enabling me to better focus on which customers only require digital engagement versus those that require human intervention.
What do you like best about the product?
As a new community manager, I can say that the inSided platform is new user friendly. It did not take long to understand the platform from the front and back end.
What do you dislike about the product?
Still limited in certain functionalities when it comes to designing your pages. Also, would like to be able to share gamification like badge earnings to other socials once earned on the platform.
What problems is the product solving and how is that benefiting you?
We can easily connect with users and partners and have them act as advocates for our products through the community hub.
What do you like best about the product?
Our entire team is logging activities for every customer. Gainsight is our source of truth for all CS data.
What do you dislike about the product?
It can be cumbersome to set up. Required thoughtful planning.
What problems is the product solving and how is that benefiting you?
Health scoring & tracking of customer information
What do you like best about the product?
Insights into our merchants and trends to surface up
What do you dislike about the product?
Configuration can be cumbersome for one ops pwrson
What problems is the product solving and how is that benefiting you?
Analytics to surface up and consolidated information
What do you like best about the product?
It allows me to track my customers goals and the initiatives were working on toward their success. It keeps us all accountable and aligned.
What do you dislike about the product?
It would be nice if users could edit their view/dashboards more easily - like salesforce. Can be limiting in functionality.
What problems is the product solving and how is that benefiting you?
Early warning indicators Ensuring customers are seeing value Trends Product challenges CSM efficiencies
What do you like best about the product?
Having everything for the customer in one place. I don't have to chase a CSM to ask about a customer or prep for a customer meeting. We can be proactive with customers.
What do you dislike about the product?
Implementing Gainsight is a culture shift and requires change management. Realizing the value has been incremental as we got CSMs using it.
What problems is the product solving and how is that benefiting you?
Gainsight provides insight to the customer accounts and also by various segments. We are alerted about red accounts and can jump into action sooner. CSMs can manage their days and live in Gainsight.
What do you like best about the product?
Gainsight answers specific CS challenges and offers customizations for varied companies, data, and goals. The community is second to none.
What do you dislike about the product?
Support is not always great. There are some fabulous support people but it may take a while to get to the right one.
What problems is the product solving and how is that benefiting you?
Customer relationship nurturing. Automating repeatable tasks. Surveys. Health scores. Data synthesis, reporting, triggered emails and calls to action.
What do you like best about the product?
I like the ability to have my task and reports all in one easy to use platform.
What do you dislike about the product?
I wish that you could share task with customers easier. With choice of who is the owner you or the customer. with them being able to communicate via GS easier.
What problems is the product solving and how is that benefiting you?
Task managment
What do you like best about the product?
Very customer centric team, product built for service to solve customer challenges.
What do you dislike about the product?
Lack prescriptive guidance on tool best practices.
What problems is the product solving and how is that benefiting you?
Insights and consolidation of customer information. Quick to produce changes and rollout enhancements.
What do you like best about the product?
Gainsight gives our organization greater visibility and predictability into our customer's health and adoption metrics. I love the Call to Action feature that gives our Success Managers proactive tasks to help their customers achieve their desired outcomes.
What do you dislike about the product?
There are times when certain features will have a sporadic outage. It's never really widespread over the entire product but there are features that go out from time to time.
What problems is the product solving and how is that benefiting you?
Gainsight has helped our organization gain a peripheral view of our customer's activity without our Success team having to check daily manually. Gainsight has absolutely been the key to helping our organization achieve optimal efficiency along with being the catalyst to scale.
What do you like best about the product?
The amount of features it offers. There's so much to leverage to show important information about your customers.
What do you dislike about the product?
Certain features are quite technical for non technical users. Therefore sometimes it limits who can use the tool.
What problems is the product solving and how is that benefiting you?
It is our CSMs hub where they find all their customer information to drive engagement, collect emails, calls etc.
What do you like best about the product?
Flexibility, features and support (support team, CSM, technical CSM).
What do you dislike about the product?
Level of effort for newer admins to implement features. Support sometimes gives incomplete answers.
What problems is the product solving and how is that benefiting you?
Data consolation and presentation.
What do you like best about the product?
Gainsight gives our organization an easy ability to distribute communications, whether that be via Journey Orchestrator, PX (In-App), or Gainsight Assist. Using Gainsight as a means for digitizing our CS motion saves our Customer Success Managers time while ensuring our customers get what they need when they need it.
What do you dislike about the product?
While Journey Orchestrator simplifies bulk communications, it also could use improvement. Currently, you can only automatically remove a user from a multi-step email program if a link is clicked or an email is opened. I would like to see this include responses (i.e., automatically knock off a user if/when a response is received).
What problems is the product solving and how is that benefiting you?
Gainsight gives us visibility into the entire customer profile (including customer health, risk information, outcome tracking, etc.). Gainsight also keeps our CSMs organized by providing CTAs, dashboards, and reports, making it easy to track what they need to do within their book of business.
What do you like best about the product?
Gainsight has helped me keep tabs on all our cloud client's health metrics, touch points, and is an amazing capture management system. It also helps keep my team organized and helps with their time management.
What do you dislike about the product?
There are some issues with data accuracy and not having a great source of truth for some data points. Some other activities take a lot of clicks to get to an end result.
What problems is the product solving and how is that benefiting you?
Visibility into CSM touch points and client health. Also helps give us adoption metrics and summary views of client data all in one place. Dashboards have been great to analyze team usage and client issues.