What do you like best about the product?
Gainsight allows us to push information to our CS team in a way that will allow them to be proactive
What do you dislike about the product?
No inline editing which in turn adds a lot of click for a CSM which updating more than one account
What problems is the product solving and how is that benefiting you?
Creating a uniform success journey for the customer experience
What do you like best about the product?
This intuitive software provides easy navigate actions and stores important information about our customers. As we mature- gainsight capabilities mature with us.
What do you dislike about the product?
More standard capabilities to drive best practices and more efficient CSM interaction.
What problems is the product solving and how is that benefiting you?
Managing cats and playbooks for defined touchpoints. Reporting on interactions too.
What do you like best about the product?
I love that it streamlines my duties. Gainsight saves me so much time managing pipeline, analyzing the stages in a client's product journey, define areas of growth and opportunities of success.
What do you dislike about the product?
There really isn't much that I don't like about Gainsight!
What problems is the product solving and how is that benefiting you?
Defining what clients I have in each portion of the client journey.
What do you like best about the product?
Value story integration with Call to Action
What do you dislike about the product?
Timeline and the lack of integration to timeline in success planning. The auto generated contact integration with Salesforce. That may be an indication of not establishing discipline on key contact.
What problems is the product solving and how is that benefiting you?
Quantifying the customer engagement journey and adoption of product. Characterizing what's good and what needs improving in product.
What do you like best about the product?
Gainsight provides complete visibility to what my team is working on, where our customers are in their journey and any potential risks they may be facing. Before Gainsight, I struggled to find all of this information.
What do you dislike about the product?
Setup and configuration has taken a little longer than expected. While some of this is due to lack of resources on our end, more out of the box best practices could have helped.
What problems is the product solving and how is that benefiting you?
Gainsight provides us with the insight we need to understand how are customers are doing. The dashboards allow us to quickly see what accounts are at risk. It also provides our CSMs with a single tool for doing their job.
What do you like best about the product?
Relationship 360 gives me a quick snapshot of how my customer is doing
What do you dislike about the product?
BCC to timeline is not consistent at all
What problems is the product solving and how is that benefiting you?
Helps us predict how our customers are doing and if they will renew
What do you like best about the product?
I love the timeline feature and sentiment tracking
What do you dislike about the product?
The dashboards are a bit cumbersome and I could use additional support.
What problems is the product solving and how is that benefiting you?
Tracking success plans
What do you like best about the product?
The consolidation and easibility to translate my customers needs and perceived value
What do you dislike about the product?
I think my company can utilize more functionality from gainsight to make it easier on the CSM
What problems is the product solving and how is that benefiting you?
Consolidation
What do you like best about the product?
As a new customer to Gainsight, the customer experience has been great. Everything has been explained in clear and correct ways that allows all to understand.
What do you dislike about the product?
The upfront onboarding can be a bit more helpful for new admins and power users
What problems is the product solving and how is that benefiting you?
Finding and identifying customer health and renewal management
What do you like best about the product?
The platform helps you create different engaging activities; it innovates and creates new features every year .
What do you dislike about the product?
It takes very long to get a feature approved . We asked for one a year ago but it's not even in the process yet. We would like to see more development on this matter.
What problems is the product solving and how is that benefiting you?
Bringing the community together and centralizing data that can be easily accessed and proccessed.
What do you like best about the product?
it helps our csms to be able to have everything in one place and save so much time
What do you dislike about the product?
Sometimes reporting can be convoluted for new admin users
What problems is the product solving and how is that benefiting you?
This tool helps us consolidate our tech stack!
What do you like best about the product?
Gainsight is a very user-friendly system for Admins, CSM's or CS Managers but one of the many things I love about Gainsight CS is how easy the onboarding process was for a new Admin, I find it very easy to find the answer to any question I might have. The Gainsight support documentation is very thorough and helpful, the office hours they have available twice a week are great, and the webinars they have for new releases and product updates, or just asking our CSM and Support Analyst. They do a great job making sure we have everything at our disposal to be successful.
What do you dislike about the product?
I wish we had more freedom as Admins to create and edit as we please. For example not being able to edit the "Create Objective" page layout seems like something that we should be able to edit quickly but can't. Not able to have permissions on specific fields makes data permissions a little more complicated.
What problems is the product solving and how is that benefiting you?
Being able to track new risks for any size account as soon as we see them come up to help reduce any possibility of churn. It's very easy for risks to get unnoticed for even bigger accounts but with the scorecard, and timeline features it makes understanding who is at risk and why they are at risk much easier
What do you like best about the product?
Gainsight is a robust tool with a centralized location for logging our customer engagement data. We are now taking advantage of some of the automation features we hadn't before and getting additional value out of the platform. Everything from NPS to renewals comes through Gainsight now.
What do you dislike about the product?
Just like any enterprise platform, if you don't implement it properly, it won't be successful. The first implementation had been geared towards management reporting which CSMs saw little-to-no value in. We've since then re-architected to pipe as much data into a single place to make this more valuable for them. Always consult with your CSM to make sure you get the most out of your investment.
What problems is the product solving and how is that benefiting you?
The biggest problem is all the disparate sources CSMs have to go to in order to have a full picture of their customer's health. Over time, we have been addressing this by adding more and more data to Gainsight. The automation features are tremendously valuable for our SMB cohort, but less so for more high touch customers. CSMs in the high touch segment seem to be the biggest detractors of the product.
What do you like best about the product?
o Market leading in terms of features and functionality o Gainsight CS platform can do everything we needed it to do and more o Has allowed us to discover data trends and engage with customers in ways which wouldn't have been possible before o Gainsight PX platform can do most of what we need it to do o Experience with the implementation experience is top-notch o Good digital support resources and community o Positive experiences with the support team
What do you dislike about the product?
o PX platform requires some manual workarounds, sometimes feels inferior to CS o Implementation experience was comprehensive, but very waterfall. Would have been good to see some more iterative configuration
What problems is the product solving and how is that benefiting you?
Customer segmentation, journey mapping and scalable digital customer success Customer health scoring and problem identification
What do you like best about the product?
Excellent team support Usability and UX/UI Verified Outcomes Customer Segmention and Risk Management
What do you dislike about the product?
Playbooks are linked only to one CTA type. If there was a possibility for them to be linked to stages instead it would make for better navigation and adoption With companies moving to Digital CS - would be beneficial to get more features and functionality that cater to the 1: many relationship models without incorporating the PX model.
What problems is the product solving and how is that benefiting you?
Net Revenue Retention, Identify red flags and manage risks programatically, Account health predictors, Reporting, CSM admin time, success planning and improved customer success experience
What do you like best about the product?
You can do so much with Insided, which is great because it's important to provide updates to our customer community in a variety of ways.
What do you dislike about the product?
I would love some more emails or notifications on how to level up or best practices for taking your community to the next level. Top tips for using the platform
What problems is the product solving and how is that benefiting you?
We have a growing UK community in Clio and it's great to have them join in one place.
What do you like best about the product?
Good support, ease of use. Comprehensive capabilities of creating internal spaces for various groups, which helps us streamline groups&topics for our Community members.
What do you dislike about the product?
We are not truly happy with communication capabilities, especially since email templates for notifications are pretty limited. Would love to see more capabilities within roadmap/product feedback gathering.
What problems is the product solving and how is that benefiting you?
Insided, helped us create an common space for our Customers & Partners to interact with us, but what is equally important interact between each other and drive customer advocacy!
What do you like best about the product?
The insided platform is very intuitive and easy to use. They are continually making updates to the product; it is fully functional for all of my organization's online community needs. There are so many resources to find answers to questions about using the platform as well. This is so helpful not to have to rely on Support or the CSM to respond to every question.
What do you dislike about the product?
The implementation process was a bit rocky due to some nuances from our old Community platform. The implementation consultant was patient and fair throughout the process, making the challenging times more manageable.
What problems is the product solving and how is that benefiting you?
Advancing our customer's industry and product knowledge as well as providing networking opportunities and case deflection. This is saving the organizaiton money in the area of Support and marketing.
What do you like best about the product?
The platform is easy to use and the feature set is tailored to B2B businesses. inSided provides their own community as well, so it's easy to suggest new features or get help through their forums. The Support and Product teams are also amazing to work with.
What do you dislike about the product?
Some of the features are not fully fleshed out like you would expect. I think this is a result of inSided being a younger company and having to prioritize a lot of work as it grows. For example, some community modules have robust subscription and notification features, or features to filter or customize the page, while other community modules lack these same notification and filtering options. However, inSided does respond to idea submissions, and they are making steady improvements across the board with each passing quarter.
What problems is the product solving and how is that benefiting you?
inSided provides a platform to centralize our self-serve resources such as support, documentation, product feedback, events, product updates, etc. We use inSided to allow users to ask questions publicly so that a maximum number of other users benefit, and so that the answers are indexed by search engines. inSided also allows our users to connect with and learn from one another.
What do you like best about the product?
One of the best things about InSided is the community itself. I found huge benefit from the InSpired community that revolves around the InSided platform. Whenever I had a question, whether around the platform itself or around the business of community, there were people who were willing to take time out and help.
What do you dislike about the product?
One thing that I felt was missing was the ability to easily build and send an email newsletter to community users. We would manually collect some of the best content and promote to our user base, but the ability to quickly identify and aggregate content that ranked high based on our priorities or metrics would be hugely beneficial.
What problems is the product solving and how is that benefiting you?
When we purchased InSided, our goal was to become the #1 online destination for medical devices. The InSided community platform has helped us move much closer to that goal of connecting MedTech professionals and becoming a one-stop shop of MedTech resources.
What do you like best about the product?
The wealth of knowledge and willingness to offer help from account teams, technical teams and the community - there's so much knowledge around health scores and customer success ways of working and trends.
What do you dislike about the product?
The platform can be challenging to learn when inheriting it from someone else. The training is helpful but can be hard to translate to individual instances. There's a steep learning curve.
What problems is the product solving and how is that benefiting you?
We use it as our CRM one source of truth, bringing together various data sources to give CSMs one place to go for all they need. In the past, CSMs complained about needing to flip between platforms to get specific customer information. We also use it for tracking our customer health - this is integral to keeping in touch with potential churn (predicting churn to get ahead of it) and continuing to delight our advocates.
What do you like best about the product?
I have been using Gainsight CS (both SFDC and NXT versions) as end user for a couple of years and as administrator for 5 years, on a daily basis. I find invaluable its capability to give a broad, extensive and complete overview of the customer base status and health. The UI is clear, easy to understand and use. Automations on the active/proactive side are the best way to keep the team informed and ready to act in case of risk or opportunity spotting. As administrator, I've been able to tailor Gainsight CS to many stakeholder needs, from C-levels to CSMs, Sales, Support agents, Professional services, Partner managers, etc. Everyone benefits from one or more parts of it, often collaborating on the same items (ie. Success Plans) and has a wide overview on the full customer base. On the admin side, it has a certain level of complexity that helps to customize it for almost all the needs your company may have, but it's never too complicated to manage. I've successfully integrated data from other CRMs and company platforms, both natively using OOTB connectors and with some custom solutions. (ie. Zendesk, Jira, Canny, etc) The support team has often been helpful is solving issues promptly.
What do you dislike about the product?
You can't have the most out of it if you don't have a dedicated and well trained GS Administrator. You can still use it, but you'd lose a big part of its power and features. It would be better if it had a more customizable UI, to better highlight some extra specific fields.
What problems is the product solving and how is that benefiting you?
Our customer base is big and variegated in terms of revenue, localization and approach to our SaaS solution. Our way of working is fast and dynamic, so we require a platform easy to adapt, upgrade and revert whenever needed. Gainsight is now used by many departments beyond Customer Success, including Finance, Support, Marketing, Product, Partner Management, Solution Consulting, etc. as it can give a full overview of our customer base in a single place (C360) and allows every user to dig deeper in data simply using the dashboards. Gainsight is used on daily basis by CSMs, while is consulted monthly by mid- and upper-management. Journey Orchestrator email automation helps the Customer Success team to reach many customers at once (mainly the Digital segment) and Marketing/Event teams with mass communication or invitations to webinars and events.
What do you like best about the product?
The platform helps us scale and report. Our customer scoring system is powered by the solution and brings together renewals, support, engagement, and adoption data. We also leverage Gainsight intensively for our digital and scale CS activities.
What do you dislike about the product?
The platform data quality inherits from the data quality of other enterprise repositories. That sometimes leads us to difficult challenges to workaround poor data quality. The initial knowledge investment for admins was big but proved valuable.
What problems is the product solving and how is that benefiting you?
CustomerCustomer health scoring system. Customer adoption and engagement reporting (DEAR framework). Support for Digital/Scale activities. Customers out-reaches.
What do you like best about the product?
GS does four things exceptionally well: 1) Timeline entries - documenting and recording client interactions 2) Scorecard - defining and tracking client health 3) Journey Orchestrators - Communicating with clients 4) CTA's - To Do list for CSM's
What do you dislike about the product?
Very complex software with significant learning curve. Time investment is also quite substantial especially on the admin side. Admin needs a full UI overhaul but the functionality within the platform is solid.
What problems is the product solving and how is that benefiting you?
It helps us manage our client list in a way that allows us to mitigate risk and grow our business. Our CSM's work extensively in Gainsight and it allows them to manage their book of business effectively with all of the tools/functionality that exists.
What do you like best about the product?
Gainsight has helped me become a better Customer Success leader- both by developing robust platform features and continually improving their thought leadership content and events. As a 2nd time Gainsight owner, I remain excited to build more use cases on the platform. I have run mostly higher touch CS motions- utilizing features like Timeline, Success Planning, and CTA's and have appreciated the ability to measure the impact CSMs are having in accounts by measuring interactions and improvements in health measures. I have also used some of the automated Journey Orchestrator capabilities to run surveys and customer engagement at scale.
What do you dislike about the product?
Because the platform is so robust, you do need a skilled administrator to help get the most out of it. That said, most of our time is spent figuring out what we want to build, not how to build it in Gainsight. We sometimes run into technical hurdles, but Gainsight is always helpful at resolving them.
What problems is the product solving and how is that benefiting you?
Making the Customer Success program more prescriptive, measurable and repeatable. Engaging customers in a higher-scale model Measuring customer health and prompting action when needed