Customer love for Gainsight

What do you like best about the product?

I really love the timeline and how easy it is to capture notes (especially the zoom integration) for my team and to tag key internal stakeholders to ensure eveyrone is staying engaged on the account's success.

What do you dislike about the product?

Sometimes there are new features released that don't directly integrate or flow with other features we use (example: Customer Goals and Success Plans). Our Gainsight Admin shares feedback regulalry with the community and our CSM and it feels they do their best to incorporate the new ideas/feedback in future releases.

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

Gainsight helps us mitigate risk within our customers based on lagging indicators. We are looking at ways to drive more risk mitigation and proactive engagement based on leading indicators but much of that is due to our own internal systems vs. what Gainsight can do. It also helps to create visiblity for others within our organization on what is happening within our accounts.

What do you like best about the product?

Gainsight helps our CSMs better leverage data in their data to life and helps our executive team understand the picture of our customers. The data designer, rules engine, and report builder are some of the best tools I've had the pleasure of working with.

What do you dislike about the product?

The UI is a bit clunky, I would like to have more control over the data. If the data being fed in has duplicates, I would like the system to better help me understand that.

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

Gainsight is enabling our CSMs to better understand their clients, leverage our platform data in meaningful ways, and log their experiences with their clients so they can help better educate others on the team of best practices.

What do you like best about the product?

Since switching to Skilljar, we have received great feedback about the user experience. The ability to customize each domain's look and feel is excellent. It allows us to give employees, customers and partners a personalized experience based on the business relationship. Skilljar has made it easier for students to navigate the training offerings and, in turn, has lowered the number of support tickets students open when it comes to navigating, registering and completing training. Regarding creating and publishing courses, plans and paths are very easy to learn and understand. Having the many setting options allows us to create one course for all domains while still allowing us to have a specific setting for each domain! This is a great time saver for those courses we need to publish in all our domains! I also LOVE the training credit option! Using the promo codes did not work very smoothly for our business, no fault of Skilljar, so when the training credits went live, it was like angels came from the skies above and blessed me with extra time in my day! This drastically cut down the number of support tickets regarding promo codes not working for their desired courses. These tickets are practically non-existent now!

What do you dislike about the product?

I have found several pain points with the platform as an administrator. Reporting I have found that the lack of customized reporting has been the biggest issue for our Education and Training department. I would like to see the ability to customize my reports with any of the available data in Skilljar. I know this is in the works and should be an option soon. Student Event Cancellations In addition, I would love to see an option to opt-in to receiving student event cancellations. Occasionally, a student cancels their live event registration, and I have no idea until after I have invoiced them for the event. Avoiding unnecessary invoices would be fantastic! Removing Certifications Finally, we have had some issues with students obtaining certificates of completion they did not earn. I typically need to open a case to have the certificate removed; being able to do this myself would be great. Registration Deadlines We cannot lock registrations and often get students who can register after the event has started. Adding a registration deadline for all events would be very helpful.

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

Skilljar has allowed us to give our customers a great user experience that they did not have with our previous vendor. One of the most significant issues we had with our last vendor was the code validation which had to be done manually on our end and caused delays with registration confirmations and even with invoicing. This is no longer an issue with our business since Skilljar can quickly validate the promo codes and training credits with automated registration confirmations. Since switching to Skilljar, most of my daily tasks have become more manageable and less stressful!

What do you like best about the product?

Patrycja and Tracy were very friendly, professional, and responsive to our needs. Patrycja and Tracy communicated effectively and in a timely manner. They both made certain to fulfill all meeting requests as soon as possible. Any time clarity was needed, they stuck with us through discovery and we could help us resolve any issues that arose. They were patient, understanding, complimentary and a joy to work with. THANK YOU BOTH!

What do you dislike about the product?

In my experience thus far - there is nothing I "dislike about Northpass." Roughly two times I misunderstood a particular process - but Northpass was able to provide clarity.

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

We needed an LMS that was more user-friendly than our previous LMS - thus far, Northpass is providing that. Our customers will surely be more happy with a user-friendly LMS for their online certification and coursework.

What do you like best about the product?

Starting as a Beta partner and seeing where Staircase is today, there have been some major improvements to integration support and overall UI aesthetics and workflow! I am impressed! There is a lot to uncover within an account in this tool, which is especially beneficial for account team leads and above who are not as in the weeds with an account.

What do you dislike about the product?

As an employee at practioner level, this tool isn't quite as pertinent for my day-to-day. I am aware of client engagement, sentiment, and emails because I am the one on the front lines. Aside from this, I also don't find the radar map particularly helpful.

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

Staircase helps consolidate many components and touchpoints of a client account all in one place. It keeps the state of an account more transparent and is especially helpful for any internal re-orgs and account transitions - the new team has reliable detailed history to catch up to speed.

What do you like best about the product?

Gainsight is an impressive customer success management platform that offers several advanced features to help businesses achieve their customer-centric goals. The platform is designed with a user-friendly interface that simplifies the navigation process, thereby facilitating ease of use. The subscription tracking feature is a standout capability that enables businesses to keep a tab on their customer's usage patterns. This feature provides businesses with real-time data on how their customers are interacting with their product or service, empowering them to make data-driven decisions on subscription plans. Another notable feature is the timeline, which allows users to document and track customer interactions and activities over time. This feature is particularly useful in maintaining a comprehensive record of each customer's history, ensuring all team members are on the same page, and enabling businesses to personalize the customer experience. Gainsight's collaborative workspace is another feature that stands out, providing teams with a space to work together to improve customer outcomes. This workspace enables teams to share insights, collaborate on tasks, and track progress, making it an essential tool for businesses that prioritize customer success. Overall, Gainsight is a top-notch platform that offers a comprehensive suite of features designed to help businesses drive customer engagement and success. Its ease of use, subscription tracking, timeline feature, and collaboration capabilities make it an excellent choice for any team looking to enhance their customer-centric approach.

What do you dislike about the product?

The robust dashboard can be a bit overwhelming at times, but you do have the option to customize this as much as needed.

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

Gainsight allows me to track all account activities in once place and allows me to collaborate with other team members.

What do you like best about the product?

It has some great reporting tools and data visualization. It will help you understand your business specifically customer experience, language, and effort you should put in depending on sales, revenue share, etc

What do you dislike about the product?

It would be best that you have the option to customize the visuals instead of using only one graph type that is suitable to your needs, presentation, and analysis

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

Understanding customer feedback using certain rules and lexicon, the voice of the customer, and frequency of interaction

What do you like best about the product?

One of my favorite things about Northpass is that we are not limited in our growth. Other platforms are priced by learner, and Northpass realizes that the ability to train a larger number of people is key to successfully training software solutions. The interface is easy to navigate and fairly intuitive.

What do you dislike about the product?

I wish there was a way for reviewers to leave comments on an activity without modifying the activity itself. Without it, designers are left to search for what area requires modification. If there was a way to attach a "notebook" to each activity, that would be great!

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

We were finding it incredibly time-consuming to train customers live. In addition, any staff members brought in after training happened were left to watch a recording. This will allow us to educate not only customers today but also customers in the future. Additionally, we can make content change as our software evolves.

What do you like best about the product?

Northpass has at all times tried to rebuild the LMS exactly according to our ideas and requirements. In doing so, they worked on tricky solutions and provided them to us. They were always open to new ideas and detours to realize our wishes as best they could.

What do you dislike about the product?

The only problem was the structure for processing the changes we wanted. Relatively quickly, however, we then drew up a project plan including responsibilities and priorities. This made things run much easier

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

It helps us train our users and show them in a structured way how to prepare themselves

What do you like best about the product?

I really enjoy having all our questions in one area for our product. Our users have a voice when using our product. I appreciate the back end of the controls to look at everyone's profiles, badges and gamifications.

What do you dislike about the product?

I am looking forward to seeing some of the ideas become a part of what we, as users, can do with our platform.

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

It is giving our consumers a voice in our product and it is wonderful to see our users engaged with the product to give us the use cases. Additionally, they teach us something new each day too!

What do you like best about the product?

A huge factor in a customer-facing LMS is its professional services - Northpass's team is fantastic. They're quick to respond and incredibly helpful. Regarding the platform, NP has great integrations and Workato for everything else.

What do you dislike about the product?

Analytics could use some improvement; it would be nice to be able to pipe data out of NP a little easier. Also, I've noticed discrepancies in some of their reports.

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

It's reducing the friction of onboarding new customers by automating/providing self-service training. We're also using it for internal training and considering the possibility of prospect-facing content as well.

What do you like best about the product?

The community looks sleek and user-friendly. I can really tell when a company is using a best-in-class community vs the more dated versions. Customers can understand how to use it right away and it has all the levers you'd imagine to run a successful community (gamification, product requests, knowledge management, etc.)

What do you dislike about the product?

Overall, the customers are very happy with it so not much to dislike. If I had to pick something, I would like the product to come with more out-of-the-box assets. For example badges, awards to be given, etc.

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

Bringing all our users togethet to share and learn from one another. Maintain people up to date with our documentation and latest releases. Learn from our users on what they would like to see next and delight them.

What do you like best about the product?

I love the customization abilities on the platform and the endless integrations that allow us to gain quick visibility on what is going on in the community via a variety of channels and tools.

What do you dislike about the product?

I wish there were slightly more analytics capabilities when it comes to the InSided backend to better gage the engagement of our clients on the platform.

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

It is enabling our clients to gather on one platform in order to better understand our product, network with each other and find all of our content and upcoming events.

What do you like best about the product?

It's easy to use and doesn't add much overhead with other tools in our stack to stay in touch. Really happy with it.

What do you dislike about the product?

The product is reliable. I think a bit more advanced search functionality would be useful and deeper integration with Salesforce or Slack. But beyond that it's pretty solid.

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

Staying close to our customers, capturing ideas and potential for improvements in process or product.

What do you like best about the product?

Skilljar is committed to quality in everything they do. The Skilljar product is well-built and constantly improving. They take me seriously if they don't have a feature I need. I have seen one of my needed features be vetted, explored, and produced within in a matter of months from my request. I recognize that they can't do this for every need. Still, I bring this experience up to illustrate how much they value their customers by providing a highly functional, high quality product. Not to mention, their customer success and customer support agents are phenomenal to work with

What do you dislike about the product?

There are a lot of opportunities to learn about Skilljar product and I have to have a different login for each of them. It can be very confusing.

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

Learners are all unique, which makes building a customer education platform difficult. How do you reach every learner in the ways they need to learn? Skilljar provides a large variety of ways to provide eLearning experiences to our unique customers.

What do you like best about the product?

The Gainsight Digital Hub online community allows you to connect with other community managers and receive many tips and guidelines on implementing initiatives to help accomplish your community goals.

What do you dislike about the product?

Sometimes I dont receive notifications or updates when there are new events and I want to make sure I hear about all of them.

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

Any questions or problems that I have, I head to the community to look for an answer in the knowledge base. So the community helps guide me to accomplish the tasks I'm set out to do.

What do you like best about the product?

Skilljar is a top-notch customer education platform that provides an easy-to-use and customizable learning environment for companies of all sizes. The platform is intuitive, user-friendly, and provides a comprehensive set of features that are essential for creating engaging and effective learning experiences. One of the key strengths of Skilljar is its versatility. The platform is designed to support a wide range of learning formats, including video, audio, and interactive lessons. It also offers a variety of customization options, allowing companies to create branded learning experiences that align with their brand and messaging.

What do you dislike about the product?

While Skilljar is an excellent platform for customer education, one potential negative aspect is its pricing structure. Skilljar's pricing can be on the higher side for some smaller businesses or organizations with limited budgets, especially when compared to some of its competitors in the market. Additionally, some users may find the platform's user interface and navigation to be slightly complex or overwhelming, especially if they are new to online learning management systems. However, this can be mitigated with proper training and support from Skilljar's team.

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

Another great feature of Skilljar is its analytics capabilities. The platform provides detailed reports on learner engagement and performance, allowing companies to track the success of their training programs and make data-driven decisions to improve their content and delivery. There are additional apis which can be used to funnel the data to data warehouse for further analysis

What do you like best about the product?

Northpass’s customer service is unmatched. When I first started in my role using Northpass, our customer success representative set up a weekly time to check in. Six months later, we are still having those check-ins. Our contact, Norm Rasmussen, works with us to meet our needs and help us using Northpass to its fullest potential. He answers our questions and helps us find solutions and best ways to use the product. The LMS is easy to use and really meet the needs of our company.

What do you dislike about the product?

We do wish there was some more variety in the types of activities Some type of survey feature to get feedback from our learners, maybe an integration with Google Drive

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

User who have completed our Northpass offerings adopt our software faster and have more informed and positive onboarding and training experiences We can access in- depth analytics and view performance and success of our learners.

What do you like best about the product?

The team that helps you out from the beginning of the purchase process to the initial launch of your LMS (the implementation team) was outstanding. I felt supported the entire way through and never had a question go unanswered. The Skilljar dashboard as an admin is easy to understand, the easiest of all LMS I have used and I was able to pick it up very quickly and start building courses. It was so easy that we were able to launch more courses than we originally had planned for our first launch. I can't say enough good things about the team that we worked with and feel like that will just continue to be true going forward.

What do you dislike about the product?

There are minor limitations and things I would like to see added but nothing that truly impedes what we are trying to do. For example, it would be great to have a mixed content lesson type. As in we could have both a video and text in a lesson as a combined type. The good news is that I was told that feature is on the product roadmap! Other than that, I haven't felt limited by the system as of yet. Hopefully that doesn't change.

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

We were originally only offering live webinars on a set schedule for our users. With Skilljar we are now empowering them to learn on their own time and they now have this as an additional learning resource to enhance their knowledge and experience with our products.

What do you like best about the product?

Gainsight has a very simple UI, the ease of process mapping, sales information processing, and to be able to know the health of an account is super intuitive and fluid to be shared across teams

What do you dislike about the product?

The product slows down with heavy data and that is one thing we have experienced quite a number of times during our use. The turnaround time is good though and it comes back pretty fast

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

Gainsight helped us to map all our customer base in one place, identify key stakeholders in each account, put down account sentiment or CSAT for each region, and enabled our senior leadership to see the overall picture of the CS health

What do you like best about the product?

I love the Customer Success & Support team. The team is always quick to answer and understands the WHY behind our requests without ever needing to explain it to them. The UI is highly user-friendly and it just makes sense.

What do you dislike about the product?

Parts of the platform are still a work in progress. The reporting can be enhanced a bit, and there are small platform functionalities we have asked for that should already be there. The significant part, though, is that the team has addressed those areas and is already looking at enhancing them for us and other platform users.

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

Online learning is how the world is going these days, especially in Global organizations. This platform has helped launch our new hire onboarding program, and we can now track employees' product and system knowledge. Our company's retention has not been the best, and this is hopefully going to improve it across the organization.

What do you like best about the product?

Northpass has been an excellent solution for our training needs. We have used the learning management system in a variety of ways to educate our learners, including on-demand courses for self-paced learning and hybrid training that includes live or virtual instruction and accessing material online in Northpass. Northpass allows us to use many tools in the learning process, including video instruction, quizzes, surveys, attaching supporting documents, and assignment submissions. Northpass has native integration with Hubspot, our CRM, and allows us to reach and engage with new audiences and automate our communication. Northpass is highly customizable and compliments our brand perfectly. The team at Northpass is extraordinary. They are highly responsive, very involved, and provide guidance to elevate our student's experience. I want to give special recognition to Nergis Tepeli, who has assisted us in every step of building our learning center, and Hubert Dykiel, who has been a great partner in customizing our learning center.

What do you dislike about the product?

The feedback we have would be to streamline the assignment submission and grading process so there are fewer clicks and the learner's email is not involved. We would prefer to communicate with the learner in Northpass regarding their assignment submission.

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

I believe Northpass is working on our ability to view a student's quiz score instantaneously, which is important to us.

What do you like best about the product?

Hands down, Northpass has some of the best customer service in the business. My contacts at Northpass Nergis Tepeli and Travis Nardin respond to any issues or concerns with speed and efficiency. They are always prepared with multiple viable solutions to solve our business needs and will patiently and methodically work with us throughout the implementation process. Moreover, I greatly value that they place emphasis on knowing their clients and understanding how we use Northpass to solve our needs. This is obviously a top-down mentality at Northpass as their CEO Stephen Cornwell took the time to meet with me to better understand my role and how Northpass might be able to better support us going forward.

What do you dislike about the product?

Northpass offers a great product! No dislikes here.

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

Northpass provides learning and training solutions for our workforce of over 100,000 gig workers. We leverage their platform to share knowledge, offer certifications, and provide on-going professional development.

What do you like best about the product?

NorthPass has created a genuinely customizable LMS that looks great and functions nicely. Beyond the product, my interaction with NorthPass employees has been superb. Our CSM is always available for feedback or questions. The support team responds quickly and is willing to help troubleshoot any problems that may arise.

What do you dislike about the product?

As with any product, we have found some limitations or needs we have that are not yet available. NorthPass is constantly iterating and finding room for improvement. I can always bring feedback to our CSM to see if we can look into adding items to the product to utilize our academy to the best of its ability.

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

NorthPass is providing a robust LMS that houses our training material. Training & Education is a vital component to any business. We have found that our customers return to the training to manage their connections with retailers more effectively. Without NorthPass, we wouldn't have a strong foundation for that training material.

What do you like best about the product?

NorthPass' flexibility and capabilities in the field.

What do you dislike about the product?

There is nothing to dislike. NorthPass has exceeded expectations.

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

NorthPass is developing a LMS for our online certification program and NorthPass has shown consistency in it's customer service.