Customer love for Gainsight

What do you like best about the product?

From onboarding to implementation to regular platform use, the support from the Skilljar team is unmatched. They help provide valuable solutions and insights.

What do you dislike about the product?

No major dislikes. Wish there was more support around the customization of design when hosting content.

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

Skilljar has allowed us to gather and review valuable insights on our content that was unavailable through other platforms.

What do you like best about the product?

Skilljar has a lot of good features that make managing your education experience easy, especially after the initial setup. We can easily manage our live and self-paced training offerings from a central place, track our learners progress, get data for our leadership team, and create a cute, branded experience for our customers to immerse themselves in.

What do you dislike about the product?

There are a lot of good features that are just missing some extra cherry-on-top functionality. My main gripes are currently slated to be potentially worked on, but I'll mention them regardless - lack of multi-day live events, navigation is wonky and hard to find certain settings, lack of easy customization for the web side of things and for the lessons.

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

Customer Education is paramount to customer success. Skilljar enables us to quickly and easily get customers into our learning experiences. It also helps us train our internal employees.

What do you like best about the product?

Easy to use and navigate Great insights on the team's performance, customer outreach, meetings/chats/emails. Excellent AI, Truly amazed at the level of accuracy in intercepting negative emails ( and positive) from customers. Reports and dashboards are very useful Integration to slack/SFDC and Gmail seamless.

What do you dislike about the product?

Not too much to report on this area; I love this tool. Not a dislike, just things that I am looking forward to seeing... Integration with Zendesk and Staircase solutions to integrate user data into the dashboard.

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

The most crucial need for managing rapid growth Customer Success organization is visibility into the team's performance and reaches out. Staircase is helping us to see how hands-on our CSMs and solutions experts are, assisting with locating weak points and, most crucial, monitoring the team's communication to catch escalations and issues on the spot - almost real-time. The integration with Slack provides a notification immediately when a negative sentiment email lands in ANY team member's inbox, and we are ready to take action. Another significant advantage is the ease of segmenting our portfolio, focusing on renewal/onboarding, and getting the metrics needed to take action.

What do you like best about the product?

I like the cooperation with the Staircase team - they do above and beyond to make sure we have what we need to use the solution. The tool itself shows us a lot of value especially on a high level view for each account (from a managerial persepctive).

What do you dislike about the product?

There are a few useful features missing but its a work in progress and I would also like more flexibility in terms of account health tracking also it could be great to learn about issues in advance and not when it might be too late

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

Currently the management and the Success manager don't have clear visibiliy on the status of the accounts, but with this consolidated text analysis from most of our external communication tools, we can be alerted on potential problems, when they occur (e.g. negative emails)

What do you like best about the product?

It has everything needed to host a community platform. The standard analytics are great! We are migrating from another system and their partnership has been great with the migration. From an admin perspective, it's pretty easy to use and get started.

What do you dislike about the product?

It would be nice if they have a standard oob integration with Oracle since we use OSVC. They do have the APIs which are helpful.

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

We are able to report on basic data such as user views/posts. In addition, we can create different user levels via configuration. Our platform was a freeware that was limited and no longer supported so simple basic features from Insided are big for us.

What do you like best about the product?

I like the layout and friendly feel of the Community Page. I like that we can have a number of main tiles where we promote important events or posts on the front page, as well as top posters in the community, etc.

What do you dislike about the product?

I can't find resources on how to do stuff in the actual product once I am signed in as an admin.

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

Being able to promote newsletters, events, training at a wider scale is great.

What do you like best about the product?

There are a lot of easy ways to customize the platform, ranging from changing phrases to custom CSS. The API and available integrations have been a game changer for automating moderation processes.

What do you dislike about the product?

The UI is sometimes frustrating and unintuitive. For example, every time I change the date range in analytics it takes me 2-3 attempts because it doesn't seem to stick! Some tasks take more clicks than necessary, for example not being able to mark a post as spam when you're in the post in the admin view.

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

Providing customers with a public platform to ask questions and get answers builds an online repository of knowledge that other customers can use. This provides the opportunity for customers to self-serve thus deflecting support tickets and saving money.

What do you like best about the product?

The ease of creating the building blocks of your community is really well articulated and easy to create on Insided. From creating a point system for gamification to a structure and resources for the users to use it encompasses the foundation of building community.

What do you dislike about the product?

While the widgets provide a really great stepping stone, there isn't a ton of customization you can do with the widgets themselves to differentiate yourself from other insided experiences

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

A platform for customers to share product ideas and conversate outside of social media. It creates a space where we can help support while also educating our users and help them find other connections.

What do you like best about the product?

The ability to provide a purchase point/shopping cart experience for customers to search, buy and complete training is the most important aspect of Skilljar. Not all LMS vendors provide that capability which is limited in expanding free programs to paid programs.

What do you dislike about the product?

The limited ability to customize administration permissions across domains and the consumption (not sales centric) analytics. Data and performance metrics are pivotal to the expansion and support of a customer education program.

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

Skilljar allows us to directly sell our education services to customers in a simple and consumable way. We have both self paced and instructor-led offerings in the tool, which enables a blended learning environment for our customers.

What do you like best about the product?

inSided allows our customers to assist one another, increasing their loyalty to our Product. Think about it- once you start evangelizing about a product or providing basic Support for a product, you're way more likely to advocate for its continued use. inSided gives our customers space to provide strategic and technical support to fellow customers, making them more loyal to our product and more empowered to enhance their usage of our product.

What do you dislike about the product?

In our initial setup, we experienced some issues with creating Zendesk tickets on behalf of customers from the inSided UI. We've got the hang of it now, but having more guidance on setting up this integration would have been fantastic.

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

From a Support perspective, inSided encourages our customers to self-serve and to assist their peers as well. It decreases our ticket creation numbers, which lends us more time to focus on the tickets that do land in our queue.

What do you like best about the product?

Easy to configure, support team and onboarding manager are both fast at responding and eager to assist

What do you dislike about the product?

Some integrations were more time-consuming than presented as over the Asana board

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

With a small team with no prior community experience, inSided gives us a platform and resources to create a community from scratch

What do you like best about the product?

I like how easy it is to navigate our community on the backend. Out of the box, Insided provides a variety of tool that makes community management, writing articles and creating events super easy.

What do you dislike about the product?

I do wish we had more customization and the ability to mass message our community members.

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

It allows us to provide a space for our customers to seek resources, and events and communicate with each other versus always having to connect with their CSMs or help center.

What do you like best about the product?

Being new to the 'tech' industry, I have had a lot to learn, and using inSided has been so incredibly easy to use. There are so many options, so much flexibility and the ability to tailor to your needs.

What do you dislike about the product?

My initial thoughts are nothing ... but since I must say something, I will say that the number of admins allowed in our package has been a little challenging at times but really not a bid deal.

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

We are pretty new to the tool but are using it for a couple reasons. One, to get our customers connected with one another and two, to more quickly get customers the answer and support that they need.

What do you like best about the product?

The platform is very user friendly; using the control backend to post/manage content and set up the user flow is easy. The support from the InSided team is also excellent. Support works fast to fix any problems you have, and their onboarding sessions ensure you are equipped to launch successfully. I really enjoy the different features of the platform and they speak to everything our customers are most interested in; exploring discussion boards to find meaningful conversations, connecting with our own experts, or staying up to date on new products we release.

What do you dislike about the product?

In regards to the tool itself, there's not anything that I feel is missing. One small thing more on the control backend is that once a post is live you are unable to change the post date. So while you are building out your community (and before inviting any users) it may be smart to wait until the very last week to make your post uploads.

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

It is allowing us to set up a tech touch strategy with our mid-sized customers who don't necessarily have access to an account manager. With this tool we are able to bring them many digital touch points that will translate into them feeling well taken care of!

What do you like best about the product?

User experience is a plus. It is very intuitive and you find the info you need very quickly

What do you dislike about the product?

CTA´s sometimes are a little challenging to track

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

Well, it is the perfect repository to save all customer info. It is a source of alignment between teams

What do you like best about the product?

Timeline, health score, and dashboards are really nice

What do you dislike about the product?

UI when it comes to create Success Plans

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

Helping to monitor health score and my CTA

What do you like best about the product?

User friendly interface. Product gives the right directions for CSMs to effectively manage their accounts.

What do you dislike about the product?

It can be slow sometimes to load the pages

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

Having a tool that helps you monitor and take actions on customer health, adoption, renewal dates, CTA etc is everything for a CSM

What do you like best about the product?

Quick view into an exec summary Timeline view Quick updates Access to sales and project data

What do you dislike about the product?

Timeline should be more compressed Sentiment should be better visualise on timeline

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

Gainsight solves issues related to customer health so you may have quick view on what's happening in your accounts

What do you like best about the product?

Gainsight is super flexible and can do a lot to support CS processes and customer lifecycle management. The ability to run scorecards, success plans, track and assign tasks via CTAs are all invaluable tools

What do you dislike about the product?

You need competent admins to make the system sing and I find there are limitations in terms of the reporting and it doesn't have a good mechanism for coping with data gaps when using journey orchestrator

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

Gainsight is supplying us with a cross product scorecard that enables us to quickly identify accounts at risk; it also supports strong account control with Timeline features and CTAs that keep us well engaged with customers as an account team

What do you like best about the product?

The team was extremely supportive throughout our deployment. It was our first community build out and the team tailored the onboarding and deployment to our needs

What do you dislike about the product?

There are some backend features that need to be added and additional analytics that would help us when reporting out to the larger business.

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

Our community platform built on InSided is helping our customers get their questions answered faster and help themselves before they need to submit a ticket. They also can engage with their peers, something that was not possible before our community was built.

What do you like best about the product?

A user-friendly dashboard that controls all the content and users of your academy/learning platform. Skilljar Academy hosts numerous courses that guide you to become familiar with the dashboard.

What do you dislike about the product?

There isn't anything I dislike particularly, but like any other SaaS product, I submitted some feature requests/enhancements to our CSM. Some are surveys, quiz enhancement for more interactive assessment, and easier coding platforms (those code snippets are so annoying to use).

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

Customer Education is often overlooked, but Skilljar helps you and the company understand its importance and how it affects the product's user experience and prevent churn.

What do you like best about the product?

The platform is incredibly customizable and even has an API for automating tasks such as third party badging. More than anything, the Skilljar onboarding team is incredible - they set us up for success and proactively checked in with us for months, giving us constant advice on how to better our student experience.

What do you dislike about the product?

Very little to complain about. I'd love to see more features added to the API, such as the ability to manage users via the API.

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

Skilljar helps teams actualize their customer/internal education goals in a highly user-friendly way. The ability to group learners and set up custom automating grouping rules creates a very granular analytics report that has helped us act on optimizing our content. The flexibility of the platform has enabled us to set up "observer" users, such that we can enable third-party educators to view their students' progress in our learning content.

What do you like best about the product?

Simplicity of use, analytics, course building

What do you dislike about the product?

Better analytics on qualitative data, the ability to have surveys within the course.

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

Reducing our live in person sessions and the ability to offer on demand session to our customers across the globe.

What do you like best about the product?

As a product leader, getting feedback from customers is gold. I can get insights from Staircase.ai in a bi-weekly search for feedback. The platform gathers all customer communication and pulls nuggets that are super valuable for my team. From direct feedback on features, processes, and other product-related items. This might not replace the need for customer interviews, but it gives feedback right when something happens. Combined with Product analytics, Staircase completes the picture of customer feedback. We really feel the “unknowns” are close to 0.

What do you dislike about the product?

Not sure there’s something to dislike about the product. It can always be improved, but the core value is there.

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

Get feedback from customers - there’s a lot of direct feedback that is already said in calls, emails etc, but communications are not flowing without a product like Staircase. The tool summarizes all feedback into topics and sentiment, really doing the entire tracking and analysis work, so we can get clear feedback fast.

What do you like best about the product?

Staircase AI is taking out a lot of wasted time from our team… We don’t need to record every conversation and summarize it for management, as the tool does that for you. As a relationship builder, this is super important since it gives me the time to really focus on my accounts, and not on maintaining platforms with data. Of course from the data perspective, it’s also super valuable since we optimize the way we work on accounts and prioritize them according to value, tiers, and scores.

What do you dislike about the product?

Nothing.⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀

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

- Time spent on managing systems rather than relationships. - Objective scoring. - Time optimization to focus on the right issues/accounts/opportunities.