Customer love for Gainsight

What do you like best about the product?

I love how user-friendly the Skilljar platform is and how easy it is to develop and present content to diverse learners. We are using Skilljar for both internal and external education, and it has been very intuitive for team members to build content. It has been equally easy for our users to access content and get the information they need to be successful using our platform, tools and data.

What do you dislike about the product?

My only complaint is that Skilljar could expand upon their web app integrations and provide a bit more flexibility with customizing some of the apps. We are using Skilljar for both internal and external domains and the limited Salesforce integration has been an obstacle for us. Additionally, the ability to customize integrations with other apps (e.g. more instances of Gainsight beyond Gainsight PX) would make it even easier for customers to maximize the value they get from Skilljar.

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

Skilljar integrates seamlessly with our tech stack and makes it easy to provide excellent educational content to our customers and partners with trackable metrics to demonstrate program value.

What do you like best about the product?

I like how we can easily set up and provide users with a link to our training material.

What do you dislike about the product?

I dislike that when you create user groups for reporting purposes there isn't a way to restrict an admin from being able to access all users in the system if they need to add additional users to their user group. As a vendor that works with multiple organizations the ability to restrict the list of users by email address or some other method would be extremely helpful when we think about the reporting ask of our customers.

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

Skilljar is helping us to create customized training for our customers which is something our customers have been asking of us for a while now.

What do you like best about the product?

Staircase AI platform is amazing at helping reveal the potential question in accounts. It’s the fastest in escalating risks and supports uncovering new growth opportunities

What do you dislike about the product?

As we know, data integrity and consistency across different systems are always a challenge. I wish we could easily integrate Staircase AI with the rest of our CS tools and make it work smoother without any manual interventions. I do know for a fact that this will be available sometime soon...

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

I joined Stoke around a few months ago. Having Staircase AI, helped me hit the ground running. I was familiar with all accounts in a matter of 2 weeks, something that could have easily taken me months if done manually. The benefits go way beyond the onboarding process. It helps you know everything about your customers in a beat. Staircase AI’s impact has been instant.

What do you like best about the product?

Staircase provides us with a unique perspective into our customers’ true health, and plays a key role in creating more transparency within our entire customer base. All functions benefit from the Staircase platform insights - Customer Success, Marketing, Product, and Sales. In the past, we had to wait for CS feedback for NPS results to extract information about customers for expansion, mitigation or advocacy, but now we can now discover how customers feel about specific features or topics automatically. We use the Sentiment Score and Topics features, which cover close to 100% of our customers' feedback.

What do you dislike about the product?

Nothing to be honest. We have a couple of product enhancement requests that can help the entire company align better in regards to customer health status, but nothing major.

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

Focusing our efforts on the right customers and discovering growth opportunities. Identifying advocates and accounts at risk. Visualize high-level customer data to make business decisions.

What do you like best about the product?

Reporting, ease of use, simple and effective structure

What do you dislike about the product?

Support is slow, and customer support online as well. It is very difficult to customise, documentation of PAI is lacking

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

delivery of online training 24/7, branding of training portals

What do you like best about the product?

The visibility of accounts that are at risk, and the personal touch by their CSM and executives

What do you dislike about the product?

The product is still pretty immature and a lot of data is still missing

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

Visibility of red accounts

What do you like best about the product?

Being able to manage health at the Product x Account level provides the granularity to truly impact a Customer's overall health. Other platforms do not provide that ability,

What do you dislike about the product?

It seems really clunky to administer and setup. I took the Admin 101 prior to Pulse, have hired a consultant to accelerate my ability to light up a health score, and I am still concerned that some of the complexity will lead to delays.

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

My CSM team needs a compass. They don't know what customer to talk to when, and aren't probably talking to all customers. Gainsight will enable that CSMs are spending time on who they need to, when they need to.

What do you like best about the product?

I love how much easier it is to prepare for meetings and log updates to timelines, risks, CTAs, and success plans. I also love how much support I receive from my partners on the Gainsight side. They are awesome and I could not be as successful in implementing this system with my team without them.

What do you dislike about the product?

The backend of the system is getting easier the longer I work in it, but keeping up with all the rules that are running and making sure they are optimized is a bit above my knowledge level.

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

Knowledge transfer across CSMs has been difficult over the years. Gainsight is helping to centralize all of the most important data pieces to provide a more consistent client experience. We've also increased the number of clients engaging with us by 200% this year over last, by utilizing customer journeys.

What do you like best about the product?

Gainsight CS is enhancing our ability to gain insights into customers overall health. It is a one-stop-shop for our CSMs and allows us the ability to facilitate more scalability. Additionally, it provides valuable metrics and health data for multiple products a customer may have and interactions with other departments, proving extremely beneficial. The data that it provides our CSMs and Leadership teams are enabling us to be more proactive in our outreach and dynamic in our engagement models.

What do you dislike about the product?

At this point, there is nothing that I dislike. I would mention that we have had a few hurdles with Renewals Center; it is now working for us but some of the syncing between RC and Salesforce is limiting. Though many of our other problems with RC is bad data from our Salesforce, it took more time to get buy ins, as we have had some hiccups due to sync issues which has caused some distrust with the CSMs that need to update renewal forecasts.

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

Gainsight CS is allowing us more visibility into the customer's overall account health. We are then able to utilize this data to make more informed decisions about the customers. It allows us to create proper journeys, escalate problems, and just helps create that clear picture of all things that impact the overall customer health. We needed to find a way to scale differently than what we had been doing; with the data we are now able to have the CSMs engage with their customers in a more dynamic way, leaning in when more attention is needed and pulling back to lighter touches when maturity and health are moving in the right direction.

What do you like best about the product?

What is not to like? I love the visibility and the reporting features, the dashboard, the insight into the accounts, the last time we touched them, etc. I love that I can list all my meat and potatoes.

What do you dislike about the product?

I don't like the fact that the whole CSM and Renewals organization is not using it yet!!

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

It's giving us visibility into the perpetual licensing renewals that we haven't had before!!

What do you like best about the product?

It is a great tool to ensure your CS team is successful in its mission: help Customers Succeed. GS helps us to concentrate all necessary information around our Customer's journey, so no data is missed and all valuable information is securely managed and transitioned when needed.

What do you dislike about the product?

When you copy and paste text from other sources of data, the pasting formatting is not too friendly and it trends towards messing up the looks of some fields such as "Comments"

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

Managing the data for all the customers in our book of business. I can easily generate reports, pull the data and generate all the stats to lead my team. The visuals are great.

What do you like best about the product?

Gainsight is a powerful tool for developing a Customer 360 view including healthscores, calls to actions, journey mapping, etc. It helps CSMs be much more efficient and have better insights into customer behavior.

What do you dislike about the product?

It is a market leader, so the pricing is higher than competitors.

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

We are more efficient and have better insights into customer behaviors and sentiment. We are also able to construct customer journeys and automate certain parts of the customer journey.

What do you like best about the product?

CTAs in Cockpit enable CSMs to be more proactive with engaging customers.

What do you dislike about the product?

My teammates and I encounter performance degradation when attempting to load a new page.

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

Encouraging CSMs to be more proactive in their engagements with customers

What do you like best about the product?

data visibility and gainsight community and network, I love pulse

What do you dislike about the product?

How hard it is to stand up the solution with a subpar data structure.

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

Surfacing customer health indicators - Reducing churn & driving base expansion

What do you like best about the product?

A lot of data within systems has been built in silos. Gainsight gives the ability to bring this data together. Sometimes it's easy to join if the right fields are there. When they are not, Gainsight has the flexibility for you to get creative with joining the data. Which, in turn, gives you the ability to scale your data operations.

What do you dislike about the product?

I wish there was a query engine for Gainsight admins that are familiar with query languages.

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

Gainsight is solving the aggregation of data around a customer. Saving time for Gainsight end users from having to bounce around from system to system to get a 360-degree view of a customer.

What do you like best about the product?

I am a CS Ops professional and have been a Gainsight admin for over a year now, and it's incredible what this system can do to help your CS Org achieve its goals through both out-of-the-box functionalities as well as customized solutions. The is almost nothing this tool can't do, and the flexibility to build customization for your processes is top-notch. Product: - C360 and Timeline view can pull in endless data about your customers, track all conversations/milestones, and help your teams prepare for quality conversations with customers and view it all in one place - Dashboards feature offers a variety of pre-built dashboards that provide CSMs with insights into customer engagement, product adoption, and renewal rates. We have also created tons of custom dashboards to track specific metrics that are important to not only our CS team, but Product, Account Management, Marketing, and Partnerships teams. - Playbooks have been instrumental in standardizing our processes for scaling and we have several teams within and outside of CS benefiting from them and loving the customization it provides. - Journey Program Automation has helped us scale with 1:many communications to streamline customer engagement. - Integrations are plentiful and have been key to our success! Gainsight CS integrates with a variety of other business applications, including CRM, help desk, and marketing automation software. This allows CSMs to access all of their customer data in one place and automate tasks across multiple systems. In addition to SFDC, we LOVE the Gong, Zendesk, and Gainsight PX integrations. If you are looking for a comprehensive solution to help you improve customer engagement, adoption, retention, and growth, then Gainsight CS is the ONLY option to consider!

What do you dislike about the product?

Support wait times can take a while, but if you submit via the form on their support page you can choose the severity to escalate it, whereas if you email support@gainsight.com I believe it defaults to "Normal" or low priority. Also, this is not a "dislike" about the product or services, but it's important to note that if you are a large, scaling organization you should invest in hiring a full-time Gainsight admin, as administering the system and making new configurations is a job in and of itself! There is so much to learn and so much the system can do, so the investment is well worth it.

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

- Allowing us to gain deeper insights into our customer's product usage and health scoring metrics, and enabling our team to be more proactive at identifying and mitigating churn risk. - Allowing our CSMs to provide personalized service and address customer issues quickly and efficiently with Calls to Action and all customer data in one place. - Streamlined book of business management for our CSMs. They know which customers to focus on now, next, and later which has been critical given our team manages a high volume of customers per rep. Gainsight CS automates many of the tasks that CSMs typically perform, which frees up their time to focus on more strategic activities. - Allowing us to collaborate with other departments within our organization, such as sales, marketing, product, and partnerships. It is now a CS only platform!

What do you like best about the product?

Ganisight allows us to take data and turn them into actionable insights for our CS org. We especially love better serving our customers by pinpointing which clients need the attention right now.

What do you dislike about the product?

The only downside we're seeing at the moment is lack of previous GS knowledge amongst the team. As we grow out CS Ops, this will be recitified!

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

We are now able to know which clients are trending up/down based on curated dashboards that we control. No more guessing who we should call!

What do you like best about the product?

Easy tracking of information, awesome data collection and presentation. Looking forward to more automation setup

What do you dislike about the product?

learning curve. Need to customize reports on just fields I want

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

tracking customer needs, goals-- access all in one place

What do you like best about the product?

Gainsight is our singular one stop shop for all things CS. It helps organize our team globally around our CS mission & metrics and helps ensure that we take good care of all our customers. Maximizing their success and understanding our ownership lifecycle.

What do you dislike about the product?

Not necessarily a dislike, but I find that new Gainsight users struggle to adopt this tool in the beginning. More mature users understand the need, the value and the importance but those that are new struggle with onboarding initially and there is a great need to create rewards and measure adoption.

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

Gainsight's powerful health scoring helps us understand our at risk customers and those that have a high propensity for growth. Gainsight benefits us in our mission to grow our NRR.

What do you like best about the product?

We would be lost without Gainsight. Everything from customer health to Executive insights and customer timelines is kept there. Our team relies on Gainsight to do its job.

What do you dislike about the product?

Gainsight does require some significant administration time for our team.

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

Gainsight helps us get insight into which of our customers are healthy which is a great predicter of churn. Beyond that, it helps us leverage Salesforce more effectively for our team.

What do you like best about the product?

The User interface is great and very intuitive to figure out. The university and online community is one of the strongest I have been a part of and the support team is always quick to respond!

What do you dislike about the product?

I find the Reports section to be a little bit rigid in terms of pivoting and building formulas compared to Salesforce and other similar tools.

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

Gainsight has given our team a much improved task management system with plenty of automation that helps us enable new team members quicker as we scale.

What do you like best about the product?

Excellent tool that is truly helping us stay on top of our relationship tracking with our customer base. The solution helps provide valuable insight into what our customers are talking about, where we have gaps and how they're using our solutions. It has also helped us identify both risks and opportunities, and assess them in time.

What do you dislike about the product?

It's a really good solution in it's early days. Much more to come from this team. Proud to be a part of the journey.

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

primarily relationship tracking, sentiment analysis and allowing a pro active approach towards customer success.

What do you like best about the product?

Native integration to Salesforce. Running reports is easy

What do you dislike about the product?

API can be limited and needs work around a lot of times.

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

Getting to our customers has been easy using inSided. Learning customer behavior and their requests has been easier.

What do you like best about the product?

Investing in Gainsight early was the single best thing we did to scale post-sale customer operations as a start-up. We centralized all customer data - attributes and notes into the timeline - and quickly moved to build out playbooks for all our common customer actions. Ensuring that our CS team has access to all customer information quickly is just the foundation to operating as a well-oiled machine. I'll gush about the other features I love most... Reports/Dashboards - I love that I can apply complex filters to create exactly what I need to see at my fingertips. Surveys - I love the types of questions available and the ability to add logic. Program/Journey Orchestrator - I love that I can create a campaign for a once manual task, and just let it run itself - saving my CS team countless hours following up with customers on critical items. Connection to Salesforce and Gainsight PX - I love that data flows effortlessly from these programs to GSCS. Gainsight PX - I love that we can guide our users through complex software with tours and reach them at critical moments in their journey directly in the application. Config - I love that I can easily spin up a new field (and calculated fields!) when the need arises. There are soooooo many more bells and whistles that make an impact on our day-to-day and that list grows with each new release. The final thing I'd like to note is the Community that Gainsight has built and how helpful everyone is. The generosity of the folks in the Gainsight Admin slack channel has been a game changer for me and has saved me many hours.

What do you dislike about the product?

It's a huge piece of tech - which has its pros and cons. However, I'll always go with tech that is highly configurable and flexible vs one that has too many limitations. Configuring the more advanced features is not super intuitive for someone like myself who administers GS in her spare time - this applies to both Gainsight CS and Gainsight PX. In addition, and somewhat difficult to describe but noteworthy, is that I've found myself saying "why does/doesn't it work this way" more often than I would have liked. When that happens though, I'll usually post some feedback/feature requests on the Community and pat myself on the back for contributing to future improvements. No tech is perfect.

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

Gainsight is helping us scale all aspects of post-sale customer operations - We no longer have disorganized customer information and our day-to-day operations are smooth as a result. We have easy access to insights that lead to better decision making and we use GS data to automate processes outside GS as well as use GS to organize data from other sources. My team couldn't live without it and we could not handle our growing volume without it.

What do you like best about the product?

Gainsight integrates very well with Salesforce and is also easy to integrate with numerous other systems too. That alone is very valuable and is more than many of Gainsight's competitors can accomplish. From there, Gainsight has many useful features - most notably the C360, scorecards, and dashboards - that give users powerful insights into their customer portfolio.

What do you dislike about the product?

Despite their best efforts, Gainsight still requires an experienced admin to set up, and usually more than one. With all of Gainsight's powerful functionality comes a lot of custom setup. This alone isn't that big of a deal, but what gets hard is when the product does not provide clear error messages or when it allows you to delete something without warning you that something will break as a result. Their team has made progress cleaning some of these issues up, but there still are a lot remaining.

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

Gainsight helps our customer success team manage risks, proactively report on customer health, and view usage data trends. Without Gainsight, our team would need to be looking at a minimum of three different systems to try to compile this type of information, and they wouldn't be able to do so proactively either.