Customer love for Gainsight

What do you like best about the product?

-Integrations with many common tools -Access to many different data sources and the ability to rollup/transform data -Ability to customize workflows to operationalize customer journey with robust reporting -Email functionality (Journey Orchestrator) allows for scaled customer communication

What do you dislike about the product?

-UI is sometimes not intuitive (I will call out that this is being addressed with many recent design enhancements) -Need for a dedicated admin to build/maintain the tool

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

Gainsight is helping us operationalize our segmented customer journeys and track customer health. We have been able to roll out playbooks and track success of those playbooks. Without Gainsight, I don't believe we would be able to roll out playbooks this quickly and iterate.

What do you like best about the product?

The ability to fix things in real time..

What do you dislike about the product?

Implementation could have been smoother.

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

Customer Retention and ability to show CSM's where customers are struggling and exceeding

What do you like best about the product?

The insights and visibility Gainsight offers are huge, especially when you feed it good data. The dashboards, timeline, and C360 views give our team the knowledge they need going into calls with clients.

What do you dislike about the product?

Gainsight has a major learning curve for the end users. Getting CSMs and others implemented from another CRM can be a challenge. The payoff to changing workflow isn't immediately obvious to end users.

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

CTAs enable CSMs to focus on the accounts that need attention now. Reporting and dashboarding is fantastic and front and centre for the end user. We are able to solve some of the dirty data overload we were experiencing with previous CRMs.

What do you like best about the product?

Gainsight enables us to get a 360-degree view of the customer. Within a couple of clicks, I can asses customer health, recent conversation, usage, tickets, and trends all in one place. This enables me to see the high level, but also dig into the details as needed.

What do you dislike about the product?

Would love for it to better integrate with our platform to enable us to edit and track Value Realization within the app as this has a significant impact on customer health!

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

-Consolidating relevant information about the customer in one place saves time and enables informed customer conversations -Enables faster CSM onboarding through playbooks and account information consolidation

What do you like best about the product?

The level of automation and insights that Gainsight provides is positively supporting our CS efforts and goals for the year and beyond. We took the foundational processes we built from scratch and leveled these up by automating and operationalizing these through the use of playbooks & journeys and now have created multiple dashboards to provide TLs and Managers with a holistic view of customer health and CSM activity. The end goal for our CS department is to get to a predictive state, through the use of the GS tools/services. I love the community and education tools that come along with this great product.

What do you dislike about the product?

Not a limiting buying factor by any means, but this product does require you to be prepared to implement in your organization. I recommend putting together a project charter and committee that consists of multiple stakeholders in the org. You'll want to consider 2 admins/experts (or a CS Operations Manager) to manage the project and day-to-day activities. Better templates for customer goal setting and success metrics, aligned with actions/objectives to meet their goals and then being able to export this information and share.

Recommendations to others considering the product:

In our research and due diligence phase, we conducted many interviews with other vendors. Gainsight was the best option in the industry if you are looking to optimize your client/customer success management or onboarding teams. We also purchased the PX tool to capture additional metrics that support client health, adoption and usage. No other tool out there can provide both!

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

Gainsight is solving for data-driven health scores providing valuable insights and risk prediction, that is shared across our organization and keeping true to our transparency value. Customer data is in one place and easily seen/accessible by each CSM and/or leader.

What do you like best about the product?

How you can create easy visibility for leaders to see who has completed trainings and who hasn't.

What do you dislike about the product?

Seems more user friendly if you linking documents from Gsuite but not so much for Microsoft

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

Being able to train and track the progress at scale for all of our agents

What do you like best about the product?

It's very easy to see the work my team is doing through dashboards. I'm able to manage without feeling like I'm micromanaging. We used Client Success in the past and it just wasn't as robust as Gainsight. Gainsight provides relevant, insightful resources to keep us up to date with industry trends so that we can provide our customers with the best service and experience possible.

What do you dislike about the product?

There is a lot of clicking around throughout the application to get to data, loading can be fairly slow, and you do need an administrator to make it worthwhile.

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

Gainsight allows us to track important information about our customers so that we can ensure we are focusing on the most important tasks at hand as well as staying ahead of anything that might be a churn risk down the road. It gives our organization transparency around our biggest asset, our customers.

What do you like best about the product?

Gainsight has helped us get a pulse on our customer health scores. We are able to get a sense of what may be causing our customers pain before we speak with them. The support and CSM team at Gainsight are very patient and helpful. I also love the webinars that they offer to help me help my team. Thank you Gainsight!

What do you dislike about the product?

There is nothing that I don't like. I only wish my company would maximize the use of Gainsight features.

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

Gainsight helps us with our customer scorecard. We also have several CTAs automated to help the CSMs manage their work.

What do you like best about the product?

The Insided Community platform replies to all basic community features, as you'd expect! However, it has 3 main killer features that I haven't found anywhere else in Community-land: - Drag & drop page customization of the home page and easy personalization of all pages. Without having to push some custom code, take time from developers and have a fixed organization of content, the platform offers true flexibility to adapt the way your community is organized in just a few clicks. A large selection of widgets and the possibility to add in custom code will satisfy every community admin. - The cross-domain search enabling for users to search content throughout the eco-system: blog, help center, university... When using Skilljar and Zendesk, these are just soo easy to implement. - Not a feature - they leverage their very own platform for community and it is an inspiration for what can be done. A lot of exchange with other community managers and admins! All in all, very easy to set up! The team (Vish, Valerie..) is very accessible and helps a lot in the first phase of the journey. On a larger scale, the company is eager for feedback, and to listen to our product requests. In less than a year, had a few calls with their product team. Extensive API. Can't wait to leverage some native integrations like Gainsight and Salesforce.

What do you dislike about the product?

There a a few things that I would like to see improved on the platform: The management of groups and events as well as moderation can only be done by admins (people with a seat). As seats are priced, you can't allocate responsibilities to some power users, or other employees to do some part of moderation. Dashboarding/analytics are okay, not as good as expected.

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

Helpful for peer-to-peer engagement and scaling Customer Success. By offering the best access to interactive content, our user base feels part of a community they can trust, rely on, learn from...

What do you like best about the product?

I like that you can both record and view live seminars. The streaming service was also very interactive and allowed me to ask questions during the seminar making for a great experience

What do you dislike about the product?

I have only used G2 as a secondary service for another software company. It wasn't completely clear that this was a secondary service in comparison to the original software

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

It has been a useful way to view and learn information acout the customer success community. The seminars that I was viewing on insided were referred via gainsight

What do you like best about the product?

Our team chose inSided as our community platform of choice due to two reason: the modern UI and incredible support team. After reviewing a dozen platforms, inSided proved to have the most modern-looking designs that immediately elevated our brand. The combination of a fantastic support team made our decision even easier.

What do you dislike about the product?

inSided is still growing as a product. While most of the platform is customizable, there's are a handful of features that aren't available yet: Fully customizable pages, all-member email campaigns, lack of pop-up features and a few other items we're waiting on.

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

Our company needed a central destination for customers to connect with one another and discover every customer-facing program/resource we offer. The Community not only creates the space for peer-to-peer interaction, it's also the one-stop-shop for customers to influence our product roadmap (ideas), find upcoming events, subscribe to release notes, and search for all the content our team produces for our customers.

What do you like best about the product?

Not only was our experience top-notch from our first call with our amazing partner (Kelly), but it has continued to implementation. Insided worked with us from the very beginning and was so communicative, responsive and provided amazing resources. I never felt pressured, nor that this platform couldn't solve our needs. Throughout implementation, we have been supported 100%. By providing us an asana board with every task to make our community successful, in a reasonable and stress-free time frame, we have felt confident and are so thrilled for our community's success. Our onboarding and implementation team has been nothing but outstanding- just like our entire process!

What do you dislike about the product?

There are a few feature requests that I would love. For example, the system emails are really cool but would love the ability to turn on and off the emails when needed and to even change what triggers them. Another would be to get a more detailed list of graphics needed. There was a document but it doesn't include every single graphic and its measurement- which would have helped our design team even more.

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

We needed a community platform that helped facilitate conversations, educated, and provided outstanding analytics. Luckily, Insided checked all of our boxes!

What do you like best about the product?

The platform is very easy to use, both for Admins and end users. The interface is attractive. There are lots of content types. Overall, we are very happy with the service.

What do you dislike about the product?

I have no dislikes for Northpass. I use the platform daily and have had very little issues.

Recommendations to others considering the product:

Northpass is very instinctive and reliable. The team is great, always on hand if required. We have had a very enjoyable experience with Northpass.

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

Our clients work in an industry that is currently facing staffing issues. Therefore, it is difficult for managers and owners to permit staff to complete training during working hours. Our self-paced eLearning courses enable participants to complete training at a time and location that suits them.

What do you like best about the product?

Admin dashboard is simple and easy to use for building the basics of a customer education program, and you get good support from the implementation manager. I also like their own Academy and Help center, which offer good guidance and help on specific topics. SSO login was a must for us, and implementing that went smoothly with the help of Skilljar team.

What do you dislike about the product?

When it comes to the visual design of the site, the platform could offer more configurability and templates. Also more ways of customizing the experience for an individual learner would make a difference.

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

We wanted to improve product adoption, standardize and automate our online training, and reduce the need for instructor lead trainings. We have been able to build a good foundation for our online training program and have received positive feedback from our customers and users.

What do you like best about the product?

I can clearly track and have visibility into all of my clients and touch points with my clients in one place. Prior to Gainsight, I would need to track down information from several different places and now I have a way better perspective on the grasp I have on my clients and where my attention should be focused.

What do you dislike about the product?

There's a lot of information and places within the Gainsight tool and it just takes a bit of time to gain an understanding of all that Gainsight offers. This is to be expected with any new software platform so I'm hopeful that will come with time.

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

I'm now able to better drive adoption across my customers and more proactively identify risks, areas for opportunities, and where my attention should be focused. I know have all of my notes and communications in one place, so I can easily reference it and/or share with another team member, where necessary.

What do you like best about the product?

Our experience of partnering with Northpass for our LMS has been excellent. It is a very user-friendly system, that allows us create exciting, informative and client-focused courses for those working in the Early Childhood Care and Education sector in Ireland. As well as Northpass being a great platform to work on, the level of support we have received has been excellent.

What do you dislike about the product?

There is very little to dislike. Our users love the courses so much they would like their accreditation certificates and be bigger!!

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

We can offer flexible learning where our users can learn at their own pace anywhere We can update courses very quickly as legislation and guidelines change, giving us the leading edge We can add new courses regularly, giving our users a diverse range of courses to choose from We can respond quickly to changing times as we have full control over our learning platform and we don't have to rely on a third party for updates We love that we can upload video which is very popular in our courses

What do you like best about the product?

The team is incredibly collaborative. Anything we asked of them, they partnered to try and make into a reality. Even if it wasn't possible, they looked for alternative ways of doing things. Outstanding customer service

What do you dislike about the product?

Limited functionality for content creation and reporting. We felt somewhat limited in what we could create for coursework and in reporting, the canned reports weren't as helpful as we needed them to be. The beta reports were promising but worked a bit slow.

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

Scaling our education resources beyong live trainings. We are not benefiting financially yet but that is more on us. We are more productive in terms of requiring our users to take pre courses before onboarding which helps to break up the time services is spent training our users.

What do you like best about the product?

The Skilljar Implementation Specialist was very helpful and patient with the entire team, from main POC to our developers. The onboarding process was organized and easy to follow.

What do you dislike about the product?

While building a customer learning platform is time-consuming, the organized process made it not that bad. I can't say I had major issues with any of the process or the product.

Recommendations to others considering the product:

100% recommend Skilljar. Make sure you have internal resources lined up for the onboarding experience.

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

We are making an education center for our current customers, helping free up team members from repetitive tasks and also incorporating Skilljar tools into our products.

What do you like best about the product?

It's everything you expect out of an LMS, but with the ease of use and customizations to match.

What do you dislike about the product?

Wish you can bulk upload quiz questions.

Recommendations to others considering the product:

Make sure you have all your internal resources aligned to ensure a smooth implementation.

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

Customer retention is the goal and customer education and re-education is a key factor when going into those conservations.

What do you like best about the product?

Easy to access software, lovely staff! Simply great.

What do you dislike about the product?

That sometimes I have to wait before awesome new featured are implemented.

Recommendations to others considering the product:

Just try it!

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

Deflection. Less contact moments.

What do you like best about the product?

It's hard to pick what I like best but I'll go through a short list: - Great customer support! They always respond quickly and with adequate fixes for my issues - Easy to use platform. Settings are a breeze to work with and modify - Good UI for modifying the look and feel of my community

What do you dislike about the product?

I dislike the lack of a proper HTML editor when writing articles for the community. There's often some weird spacing/image issues that would be infinitely easier to fix if I just had the ability to modify the HTML

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

We are building an active community, establishing our company as thought leaders, and offering technical support to our user-base! We've found it very easy to use the community to keep our users aware of product updates and important pieces of news within the industry.

What do you like best about the product?

We've been using this platform to manage an online forum community, simplifying our daily work. It allows us to organize our comments in the best way possible.

What do you dislike about the product?

We keep using the oldest version of our platform because we feel more comfortable with and it's easier for us to check our priority comments, so we believe that the oldest version is better.

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

We can associate topics with our users, making our tasks more organized, and we do not lose any comments or topic.

What do you like best about the product?

As a team that is continuing to grow, with a learning program that continues to evolve, it's great to see the growth and improvements that skilljar is making. While some of the capability is still future dated, it feels like Skilljar is developing one step ahead of our needs. This growth has allowed and encouraged us to reimagine our learning platform for our clients and to leverage new releases in our delivery of high-quality client experiences. I also appreciate the customer service. I really feel like Skilljar is available to me. Our rep- Becca Davis, has been incredible in her ability to respond and guide our team appropriately and as needed. Her engagement and responsiveness is truly unlike any other experience I've had with a Learning Management System.

What do you dislike about the product?

Some of the basic capability that we would like to have is not natively available in Skilljar - for example, having a flow where we can easily mark a single course completion as satisfying the requirements for another course/courses. This is something that we should probably have the capability of doing as a user without having to engage in a development service or Pro-serve. Additionally, there is still limited engagement capability from within the system, which either doesn't allow for engagement - or is limited in its customization. I would love to be able to use the same system email capability available in individual courses, but with our learning paths, and at this time, that is not possible.

Recommendations to others considering the product:

Skilljar is growing and improving. If you are willing to be patient as they advance their capability, I'd definitely recommend Skilljar - their customer service is unmatched, and their commitment to evolution and meeting needs is worth the investment.

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

We've been able to offer client's a learning experience that has a mix of options and is a fair representation of our current state as far as the sophistication of use client's can engage in different types of learning, including eLearning, registering, and attending VILTs through our Zoom integreation. We can easily track engagement and use this data for goal setting.

What do you like best about the product?

In Skilljar, adding new courses and lessons is immensely simple and allows us to utilize several training types and various delivery methods.

What do you dislike about the product?

The reporting tools could be enhanced, and I've heard that our clients would like a learner dashboard.

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

We have acquired several other product families and companies in recent years, and Skilljar has made it simple to integrate additional training resources and and historical metrics into our Skilljar instance.

What do you like best about the product?

We use Skilljar for our external LMS and love its ease of use and feature set. The reporting is easy and allows me to track KPIs for performance and revenue easily. We sell single-purchase course content and subscription-based use and Skilljar makes it easy to offer both options to clients. The absolute best thing about Skilljar is the customer service. I love that we are supported by our CSM and have the opportunity to meet with her monthly. The Quarterly Business Review data is also extremely beneficial.

What do you dislike about the product?

Skilljar is a purpose-built external LMS, but we also require an internal LMS with standard integrations with things like ADP and Microsoft Teams - these additions would be amazing.

Recommendations to others considering the product:

I have reviewed other LMSs and Skilljar is my favorite for customer education. We have roughly 10,000 active students per year and everyone seems happy with their experience!

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

Offering a branded, self-service portal where clients can register and purchase training. Having training at the client's fingertips helps us to keep Support cases down. In 2021 we expanded our content, increased Marketing efforts, rebranded our Skilljar domains, and increased revenue by 38% over 2020.