Customer love for Gainsight

What do you like best about the product?

Gansight gives us a clear, real-time view of customer health of by combining usage data, engagement signals, and lifecycle milestones in one place. The ability to automate playbooks and success plans has helped our team act consistently and at the right time, instead of relying on guesswork or spreadhseets.

What do you dislike about the product?

The problem is powerful, but it does come with a learning curve. Initial configuration and fine tuning reports or rules can take time, especially for teams without a dedicated admin or strong technical background.

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

Gainsight helps us prevent churn by identifying risk early and guiding our team with structured actions. It has improved visibility across accounts, aligned sales and customer success teams, and reduced last-minute firefighting. As a result, renewals are more predictable and customer relationshiops feel more intentional and data-driven.

What do you like best about the product?

The primary upsides of using Skilljar by Gainsight as a customer education platform include its strong focus on customer and partner training, seamless integration with business systems like Salesforce, and a direct, measurable impact on key business metrics like retention and revenue.

What do you dislike about the product?

The main downsides of Skilljar center around its limited reporting and analytics, often requiring data exports for deep insights, and its need for technical skills (HTML/CSS/API) for significant customization, making non-coders feel restricted by its default design. Users also report manual processes for user/course management, basic email customization, and occasional slow or unhelpful support, alongside a clunky admin UI.

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

Skilljar benefits businesses by providing a robust Learning Management System (LMS) focused on customer education, driving product adoption, boosting retention, and reducing support costs through scalable, personalized, on-demand training with deep analytics and integrations (like Salesforce). Key advantages include increased customer engagement via learning paths and certifications, monetization opportunities, consistent high-quality content delivery, automation for efficiency, and proving training ROI.

What do you like best about the product?

Gainsight Dashboards gives the Single Glass of Pane view for tracking the enterprise customers NPS, Healthscores, meaningful insights about the customers by integrating with Salesforce CRM.

What do you dislike about the product?

Recent Security issues, integration down issues, integration challenges, Need formal training for the support staff to use this platform

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

Single Dashboard for tracking the NPS, customer contract renewal timelines, improves the customer success efficiency and reduces time for validating the healthstate of each customer

What do you like best about the product?

We use Skilljar by Gainsight when it comes to educating customers and this help boosts product adoption. By training customers about our products, we enhance customer retention because trained customers understands products better which ensures satisfaction. By ensuring our customers understand our products, we reduce support workload and cost which allows theme to focus on other matters. With Skilljar by Gainsight, we boost customer experience thanks to in-app guidance, support and education.

What do you dislike about the product?

Skilljar by Gainsight has worked as intended and major pitfalls.

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

We use Skilljar by Gainsight for customer education and for corporate learning management and it has been amazing. Our customers are more satisfied as they understand our product better and they also get best in-app support.

What do you like best about the product?

Good to get more than just customer interactions insights of the engagement with customers and active advocations

What do you dislike about the product?

the design part can it be worked on and the niche

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

getting more deep into the customers

What do you like best about the product?

The fact that they integrated copilot to help with our customers

What do you dislike about the product?

the fact that i always need to get add-ons

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

It's helping me keep tabs on what my customers are doing

What do you like best about the product?

As a user of GS CS I think its important to capture as many client information as possibile and make the CS life easier.

What do you dislike about the product?

I think sometimes less is more and when using the tools, it could be overwhelming the amount of information and where to get data

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

Keeping data for our clients, sentiment, feedback, solutions Success Plans

What do you like best about the product?

Reports and analytics make my work decidedly easier.

What do you dislike about the product?

Sometimes the numbers reported in the reports are not entirely accurate.

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

I am able to save time in my work and have a clear and well-defined overview of my clients' progress.

What do you like best about the product?

Clean, straightforward, and user-friendly data presentation. We do get data from Gainsight on daily basis for our support cases.

What do you dislike about the product?

Nothing. I don't have anything to dislike.

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

Gainsight is assisting us in monitoring our support case reviews and comments.

What do you like best about the product?

Gainsight has completely transformed the way we manage customer relationships. The most helpful feature for me is the Customer 360 view, which pulls together all key insights—from product usage to support history—into one place. It gives me instant visibility into customer health and helps me prioritize actions that truly move the needle. The CTAs and playbooks are a game-changer. Instead of guessing what to do next, I now have a structured, data-driven approach to drive adoption, retention, and expansion. It also ensures nothing slips through the cracks, even when managing a large portfolio. I also love how Gainsight supports digital customer success at scale. With automated journeys and in-app engagements, we’re able to guide customers even without high-touch involvement—this is powerful when your team is lean but your goals are big.

What do you dislike about the product?

Gainsight is powerful, but the initial setup can be quite complex and time-consuming. It requires a dedicated admin or CS Ops person to configure it properly. Without that, users might find it overwhelming at first. The UI also has a bit of a learning curve.

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

Gainsight helps us proactively manage customer health and reduce churn. It centralizes usage data, feedback, and support tickets so we can act on risks early and improve customer engagement. It also streamlines follow-ups and renewals through CTAs and automated playbooks—saving time and improving outcomes.

What do you like best about the product?

It's awesome to have a whole view of your customer's portfolio. It has a lot of metrics that is very helpful in the daily operations.

What do you dislike about the product?

I don't see anything to upgrade in the system.

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

To help organize my routine and to see what has been done with the clients.

What do you like best about the product?

I like being able to track customer activities and emails all in one place. My organization has an integration with Gong so our customer calls and notes populate in the timeline automatically. This saves me time and helps me easily reference information for an account.

What do you dislike about the product?

I am not a Gainsight admin so this may be due to my permission level, but I don't find the reporting super easy to use.

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

Gainsight helps keep a source of truth for what has happened with an account. Employees from different teams can post information on the timeline which keeps us all informed on what communication has been sent to the customer. This makes us look better as we can reference a touchpoint the customer may have had with another team member.

What do you like best about the product?

As a daily user and Gainsight admin, I've found Gainsight's CS platform absolutely essential for customer success teams to drive meaningful engagements and deliver customer outcomes at scale. Its strongest feature is the ability to leverage out of the box integrations , allowing connection with diverse data sources, breaking down silos. Access to data empowers our team with comprehensive, actionable insights, crucial for proactive customer engagement and strategic decision-making.

What do you dislike about the product?

While initial setup and configuration may require focused effort, particularly around data mapping and integration nuances, the long-term benefits clearly justify this investment. Continued enhancements around flexibility in custom reporting would further increase its utility.

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

Gainsight addresses the challenge of operationalizing the customer lifecycle at scale, effectively transforming Customer Success into a significant revenue generator for our organization. This strategic approach has streamlined processes and improved cross-team collaboration, directly contributing to revenue growth and customer retention. Overall, Gainsight delivers exceptional value in enabling customer success operations to scale effectively, transforming data-driven insights into measurable customer impact.

What do you like best about the product?

I use Gainsight daily and I appreciate the configurable dashboard -- we have it tailored for our specific workflows and rely on it to monitor the latest information available. Furthermore, I find GS very easy to use -- I've been a user for about 12mo now, and feel like an expert in many regards.

What do you dislike about the product?

It would be nice if the font sizes in the widgets were better sized so that they didn't over-fill the widget. It could be that that's a feature that Gainsight already provides, and that we need to just update the widget labeling parameters. (?)

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

Gainsight is reporting customer sentiment, product capacity utilization, customer usage trends, and monthly billing details. I meet with customers regularly and record meeting notes that I upload to Gainsight. Gainsight Sally does a terrific job of summarizing all of that data for executive management and account teams.