Gainsight's Customer End User Training has proven to be an invaluable investment for our organization. Across three distinct business units, these tailored training sessions have consistently accelerated our teams' proficiency with the Gainsight platform and our critical workflows. The direct result has been a significantly faster time-to-value realization.
When we chose a different platform three years ago, it was because their solution seemed simpler to deploy compared to what we thought would be the complexity of Gainsight. I’m very happy to see that it was actually not like that at all. The product is easy to use, intuitive, and the implementation team did a really good job. We’re just scratching the surface of what we can do with the platform.”
What do you like best about the product?
Gainsight provides a structured and data-driven approach to managing customer relationships. Its ability to consolidate insights from multiple sources, automate playbooks, and proactively monitor customer health significantly enhances the efficiency and effectiveness of Customer Success teams. It is very easy to understand your customers, and it's very easy to find thing to adjust in the process. I love it!
What do you dislike about the product?
There’s nothing I dislike at this time. The platform has met expectations and supports our Customer Success operations effectively.
What problems is the product solving and how is that benefiting you?
Gainsight is helping us centralize customer data, monitor health scores, and standardize Customer Success processes. This has improved our ability to identify risks early, act proactively, and ensure consistent engagement across the customer journey. As a result, we've seen better retention, increased efficiency, and stronger customer relationships.
What do you like best about the product?
Gainsight makes it so much easier to stay on top of our customer relationships as we grow. I love that we can automate a lot of the routine stuff—like check-ins and reminders—without losing the personal touch. We can also see how customers interact with our outreaches and adjust out aproach
What do you dislike about the product?
JO can seem a bit overwhelming till you get the hang of it
What problems is the product solving and how is that benefiting you?
Gainsight helps us stay ahead of customer issues before they become real problems. It pulls together data from different systems so we can see the full picture—adoption trends, engagement, renewals—all in one place. That means fewer surprises and more time spent actually helping customers succeed. It's also helped us build a more consistent, scalable CS process, which is a big win as our team grows.
What do you like best about the product?
I love that Gainsight is a one-stop shop for my customers' data. Along with email, it's the first app I power up every day. The various metrics help me get a better handle on where I need to focus to drive success, not only at the account level but at the territory level as well. Additionally, based on some asks I've made to our administrator, customizations help you tailor to meet your goals. Plus there's no ramp up time; UI is very clean and simple to learn.
What do you dislike about the product?
The only downside I can think of is that account/subscription level data is not housed in Gainsight but that may be the way my organization uses the tool.
What problems is the product solving and how is that benefiting you?
We all wonder about the emails that go unanswered. Was it even opened? The Gainsight email function solves the mystery and it's very easy to use. I've wrestled with incorporating logos in a signature block but otherwise it's a great solution to give insights to what messaging spurs open rates.
We enabled your new AI feature, Meeting Assist. It has been great and my CSM's have been loving it. It reduces our CSM's workload of meeting notes since they are auto generated. Meeting Assist has been a great value add!
we've never had so many responses for NPS surveys as we have in the past couple of weeks months since turning that live. So that's been a huge win for us. We're getting a lot of feedback which has been mainly Positive, which is also really cool to see. And just being able to leverage that feedback and data and try and be a bit more… I guess proactive with our existing customer base and trying to get like references for new business, just trying to take those who are willing to fill out a survey. And it's more than we thought… that's really cool to see just to kind of like put it into perspective.I think in the past since we switched it live, we've had over 60 responses. Diana, if I'm not mistaken something like that. And previously, Tim, I think we were like lucky if we got 20 in.ARR?Yeah, exactly. Exactly. So, so that's really cool to see that there's been such a like uptake in the volume of responses and it's just so nice that it's also systematic and that we a we're not Cherry picking who this information is coming from anymore. So that's also a huge win.
Cheat Sheet is going to be super helpful during account transitions. I personally love the summary of Meeting Assist and being able to go to timeline to quickly read up on what happened in calls. Overall, Meeting Assist has been saving us a lot of time
Kate and the Staircase team have delivered what I’d call a best-in-class tool and customer experience. Without a doubt, they rank in my top 3 vendors of all time, across 20+ years of buying and using software in CS and sales
As the Head of CS and AM at a scaling SaaS organization, I have found Staircase.ai to be an increasingly valuable platform for my team, both manager and individual contributors. My experience working with Kate Neal, our Staircase.ai CSM, has been nothing short of stellar. I've found Kate to be a trusted consultant and incredibly professional. Kate has also championed for product updates on our behalf and the Staircase.ai product dev team has consistently delivered. I am excited to see the continued evolution of the platform and increased usage across our organization
Salesforce is a great CRM for sales, but Gainsight is in a different league for true Customer Success. It's a purpose-built solution for the post-sales customer journey, focusing on retention and growth with features like health scorecards, automated playbooks, and digital engagements. While Salesforce tracks deals, Gainsight provides deep insights into customer behavior by aggregating data from various sources, giving you a 360-degree view of customer health and allowing proactive intervention. Gainsight also automates key CS processes, enabling you to scale your CS operation, delivering more value with the same team. This laser focus is essential for building customer lifetime value.
Totango has awful navigation and didn't even have a logical sense in a lot of instances.
Cheat Sheet is beneficial to quickly access a summary of customer information before essential meetings or escalations. I appreciate how easy it is to access this functionality from the Gainsight/Salesforce widget. Cheat Sheet has made a positive impact for my team because it saves a lot of time for my CSMs during meeting preparation. Previously, they would spend 45 minutes creating an Executive Summary in Word or Google Docs, now it's available instantly.
The implementation of in-app NPS and engagements through Gainsight's PX platform has been a significant success for us. These initiatives have not only enhanced our data collection and customer engagement but also enabled us to share information with our customers instantaneously. This is a huge win and a testament to our successful stories over the past six months.
Meeting assist has been working really well for us. One of our big pain points is reducing admin workload. Having meeting notes go automatically into timeline entries has been a big time saver!
We finished our onboarding project, ensuring a smooth changeover and creating a strong base for our future use of the tools. Our team was great, and their dedication made the process easy and efficient, leaving us ready to use the features moving forward.
Gainsight does AI very well. It's the best tool I've seen yet and I use it as an example all the time of good AI.
The AI features of Gainsight, particularly the cheat sheets and text analytics, have been a big hit, providing valuable, highly quantitative insights. These tools have been instrumental in our customer success management, even contributing to initiatives like the Kudos awards.
Staircase does an amazing job at taking all of our data and converting it into useable information. The insights they raise about our customers are so valuable, it's like having another set of eyes watching and caring for our customers!
Gainsight’s AI tools have also helped make CSMs’ lives easier by delivering deep dive information on customers: Gainsight AI was really powerful for us to really understand what’s going on with our customers. Even when a CSM thinks they know everything about the account, Gainsight’s AI tools tell them more.
Color and graphic representation and charts are easily understandable. The GainSight dashboard is useful. I can drill into data, add actions and activities which track what I need to do for customers. Calendar widget again has been a bit of a win. The reporting dashboards are extremely helpful under the usage (tableau integration). If you're on customer calls for example, and a CSMs we often have a lot of customers, and somebody asks a question, just having that 360 view and a very top level overview has been really valuable. Subsequent to meetings I give myself tasks to do. So when I come in, whether it's on Monday or whatever day of the week, I can just look at my to do list. I think that's really valuable.
Staircase AI offers real-time, precise insights about selected customers, while Gainsight CS simplifies and automates our customer management tasks. The combination of these solutions allows us to take our CX practice to the next level, managing risk and opportunity while staying efficient and optimizing our resources. I’m very excited to see what’s next to come.
With Gainsight, we've simplified our NPS processes, reducing the hassle and seeing a consistent rise in scores. The Scorecard Optimizer is like AI magic for our scorecards, confirming our metrics easily.
The evolution of Gainsight from a customer success platform to a full product suite, encompassing community and education, has been an exciting journey for us. This expansion has allowed us to merge separate tools into one seamless customer experience. As we continue to create valuable content, we are now able to distribute it more effectively, reaching more eyes and engaging more users. This in-product strategy is where our content will get the most visibility, supporting our focus on customer retention and growth.
What do you like best about the product?
It is a tool that literally advances the CSM's life on a daily basis. We have access to previous contact records, powerful integrations such as dashboards considered essential for communicating with our customers, and we also have the ability to be evaluated by our customers.
What do you dislike about the product?
I have problems with my update data sometimes, the productivity dashboards don't update and I don't know if it's some configuration that I'm missing, but I often update a CTA from my cockpits and it's not reflected in the dashboard.
What problems is the product solving and how is that benefiting you?
It is a tool that literally advances the CSM's life on a daily basis. We have access to previous contact records, powerful integrations such as dashboards considered essential for communicating with our customers, and we also have the ability to be evaluated by our customers.