Customer love for Gainsight

What do you like best about the product?

Deep insights within our own data - because of the level of configurability, we can drive to very discrete data in our environments that enables us to surface important data on a daily basis. This has helped us measure very small movement each day in an automated way. Previously, we were measuring some of the same items monthly with a heaving human lift to get the data. This has enabled us to scale customer success and make data driven decisions otherwise not possible.

What do you dislike about the product?

This is not so much a dislike but just a reality - due to the high level of configurability it takes significant effort to learn then apply those learnings to get out the data you need. This is not a plug and play app, it takes knowledge and time to set it up to get out meaningful data.

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

It is telling us what our customers are using, when, and how often. This has been helping in enabling proactive outreach through the automated CTAs, helping focus our team on the actions that matter most.

What do you like best about the product?

You can build out an extremely visually appealing space that customers can identify with.

What do you dislike about the product?

Nothing at this time. We are still building our community out so haven’t run into any roadblocks yet.

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

We are trying to leverage it for scaling our digital CS programs.

What do you like best about the product?

comprehensive learning tools in order to enhance the customer knowledges and experience with a user-friendly platform , simple and it helps the customer as well to stay focused and updated on the latest trends.

What do you dislike about the product?

some needs are not fully addressed in case there are delays in updating content, and it will impact his experience.

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

By providing ongoing education, Skilljar helps maintain customer engagement and fosters loyalty. Regular training opportunities can improve customer satisfaction and decrease churn rates.

What do you like best about the product?

Gainsight's Customer Education is practical, clear, and directly applicable to my day-to-day work as a data analyst in a cybersecurity company. I especially appreciate the structured, easy-to-follow content and the real-world examples that help me get the most out of the platform's features, such as dashboards, reports, and data exploration. The self-paced modules and thorough documentation make it easy to learn and apply new capabilities efficiently.

What do you dislike about the product?

As a data analyst in a cybersecurity company, I actively use Gainsight for extracting insights, building reports, and working with dashboards. While I find the Customer Education resources helpful overall, I feel that some of the training materials are too basic for advanced users. I would appreciate more in-depth content, especially around complex reporting, data exploration, and best practices for leveraging dashboards at scale. More technical, real-life examples and hands-on exercises tailored for experienced users would make the learning experience even more valuable.

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

Gainsight Customer Education helps me quickly understand and apply platform features like dashboards and reporting, reducing ramp-up time and improving the accuracy and efficiency of my data analysis. It bridges knowledge gaps and enables me to get more value from the platform in my daily work.

What do you like best about the product?

Cockpit is helpful to prioritize the tasks Easy to view all details Good Insights for daily use support from team is good Easy to integrate with other tools

What do you dislike about the product?

Everything is good, but there is a scope of improvement for StaircaseAI

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

It helps us to give insights and all details that helps us to identify the health of customers and pro-actively mitigate the risk of churn

What do you like best about the product?

Gainsight is a powerful and customisable platform that’s helped bring consistency and structure to our customer success motion. I’ve found the tool extremely useful for day-to-day account management, tracking health and staying on top of renewals and customer engagement. It is customisable by individual CSM whilst providing consistency for leadership oversight in specific areas.

What do you dislike about the product?

The main area for improvement is the user interface, while feature-rich, it can sometimes feel unintuitive or overly complex, particularly for new users or those outside of CS. A more streamlined, user-friendly design would go a long way in improving adoption.

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

Single source of truth for all customer information

What do you like best about the product?

Gainsight offers a structured, scalable approach to managing customer success, making it easy to proactively address churn risks. Its health scoring, journey orchestration, and CTA workflows are intuitive and actionable.

What do you dislike about the product?

The interface can feel a bit clunky and unintuitive at times, especially for new users. Some configurations require too many clicks or manual steps.

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

Gainsight helps us track customer health scores and proactively manage at-risk accounts. This has improved retention and enabled our teams to deliver more personalized support

What do you like best about the product?

Gainsight doesn’t just give you vibes about how your customers are doing—it gives you data-backed Customer Health Scores that combine usage, sentiment, support tickets, and more. It's like a sixth sense for churn risk. No more jumping between Salesforce, Slack, and five Excel tabs. Gainsight brings everything into one neat dashboard—think of it as the command center for your customer universe.

What do you dislike about the product?

To truly make Gainsight sing, you need solid ops support or a dedicated admin. If your company doesn’t have that? Good luck trying to build advanced playbooks or workflows without wanting to yeet your laptop.

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

Solution: Gainsight gives you dynamic Customer Health Scores that pull from real-time data—product usage, NPS, support tickets, you name it. Benefit: I can proactively spot red flags before a renewal convo even hits the calendar. No more "I didn't know they were unhappy" panic attacks. Solution: Automated Playbooks, Email Cadences, and CTAs help CSMs scale without sounding like robots. Benefit: I stay in touch consistently, personalize at scale, and save brain space for strategic convos instead of repetitive admin work. My KPI game? Leveled up.

What do you like best about the product?

Gainsight helps track customers, customize workflows, and boost success.

What do you dislike about the product?

Takes time to learn; powerful but can be slow, improving steadily.

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

Gainsight helps us scale customer success, spot risks early, automate tasks, improve retention, and unify teams with shared data.

What do you like best about the product?

It makes it easy for larger teams to be able to track insights, communications and other key indicatiors

What do you dislike about the product?

sometimes have to use in the salesforce dash and not natively

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

When working at a large scale enterprise teams, it gives you a primary source of truth to be able to action needed items.

What do you like best about the product?

the ability to set up automated CTAs for our CSMs to be more proactive. Ease of logging customer communication. From the operations side, reporting is more accessible and running NPS and CSAT is more streamlined.

What do you dislike about the product?

I find that to get the full value from gainsight it's important to have a highly trained Gainsight Admin internally. We are extremely lucky to have one who teaches us best practices and tips & tricks everything.

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

From an operations perspective we are more streamlined and can report on outcomes quicker and easier. There is greater visibility for CSMs working on mutli regional accounts through Gainsight which benefits the whole business.

What do you like best about the product?

It’s fast and reliable. Easy to use. Best

What do you dislike about the product?

So far I did not dislike anything. Maybe I would appreciate if I get responses within a day.

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

Software issues and database connections, platform visualisation

What do you like best about the product?

I love the ability to create custom surveys, automated emails based on data, playbooks with actionable steps, and provide our CS team with in-depth insights into their customers. The CS end user experience is intuitive and the interface is clean, which makes it easier to have the team adopt the tool. Our team loves being able to get proactive alerts when there are things they need to address with a customer, instead of spending hours digging through reports and dashboards to see if anything has changed. The ability to integrate AI tools with Gainsight to extract valuable insights into other tools makes it seamlessly integrate with our overall business practices and give key insights to all members of our team. Gainsight has allowed us to take away administrative work and focus on ROI for our customers and proactive customer engagement.

What do you dislike about the product?

I like the out of the box features, but I wish there was more opportunity to customize them. The release of group send is amazing, but limiting to 5 filters to allow other users to access the tool is restrictive, and makes it more likely for users to email the wrong group of customers. Spaces also has the potential to be a powerful tool, but it doesn't allow for collaboration between our internal teams - we have no way to grant access to anyone with a viewer analytics license. Those little things would go a long way to adoption and stickiness of the tool with our team because we wouldn't have to continue to rely on tools outside of Gainsight. It makes my job harder as an admin when I keep having to say a tool doesn't work for our use case.

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

One problem Gainsight CS is helping us solve is having all relevant customer data in one location. Previously our team had to use up to 5 different pieces of software to gain the same insight they can in Gainsight. Another problem is the ability to scale our long tail customers, while still providing them with quality interactions. We have been able to use Gainsight to create quality engagements, sent to the right person at the right time, so we can scale our first class customer success to our smaller tier customers. Gainsight CS has also enabled us to identify and act on risk consistently using multiple data sources and actionable playbooks tailored to each specific type of risk. Gainsight is allowing us to provide our sales, professional learning, and CSM teams access to the same insights and have a common place to refer to for usage data, customer health, and insights.

What do you like best about the product?

Timeline is my favorite place! I have everything there from internal notes to external calls. I love the search option.

What do you dislike about the product?

I wish the dashboards loading was shorter.

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

I have all my customer data from features they purchased, renewal information to internal and external notes in one place.

What do you like best about the product?

I have been using Gainsight for more than 3 years now in different companies I have worked for. Gainsight has been an invaluable tool in helping me manage my accounts effectively. I like the timeline and cockpit feature. These are the two key components of Gainsight I use the most Timeline allows me to captures all customer interactions in one place, makes it easy, not only for me but also other stakeholders involved to track conversations, meetings, and key milestones. And Cockpit allows me to manage all my tasks and customer activities. Playbooks are extremely useful. It also helps me prioritize follow-ups, track progress of renewals, and stay on top of account health. Overall, it acts like a centralised data repository for better account understanding and enables easy teamwork across sales and CSM teams I am also liking the copilot feature on Gainsight

What do you dislike about the product?

While Gainsight is a powerful tool, there are a few areas where it could improve I waste so much of my time to update CTA - meaning it requires too many clicks. We use a Success Plan tab to keep track of customer use cases, it is very clunky, not at all user friendly and the options take time to load. The UI for Success Plan can be made better More APIs for integration would be helpful - ServiceNow or Jira. As of now it only integrates with Salesforce I train new CSM hires and the platform can be overwhelming for new users due to its many features and customization options. It takes some time to learn and fully leverage all the features

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

Gainsight for me is a one-stop destination for all my customer data. I get a 360 degree view of all the 25 accounts I handle. I am able to automate alerts and monitor health scores to identify at-risk accounts. I can streamline task management for efficient follow-ups. It also improves collaboration across teams and simplifies reporting, making it easier to track success metrics and drive better customer outcomes. My renewal rate is at 93%, thanks to Gainsight for that

What do you like best about the product?

it is so good to have visibility of challenges and query for this product

What do you dislike about the product?

Seems that most of the discussion have no clear answer

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

Communites make me aware of common topics and problem and usually im able to find some replay to better understand how to move forward

What do you like best about the product?

I used the resources offered by GS customer communities to search for information when I had doubts around features I was using to manage my clients relationships via GS. As a CSM I use GS everyday and counting on an active community of uses is a big advantage when it comes to solving common problems.

What do you dislike about the product?

At first it was not easy to find. But after I few online searches I learned of its existence

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

It helped me understand how the product works in details thanks to its documentation and the other product related questions made by previous users. If you have a technical doubt this is the best place to look for a solution

What do you like best about the product?

It is an easy and very effective way to gain knowledge on subjects of interest really appreciate such initiative and wish more people join this design educational program.

What do you dislike about the product?

Nothing to be honest. It is a breakthrough platform.

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

You know when you join.

What do you like best about the product?

I have a 360 degree view of all my accounts and I am always updated on what is happening in my account. I like how it integrates with Salesforce and Gong and the copilot helps me do my job more efficiently.

What do you dislike about the product?

Everything is great. We can work on certain more features like in built call analyser.

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

It helps in staying on top of my accounts. I get early warning signals, opportunities.

What do you like best about the product?

The ability to use it for proper forecast for my accounts - are they going to renew, and is there upgrade potential? As a result, I use the tool daily. Also - how easily accessible all of the data is for respective accounts, which is possible due to several integrations.

What do you dislike about the product?

Perhaps it could be simpler from a data or dashboard perspective, but maybe this relates to how our team implemented it. It can feel overwhelming at times.

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

It's giving regularly updated data on customer usage and compiling it all in a very accessible manner, so I can make accurate forecasts for all of my accounts. I can also quickly identify churn risk & upsell opportunities.

What do you like best about the product?

The most helpful thing about Gainsight Customer Communities is being able to connect with customers and let them express their opinions on certain topics. This will let the customer know it's easy to use when reaching out to a customer representative about anything they want to ask. One of the best upsides would be to create brand loyalty with the customers for them to be using the platform itself frequently.

What do you dislike about the product?

Least helpful thing would most likely be that most customers which are not Generation Z or Millenials would find a bit more difficult for them to enter these communities as of easy access and integration wise as other teenagers or people who are used to using technology. I believe that implementing a better resource and access for those who don't know about the website much will be something useful to use and have, with that Customer support is able to provide more information and help with that.

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

For example not bringing in enough attention to a product or just to a website itself where we are trying to grow as a organization where we need a much more specific target audience for the brand to grow and for loyalty to increase as well. Gainsight Customer Communities have benefited organizations like mine and others as well when it comes to knowing the opinions of those customers about potential hazards or just things we should improve on which is always the best thing a company can get, feedback from the audience to know what's right and wrong.

What do you like best about the product?

Gansight is easlithe best Learning Management System I have used. It is easy to set up, and all the controls and interface overall is intuitive to use.

What do you dislike about the product?

Nothing really. I think it works perfectly. Although, personally, I'd like to see the possibility of using more multimedia.

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

It helps us bridge the knowledge gap. Some customers barely read instructions and details Ankit some products. Gansight helps us create interactive learning to make sure they catch up with the knowledge requirements to use products better.

What do you like best about the product?

Gainsight CS consolidates and displays data in a manner in which the data is easy to consume and actionable. The ability to integrate with other applications and pull in data is great.

What do you dislike about the product?

I would like to see more integration/communications with Microsoft products such as Teams.

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

Gainsight CS solves the problem of not having a full view of our customer's health. It also solves for not having a consolidated view as it allows us to pull information from other applications. We also saw an increase in our NPS returns when we started surveying through Gainsight.