Customer love for Gainsight

What do you like best about the product?

I like that it integrates well with salesforce

What do you dislike about the product?

I dont like how after you complete a risk CTA or some other tools they disapear and you cannot find them again

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

Gainsight allows me to see the data from my book of business in bigger chunks, and then break it down. It also stores emails and calls, so we can quickly refer back to it

What do you like best about the product?

Gainsight's best qualifications are that it is easy to use and easy to implement and has great customer support. i am able to use this daily and it has a number of features that i have come to rely on. this was easily integrated into our organization.

What do you dislike about the product?

with any new software it can be complicated to navigate until you become familiar with how it operates but this is very user friendly once you are familiar.

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

this solves the problem of organization and having to remember large amounts of data for customers

What do you like best about the product?

Everything stored on one place. Great analytics dashboards which give you an overview of your clients health and NPS. Easy to create reports and good integrations with other tools like Zendesk and Salesforce.

What do you dislike about the product?

Can't think of anything I dislike at this stage

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

Storing comms, logging CTAs and success plans, keeping track of all your tasks and having a holistic overview of your clients

What do you like best about the product?

Extremely comprehensive tool for monitoring the activity of my portfolio. It allows for easily linking the tracking of macro KPIs to more granular data, in order to identify the priorities to act upon. I particularly use the health score, alerts, and the implementation of strategic plans.

What do you dislike about the product?

As with any advanced tool, it takes some time to get the hang of it. But that is quickly forgotten.

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

As a CSM, I have many topics to manage in parallel across several clients. It's difficult to prioritize. Gainsight Customer Success allows me to easily identify my priorities.

What do you like best about the product?

The leap forward in customer training that Skilljar allowed was customizing the interface for our users. The API connections pull data for each user, so we can send them to the right landing page, and the most appropriate training will be highlighted on those pages. This wasn't possible with our previous system, and our customers are already commenting on this six weeks into our use. The UX is also very intuitive, and the implementation team helped us customize it to exactly how we need it. It gets our customers to the right training faster.

What do you dislike about the product?

The thing I would most love to see added to the platform is a role that allows customer admins to assign their teams training without needing to be admins in the full system. That would be very helpful.

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

Skilljar is helping us get the right training to the right people in a more efficient way than we've ever been able to do it before. The catalog pages and learning paths make it very easy for our internal teams and customers to find exactly what they need. The more customers can find the right training, the more they will use MasterControl, and the better our retention rates will be.

What do you like best about the product?

Gainsight does everything you need fundamentally, from giving you an overarching view of your account base to building out your health score and actionable operational items. It's easy to setup, and a blast to learn about. We use it daily within our organization and will continue to grow our utilization. Whenever we face an issue or a question, Gainsight support is there to help!

What do you dislike about the product?

There is definitely room for improvement in the Digital Journey area

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

Identifying and tracking customer health metrics and KPIs Monitoring support interactions Managing CSAT and NPS Tracking engagement

What do you like best about the product?

It's pretty user-friendly and easy to navigate. From an admin/ops perspective, the rules engine, connectors, and native functions (Journey Orchestrator, CTAs, Success Plans, etc.) are valuable and help focus the CSMs appropriately.

What do you dislike about the product?

I wish there were more field-specific audit functions for admins. Determining who made changes to specific fields can be challenging.

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

Onboarding messaging, lifcecycle management, risk identification and mitigation, churn analysis, managing to the customer's business objectives.

What do you like best about the product?

Very easy for a non-technical leader to implement with little dev resources required; OOTB integrations are super easy. custom pages are a big new development win!

What do you dislike about the product?

Biggest opportunities for Gainsight to tackle are 1) better way to discover & connect with members e.g. directory 2) better user group event functionality so buying seperate platforms to support isn't required

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

Self-serve support for customers via peeer discussion forums, submitting product ideas to contribute customer-led feedback to our roadmap

What do you like best about the product?

The ease of setup, migration from our old LMS vendor and most importantly, learner experence and outreach.

What do you dislike about the product?

Some customizable reporting features, The ability to mark one or more learners complete in a course in one shot, having more than one "enrollment" form for different audiences instead of having a custom one built that needs to serve all audiences.

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

We are able to reach a much larger audience at a much lower cost than we could previously with our previous LMS vendor. By training this extended audience it enables them to be better educated on our platform and therefore recommends our platform to the state, which it turs re-sign another annual contract with our company keeping returning revenue.

What do you like best about the product?

The ability to see an account from a holistic perspective. "Great the account is growing, but there have been multiple issues with production releases." Having all different kinds of information in the timeline helps new account owners get up to speed. The ability to integrate with Gmail is a blessing, especially when an important email needs to be logged, but it's the end of the day and I'm running out of the house. Especially useful when CSMs are all communicating the same things to clients and there is consistency. Tagging fellow account managers or other team members in weekly updates and having that go directly to their email inbox is amazing, even when those users do not have GS.

What do you dislike about the product?

Analytics views can go clunky -- especially with when new months are "incomplete" with data, if I show this to a client, they tend to think "something is wrong!" and I have to explain, no, June data is still coming in. Saving "views" in metrics dashboards can be annoying. I don't need to keep a certain company saved in the view, when many of us CSMs have multiple clients.

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

Allowing me to capture a 360 scan of my client's health. And if I ever move on to other accounts and need to hand-off a current one, I'm of the firm belief that the new CSM will quickly get up to speed!

What do you like best about the product?

Certainly the good customer service. Every customer gets their own CSM who is always there to help and advise them. The software itself does everything it needs to do. It has a clear administration interface that is kept very modern. In addition, Gainsight is always trying to implement new features that make handling even easier and better.

What do you dislike about the product?

There is a bit of a lack of functionality in some areas, but this can be largely ignored

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

The exchange of information and assistance is possible both between us and our customers, and between customers themselves. This significantly reduces the workload on our support team

What do you like best about the product?

The platform is very easy to use, comes with a lot of features, and the support we receive is fantastic. The platform has scaled with us really quickly, and all of our members are very happy with it too. Our CSM, Oliver, is especially brilliant — whether it is his client management, response time, creativity, or ideation, he's really on the ball. Plus, he's a lovely person.

What do you dislike about the product?

There isn't anything to dislike, really. We have a few features on our wishlist, but Rome wasn't built in a day.

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

We are utilizing the community as much as possible. This includes ticket deflection for our Customer Experience team, knowledge base content by our Customer Education team, beta groups and discovery questions by our Product teams, and much more.

What do you like best about the product?

I've been using Gainsight CS for a number of years and it truly allows customer success teams to take their customer relationships to the next level. In terms of usability, Gainsight’s interface is intuitive and user-friendly. Navigating through features is easy, even for new team members. Gainsight Home, C360, and customizable dashboards provide holistic views of customer health, making it easy to identify areas that need attention. Gainsight is extremely flexible and adapts to our unique business needs. It integrates with our disparate data sources and helps us define health scores, create playbooks, and automate tasks. The platform allows customization without complexity. It’s a great fit for both startups and established enterprises. Gainsight equips us with robust analytics, automation, and voice-of-customer tools. This allows us to proactively address issues, prevent churn, and drive product adoption. Overall, Gainsight CS has become an indispensable part of our customer success strategy. I use it multiple times a day. Highly recommended! 👍

What do you dislike about the product?

Gainsight has come a long way with their user interface but there are still some admin features that are click heavy and some error messages that aren't informative enough, requiring an admin to contact Gainsight support.

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

Gainsight provides us with a single pane of glass to see all customer interactions, surveys, usage data, subscriptions, renewal info, support cases, and more. This level of visibility is not available in any other system, not even Salesforce. The dashboards allow us to run the business effectively and give us the tools we need to manage performance and drive customer outcomes.

What do you like best about the product?

Ease of use and how responsive the team is.

What do you dislike about the product?

Going through hoops to setup an AI vendor due to privacy laws.

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

It's helping solve for customer sentiment, particularly around areas where account teams are lacking visibility or sharing across teams, which makes us better equipped to respond holistically as a business.

What do you like best about the product?

The insights it finds and raises from day-to-day communications are key to maintaining good visibility to all of your customers.

What do you dislike about the product?

Teams can be hesitant to adopt new and additional tools. I would suggest to use the alerts and to use it as part of your Account Review process to get the most from it.

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

This allows us to have more visibility to the important things for all our customers. The data that tells the story of your customers is unstructured and all over the place. This turns that into actionable insights to help you and your team stay up to speed with everything going on with your customers.

What do you like best about the product?

Easy to customize and set up. Administration controls are easy to use and you can customize with little to no complex code. Analytics and exports are excellent. Feature-rich with moderation tools, custom pages, email campaigns, and FederatedSearch, unifying multiple information silos into a single search box. Customer Support and Customer Success has been excellent as well.

What do you dislike about the product?

It's a growing platform in active developement, there isn't much to dislike that won't be addressed soon. Particularly with more analytics on the way!

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

We are unifying all information through the community, having one place to get all customer-facing information. This is increasing awareness of product releases and workflows, it also streamlines customer responses to questions and helps ticket deflection from Support back to the Community.

What do you like best about the product?

The analytics and automation are the best modules with in gainsight apart from that the after sales support thats need to an admin is always available like support chat, tickets and even admin office hours for us to help in any configuration part. The gainsight documentation is well designed and easy to understand.

What do you dislike about the product?

There is nothing that I dislike at this time.

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

It assists organisations in retaining customers, increasing brand loyalty, and enhancing customer satisfaction. It can also help organisations find areas for improvement and learn about their customers' requirements and preferences.

What do you like best about the product?

As a telco company in Luxembourg, we need to work in 3 languages. The FAQ feature of Gainsight CC has been really good for that. Whether it’s for tutorials, product information, or general updates, we have been able to wirte about all the topics we need to. Furthemore, the support team and our customer success manager have been super helpful whenever we needed assistance. Their response time and expertise have made a huge difference in our experience.

What do you dislike about the product?

While the tool is easy to use, the text editor could have some upgrades, particularly in how it handles embedding content. Finishing a full article can sometimes be difficult, especially when embedding pictures, icons, and videos.

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

Gainsight CC is mostly helping our customer service by providing an easy-to-use FAQ feature. This is the feature we are using the most. This tool allows our customers to find answers to their questions and resolve their issues without needing to call our helpline or visit a store. It does not solve heavy and complex issue but the maing goal for us is to reduce the workload on our support team and give our customers autonomy on simple subject.

What do you like best about the product?

The people! Our CSM was responsive and connected us with all the right players to get the work done.

What do you dislike about the product?

I had high hopes for reports, but maybe we have a unique use case that's hard to meet. However, the team made us some fantastic custom reports that hit the mark.

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

We use gainsight for our customer support team's LMS. We're able to load up content, make adjustments, and assign things out as needed. We use the data to track performance.

What do you like best about the product?

I like how easy it is to create courses and share them with our users.

What do you dislike about the product?

There is nothing that I dislike at this time.

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

Gainsight is solving our time spent onboarding users to our platform as well as helping with continued education for our users.

What do you like best about the product?

Customer success plans are the best part

What do you dislike about the product?

Usability a bit archaic and too many key clicks

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

Customer success plans

What do you like best about the product?

Gainsight is a valuable tool to keep us organized and relevant for our customers. It helps us create valuable content and plans to make us and our client partnerships successful.

What do you dislike about the product?

Having it cuatomizable is a valuable tool; however it would be great to have input on best use practices to continue to evolve our personal system.

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

As mentioned before it helps me stay organized and build valuable content

What do you like best about the product?

Gainsight allows CSM's to manage their book of business effectively and efficiently.

What do you dislike about the product?

Some product may be difficult to set up within gainsight.

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

Easy view access to dashboards with important data

What do you like best about the product?

The Customer Success platform enables my team to be smarter with customer satisfaction. We are smarter and better equipped to meet and document objectives.

What do you dislike about the product?

There are some quirks and items that are limited to roles or licenses and prevent us from expanding company-wide.

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

A single location for all of my CS needs

What do you like best about the product?

It supports my company's goals - Gainsight CC is sympathetic to a SAAS community's objectives and goals: their list of SAAS customers using their product illustrates this. From the beginning, they were able to easily shape the success plan for my new community and immediately understood the priorities and mission that we were aiming to achieve. The integration with Salesforce has also made life easier for us so we can maintain our knowledge base there. I've had an excellent CSM, Vishwas Katti, working with me too, and Hugo in Support are both a credit to the team.

What do you dislike about the product?

Visibility of who is who in the community. It doesn't include a public directory. One of our aims is for our customes to build contacts, network with each other in order to share best practice and support each other. We have numerous customer segments and connecting people to people easily would make our community more effective. Multi-lingual functionality was a highly anticipated recent development but sadly doesn't quite deliver the minimum requirement from a UX perspective. Something that is still in dev though so I will keep my eye out for that.

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

It represents a 1-many communication tool enabling us to scale. Too much time is taken answering the same questions from multiple customers. If solutions to questions exist in the community, we can continually use this content to direct customers to so we can focus on more important tasks like supporting our customer success plans. Self-resolving questions: not only can our community answer questions where there is a gap in product knowledge, but when another customers them, that's the perfect scenario. Sharing best practice and connecting customers to help support each other and learn and be inspired to adopt new product features - but we've only just scratched the surface here.