# Freshdesk Customer Success vs Gainsight Customer Success Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Gainsight Customer Success excels in providing a structured approach to managing customer relationships, with features like the **Rules Engine** and **Journey Orchestrator** allowing for effective automation and oversight of customer success managers' activities.
- **Users say** Freshdesk Customer Success stands out for its user-friendly interface, making it easy to manage large support teams and track customer inquiries. Reviewers appreciate the platform's straightforward setup process, which is guided effectively, enhancing the overall user experience.
- **According to verified reviews** , Gainsight's robust analytics capabilities give users visibility into customer health and engagement, which is crucial for proactive customer retention. This is highlighted by users who describe it as the backbone of their customer success strategy.
- **Reviewers mention** that while Freshdesk offers a clean and attractive interface, it may not provide the same depth of customer success features as Gainsight, particularly for organizations focused on strategic outcomes and long-term customer engagement.
- **G2 reviewers highlight** that Gainsight has a significantly higher overall satisfaction score, reflecting its strong market presence and the trust it has built among mid-market users, who make up a large portion of its customer base.
- **Users note** that Freshdesk's customer support is highly responsive, which is a critical factor for teams needing quick assistance. This level of support is frequently praised, making it a reliable choice for businesses prioritizing immediate help and guidance.



| | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 22 | 1,754 | 
| **Largest Market Segment** | Mid-Market (40.9% of reviews) | Mid-Market (57.7% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Freshdesk Customer Success

Pros:
- Case Management (2 reviews)
- Ease of Use (2 reviews)

Cons:
- Difficult Reporting (1 reviews)
- Slow Performance (1 reviews)

### Gainsight Customer Success

Pros:
- Ease of Use (96 reviews)
- Centralized Information (53 reviews)

Cons:
- Not Intuitive (24 reviews)
- Missing Features (22 reviews)

---
## Ratings Comparison
| Rating | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
  | **Meets Requirements** | 8.9 (17 reviews) | 8.6 (1375 reviews) | 
  | **Ease of Use** | 9.6 (17 reviews) | 8.0 (1460 reviews) | 
  | **Ease of Setup** | 7.6 (7 reviews) | 6.7 (735 reviews) | 
  | **Ease of Admin** | Not enough data | 6.9 (646 reviews) | 
  | **Quality of Support** | 8.7 (17 reviews) | 8.6 (1225 reviews) | 
  | **Has the product been a good partner in doing business?** | Not enough data | 9.0 (656 reviews) | 
  | **Product Direction (% positive)** | 10.0 (14 reviews) | 9.2 (1373 reviews) | 

---
## Pricing

### Freshdesk Customer Success

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Gainsight Customer Success

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Customer Success

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk Customer Success** | 8.9/10 | 13 |
| **Gainsight Customer Success** | 8.0/10 | 1259 |

#### Customer Information

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Customer Health Scores** | 8.9 (12 reviews) | 8.6 (1147 reviews) ✓ Verified | 
| **Customer Monitoring** | 9.2 (12 reviews) | 8.5 (1088 reviews) ✓ Verified | 
| **Customer Profiles** | 9.3 (12 reviews) | 8.4 (1080 reviews) ✓ Verified | 
| **Playbooks** | 9.0 (10 reviews) | 8.2 (1068 reviews) ✓ Verified | 
| **Customer Segments** | 9.0 (10 reviews) | 8.1 (937 reviews) ✓ Verified | 
| **Product Engagement** | 9.0 (10 reviews) | 7.9 (925 reviews) ✓ Verified | 
| **Surveys** | 9.2 (10 reviews) | 8.0 (948 reviews) ✓ Verified | 

#### Predictions

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Churn Risk** | 8.6 (11 reviews) | 8.0 (969 reviews) ✓ Verified | 
| **Upsell Opportunities** | 8.8 (10 reviews) | 7.4 (842 reviews) ✓ Verified | 
| **Custom Triggers** | 8.7 (10 reviews) | 8.1 (908 reviews) ✓ Verified | 
| **Machine Learning** | 8.3 (10 reviews) | 6.9 (663 reviews) ✓ Verified | 

#### Platform

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Reporting & Dashboards** | 8.5 (10 reviews) | 8.3 (1139 reviews) ✓ Verified | 
| **API & Integrations** | 8.9 (11 reviews) | 7.9 (1012 reviews) ✓ Verified | 
| **Data Import & Export Tools** | 8.8 (11 reviews) | 7.8 (982 reviews) ✓ Verified | 
| **Workflow Capability** | 9.1 (11 reviews) | 8.2 (1019 reviews) ✓ Verified | 
| **Notifications** | 8.8 (10 reviews) | 8.1 (1034 reviews) ✓ Verified | 
| **Customization** | 8.8 (10 reviews) | 8.0 (1054 reviews) ✓ Verified | 
| **Scalability** | 8.8 (10 reviews) | 8.6 (1042 reviews) ✓ Verified | 
| **Data Security** | 9.7 (10 reviews) | 8.6 (933 reviews) ✓ Verified | 
| **Performance & Reliability** | 8.3 (11 reviews) | 8.4 (1054 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.0 (10 reviews) | 8.4 (1023 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **AI Text Generation** | 8.9 (6 reviews) | 6.9 (298 reviews) | 
| **AI Text Summarization** | 9.0 (7 reviews) | 7.2 (299 reviews) | 

#### Agentic AI - Customer Success

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.4 (14 reviews) | 
| **Multi-step Planning** | Not enough data | 7.3 (13 reviews) | 
| **Cross-system Integration** | Not enough data | 8.6 (15 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (13 reviews) | 
| **Proactive Assistance** | Not enough data | 7.6 (14 reviews) | 

### Customer Revenue Optimization

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk Customer Success** | N/A | N/A |
| **Gainsight Customer Success** | 7.7/10 | 191 |

#### Sales Team

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Flexible Sales Process** | Not enough data | 7.8 (108 reviews) | 
| **Training Mode** | Not enough data | Feature Not Available | 
| **Playbooks** | Not enough data | 7.9 (145 reviews) | 

#### Intelligence

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Opportunity Identification** | Not enough data | 7.8 (130 reviews) | 
| **Zero-touch Renewals** | Not enough data | 6.8 (115 reviews) | 
| **Smart Content** | Not enough data | 7.6 (108 reviews) | 

#### Mapping

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Multiple Org Charts** | Not enough data | 7.5 (117 reviews) | 
| **Stakeholder Roles** | Not enough data | 8.1 (129 reviews) | 

#### Agentic AI - Customer Revenue Optimization

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Experience Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk Customer Success** | N/A | N/A |
| **Gainsight Customer Success** | 7.7/10 | 214 |

#### Analytics

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Net Promoter Score (NPS)** | Not enough data | 8.8 (174 reviews) | 
| **Customer Satisfaction (CSAT) Score** | Not enough data | 8.6 (151 reviews) | 
| **Customer Effort Score (CES)** | Not enough data | 7.9 (123 reviews) | 
| **Gamification** | Not enough data | 6.8 (111 reviews) | 

#### Customization

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Stakeholder Management** | Not enough data | 8.1 (144 reviews) | 
| **Multilanguage Support** | Not enough data | 7.7 (104 reviews) | 
| **Multiple Branding Support** | Not enough data | 7.6 (102 reviews) | 
| **Vertical-specific Solutions** | Not enough data | 7.6 (97 reviews) | 

#### Generative AI

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.0 (47 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (49 reviews) | 

#### Agentic AI - Experience Management

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Proactive Customer Retention

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk Customer Success** | 9.2/10 | 5 |
| **Gainsight Customer Success** | 8.8/10 | 40 |

#### Platform

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Health Score** | Not enough data | 9.6 (35 reviews) | 
| **Customer Profiles** | 9.0 (5 reviews) | 10.0 (16 reviews) | 
| **Notifications** | Not enough data | 9.5 (20 reviews) | 

#### Predictions

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Service Quality Assurance** | Not enough data | 8.9 (16 reviews) | 
| **Analytics** | Not enough data | 8.6 (24 reviews) | 
| **Revenue Impact** | Not enough data | 8.6 (16 reviews) | 
| **Artificial Intelligence** | Not enough data | 9.1 (25 reviews) | 
| **Sentiment** | Not enough data | 8.9 (17 reviews) | 
| **Retention** | 9.3 (5 reviews) | 9.5 (26 reviews) | 

#### Generative AI

| Feature | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.2 (7 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (9 reviews) | 

---
## Categories
**Shared Categories (2):** [Customer Success Software](https://www.g2.com/categories/customer-success), [Proactive Customer Retention Software](https://www.g2.com/categories/proactive-customer-retention)


**Unique to Gainsight Customer Success (2):** [Customer Revenue Optimization (CRO) Software](https://www.g2.com/categories/customer-revenue-optimization), [Experience Management Software](https://www.g2.com/categories/experience-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk Customer Success | Gainsight Customer Success | 
|---|---|---|
| **Small-Business** | 31.8% | 9.0% | 
| **Mid-Market** | 40.9% | 57.7% | 
| **Enterprise** | 27.3% | 33.3% | 

### By Industry

#### Freshdesk Customer Success

- **Information Technology and Services:** 22.7%
- **Computer Software:** 13.6%
- **Consumer Services:** 9.1%
- **Accounting:** 9.1%
- **Telecommunications:** 4.5%
- **Real Estate:** 4.5%
- **Market Research:** 4.5%
- **Logistics and Supply Chain:** 4.5%
- **Health, Wellness and Fitness:** 4.5%
- **Food & Beverages:** 4.5%
- **Other:** 18.2%

#### Gainsight Customer Success

- **Computer Software:** 38.6%
- **Information Technology and Services:** 19.9%
- **Marketing and Advertising:** 4.2%
- **Computer & Network Security:** 3.6%
- **Telecommunications:** 3.5%
- **Internet:** 3.2%
- **Hospital & Health Care:** 2.6%
- **Financial Services:** 2.5%
- **Education Management:** 1.8%
- **E-Learning:** 1.3%
- **Other:** 18.7%

---
## Alternatives

### Alternatives to Freshdesk Customer Success

- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2918 reviews)
- [Planhat](https://www.g2.com/products/planhat/reviews) — 4.5/5 stars (954 reviews)
- [ChurnZero](https://www.g2.com/products/churnzero/reviews) — 4.7/5 stars (1608 reviews)
- [Totango](https://www.g2.com/products/totango/reviews) — 4.3/5 stars (1150 reviews)
- [Vitally](https://www.g2.com/products/vitally/reviews) — 4.5/5 stars (705 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [ClientSuccess](https://www.g2.com/products/clientsuccess/reviews) — 4.4/5 stars (424 reviews)
- [Custify](https://www.g2.com/products/custify/reviews) — 4.7/5 stars (523 reviews)
- [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) — 4.3/5 stars (751 reviews)
- [Catalyst](https://www.g2.com/products/totango-catalyst/reviews) — 4.5/5 stars (660 reviews)

### Alternatives to Gainsight Customer Success

- [ChurnZero](https://www.g2.com/products/churnzero/reviews) — 4.7/5 stars (1608 reviews)
- [Totango](https://www.g2.com/products/totango/reviews) — 4.3/5 stars (1150 reviews)
- [Custify](https://www.g2.com/products/custify/reviews) — 4.7/5 stars (523 reviews)
- [Planhat](https://www.g2.com/products/planhat/reviews) — 4.5/5 stars (954 reviews)
- [Vitally](https://www.g2.com/products/vitally/reviews) — 4.5/5 stars (705 reviews)
- [Catalyst](https://www.g2.com/products/totango-catalyst/reviews) — 4.5/5 stars (660 reviews)
- [ClientSuccess](https://www.g2.com/products/clientsuccess/reviews) — 4.4/5 stars (424 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2918 reviews)
- [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) — 4.3/5 stars (751 reviews)
- [Qualtrics Market Research](https://www.g2.com/products/qualtrics-market-research/reviews) — 4.4/5 stars (3018 reviews)

---
## Top Discussions

### Freshdesk Customer Success

- Title: [Is customer success same as customer support?](https://www.g2.com/discussions/is-customer-success-same-as-customer-support) — 1 comment
  > **Top comment:** "No, customer success and customer support are not the same things in the context of Freshdesk or any other customer service software.

Customer support..."

### Gainsight Customer Success

- Title: [What is Gainsight used for?](https://www.g2.com/discussions/what-is-gainsight-used-for) — 2 comments
  > **Top comment:** "Organizing information about customers to help those managing the account to document progress."
- Title: [What is Gainsight PX?](https://www.g2.com/discussions/gainsight-what-is-gainsight-px) — 2 comments *(includes official response)*
  > **Top comment:** "Gainsight PX provides businesses with product analytics, digital in-app engagements and user feedback capabilities to accelerate time-to-value, drive product..."
- Title: [What is Gainsight software?](https://www.g2.com/discussions/what-is-gainsight-software) — 2 comments
  > **Top comment:** "Gainsight is a software created specifically to cater to Customer Success teams within the SaaS market."
- Title: [How do we import notes from our previous history of customer data into gainsites newsfeed](https://www.g2.com/discussions/how-do-we-import-notes-from-our-previous-history-of-customer-data-into-gainsites-newsfeed) — 2 comments, 1 upvote
  > **Top comment:** "You could export those comments along with a customerID to a CSV file, post to S3 and ingest into Gainsight that way.  Depending on where you want it..."
- Title: [Is there a way I can have my checked off CTAs in cockpit disappear immediately?](https://www.g2.com/discussions/52149-is-there-a-way-i-can-have-my-checked-off-ctas-in-cockpit-disappear-immediately) — 1 comment, 1 upvote
  > **Top comment:** "I have invested with some scam brokers in the past, and the story is as horrific as the ones i have read because i went through the ordeal myself. I lost..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-customer-success-vs-gainsight-customer-success)