# Gainsight Customer Success vs ZapScale Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Gainsight Customer Success excels in providing a structured approach to managing customer accounts, with features like the **Rules Engine** and **Journey Orchestrator** allowing for automation of activities, which is particularly beneficial for high-touch customer success managers.
- **Users say** that ZapScale offers a comprehensive 360° view of customers by integrating data from various sources such as CRM, support, and billing, making it easier for customer success teams to track and manage customer interactions effectively.
- **Reviewers mention** that Gainsight's visibility into customer activities helps teams measure performance and outcomes, which is crucial for strategic decision-making, while also highlighting the value of the **Pulse conference** for networking and learning within the customer success community.
- **According to verified reviews** , ZapScale's predictive analytics feature is a standout, helping customer success managers prioritize their efforts to mitigate churn and maintain positive customer relationships, which is essential for B2B companies.
- **Users appreciate** the ease of use and setup with ZapScale, noting its ready-made KPIs and playbooks that allow teams to quickly start driving customer success, contrasting with Gainsight's more complex setup process that some users find challenging.
- **Reviewers highlight** that while Gainsight has a strong overall satisfaction score, its implementation process can be slower compared to ZapScale, which is praised for its quick onboarding and user-friendly interface, making it a more accessible option for smaller businesses.



| | Gainsight Customer Success | ZapScale | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.8 out of 5 | 
| **Total Reviews** | 1,735 | 115 | 
| **Largest Market Segment** | Mid-Market (57.9% of reviews) | Small-Business (52.6% of reviews) | 
| **Entry Level Price** | No pricing available | $500.00 Per Month | 

---
## Top Pros & Cons

### Gainsight Customer Success

Pros:
- Ease of Use (302 reviews)
- Centralized Information (158 reviews)

Cons:
- Complexity (76 reviews)
- Limitations (75 reviews)

### ZapScale

Pros:
- Ease of Use (11 reviews)
- Insights (9 reviews)

Cons:
- Missing Features (4 reviews)
- Slow Performance (3 reviews)

---
## Ratings Comparison
| Rating | Gainsight Customer Success | ZapScale | 
|---|---|---|
  | **Meets Requirements** | 8.6 (1368 reviews) | 9.3 (108 reviews) | 
  | **Ease of Use** | 8.0 (1441 reviews) | 9.4 (109 reviews) | 
  | **Ease of Setup** | 6.7 (729 reviews) | 9.1 (74 reviews) | 
  | **Ease of Admin** | 6.9 (642 reviews) | 8.9 (29 reviews) | 
  | **Quality of Support** | 8.6 (1206 reviews) | 9.6 (107 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.0 (651 reviews) | 9.3 (29 reviews) | 
  | **Product Direction (% positive)** | 9.2 (1366 reviews) | 9.6 (108 reviews) | 

---
## Pricing

### Gainsight Customer Success

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### ZapScale

#### Entry-Level Pricing

Plan: Startup Plan

Price: $500.00 Per Month

Key Features:
- This pricing is for startups with upto 100 customers, ZapScale offers unlimited users in your organization, unlimited app integration & 1 day onboarding. You will be able to track upto 10 product features / event tracked & retain data for 90 days. Below is the detailed product feature list:
- Customer 360 view 
- Health Analytics 

[Browse all 2 editions](https://www.g2.com/products/zapscale/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Customer Success

| Product | Score | Reviews |
|---|---|---|
| **Gainsight Customer Success** | 8.0/10 | 1242 |
| **ZapScale** | 9.2/10 | 92 |

#### Customer Information

| Feature | Gainsight Customer Success | ZapScale | 
|---|---|---|
| **Customer Health Scores** | 8.6 (1137 reviews) ✓ Verified | 9.4 (91 reviews) | 
| **Customer Monitoring** | 8.5 (1081 reviews) ✓ Verified | 9.2 (89 reviews) | 
| **Customer Profiles** | 8.4 (1076 reviews) ✓ Verified | 9.1 (88 reviews) | 
| **Playbooks** | 8.2 (1068 reviews) ✓ Verified | 9.0 (89 reviews) | 
| **Customer Segments** | 8.1 (934 reviews) ✓ Verified | 9.2 (89 reviews) | 
| **Product Engagement** | 7.9 (922 reviews) ✓ Verified | 9.2 (88 reviews) | 
| **Surveys** | 8.0 (948 reviews) ✓ Verified | 8.9 (84 reviews) | 

#### Predictions

| Feature | Gainsight Customer Success | ZapScale | 
|---|---|---|
| **Churn Risk** | 8.0 (965 reviews) ✓ Verified | 9.3 (87 reviews) | 
| **Upsell Opportunities** | 7.4 (840 reviews) ✓ Verified | 9.0 (85 reviews) | 
| **Custom Triggers** | 8.1 (906 reviews) ✓ Verified | 9.2 (86 reviews) | 
| **Machine Learning** | 6.9 (662 reviews) ✓ Verified | 8.6 (81 reviews) | 

#### Platform

| Feature | Gainsight Customer Success | ZapScale | 
|---|---|---|
| **Reporting & Dashboards** | 8.3 (1128 reviews) ✓ Verified | 9.2 (90 reviews) | 
| **API & Integrations** | 7.9 (1001 reviews) ✓ Verified | 9.2 (90 reviews) | 
| **Data Import & Export Tools** | 7.8 (981 reviews) ✓ Verified | 9.1 (84 reviews) | 
| **Workflow Capability** | 8.2 (1009 reviews) ✓ Verified | 9.2 (87 reviews) | 
| **Notifications** | 8.1 (1033 reviews) ✓ Verified | 9.3 (87 reviews) | 
| **Customization** | 8.1 (1043 reviews) ✓ Verified | 9.1 (87 reviews) | 
| **Scalability** | 8.6 (1035 reviews) ✓ Verified | 9.0 (87 reviews) | 
| **Data Security** | 8.6 (933 reviews) ✓ Verified | 9.4 (86 reviews) | 
| **Performance & Reliability** | 8.4 (1051 reviews) ✓ Verified | 9.4 (87 reviews) | 
| **User, Role, and Access Management** | 8.4 (1022 reviews) ✓ Verified | 9.4 (88 reviews) | 

#### Generative AI

| Feature | Gainsight Customer Success | ZapScale | 
|---|---|---|
| **AI Text Generation** | 7.0 (296 reviews) | 9.1 (46 reviews) | 
| **AI Text Summarization** | 7.2 (299 reviews) | 9.1 (46 reviews) | 

#### Agentic AI - Customer Success

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

### Customer Revenue Optimization

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

#### Sales Team

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

#### Intelligence

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

#### Mapping

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

#### Agentic AI - Customer Revenue Optimization

| Feature | Gainsight Customer Success | ZapScale | 
|---|---|---|
| **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 |
|---|---|---|
| **Gainsight Customer Success** | 7.7/10 | 214 |
| **ZapScale** | N/A | N/A |

#### Analytics

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

#### Customization

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

#### Generative AI

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

#### Agentic AI - Experience Management

| Feature | Gainsight Customer Success | ZapScale | 
|---|---|---|
| **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 |
|---|---|---|
| **Gainsight Customer Success** | 8.8/10 | 33 |
| **ZapScale** | N/A | N/A |

#### Platform

| Feature | Gainsight Customer Success | ZapScale | 
|---|---|---|
| **Health Score** | 9.5 (29 reviews) | Not enough data | 
| **Customer Profiles** | 10.0 (13 reviews) | Not enough data | 
| **Notifications** | 9.5 (19 reviews) | Not enough data | 

#### Predictions

| Feature | Gainsight Customer Success | ZapScale | 
|---|---|---|
| **Service Quality Assurance** | 8.9 (16 reviews) | Not enough data | 
| **Analytics** | 8.8 (20 reviews) | Not enough data | 
| **Revenue Impact** | 8.6 (15 reviews) | Not enough data | 
| **Artificial Intelligence** | 9.2 (23 reviews) | Not enough data | 
| **Sentiment** | 8.9 (17 reviews) | Not enough data | 
| **Retention** | 9.4 (22 reviews) | Not enough data | 

#### Generative AI

| Feature | Gainsight Customer Success | ZapScale | 
|---|---|---|
| **AI Text Generation** | 6.2 (7 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (8 reviews) | Not enough data | 

---
## Categories
**Shared Categories (1):** [Customer Success Software](https://www.g2.com/categories/customer-success)

**Unique to Gainsight Customer Success (3):** [Customer Revenue Optimization (CRO) Software](https://www.g2.com/categories/customer-revenue-optimization), [Experience Management Software](https://www.g2.com/categories/experience-management), [Proactive Customer Retention Software](https://www.g2.com/categories/proactive-customer-retention)



---
## Reviewer Demographics

### By Company Size

| Segment | Gainsight Customer Success | ZapScale | 
|---|---|---|
| **Small-Business** | 9.0% | 52.6% | 
| **Mid-Market** | 57.9% | 45.6% | 
| **Enterprise** | 33.0% | 1.8% | 

### By Industry

#### Gainsight Customer Success

- **Computer Software:** 38.6%
- **Information Technology and Services:** 19.9%
- **Marketing and Advertising:** 4.3%
- **Computer & Network Security:** 3.6%
- **Telecommunications:** 3.6%
- **Internet:** 3.2%
- **Financial Services:** 2.5%
- **Hospital & Health Care:** 2.5%
- **Education Management:** 1.8%
- **E-Learning:** 1.4%
- **Other:** 18.7%

#### ZapScale

- **Information Technology and Services:** 36.8%
- **Computer Software:** 26.3%
- **Marketing and Advertising:** 12.3%
- **Financial Services:** 3.5%
- **Accounting:** 2.6%
- **Online Media:** 1.8%
- **Apparel & Fashion:** 1.8%
- **Consulting:** 0.9%
- **Animation:** 0.9%
- **Banking:** 0.9%
- **Other:** 12.3%

---
## Alternatives

### Alternatives to Gainsight Customer Success

- [ChurnZero](https://www.g2.com/products/churnzero/reviews) — 4.7/5 stars (1594 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 (501 reviews)
- [Planhat](https://www.g2.com/products/planhat/reviews) — 4.5/5 stars (926 reviews)
- [Vitally](https://www.g2.com/products/vitally/reviews) — 4.5/5 stars (696 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 (423 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) — 4.3/5 stars (751 reviews)
- [Qualtrics Strategy & Research](https://www.g2.com/products/qualtrics-strategy-research/reviews) — 4.4/5 stars (3016 reviews)

### Alternatives to ZapScale

- [Totango](https://www.g2.com/products/totango/reviews) — 4.3/5 stars (1150 reviews)
- [ChurnZero](https://www.g2.com/products/churnzero/reviews) — 4.7/5 stars (1594 reviews)
- [Vitally](https://www.g2.com/products/vitally/reviews) — 4.5/5 stars (696 reviews)
- [Planhat](https://www.g2.com/products/planhat/reviews) — 4.5/5 stars (926 reviews)
- [Catalyst](https://www.g2.com/products/totango-catalyst/reviews) — 4.5/5 stars (660 reviews)
- [Custify](https://www.g2.com/products/custify/reviews) — 4.7/5 stars (501 reviews)
- [ClientSuccess](https://www.g2.com/products/clientsuccess/reviews) — 4.4/5 stars (423 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Certinia PS Cloud](https://www.g2.com/products/certinia-ps-cloud/reviews) — 4.3/5 stars (712 reviews)

---
## Top Discussions

### 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..."

### ZapScale

No discussions available for this product.

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