Link copied to clipboard

# Gainsight Customer Success vs ZapScale Comparison - What are their main differences?

Share
[
Export
](/compare/gainsight-customer-success/zapscale/export.csv)

Gainsight Customer SuccessZapScale[+ Add Product](#)

Reviews

**Gainsight Customer Success** [

4.5/5(1,764)

](https://www.g2.com/products/gainsight-customer-success/reviews#reviews)

**ZapScale** [

4.8/5(115)

](https://www.g2.com/products/zapscale/reviews#reviews)

Pricing

**Gainsight Customer Success**
No pricing available

**ZapScale**
 **$500.00** Per Month · Startup Plan

**Pricing Insights**
from reviews

Time to Implement

**Gainsight Customer Success**
5 months

Based on 13 responses

**ZapScale**
1 monthFaster

Based on 16 responses

Return on Investment

**Gainsight Customer Success**
18 months

Based on 10 responses

**ZapScale**
9 months9 months sooner

Based on 15 responses

Perceived Cost

**Gainsight Customer Success**
$$$$$

**ZapScale**
$$$$$

Average Discount

**Gainsight Customer Success**
16%

**ZapScale**
17%1% more

 ![Gainsight Customer Success](https://images.g2crowd.com/uploads/product/hd_favicon/b85529a71df779e1fe2a7192bb891e31/gainsight-customer-success.svg "Gainsight Customer Success")

 ![ZapScale](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_121b16a5394e7fdf077083387966cf07/zapscale.png "ZapScale")

G2 offers free advice on this comparison.

Chat with an expert

How would you like to receive Software Advice?

 ![](/assets/advisor_router/laptop_form-f1a7012279826105416befde8d882ffc7589b1f9db09c93a1379d601cafe8e0d.svg)

FormAnswer questions at your own pace, no call required.

 ![](/assets/advisor_router/ai_agent-4d78629a3ba354fed449a65c60df3a6f2eda90fb98411b711df4b25d7be52a38.svg)

AI AgentChat live and get a recommendation in minutes.

 ![](/assets/advisor_router/phone_call_picker-c48821ec36f4182d8ee3e54cfbd3937500eec54d7b7e0cfb80dc80a8a733842f.svg)

Phone CallTalk it through live with a software advisor.

Pros & Cons

**Gainsight Customer Success**
[
Ease of Use (96)
](https://www.g2.com/products/gainsight-customer-success/reviews?filters%5Bsentiment_snippet%5D=1208462&qs=pros-and-cons#reviews)[
Centralized Information (53)
](https://www.g2.com/products/gainsight-customer-success/reviews?filters%5Bsentiment_snippet%5D=1208942&qs=pros-and-cons#reviews)[
Not Intuitive (24)
](https://www.g2.com/products/gainsight-customer-success/reviews?filters%5Bsentiment_snippet%5D=1208316&qs=pros-and-cons#reviews)[
Missing Features (22)
](https://www.g2.com/products/gainsight-customer-success/reviews?filters%5Bsentiment_snippet%5D=1208725&qs=pros-and-cons#reviews)

**ZapScale**
[
Ease of Use (11)
](https://www.g2.com/products/zapscale/reviews?filters%5Bsentiment_snippet%5D=1127070&qs=pros-and-cons#reviews)[
Insights (9)
](https://www.g2.com/products/zapscale/reviews?filters%5Bsentiment_snippet%5D=1127109&qs=pros-and-cons#reviews)[
Missing Features (4)
](https://www.g2.com/products/zapscale/reviews?filters%5Bsentiment_snippet%5D=1127062&qs=pros-and-cons#reviews)[
Slow Performance (3)
](https://www.g2.com/products/zapscale/reviews?filters%5Bsentiment_snippet%5D=1939200&qs=pros-and-cons#reviews)

Integrations

**Gainsight Customer Success**
[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_898bef15d79b65ce781f705f68ac1ed6/microsoft-hands-on-labs.jpg "Product Avatar Image")

Azure DevOps Labs

](https://www.g2.com/products/azure-devops-labs/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_d08938b2bcd0f8cc93eb9321f26c74c4/claude-2025-12-11.jpeg "Product Avatar Image")

Claude

](https://www.g2.com/products/claude-2025-12-11/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_a6c205d533dba77b318af96d91beb2ac/databricks.jpeg "Product Avatar Image")

Databricks

](https://www.g2.com/products/databricks/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9a4b1c59a10899f84ef2b2071e2037ce/dynamics-365-sales.png "Product Avatar Image")

Microsoft Dynamics 365 Sales

](https://www.g2.com/products/dynamics-365-sales/reviews)[
View all
](https://www.g2.com/products/gainsight-customer-success/integrations)

**ZapScale**
Not enough data

Screenshots

**Gainsight Customer Success**
 ![Gainsight Customer Success screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/49188/Full-UI---JO-_2_.jpg)

**ZapScale**
 ![ZapScale screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1374845/Dashboard-_Final-Screen_.png)

Ratings

Meets Requirements

**Gainsight Customer Success**

8.6

8.61,382

**ZapScale**

9.3

9.3108

Ease of Use

**Gainsight Customer Success**

8.0

8.01,471

**ZapScale**

9.4

9.4109

Ease of Setup

**Gainsight Customer Success**

6.7

6.7741

**ZapScale**

9.1

9.174

Ease of Admin

**Gainsight Customer Success**

7.0

7.0651

**ZapScale**

8.9

8.929

Quality of Support

**Gainsight Customer Success**

8.6

8.61,235

**ZapScale**

9.6

9.6107

Has the product been a good partner in doing business?

**Gainsight Customer Success**

9.0

9.0662

**ZapScale**

9.3

9.329

Product Direction (% positive)

**Gainsight Customer Success**

9.2

9.21,379

**ZapScale**

9.6

9.6108

Features

Customer Success[Hide 76 FeaturesShow 76 Features](javascript:void(0);)

8.0

1,269

9.2

92

Customer Information

Customer Health Scores

8.7

1150

|

Verified

9.4(won by 0.7)

91

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Customer Monitoring

8.5

1089

|

Verified

9.2(won by 0.7)

89

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Customer Profiles

8.4

1085

|

Verified

9.1(won by 0.7)

88

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Playbooks

8.2

1068

|

Verified

9.0(won by 0.8)

89

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Customer Segments

8.1

937

|

Verified

9.2(won by 1.1)

89

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Product Engagement

7.9

926

|

Verified

9.2(won by 1.3)

88

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Surveys

8.0

948

|

Verified

8.9(won by 0.9)

84

 (There is a greater than 0.5 difference between this product's rating and its competitors)

NPS of Customers

Not enough data

Not enough data

Customer Engagement

Not enough data

Not enough data

Predictions

Churn Risk

8.0

972

|

Verified

9.3(won by 1.3)

87

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Upsell Opportunities

7.4

843

|

Verified

9.0(won by 1.6)

85

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Custom Triggers

8.1

908

|

Verified

9.2(won by 1.1)

86

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Machine Learning

6.9

663

|

Verified

8.6(won by 1.7)

81

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Platform

Reporting & Dashboards

8.3

1145

|

Verified

9.2(won by 0.9)

90

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Third-Party Integrations

7.9

1015

|

Verified

9.2(won by 1.3)

90

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Data Import & Export Tools

7.8

982

|

Verified

9.1(won by 1.3)

84

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Workflow Capability

8.2

1023

|

Verified

9.2(won by 1.0)

87

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Notifications

8.1

1035

|

Verified

9.3(won by 1.2)

87

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Customization

8.1

1058

|

Verified

9.1(won by 1.0)

87

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Scalability

8.6

1042

|

Verified

9.0(won by 0.4)

87

Data Security

8.6

933

|

Verified

9.4(won by 0.8)

86

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Performance & Reliability

8.4

1056

|

Verified

9.4(won by 1.0)

87

 (There is a greater than 0.5 difference between this product's rating and its competitors)

User, Role, and Access Management

8.4

1023

|

Verified

9.4(won by 1.0)

88

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Collaboration Tools

Not enough data

Not enough data

Real-Time Data

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Customer Experience Management

Not enough data

Not enough data

Churn Management

Not enough data

Not enough data

Survey/Poll Management

Not enough data

Not enough data

Communication Management

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Customer Management

Not enough data

Not enough data

Account Management

Not enough data

Not enough data

Renewal Management

Not enough data

Not enough data

Feedback Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Revenue Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Contact Management

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Configurable Workflow

Not enough data

Not enough data

Generative AI

AI Text Generation

6.9

298

9.1(won by 2.2)

46

 (There is a greater than 0.5 difference between this product's rating and its competitors)

AI Text Summarization

7.2

299

9.1(won by 1.9)

46

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Generative AI

Not enough data

Not enough data

Agentic AI - Customer Success

Autonomous Task Execution

7.4(won by default)

14

Not enough data

Multi-step Planning

7.3(won by default)

13

Not enough data

Cross-system Integration

8.6(won by default)

15

Not enough data

Natural Language Interaction

7.8(won by default)

13

Not enough data

Proactive Assistance

7.6(won by default)

14

Not enough data

Social Media Integration

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Onboarding

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Performance Metrics

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

CRM

Not enough data

Not enough data

API

Not enough data

Not enough data

Customer Database

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Widgets

Not enough data

Not enough data

Win/Loss Analysis

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Event Triggered Actions

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Engagement Tracking

Not enough data

Not enough data

Customer Segmentation

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Customer History

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Usage Tracking/Analytics

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Account Alerts

Not enough data

Not enough data

Customer Revenue Optimization[Hide 14 FeaturesShow 14 Features](javascript:void(0);)

7.7

191

Not enough data

Sales Team

Flexible Sales Process

7.8(won by default)

108

Not enough data

Playbooks

7.9(won by default)

145

Not enough data

Training Mode

Feature Not Available

Not enough data

Intelligence

Opportunity Identification

7.8(won by default)

130

Not enough data

Zero-touch Renewals

6.8(won by default)

115

Not enough data

Smart Content

7.6(won by default)

108

Not enough data

Mapping

Multiple Org Charts

7.5(won by default)

117

Not enough data

Stakeholder Roles

8.1(won by default)

129

Not enough data

Agentic AI - Customer Revenue Optimization

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[Hide 56 FeaturesShow 56 Features](javascript:void(0);)

7.7

214

Not enough data

Analytics

Net Promoter Score (NPS)

8.8(won by default)

174

Not enough data

Customer Satisfaction (CSAT) Score

8.6(won by default)

151

Not enough data

Customer Effort Score (CES)

7.9(won by default)

123

Not enough data

Gamification

6.8(won by default)

111

Not enough data

Customization

Stakeholder Management

8.1(won by default)

144

Not enough data

Multilanguage Support

7.7(won by default)

104

Not enough data

Multiple Branding Support

7.6(won by default)

102

Not enough data

Vertical-specific Solutions

7.6(won by default)

97

Not enough data

Customizable Branding

Not enough data

Not enough data

Knowledge Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Feedback Management

Not enough data

Not enough data

Survey/Poll Management

Not enough data

Not enough data

Negative Feedback Management

Not enough data

Not enough data

Generative AI

AI Text Generation

7.0(won by default)

47

Not enough data

AI Text Summarization

7.2(won by default)

49

Not enough data

Generative AI

Not enough data

Not enough data

Agentic AI - Experience Management

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

Third-Party Integrations

Not enough data

Not enough data

Social Media Integration

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Real-Time Reporting

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Dashboard

Not enough data

Not enough data

NPS Survey Structure

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

Visual Analytics

Not enough data

Not enough data

Data Visualization

Not enough data

Not enough data

Customer Segmentation

Not enough data

Not enough data

Tagging

Not enough data

Not enough data

Customer Journey Mapping

Not enough data

Not enough data

Text Analysis

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Multi-Channel Data Collection

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Real-Time Analytics

Not enough data

Not enough data

Predictive Analytics

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Sentiment Analysis

Not enough data

Not enough data

Trend Analysis

Not enough data

Not enough data

API

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Engagement Tracking

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Multi-Channel Support

Not enough data

Not enough data

Proactive Customer Retention[Hide 52 FeaturesShow 52 Features](javascript:void(0);)

8.8

42

Not enough data

Platform

Health Score

9.6(won by default)

36

Not enough data

Customer Profiles

10.0(won by default)

17

Not enough data

Notifications

9.5(won by default)

20

Not enough data

NPS of Customers

Not enough data

Not enough data

Predictions

Service Quality Assurance

8.9(won by default)

16

Not enough data

Predictive Analytics

8.6(won by default)

24

Not enough data

Revenue Impact

8.6(won by default)

16

Not enough data

Artificial Intelligence

9.1(won by default)

25

Not enough data

Sentiment

8.9(won by default)

17

Not enough data

Retention

9.5(won by default)

26

Not enough data

Behavior Analytics

Not enough data

Not enough data

Usage Tracking/Analytics

Not enough data

Not enough data

Generative AI

AI Text Generation

6.2(won by default)

7

Not enough data

AI Text Summarization

8.1(won by default)

9

Not enough data

Generative AI

Not enough data

Not enough data

Additional Functionality

Loyalty Program

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Campaign Personalization

Not enough data

Not enough data

Personalization

Not enough data

Not enough data

Email Campaign Management

Not enough data

Not enough data

A/B Testing

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Renewal Management

Not enough data

Not enough data

Performance Metrics

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Behavioral Targeting

Not enough data

Not enough data

Customer Engagement

Not enough data

Not enough data

Sentiment Analysis

Not enough data

Not enough data

Engagement Tracking

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Feedback Management

Not enough data

Not enough data

Behavior Tracking

Not enough data

Not enough data

Retention Tracking

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

User Onboarding

Not enough data

Not enough data

Lifecycle Management

Not enough data

Not enough data

Customer Surveys

Not enough data

Not enough data

Campaign Management

Not enough data

Not enough data

Real-time Alerts

Not enough data

Not enough data

Customer Journey Mapping

Not enough data

Not enough data

Cancellation Management

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Review Monitoring

Not enough data

Not enough data

Customer Data Management

Not enough data

Not enough data

Referral Tracking

Not enough data

Not enough data

Customer Communication

Not enough data

Not enough data

Churn Management

Not enough data

Not enough data

Marketing Automation

Not enough data

Not enough data

Referral Management

Not enough data

Not enough data

Customer Segmentation

Not enough data

Not enough data

Messaging

Not enough data

Not enough data

Workflow Automation

Not enough data

Not enough data

User Insights

Reviewers' Company Size

[![Gainsight Customer Success](https://images.g2crowd.com/uploads/product/hd_favicon/b85529a71df779e1fe2a7192bb891e31/gainsight-customer-success.svg "Gainsight Customer Success")](https://www.g2.com/products/gainsight-customer-success/reviews)

Gainsight Customer Success

Small-Business(50 or fewer emp.)

9.2%

Mid-Market(51-1000 emp.)

57.4%

Enterprise(\> 1000 emp.)

33.4%

[![ZapScale](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_121b16a5394e7fdf077083387966cf07/zapscale.png "ZapScale")](https://www.g2.com/products/zapscale/reviews)

ZapScale

Small-Business(50 or fewer emp.)

52.6%

Mid-Market(51-1000 emp.)

45.6%

Enterprise(\> 1000 emp.)

1.8%

Small-Business

(50 or fewer emp.)

9.2%

52.6%

Mid-Market

(51-1000 emp.)

57.4%

45.6%

Enterprise

(\> 1000 emp.)

33.4%

1.8%

Reviewers' Industry

[![Gainsight Customer Success](https://images.g2crowd.com/uploads/product/hd_favicon/b85529a71df779e1fe2a7192bb891e31/gainsight-customer-success.svg "Gainsight Customer Success")](https://www.g2.com/products/gainsight-customer-success/reviews)
Gainsight Customer Success

Computer Software

38.7%

Information Technology and Services

19.8%

Marketing and Advertising

4.2%

Computer & Network Security

3.7%

Telecommunications

3.5%

Other

30.0%

[![ZapScale](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_121b16a5394e7fdf077083387966cf07/zapscale.png "ZapScale")](https://www.g2.com/products/zapscale/reviews)
ZapScale

Information Technology and Services

36.8%

Computer Software

26.3%

Marketing and Advertising

12.3%

Financial Services

3.5%

Accounting

2.6%

Other

18.4%

FAQs

## Gainsight Customer Success vs ZapScale FAQs

Generated using AI

Last updated: August 16, 2026

### What is the difference between Gainsight Customer Success vs ZapScale?

ZapScale stands out for its higher reviewer satisfaction scores across setup, support, and ease of use, while Gainsight Customer Success is favored for its deep customization and visibility features.

| [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) | [ZapScale](https://www.g2.com/products/zapscale/reviews) |
| --- | --- |
| 4.5/5 (1,757 reviews) | 4.8/5 (115 reviews) |
| Mid-Market | Small-Business |
| 6.7 | 9.1 |
| 8.6 | 9.6 |
| Visibility (51 all-time mentions) | Customer Support (5 all-time mentions) |

### How do the pricing models of Gainsight Customer Success and ZapScale compare?

ZapScale is rated as the stronger value by reviewers, with higher satisfaction on price and cost-related dimensions.

- **Gainsight Customer Success:** Reviewers note the platform's robust capabilities and flexibility, but mention that the complexity and administrative overhead can impact perceived value for smaller teams.
- **ZapScale:** In recent reviews, buyers highlight ZapScale's price competitiveness, rapid ROI, and strong value for small and mid-sized businesses.
- **Switching reasons:** Reviewers cite ZapScale's faster setup and lower administrative burden as key reasons for switching from more complex platforms.

### What are the best alternatives to Gainsight Customer Success and ZapScale?

The top 3 alternatives to Gainsight Customer Success and ZapScale are Totango, ChurnZero, and Custify.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) | 4.5/5 (1,757 reviews) | Mid-Market | Reviewers note robust features but mention complexity for smaller teams | Visibility (51 all-time mentions) |
| [ZapScale](https://www.g2.com/products/zapscale/reviews) | 4.8/5 (115 reviews) | Small-Business | Buyers highlight price competitiveness and rapid ROI | Customer Support (5 all-time mentions) |
| [Totango](https://www.g2.com/products/totango/reviews) | 4.3/5 (1,150 reviews) | Mid-Market | — | — |
| [ChurnZero](https://www.g2.com/products/churnzero/reviews) | 4.7/5 (1,610 reviews) | Mid-Market | — | — |
| [Custify](https://www.g2.com/products/custify/reviews) | 4.7/5 (527 reviews) | Small-Business | — | — |

### Which Customer Success features should I prioritize when comparing Gainsight Customer Success and ZapScale?

Buyers should prioritize ease of setup, quality of support, playbooks, customization, and integrations when comparing Gainsight Customer Success and ZapScale.

- **Ease of Setup:** Gainsight Customer Success scores 6.7; ZapScale scores 9.1.
- **Quality of Support:** Gainsight Customer Success scores 8.6; ZapScale scores 9.6.
- **Playbooks:** Both products are frequently cited for playbook automation, with ZapScale noted for prebuilt playbooks and Gainsight for customizable playbooks.
- **Customization:** Gainsight Customer Success has 29 all-time mentions for customization; ZapScale has 4.
- **Integrations:** Gainsight Customer Success is cited for integrations with Gong (20 all-time mentions), Snowflake (8), and Databricks (3); ZapScale is noted for easy integrations in recent reviews.

### What are the pros and cons of Gainsight Customer Success vs ZapScale?

Gainsight Customer Success is recognized for its deep customization and visibility, while ZapScale is praised for ease of use and rapid implementation.

- **Gainsight Customer Success strengths:** Visibility (51 all-time mentions), customization (29), engagement improvement (27), reporting (24), and team collaboration (24).
- **Gainsight Customer Success trade-offs:** Steep learning curve (20 all-time mentions), administrative challenges (11), and required training (5).
- **ZapScale strengths:** Customer support (5 all-time mentions), centralized information (4), intuitive interface (3), and easy setup (recent reviews).
- **ZapScale trade-offs:** Reviewers note missing features such as NPS surveys and calendar integration, occasional slow performance, and limited customization for complex needs.

### Is Gainsight Customer Success or ZapScale better for small businesses?

ZapScale is the better fit for small businesses, with a higher share of small-business reviewers and consistently positive sentiment on ease of use and setup.

- **Gainsight Customer Success:** Largest segment is Mid-Market; small-business reviewers mention the platform's robust features but cite complexity and a steep learning curve as challenges for smaller teams.
- **ZapScale:** Largest segment is Small-Business; reviewers highlight rapid onboarding, intuitive workflows, and strong support as key benefits for small teams.

### Which Customer Success platform has better integrations?

Gainsight Customer Success is favored for integrations, with more reviewer-cited third-party connections and higher all-time mention counts.

- **Gainsight Customer Success:** Integrations with Gong (20 all-time mentions), Snowflake (8), and Databricks (3) are frequently cited by reviewers.
- **ZapScale:** Reviewers mention easy integration with CRM and support tools, but with fewer all-time mentions and less specificity.

### How do Gainsight Customer Success and ZapScale compare on customer support?

ZapScale leads Gainsight Customer Success on Quality of Support by a material margin, scoring 9.6 versus 8.6.

- **Gainsight Customer Success:** Reviewers highlight responsive and knowledgeable support, but note that complex implementations and advanced troubleshooting can require significant effort and sometimes lack deep consultative guidance.
- **ZapScale:** Reviewers consistently praise the support team for prompt, actionable solutions and dedicated customer success guidance, with multiple recent reviews citing exceptional support experiences.

### Which is easier to implement, Gainsight Customer Success or ZapScale?

ZapScale is rated significantly easier to implement than Gainsight Customer Success, with a 2.4-point advantage on Ease of Setup (9.1 vs 6.7).

- **Gainsight Customer Success:** Reviewers describe a steep learning curve, complex initial setup, and the need for dedicated admin resources, especially for advanced configurations and integrations.
- **ZapScale:** Reviewers consistently report fast onboarding, straightforward configuration, and rapid time-to-value, with many teams up and running within weeks.

### Which product has better Playbooks?

Both Gainsight Customer Success and ZapScale are highly rated for Playbooks, with ZapScale noted for prebuilt options and Gainsight for customization.

- **Gainsight Customer Success:** Playbooks are frequently cited in reviews, with automation and customization highlighted as key strengths; 24 all-time mentions for reporting and 29 for customization support robust playbook workflows.
- **ZapScale:** Reviewers highlight prebuilt playbooks and rapid activation, with recent reviews noting that playbooks are easy to set up and drive immediate value for customer success teams.

Alternatives

**Gainsight Customer Success Alternatives**

 ![ChurnZero](https://images.g2crowd.com/uploads/product/hd_favicon/406ee354cde7795c1eda6dbbfc881232/churnzero.svg "ChurnZero")

[
ChurnZero
](/products/churnzero/reviews)

 ![Totango](https://images.g2crowd.com/uploads/product/hd_favicon/b1404b38f1aa49d5ed67749ecadcf286/totango.svg "Totango")

[
Totango
](/products/totango/reviews)

 ![Custify](https://images.g2crowd.com/uploads/product/hd_favicon/56a133f2489dd3b4b3a4fb07bd3b90f9/custify.svg "Custify")

[
Custify
](/products/custify/reviews)

 ![Planhat](https://images.g2crowd.com/uploads/product/hd_favicon/419a7323b926f3ff16b400b2b7ca40c1/planhat%282%29.svg "Planhat")

[
Planhat
](/products/planhat/reviews)

**ZapScale Alternatives**

 ![Totango](https://images.g2crowd.com/uploads/product/hd_favicon/b1404b38f1aa49d5ed67749ecadcf286/totango.svg "Totango")

[
Totango
](/products/totango/reviews)

 ![ChurnZero](https://images.g2crowd.com/uploads/product/hd_favicon/406ee354cde7795c1eda6dbbfc881232/churnzero.svg "ChurnZero")

[
ChurnZero
](/products/churnzero/reviews)

 ![Vitally](https://images.g2crowd.com/uploads/product/hd_favicon/9b3ccd09c88d60f9c79e700590710020/vitally.svg "Vitally")

[
Vitally
](/products/vitally/reviews)

 ![Planhat](https://images.g2crowd.com/uploads/product/hd_favicon/419a7323b926f3ff16b400b2b7ca40c1/planhat%282%29.svg "Planhat")

[
Planhat
](/products/planhat/reviews)