Gainsight Customer Success Reviews & Product Details

Gainsight is an impressive customer success management platform that offers several advanced features to help businesses achieve their customer-centric goals. The platform is designed with a user-friendly interface that simplifies the navigation process, thereby facilitating ease of use.

The subscription tracking feature is a standout capability that enables businesses to keep a tab on their customer's usage patterns. This feature provides businesses with real-time data on how their customers are interacting with their product or service, empowering them to make data-driven decisions on subscription plans.

Another notable feature is the timeline, which allows users to document and track customer interactions and activities over time. This feature is particularly useful in maintaining a comprehensive record of each customer's history, ensuring all team members are on the same page, and enabling businesses to personalize the customer experience.

Gainsight's collaborative workspace is another feature that stands out, providing teams with a space to work together to improve customer outcomes. This workspace enables teams to share insights, collaborate on tasks, and track progress, making it an essential tool for businesses that prioritize customer success.

Overall, Gainsight is a top-notch platform that offers a comprehensive suite of features designed to help businesses drive customer engagement and success. Its ease of use, subscription tracking, timeline feature, and collaboration capabilities make it an excellent choice for any team looking to enhance their customer-centric approach. Review collected by and hosted on G2.com.

The robust dashboard can be a bit overwhelming at times, but you do have the option to customize this as much as needed. Review collected by and hosted on G2.com.

I love how Gainsight Customer Success integrates seamlessly with my inbox, allowing me to efficiently log activities and access customer information, which is vital for my daily work. The software is intuitive and easy to use, which enhances my productivity. I am particularly impressed with the data graphs provided by the software; they are not only visually appealing but also highly functional, offering numerous possibilities for analysis. These graphs aid me in focusing on different call meetings and keeping me informed about the status of my customers, ultimately saving me time. Additionally, I appreciated the ease with which I learned to use the system through straightforward training, making the transition to using it smooth and hassle-free. Review collected by and hosted on G2.com.

I find that Gainsight Customer Success could have a better pipeline tool for checking cross-sells, much like what HubSpot offers. It’s difficult to track these activities visually, which makes this aspect less efficient and intuitive compared to other tools available. Review collected by and hosted on G2.com.

I truly value how Gainsight Customer Success significantly enhances the efficiency of our Customer Success Managers (CSMs) by giving back precious time, enabling us to scale our operations effectively. Its ability to reach unmanaged customers en masse is a standout feature, streamlining our processes across various needs. I particularly appreciate tools like the Group Send, Success Plans, Journey Orchestrator, AI Overview, and Copilot, each contributing to a more seamless customer management experience. These features collectively support a robust customer success strategy and provide a comprehensive overview, allowing for more informed decision-making. Overall, Gainsight Customer Success stands out as a more capable customer success customer relationship management (CRM) tool compared to others we've used, like Salesforce. Additionally, the initial setup was relatively easy, which was a great advantage for our team. Review collected by and hosted on G2.com.

I find that Gainsight Customer Success could be more user-friendly, particularly at the backend. When setting up recipient lists on a large scale, the process is not as intuitive as it could be. Additionally, it would be helpful if segmenting accounts were simpler, with easier options for categorization by product, country, and gender. Review collected by and hosted on G2.com.

I love Gainsight Customer Success because it is a solution dedicated to customer success, making it a powerful tool for managing our customer interactions both for customer service and digital needs. It identifies at-risk accounts effectively, which is crucial for maintaining strong client relationships. Additionally, the AI overview is incredibly beneficial as it allows me, as a manager, to quickly update myself on account statuses. This feature is particularly valuable because it helps me keep track of accounts without needing to consult with the customer service representative, saving time and streamlining our workflow. Review collected by and hosted on G2.com.

I find the sentiment analysis feature of Gainsight Customer Success somewhat inaccurate. There are instances where the sentiment should be positive, but it is instead marked as red or amber, which can mislead our perception of customer satisfaction. Additionally, the initial setup took us a few months and it feels like we've only scratched the surface, indicating a steep learning curve that could be smoother. Review collected by and hosted on G2.com.

What I appreciate most is having multiple data points, such as usage, support cases, and meetings, all consolidated in one place. Gainsight stands out because it allows us to track trends in our activities and easily report these insights to our leadership, eliminating the need for spreadsheets. Review collected by and hosted on G2.com.

The issues I have are likely more related to our specific setup than to Gainsight itself, but I also feel that Gainsight hasn't provided the support we need to resolve them. We are still missing a significant number of data points in our instance, which means we have to rely on several other platforms, ultimately reducing our reliance on Gainsight. Much of our administrative work is happening outside of Gainsight as well, and the inability to automatically track emails and respond to them within the platform is a major shortcoming compared to other tools. We are looking for an all-in-one solution, but our current setup doesn't make that possible. Even basic features, like easily viewing my portfolio, are lacking, so I end up using spreadsheets instead of Gainsight for this purpose. Review collected by and hosted on G2.com.

Having administered Gainsight across multiple organizations, I've consistently been impressed by its robust feature set and the sheer power it offers for Customer Success teams. The ability to centralize customer data, automate workflows, and gain deep insights into customer health is unparalleled. Features like CTAs, Playbooks, and the various reporting capabilities are incredibly valuable for driving proactive customer engagement and identifying at-risk accounts. It truly empowers CS teams to scale and operate more strategically. The continuous innovation and introduction of new functionalities also keep the platform at the forefront of Customer Success technology.

If you're serious about scaling your Customer Success efforts and want a comprehensive platform that can handle complex customer data and workflows, Gainsight is an excellent choice. Be prepared for a significant implementation effort, as it's a powerful tool that requires thoughtful configuration to maximize its potential. Also, consider building strong internal knowledge and potentially investing in dedicated Gainsight administrators to navigate its intricacies. While the tech support can sometimes be a hurdle, the overall value and capabilities of the platform far outweigh this drawback for organizations committed to customer success. Review collected by and hosted on G2.com.

While the product itself is exceptional, my primary area for improvement lies with the technical support. There have been instances where resolving issues, especially complex ones, has taken longer than expected, or required multiple escalations. The initial response time can sometimes be slow, and the depth of knowledge from first-line support isn't always sufficient to quickly diagnose intricate problems. This can be frustrating when you're dealing with time-sensitive customer-facing issues. Review collected by and hosted on G2.com.

The health score visualization provides a quick snapshot of account status across our portfolio. The renewal tracking features help ensure nothing falls through the cracks during contract negotiations. The integration with Salesforce does maintain some data consistency between our sales and success teams. Review collected by and hosted on G2.com.

The interface feels clunky and unintuitive, requiring too many clicks to accomplish basic tasks. Data entry requirements are excessive and often feel like busy work rather than meaningful customer success activities. The reporting capabilities are overly complex for what should be straightforward customer health metrics. Review collected by and hosted on G2.com.

As a daily user and Gainsight admin, I've found Gainsight's CS platform absolutely essential for customer success teams to drive meaningful engagements and deliver customer outcomes at scale. Its strongest feature is the ability to leverage out of the box integrations , allowing connection with diverse data sources, breaking down silos. Access to data empowers our team with comprehensive, actionable insights, crucial for proactive customer engagement and strategic decision-making. Review collected by and hosted on G2.com.

While initial setup and configuration may require focused effort, particularly around data mapping and integration nuances, the long-term benefits clearly justify this investment. Continued enhancements around flexibility in custom reporting would further increase its utility. Review collected by and hosted on G2.com.

I use Gainsight daily and I appreciate the configurable dashboard -- we have it tailored for our specific workflows and rely on it to monitor the latest information available. Furthermore, I find GS very easy to use -- I've been a user for about 12mo now, and feel like an expert in many regards. Review collected by and hosted on G2.com.

It would be nice if the font sizes in the widgets were better sized so that they didn't over-fill the widget. It could be that that's a feature that Gainsight already provides, and that we need to just update the widget labeling parameters. (?) Review collected by and hosted on G2.com.

So easy to use you could learn it in 30 minutes. Easy to implement in any org because it's a non technical platform and great for customer service reps. Helps improve customer support with NPS surveys, RAG scores, transparent client meeting and email notes, AI summarizations and more. Review collected by and hosted on G2.com.

Not the best tool for renewal forecasting. Dashboards feel a bit clunky with the movable widgets. In a form or some sort, notes don't auto save. If you don't hit save, you have to retype it. Review collected by and hosted on G2.com.