# Gainsight Customer Communities Reviews **Vendor:** Gainsight Inc. **Category:** [Online Community Management Software](https://www.g2.com/categories/online-community-management) **Average Rating:** 4.4/5.0 **Total Reviews:** 253 ## About Gainsight Customer Communities Gainsight Customer Communities is a custom-branded online hub where customers can ask questions, learn from peers, explore product updates, and even influence product direction in one connected space. As teams strive to make the most of their time and resources, Gainsight CC makes it easy for customers to find answers quickly with multilingual capabilities, federated search, a robust knowledge base, and community forums. Customer Communities enhances admin and end-user experiences through intuitive integrations with Gainsight Customer Success, Skilljar by Gainsight, Gainsight Product Experience, and your broader tech stack to create a unified experience and automated workflows. With AI supporting search, personalization, translation, moderation, content creation, and analytics, Gainsight CC makes every interaction smarter while improving discoverability across AEO and SEO. By transforming everyday customer conversations into meaningful moments of connection, Gainsight CC drives deeper engagement, stronger adoption, and long-term retention. ## Gainsight Customer Communities Pros & Cons **What users like:** - Users find the **ease of use** of Gainsight Customer Communities helpful for quick customer support and engagement. (9 reviews) - Users value the **easy connection and engagement** with peers, fostering a supportive community for collaboration and learning. (8 reviews) - Users value the **branding customization** of Gainsight, enhancing customer loyalty and engagement through tailored experiences. (5 reviews) - Users value the **engagement and collaboration** within Gainsight Customer Communities, fostering valuable knowledge sharing and insights. (5 reviews) - Users value the **active community support** of Gainsight Customer Communities, enhancing problem-solving and idea sharing effortlessly. (4 reviews) - Users value the **consolidated feedback management** in Gainsight Customer Communities, enhancing engagement and prioritizing user needs effectively. (4 reviews) - Users highly value the **fantastic customer support** , enhancing their experience and fostering community engagement effectively. (3 reviews) - Customization (2 reviews) - Innovation (2 reviews) - Intuitive Design (2 reviews) **What users dislike:** - Users find the **limited customization options** in Gainsight Customer Communities hinder their ability to tailor the platform effectively. (4 reviews) - Users find the **poor interface design** of Gainsight Customer Communities makes navigation and suggestions difficult. (3 reviews) - Users find the **difficult learning process** daunting as the platform evolves and requires adaptation to new updates. (2 reviews) - Users find the **difficult setup** of Gainsight Customer Communities time-consuming and challenging, impacting usability and engagement. (2 reviews) - Users find Gainsight Customer Communities to be **expensive** , especially with limited budget-friendly options available. (2 reviews) - Limited Features (2 reviews) - Search Functionality (2 reviews) - Access Issues (1 reviews) - Content Management (1 reviews) - Users find **email issues** frustrating, particularly with alerts and lack of configurability in system emails. (1 reviews) ## Gainsight Customer Communities Reviews ### 1. Robust Features, But Front-End Limitations **Rating:** 4.0/5.0 stars **Reviewed by:** Andrew K. | Community Operations Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2026 **What do you like best about Gainsight Customer Communities?** I like the 'Control' admin in Gainsight Customer Communities, which is excellent for managing content and users. It has a very user-friendly interface and allows for flexible filtering that can be saved as views and shared. I'm also impressed by the speed with which they are adding new features to the platform. In just a few months of using it, we've seen many new additions that improve the experience for both community members and the community team. It's very impressive how quickly they're moving. **What do you dislike about Gainsight Customer Communities?** We have a lot of employees that interact on the community. Having more granular permissions and the ability to do more from the front end of the platform instead of having to do everything in control would be nice. We have employees that only publish knowledge articles, for example, and they have to have pretty broad access in control to do so. It would be nice if they could do that from the front end without having to grant them access to the admin. Other small things include viewing user details like email addresses or pinning posts to the top of a forum. Anything like that requires pretty broad access to control. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** We use Gainsight Customer Communities for customers to ask support questions and to host tutorials, creating a knowledge repository that's easily searchable online. ### 2. Easy Setup and Highly Customizable Community Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Jef V. | Customer Success Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Gainsight Customer Communities?** I like that Gainsight Customer Communities is very easy to set up with good guidance from the Gainsight team. It's quite flexible and customizable, and I appreciate the further investment into customization and personalization. The ability to create dedicated custom pages, such as for our advocacy program or webinars, is a big plus. The role-based personalization is also valuable, as it allows customers to see content specifically relevant to them. Integration with Gainsight CS enriches community member profiles with data from our Customer Success Portal. **What do you dislike about Gainsight Customer Communities?** Nothing that immediately comes to mind **What problems is Gainsight Customer Communities solving and how is that benefiting you?** We use Gainsight Customer Communities to connect customers, address queries, and collect ideas. It serves as a landing page evolving into a customer portal. Customization for specific programs and personalization by role enriches user experience, while integration with Gainsight CS enhances community data insights. ### 3. Helpful resources to improve product usage **Rating:** 4.5/5.0 stars **Reviewed by:** Nicola Z. | Strategic CSM, Enterprise (> 1000 emp.) **Reviewed Date:** March 13, 2025 **What do you like best about Gainsight Customer Communities?** I used the resources offered by GS customer communities to search for information when I had doubts around features I was using to manage my clients relationships via GS. As a CSM I use GS everyday and counting on an active community of uses is a big advantage when it comes to solving common problems. **What do you dislike about Gainsight Customer Communities?** At first it was not easy to find. But after I few online searches I learned of its existence **What problems is Gainsight Customer Communities solving and how is that benefiting you?** It helped me understand how the product works in details thanks to its documentation and the other product related questions made by previous users. If you have a technical doubt this is the best place to look for a solution ### 4. Great way of building your community **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2022 **What do you like best about Gainsight Customer Communities?** Allowing customers and colleagues to connect to form a powerful bond and foster a closer relationship with our users **What do you dislike about Gainsight Customer Communities?** Not being able to move posts into different areas myself **What problems is Gainsight Customer Communities solving and how is that benefiting you?** inSided is allowing us to put documentation and content in front of the customer, but not only that it allows us to interact with the customer and answer any questions. It also allows customers to interact with each other so they can share what they're all up to and tap into eachothers knowledge. **Official Response from Katherine Schulte:** > Thanks for your review! ### 5. User Friendly and Feature Heavy Platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2026 **What do you like best about Gainsight Customer Communities?** Good Support when you need it. Responsive Community, as you'd expect. Understanding and supportive CSM. **What do you dislike about Gainsight Customer Communities?** Can be slow to implement new ideas sometimes. Some feature updates aren't always 'perfect'. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Addressing industry downturn in Engagement and how our Community can turn mitigate this. ### 6. Valuable Insights Beyond Customer Interactions **Rating:** 4.5/5.0 stars **Reviewed by:** Dipesh J. | Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2025 **What do you like best about Gainsight Customer Communities?** Good to get more than just customer interactions insights of the engagement with customers and active advocations **What do you dislike about Gainsight Customer Communities?** the design part can it be worked on and the niche **What problems is Gainsight Customer Communities solving and how is that benefiting you?** getting more deep into the customers ### 7. Best way to connect with customers and know their opinions! **Rating:** 4.5/5.0 stars **Reviewed by:** Diego H. | Special Services Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2025 **What do you like best about Gainsight Customer Communities?** The most helpful thing about Gainsight Customer Communities is being able to connect with customers and let them express their opinions on certain topics. This will let the customer know it's easy to use when reaching out to a customer representative about anything they want to ask. One of the best upsides would be to create brand loyalty with the customers for them to be using the platform itself frequently. **What do you dislike about Gainsight Customer Communities?** Least helpful thing would most likely be that most customers which are not Generation Z or Millenials would find a bit more difficult for them to enter these communities as of easy access and integration wise as other teenagers or people who are used to using technology. I believe that implementing a better resource and access for those who don't know about the website much will be something useful to use and have, with that Customer support is able to provide more information and help with that. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** For example not bringing in enough attention to a product or just to a website itself where we are trying to grow as a organization where we need a much more specific target audience for the brand to grow and for loyalty to increase as well. Gainsight Customer Communities have benefited organizations like mine and others as well when it comes to knowing the opinions of those customers about potential hazards or just things we should improve on which is always the best thing a company can get, feedback from the audience to know what's right and wrong. ### 8. Solid Platform for Customer Support Communities **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2025 **What do you like best about Gainsight Customer Communities?** The two strongest features of Gainsight CC are their ease of use (both for customers and team) and integrations. These features made picking Gainsight CC an easy choice for my team. We were able to implement the platform quickly and get to work supporting our customers much faster than anticipated. **What do you dislike about Gainsight Customer Communities?** Permissions and architecture could use a lot of work in Gainsight CC. Permissions tend to be all or nothing and architecture is predominantly single level. For example, we'd like to be able to have an ideation area for employees and another ideation area for customers. Due to both permissioning and architecture, we can't. It's either-or, and can't be both. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** In our specific instance, Gainsight CC is a support community. We use it to provide scalable support, help, and inspiration to our customers in a 1:Many way. This means we're able to do a lot more with a lot less, and answers live many lives. Knowledge isn't trapped in emails or chat, and is easily searched and discovered. To frame that quantitatively, we've observed a 10-15% reduction in support tickets already and expect that number to increase as community matures. ### 9. Great experience using it **Rating:** 3.0/5.0 stars **Reviewed by:** Giorgos V. | Senior Tech Partner | IT & Data | Benelux, Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2025 **What do you like best about Gainsight Customer Communities?** I really like how Gainsight Customer Communities brings people together. The platform is easy to use and helps me quickly find answers. It feels like a friendly space where everyone can share ideas and learn from each other. This simple design makes it fun and useful for my work. **What do you dislike about Gainsight Customer Communities?** One thing I don't like is that the platform can feel a bit too basic sometimes. I wish there were more advanced features or customization options, which could make it even easier to use. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Gainsight Customer Communities makes it easier to get help and share ideas. It solves the problem of finding quick answers by connecting me with others who have the same questions. This community support saves me time and helps me work better by learning from real experiences. ### 10. Great help to connect with customers **Rating:** 5.0/5.0 stars **Reviewed by:** Georgios (George) A. | Senior Technical Talent Acquisition Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2025 **What do you like best about Gainsight Customer Communities?** It makes it easy to connect with other people and get answers. I have a feeling of a community when I can ask anything I want. It's pretty simple to use, and I like that you can suggest product ideas and get feedback. **What do you dislike about Gainsight Customer Communities?** The search function could be improved because it does not always show the best results and it might take some time to find what you want. Also, a bit more customization would be good, in order for every brand to match their style. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** It brings customers together in one place, making it easier to find answers, share ideas, and get support without waiting on emails or tickets. For me, it saves time, helps me learn from others, and keeps me updated on product improvements. ### 11. Solid community tool if you stick with it **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 18, 2025 **What do you like best about Gainsight Customer Communities?** Honestly, it’s just real nice to have one spot where users can talk, ask stuff, and share ideas. Makes it way easier to see what folks actually care about. The upvoting on ideas is great too — helps us know what to prioritize without guessing. Also, we don’t gotta chase feedback across a bunch of places anymore, it's all right there. **What do you dislike about Gainsight Customer Communities?** Setup wasn’t super smooth tbh. Took us a while to figure out where stuff was and how to get folks to start using it. Also the email alerts were kinda annoying till we fixed the settings. And would be nice if mobile version was a bit cleaner – some ppl said it’s hard to browse there. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Main thing it’s helpin with is gettin all our customer convos in one place. Before, we had feedback comin from emails, calls, Slack, all over. Now it’s easier to track what folks are sayin, what ideas they’re throwin out, and what questions keep comin up. Also helps other users answer stuff too, so our support team not stuck answering the same thing 10 times. Overall saves us time and gives us better sense of what our users care about. ### 12. Best Costomer service **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Market Research | Small-Business (50 or fewer emp.) **Reviewed Date:** March 18, 2025 **What do you like best about Gainsight Customer Communities?** Helping coustmer to create software according to their personal needs by standard customize easy way . **What do you dislike about Gainsight Customer Communities?** Lake ok availability and latency of respons . **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Mostly regarding software bugs and it's very useful . ### 13. Gainsight Community is a one-stop-shop for our customers! **Rating:** 5.0/5.0 stars **Reviewed by:** Kimberly S. | Global Program Manager, Scaled Customer Success, Enterprise (> 1000 emp.) **Reviewed Date:** May 29, 2025 **What do you like best about Gainsight Customer Communities?** You can build out an extremely visually appealing space that customers can identify with. **What do you dislike about Gainsight Customer Communities?** Nothing at this time. We are still building our community out so haven’t run into any roadblocks yet. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** We are trying to leverage it for scaling our digital CS programs. ### 14. great service - exceeded my expectations! **Rating:** 5.0/5.0 stars **Reviewed by:** Diana H. | Business Development Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** March 17, 2025 **What do you like best about Gainsight Customer Communities?** It´s great that I can keep testimonials, and best customer successes in one place **What do you dislike about Gainsight Customer Communities?** not really something that I can think of at the minute of testing the software **What problems is Gainsight Customer Communities solving and how is that benefiting you?** one-link sharable content for my clients. It´s straightforward to send over one link to it instead of drafting a huge text full of product details, business cases, which clients do not really read. It´s very mobile, I should say. Worth trying if you run a business or an employee of a corpo. Sales and recrutient are the filed the product can appeal to(and more perhaps) ### 15. Gainsight CC - extremely intuitive and easy to manage **Rating:** 5.0/5.0 stars **Reviewed by:** Lena H. | Community Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 14, 2024 **What do you like best about Gainsight Customer Communities?** It is super easy to set up also in your company CI and the best of all you don't need coding skills. My favourite tools are: - Highlighting different topics in different styles. - Topics shown automatically on the homepage according to preselected criteria. - Group Management is very simple - Sending an E-Mail Campaign to a specific member segment who fulfill certain criteria is so easy and the KPIs are immediately visible and great **What do you dislike about Gainsight Customer Communities?** The events area, we'd like to do community led events and event management with sending messages to participants, followups etc. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** - Reducing the contact rate - Discussing product and industry questions publicly with and amongst customers ### 16. So user friendly! **Rating:** 5.0/5.0 stars **Reviewed by:** Farwa A. | Recruiter, Small-Business (50 or fewer emp.) **Reviewed Date:** March 18, 2025 **What do you like best about Gainsight Customer Communities?** It is a super inclusive community allowing for versatile products and resources to be made. **What do you dislike about Gainsight Customer Communities?** It is conitnously being built out which is not a bad thing, but requires some new learning when a new product is released. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Helping with any questions and quickly getting answers when needed! ### 17. GS Customer Communities **Rating:** 4.5/5.0 stars **Reviewed by:** Stefano c. | Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 14, 2025 **What do you like best about Gainsight Customer Communities?** it is so good to have visibility of challenges and query for this product **What do you dislike about Gainsight Customer Communities?** Seems that most of the discussion have no clear answer **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Communites make me aware of common topics and problem and usually im able to find some replay to better understand how to move forward ### 18. Gainsight is a great customer Success collaboration and management tool **Rating:** 4.5/5.0 stars **Reviewed by:** Mark S. | Senior Solutions Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2025 **What do you like best about Gainsight Customer Communities?** Onboarding new customers became more efficient as they could find answers from existing customer discussions. This reduced repetitive questions to our support team by about 30% **What do you dislike about Gainsight Customer Communities?** The search functionality is basic and often misses relevant content. Users have to try multiple keyword variations to find what they need, which defeats the purpose of self-service **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Solved our scattered customer feedback problem. Instead of feedback being spread across emails, tickets, and calls, it's now centralized in the community where we can track and prioritize it effectively ### 19. Intuitive platform helping to automate processes **Rating:** 4.5/5.0 stars **Reviewed by:** Nazeli B. | Product manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 21, 2025 **What do you like best about Gainsight Customer Communities?** The platform’s user interface is intuitive, making it easy to monitor key metrics and automate processes. While the initial setup can be complex, the platform offers strong support and training resources. Overall, Gainsight is a top choice for organizations looking to improve customer success and maximize value from their customer base. **What do you dislike about Gainsight Customer Communities?** Lack some of the customization options.. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Customers can collaborate, ask questions, share feedback, and access self-service resources. ### 20. Great tool but to be updated even better **Rating:** 3.5/5.0 stars **Reviewed by:** Lorenzo C. | Global Employer Branding Lead, Enterprise (> 1000 emp.) **Reviewed Date:** March 18, 2025 **What do you like best about Gainsight Customer Communities?** Interactive Customer Space: A digital environment where customers can interact with each other and with the company. **What do you dislike about Gainsight Customer Communities?** Not possible to connect with our marketing automation tool "Magnews" **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Lack of Customer Insights & Product Feedback We struggle to gather actionable customer feedback to improve products and services. and now we have faster product improvements, customer-driven innovation, and better alignment with user needs. ### 21. Powerful and easily Flexible **Rating:** 5.0/5.0 stars **Reviewed by:** Juan D. | Community Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about Gainsight Customer Communities?** 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 Gainsight Customer Communities?** 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 Gainsight Customer Communities 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. ### 22. Excellent community platform with a helpful team behind! **Rating:** 4.5/5.0 stars **Reviewed by:** Stine H. | Community Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2024 **What do you like best about Gainsight Customer Communities?** Gainsight Customer Communities is a robust, dynamic platform that brings customers, Product, and Support/CS closer together.The interface is intuitive and user-friendly, making it easy for both customers and administrators to navigate. The platform is highly customizable and the great variety of integrations to other tools is crucial for us in making sure data flows smoothly across systems and helps us maintain a unified view of the customer journey. Thourough onboarding and ongoing support with a dedicated CSM leaves you with a sense of security for both daily operations and long-term success **What do you dislike about Gainsight Customer Communities?** I would love to see analytics expanded to be able to drill down into more elements of the platform. E.g. the ability to track activity for specific groups. Although significant progress has recently been made in localization, there is still room for improvement - which should be on the way. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Delivering a platform for 1-many communications freeing up time in teams to focus on cruzial tasks - e.g. Communnity will play a key role in delivering a personalized onbording experience at scale. ### 23. it provided good insight **Rating:** 4.5/5.0 stars **Reviewed by:** Janae J. | Leasing Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** March 23, 2025 **What do you like best about Gainsight Customer Communities?** it helps build the customer connection. Makes it easier to find the solution and implement it. **What do you dislike about Gainsight Customer Communities?** like any community-driven platform, it can sometimes be difficult to find high-quality or relevant content if the community isn’t well-organized or moderated. At times it comes off as junk. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** helps with customer relationships and customer loyalty ### 24. Good customer experience **Rating:** 5.0/5.0 stars **Reviewed by:** Jonida M. | Customer Service Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** March 11, 2025 **What do you like best about Gainsight Customer Communities?** I like having everything in just one platform.Everything is more organized and makes my work easier. **What do you dislike about Gainsight Customer Communities?** It needs more analytics but i am sure they will be implemented very soon. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** It makes communication between me and the customer easier putting together all the information i need and solving their problems faster. ### 25. The experience was nothing short of amazing **Rating:** 5.0/5.0 stars **Reviewed by:** NEBA VALORINE L. | Cashier/ waitress, Small-Business (50 or fewer emp.) **Reviewed Date:** March 17, 2025 **What do you like best about Gainsight Customer Communities?** The pay attention to details and promote the products in the best way possible **What do you dislike about Gainsight Customer Communities?** The spend so much time to make sure a product is being product is being promoted **What problems is Gainsight Customer Communities solving and how is that benefiting you?** The quality of product and visibility and making sure the products ate seen ### 26. A great tool and a great team! **Rating:** 5.0/5.0 stars **Reviewed by:** Luc D. | Designer Web (Pour les associations), Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about Gainsight Customer Communities?** 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 Gainsight Customer Communities?** 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 Gainsight Customer Communities 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. ### 27. Best Customer Service **Rating:** 4.0/5.0 stars **Reviewed by:** Rutang B. | Junior Client Solution (Database) Architect, Enterprise (> 1000 emp.) **Reviewed Date:** April 04, 2025 **What do you like best about Gainsight Customer Communities?** It’s fast and reliable. Easy to use. Best **What do you dislike about Gainsight Customer Communities?** So far I did not dislike anything. Maybe I would appreciate if I get responses within a day. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Software issues and database connections, platform visualisation ### 28. A great solution for any SAAS community **Rating:** 4.5/5.0 stars **Reviewed by:** Sarah M. | Head of Community, Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2024 **What do you like best about Gainsight Customer Communities?** 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 Gainsight Customer Communities?** 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 Gainsight Customer Communities 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. ### 29. Flexible, engaging platform for creating scaled community experiences **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 05, 2023 **What do you like best about Gainsight Customer Communities?** We needed a platform that was flexible and looked good without custom coding. Gainsight Digital Hub has proven to be a great option for our 1st gen community and has scaled seamlessly with us as we enter the next era of our 2nd gen community. Integration to Salesforce was a breeze. Implementation was phenomenal and very well supported on the Gainsight side. I have been really pleased that we've been able to scale on the platform - particuarly the ease with which we've been able to roll out a moderation infrastructure in partnership with our CX team. We have over 10 users across the business leveraging the platform on a daily basis. **What do you dislike about Gainsight Customer Communities?** Permissioning for fully-private communities isn't straightforward but not a dealbreaker. If you are building a hybrid or fully public community, this is a non-issue. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** We wanted to enable our customers to access knowledge content and facilitate peer-to-peer support in a single streamlined location. We also wanted a platform where we could host product beta groups, regional user groups, CABS etc. Every functional group in the organization has a use-case for customer interaction. Every new cross-functional project now kicks off with ... how can we do this the best way possible? And community is always the answer ;) ### 30. Great product, Innovative team, and access to Community Managers from around the globe. **Rating:** 5.0/5.0 stars **Reviewed by:** Nikhil P. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2024 **What do you like best about Gainsight Customer Communities?** We have been able to create a vibrant B2C community that is always evolving to meet the needs of the company and, more importantly, our customers thanks to the help of the team at Gainsight Customer Communities and the ability to interact and work together with community managers from all over the world via the Gainsight Community. The Gainsight CC team does an excellent job of paying attention to what their customers have to say and working to create products that meet our demands. With Gainsight CC, you may work with the team to enhance product features via beta testing and feedback, and you'll receive a clear roadmap. **What do you dislike about Gainsight Customer Communities?** While the text editor in Gainsight CC is sufficient for creating good articles, there are a few limitations that prevent us from moving our content to the next level. We have discussed these constraints with the CC team, and they have acknowledged our concerns by including improvements to the text editor on their product roadmap. We look forward to seeing these enhancements implemented in the near future. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Gainsight Customer Communities is helping us in achieving our mission to provide customers with exceptional support via online-only channels. ### 31. The most user-friendly community out there! **Rating:** 5.0/5.0 stars **Reviewed by:** Martin D. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2024 **What do you like best about Gainsight Customer Communities?** There are many things to like about Gainsight and their products. First of all, you can personalize your community forum as you wish and adapt it to the company ideas and vision. There are monthly meetins with their rapresentatives to make sure everything is going well and promoting new features, ideas and settings for you (massive shoot-out to Oli here!). It's really easy to use and moderate, there is a lot of data and many options. The customers are having a good time using it as it's simple and all the topics can be stored under different categories. Whenever there is a tech problem, or any other type of issue, their support is great, quick, and solving everything as fast as possible. Sometimes if the problem is urgent, they can propritize your request and work on it even faster. **What do you dislike about Gainsight Customer Communities?** Nothing to dislike. Maybe the small tech issues that happens from time to time but that's quite normal and it's nothing major. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** We use our forum to communicate with players and give them a better and personalized experience, but the main goal is so customers can discuss different topics with other customers. This is the only place where thsi can happen in our industry. ### 32. Great place to look into for issues or queries that are not mentioned in documentation **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 13, 2025 **What do you like best about Gainsight Customer Communities?** I feel it as a best way to find answers for the day to day issues that are not mentioned in documentation. Also, I like the way they categorize 1. Ideas of improvements, 2. Questions (Answered) and 3. Questions (You could be the 1st to answer) clearly. **What do you dislike about Gainsight Customer Communities?** People in the community are not much active as they used to be. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Maintaining a place to gather like minded to solve and share information ### 33. Best support tool **Rating:** 3.5/5.0 stars **Reviewed by:** Weronika S. | Specjalista ds. zapewniania jakości/ Quality Assurance, Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2025 **What do you like best about Gainsight Customer Communities?** Relatable software fast response customized software according to requirements. **What do you dislike about Gainsight Customer Communities?** All good so far no dislikes maybe in future . **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Mostly client issues and it’s making work foce smoother and stronger. ### 34. New users impressed thus far **Rating:** 4.5/5.0 stars **Reviewed by:** Chris C. | Director Of Customer Service, Small-Business (50 or fewer emp.) **Reviewed Date:** February 24, 2025 **What do you like best about Gainsight Customer Communities?** I love the possibilities it creates. We are new users and will build throughout 2025 with this. **What do you dislike about Gainsight Customer Communities?** I have not enough experience yet to complain. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Allowing our customers to grow together and put all of them together with like minds. ### 35. Quality platform template **Rating:** 4.5/5.0 stars **Reviewed by:** Tim C. | Enterprise (> 1000 emp.) **Reviewed Date:** March 16, 2020 **What do you like best about Gainsight Customer Communities?** Very good SEO. Great Google indexing, and subsequently, great organic traffic. The UI also, good options for users and staff alike. They have also now improved the analytics section following client feedback. Exports create effective topic lists which you can filter according to what you need, making it better then Google Analytics in many aspect, even with a topic view account available. Customizable: you can edit, change, test easily and quickly on the front end. AND you can add your own HTML to make it truly unique. With regards to the integrations Insided allow, we as a community are no way making the most of what is on offer, with federated search, embeddable widgets and more, allowing you to combine your community content with your other online help resources, IF THERE IS THE APETITE INTERNALLY TO DO SO. Great support when things go wrong. And great advice from Kenneth our CSM. Kenneth is great, I can't say that enough! **What do you dislike about Gainsight Customer Communities?** Content creation, it's a bit glitchy, jumpy, and the tables are tricky to edit. Also features such as losing your message when you toggle between pages, and mobile display setting options. Feature requests seem to be predominantly vote based, so unless members of the Inspired community see your idea suggestion and vote for it, you won't see it be a priority. **Recommendations to others considering Gainsight Customer Communities:** Make the most of your customer success manager. They will find time for you if you take the time to consider how best to use this knowledge. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Customer support via call deflection. It's recommended to use a survey to track progress ### 36. I have had an ok experience using Gainsight Customer Communities for my business **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** March 13, 2025 **What do you like best about Gainsight Customer Communities?** It has a great experience along with customers offering a great feedback loop and less retention while enabling the share of knowledge b ase **What do you dislike about Gainsight Customer Communities?** Not the easiest to use it is quite pricy it is limited when it comes to a budget friendly plan also sometimes it gets some bottlenecks **What problems is Gainsight Customer Communities solving and how is that benefiting you?** it helps me make my customers share more with me both the good and bad views ### 37. Great platform, great CSM, and great support **Rating:** 5.0/5.0 stars **Reviewed by:** Lewys G. | Digital Community Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 06, 2024 **What do you like best about Gainsight Customer Communities?** 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 Gainsight Customer Communities?** 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 Gainsight Customer Communities 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. ### 38. Gainsight Customer Communities **Rating:** 4.5/5.0 stars **Reviewed by:** Grzegorz B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2024 **What do you like best about Gainsight Customer Communities?** The direct access to customer feedback provided by the IFS Community is invaluable, enabling companies to gather insights for product improvements and innovation. The opportunity for co-creation of products and services with engaged community members, who also act as brand advocates, is a significant advantage. The ability to customize the layouts is excellent, and I am very pleased with the support we receive in case of any issues. **What do you dislike about Gainsight Customer Communities?** The control panel can be a bit slow; however, this is negligible. I am excited about the current roadmap and the new features that are being implemented. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** The Community platform offers a direct channel for customer feedback, which is essential for collecting insights that inform product improvements and drive innovation. It serves as an ideal hub for our customers to discover solutions that meet their needs. ### 39. Easy and efficient tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 14, 2025 **What do you like best about Gainsight Customer Communities?** Setting KPI's is very important for me and Gainsight allows me to track all variables I find important. **What do you dislike about Gainsight Customer Communities?** The user interface could be a little cleaner and possibly changing the font if the text to be more inviting. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Solving the gap we have between our product and the community that uses it. ### 40. Great software **Rating:** 3.5/5.0 stars **Reviewed by:** Christopher C. | Cfo, Small-Business (50 or fewer emp.) **Reviewed Date:** February 09, 2025 **What do you like best about Gainsight Customer Communities?** Very user friendly. Beautiful software. Easy to use. **What do you dislike about Gainsight Customer Communities?** I would have to say I don't like that it is not as easy to send a suggestion. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Feedback from the customers. ### 41. Very likely as it’s easy to use **Rating:** 2.5/5.0 stars **Reviewed by:** Erika S. | SEO Blog, Small-Business (50 or fewer emp.) **Reviewed Date:** February 21, 2025 **What do you like best about Gainsight Customer Communities?** Retention and expansion given to customers **What do you dislike about Gainsight Customer Communities?** I believe for me the pricing is what makes a difference **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Productivity ### 42. Good quality and very good customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Andreas J. | Technical Product Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2024 **What do you like best about Gainsight Customer Communities?** 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 Gainsight Customer Communities?** There is a bit of a lack of functionality in some areas, but this can be largely ignored **What problems is Gainsight Customer Communities 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 ### 43. Very useful tool **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 26, 2025 **What do you like best about Gainsight Customer Communities?** My favorite thing about Gainsight Customer Communities is how easy it makes it for customers to connect and find answers on their own. **What do you dislike about Gainsight Customer Communities?** It takes a lot of time to set up and maintain **What problems is Gainsight Customer Communities solving and how is that benefiting you?** It reduced the reduced the need for direct support giving us more time ### 44. Good out of the box features - hoping to see more soon **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2024 **What do you like best about Gainsight Customer Communities?** Out of the box features are good and customization is easy. There are many options for how you want to structure your community and the analytics are sufficient. They are coming out with new features often and do a good job of listening to their clients when it comes to product enhancement. Good support and an excellent CS team. **What do you dislike about Gainsight Customer Communities?** Would love to have seen more multi-product features (though I think more will be coming out soon). Some of the customizability on pages except the home page were lacking. It was difficult to show the information that I wanted for the different product categories that I had. Some custom coding is necessary to get the most out of this software. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Community is the place where clients go to speak to each other, solve problems, find best practices, and navigate to our other client resource sites. It is the ONLY place in the company that offers all of these things. Gainsight CC is the place. ### 45. Intuitive, easy, and compatible with our tech stack! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Gainsight Customer Communities?** With Insided/Gainsight (legacy customers here!), we have grown our customer community from 62 beta testers strong to over 10000 members in the span of a few short years. As part of our continuous efforts, we can continue to enhance the functionality and integrations with platforms like Slack, Salesforce (SFDC), and our own product organization to improve the feedback loop. The software integrated beautifully with our tech stack, and we still haven't tapped into ALL of the system connections possible. One of my personal favorites is the ability to customize the homepage. This allows us to toggle and tweak the overview of elements that are most important to our members. The capability to customize third-party scripts ensures that nearly all phrases and wording align with our community brand. Overall, the platform is highly flexible, and the provided widgets are notably easier to use compared to other platforms. Since the implementation of these features, we have observed significant engagement that continues to grow. Our community members find the platform intuitive and easy to navigate, which has positively impacted their overall experience and participation (approx 80% adoption among customer base!) **What do you dislike about Gainsight Customer Communities?** I wish the homepage was even more customizable with more options to design, slide, and dice widgets etc. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Gathering our customers under one roof to build relationships, share best practices, and help them support each other. Ultimately, the connectivity and efficiency of having ONE channel the org can engage with our customers is invaluable. **Official Response from Katherine Schulte:** > Thanks for leaving your review! ### 46. Easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Building Materials | Small-Business (50 or fewer emp.) **Reviewed Date:** December 18, 2024 **What do you like best about Gainsight Customer Communities?** It was very easy to connect with other professionals. I liked that I was able to build relationships easily on this platform. I also thought it was interesting to hear other leaders stories and experiences. **What do you dislike about Gainsight Customer Communities?** Not all discussions had high engagement. Also became a bit overwhelming in the start with everything. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** I had a problem of having limited opportunities to collaborate across teams, industries, and roles and Gainsight Customer communities include professionals from diverse sectors which really enabled cross-industry learning. ### 47. Quite happy with the processes overall **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consulting | Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2025 **What do you like best about Gainsight Customer Communities?** User-friendly, fairly priced based on value added **What do you dislike about Gainsight Customer Communities?** Concerns about how tailored it could be. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** Quick access on the information I need, easy to navigate and it's usability and how use-friendly it is. ### 48. Excellent Partner and Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Music | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2024 **What do you like best about Gainsight Customer Communities?** Rather than talk about specific features (of which there are many), I'd rather highlight that Gainsight and before that InSided have been a fantastic partner for many years now. Rather than a vendor, they are a true partner that's consistently worked with us to meet our goals and objectives, they listen to our feedback on existing and in-development features to improve their product offering. Our CSM is great at fostering relationships with between community teams at other enterprises where the platforms are at a similar lifecycle stage, allowing for the sharing of ideas and collaborative initiatives. **What do you dislike about Gainsight Customer Communities?** Depending on your needs, you may find the navigation is a little outdated (especially for mobile) when compared to other platforms where their features are similar to more well-known Social Media sites. Reporting dashboards could be a little more portable. It's all accessible through API but if you just want a downloadable or automated mailout of dashboards to senior leadership, the only solution requires more manual input. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** - Deflection of Customer Supported contacts, by providing users with a place to find Peer-2-Peer support solutions - Communicating product updates to our user base - Hosting customer success guides in the form of user generated tips and tricks for getting the most from our product ### 49. Community Platform for B2B Customers **Rating:** 5.0/5.0 stars **Reviewed by:** Kelly B. | Enterprise (> 1000 emp.) **Reviewed Date:** April 23, 2024 **What do you like best about Gainsight Customer Communities?** Gainsight is intuitive and simple to use, I was able to create our entire community with the support of 1 graphic designer. The ease of use tied to the Control or back end is why we ultimately purchased Gainsight over other community software. **What do you dislike about Gainsight Customer Communities?** I don't love the Event section or the reporting but both of those are on the roadmap for this year. **What problems is Gainsight Customer Communities solving and how is that benefiting you?** It helping us increase user engagement with our brand and product and allowing us to offer value added program that creates brand affinity. Community helps us scale our CS organization while driving product adoption and usage. Provides us a platform to hear our customers better and provides our customers the opportunity to learn from each other. ### 50. Gainsight Customer Communities experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Small-Business (50 or fewer emp.) **Reviewed Date:** February 14, 2025 **What do you like best about Gainsight Customer Communities?** It’s a great space to learn, share insights, and influence product development also collaboration, knowledge-sharing, and direct engagement with peers and experts **What do you dislike about Gainsight Customer Communities?** For me it's all right, and did not found the weakness **What problems is Gainsight Customer Communities solving and how is that benefiting you?** This helps me learn best practices, find solutions faster, and stay connected with experts ## Gainsight Customer Communities Discussions - [Can an Insided community (especially with your community powered knowledge base) exist as a bolt on, alongside an online help centre, or for real success, does a company need to commit to the community as the online resource for customer support?](https://www.g2.com/discussions/25155-can-an-insided-community-especially-with-your-community-powered-knowledge-base-exist-as-a-bolt-on-alongside-an-online-help-centre-or-for-real-success-does-a-company-need-to-commit-to-the-community-as-the-online-resource-for-customer-support) - 2 comments, 1 upvote - [What does inSided Online Community Platform do?](https://www.g2.com/discussions/what-does-insided-online-community-platform-do) - 1 comment - [What is a community platform?](https://www.g2.com/discussions/insided-online-community-platform-what-is-a-community-platform) - 1 comment - [View Gainsight Customer Communities pricing details and edition comparison](https://www.g2.com/products/gainsight-customer-communities/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-20+13%3A29%3A21+-0500&secure%5Bsession_id%5D=40616202-ec64-4d54-a8f9-03bfdaa990d1&secure%5Btoken%5D=e2b6b2b2ffc8822b2de4f8d9859839f1184787750abad0c7d80f2ac5f9e85066&format=llm_user) ## Gainsight Customer Communities Integrations - [Adobe Marketo Engage](https://www.g2.com/products/adobe-marketo-engage/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Fin](https://www.g2.com/products/fin/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - [Gainsight Product Experience](https://www.g2.com/products/gainsight-product-experience/reviews) - [GoTo Webinar](https://www.g2.com/products/goto-webinar/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Looker](https://www.g2.com/products/looker/reviews) - [Microsoft Dynamics 365 Connector](https://www.g2.com/products/microsoft-dynamics-365-connector/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [Power BI Solutions](https://www.g2.com/products/power-bi-solutions/reviews) - [Productboard](https://www.g2.com/products/productboard/reviews) - [Skilljar by Gainsight](https://www.g2.com/products/skilljar-by-gainsight/reviews) - [Skilljar Customer Education Platform](https://www.g2.com/products/skilljar-customer-education-platform/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Tableau](https://www.g2.com/products/tableau/reviews) - [Thought Industries](https://www.g2.com/products/thought-industries/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zoom Events and Webinars](https://www.g2.com/products/zoom-events-and-webinars/reviews) ## Gainsight Customer Communities Features **Community Building** - Member Profiles - Email & Notifications - Member Discovery - Member Referrals - Community Spaces - Paid Memberships - Multimedia Sharing - Courses **Community Improvement** - Gamification - Polls & Questions - Automation Rules **Customer Analytics** - Community Insights - Community Engagement Analytics - Downloadable Reports - ROI Tracking **Community Management** - Community Feeds & Discussions - Live Streaming - Chat & Messaging - Events Management - Admin Roles & Permissions **Agentic AI - Online Community Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Decision Making ## Top Gainsight Customer Communities Alternatives - [Higher Logic Thrive](https://www.g2.com/products/higher-logic-thrive/reviews) - 4.4/5.0 (427 reviews) - [Influitive](https://www.g2.com/products/jigsaw-interactive-influitive/reviews) - 4.4/5.0 (388 reviews) - [Bettermode](https://www.g2.com/products/bettermode/reviews) - 4.6/5.0 (115 reviews)