Gainsight Customer Communities Pros and Cons

Gainsight Customer Communities Pros and Cons: Top 5 Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users highlight the ease of use of Gainsight Customer Communities, appreciating its straightforward design and management features. (29 mentions)

Users highlight the fantastic customer support and ease of use, enhancing the overall experience with Gainsight. (21 mentions)

Users value the robust features and ease of use in Gainsight Customer Communities, enhancing their engagement experience. (16 mentions)

Users value the wide range of integrations with Gainsight Customer Communities, enhancing data flow and user experience. (13 mentions)

Users appreciate the easy connection with professionals, fostering relationships and a sense of community for support and ideas. (13 mentions)

Users note the missing features in Gainsight Customer Communities, but appreciate the team's responsiveness and upcoming improvements. (13 mentions)

Users find a lack of customization in Gainsight Customer Communities, wishing for more advanced features to enhance usability. (9 mentions)

Users find the interface design confusing, hindering usability and making onboarding challenging for newcomers. (7 mentions)

Users find the event management functionalities limited and desire more customization and moderation options for scalability. (5 mentions)

Users find the analytics inadequate and desire more advanced filtering and tracking capabilities for better insights. (4 mentions)

5 Pros or Advantages of Gainsight Customer Communities

1. Ease of Use

Users highlight the ease of use of Gainsight Customer Communities, appreciating its straightforward design and management features.

See 29 mentions

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Lewys G.

Enterprise (> 1000 emp.)

5.0/5

"Great platform, great CSM, and great support"

What do you like 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 quickl

Verified User

Enterprise (> 1000 emp.)

5.0/5

"Great tool with a great team behind it"

What do you like about Gainsight Customer Communities?

Our transition from our old community provider to inSided was very painless and was helped a lot by our amazing onboarding team, especially Vish. The

2. Customer Support

Users highlight the fantastic customer support and ease of use, enhancing the overall experience with Gainsight.

See 21 mentions

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Stine H.

Mid-Market (51-1000 emp.)

4.5/5

"Excellent community platform with a helpful team behind!"

What do you like 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

Marek B.

Mid-Market (51-1000 emp.)

4.0/5

"InSided is an great comprehensive platform for any saas company which wants to build true Community"

What do you like about Gainsight Customer Communities?

Good support, ease of use. Comprehensive capabilities of creating internal spaces for various groups, which helps us streamline groups&topics for

3. Features

Users value the robust features and ease of use in Gainsight Customer Communities, enhancing their engagement experience.

See 16 mentions

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Lewys G.

Enterprise (> 1000 emp.)

5.0/5

"Great platform, great CSM, and great support"

What do you like 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 quickl

John N.

Small-Business (50 or fewer emp.)

3.5/5

"Insided community in a box"

What do you like about Gainsight Customer Communities?

1) Useful amount of features out of the box and a quick way to spin up a community without taking on lots of tech debt. 2) Ability to deep link into

4. Integrations

Users value the wide range of integrations with Gainsight Customer Communities, enhancing data flow and user experience.

See 13 mentions

See Related User Reviews

Stine H.

Mid-Market (51-1000 emp.)

4.5/5

"Excellent community platform with a helpful team behind!"

What do you like 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

Ellie S.

Mid-Market (51-1000 emp.)

4.5/5

"Easy to get up and running quickly + deliver big impact"

What do you like about Gainsight Customer Communities?

Very easy for a non-technical leader to implement with little dev resources required; OOTB integrations are super easy. custom pages are a big new dev

5. User Interaction

Users appreciate the easy connection with professionals, fostering relationships and a sense of community for support and ideas.

See 13 mentions

See Related User Reviews

Verified User

Small-Business (50 or fewer emp.)

4.0/5

"Easy to use"

What do you like 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 in

Janae J.

Enterprise (> 1000 emp.)

4.5/5

"it provided good insight"

What do you like about Gainsight Customer Communities?

it helps build the customer connection. Makes it easier to find the solution and implement it.

5 Cons or Disadvantages of Gainsight Customer Communities

1. Missing Features

Users note the missing features in Gainsight Customer Communities, but appreciate the team's responsiveness and upcoming improvements.

See 13 mentions

See Related User Reviews

Alex F.

Mid-Market (51-1000 emp.)

5.0/5

"Excellent community platform with fast time to value and a great team"

What do you dislike about Gainsight Customer Communities?

There are still some features that I might say are "missing" compared to competitors but I would take fast time to value over feature depth any day.

Verified User

Enterprise (> 1000 emp.)

4.0/5

"Good out of the box features - hoping to see more soon"

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 hom

2. Limited Customization

Users find a lack of customization in Gainsight Customer Communities, wishing for more advanced features to enhance usability.

See 9 mentions

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Giorgos V.

Mid-Market (51-1000 emp.)

3.0/5

"Great experience using it"

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, whi

Georgios (George) A.

Enterprise (> 1000 emp.)

5.0/5

"Great help to connect with customers"

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

3. Poor Interface Design

Users find the interface design confusing, hindering usability and making onboarding challenging for newcomers.

See 7 mentions

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Brenna B.

Small-Business (50 or fewer emp.)

5.0/5

"inSided is Incredibly Impactful"

What do you dislike about Gainsight Customer Communities?

The platform's user interface can be confusing and overwhelming for first-time users, and the onboarding process may not be as straightforward as it c

Verified User

Mid-Market (51-1000 emp.)

4.0/5

"Very happy with the overview that it gives me of the recent activities on our platform!"

What do you dislike about Gainsight Customer Communities?

It's just a tiny thing, but when responding to topics as a moderator in the backend, the layout of what you're writing doesn't come up the exact same

4. Event Management

Users find the event management functionalities limited and desire more customization and moderation options for scalability.

See 5 mentions

See Related User Reviews

Kelly B.

Enterprise (> 1000 emp.)

5.0/5

"Community Platform for B2B Customers"

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.

Daniele B.

Enterprise (> 1000 emp.)

4.5/5

"A Well-structured platform for your online communities, with lots of potential for growth."

What do you dislike about Gainsight Customer Communities?

Like every software, there are some shortcomings: The Event Area is very limited in functionalities and a Notification Center is missing completely

5. Inadequate Analytics

Users find the analytics inadequate and desire more advanced filtering and tracking capabilities for better insights.

See 4 mentions

See Related User Reviews

John M.

Enterprise (> 1000 emp.)

5.0/5

"The best Community platform for B2B SaaS"

What do you dislike about Gainsight Customer Communities?

There a a few things that I would like to see improved on the platform: The management of groups and events as well as moderation can only be done

Stine H.

Mid-Market (51-1000 emp.)

4.5/5

"Excellent community platform with a helpful team behind!"

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 gr

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Nicola Z.

Strategic CSM

Enterprise (> 1000 emp.)

3/13/2025

"Helpful resources to improve product usage"

4.5/5

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Dipesh J.

Analyst

Mid-Market (51-1000 emp.)

11/19/2025

"Valuable Insights Beyond Customer Interactions"

4.5/5

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 Review collected by and hosted on G2.com.

What do you dislike about Gainsight Customer Communities?

the design part can it be worked on and the niche Review collected by and hosted on G2.com.

Diego H.

Special Services Representative

Mid-Market (51-1000 emp.)

3/3/2025

"Best way to connect with customers and know their opinions!"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Internet

Mid-Market (51-1000 emp.)

2/19/2025

"Solid Platform for Customer Support Communities"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Giorgos V.

Senior Tech Partner | IT & Data | Benelux

Mid-Market (51-1000 emp.)

3/21/2025

"Great experience using it"

3/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Georgios (George) A.

Senior Technical Talent Acquisition Specialist

Enterprise (> 1000 emp.)

3/21/2025

"Great help to connect with customers"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

4/18/2025

"Solid community tool if you stick with it"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Market Research

Small-Business (50 or fewer emp.)

3/18/2025

"Best Costomer service"

0/5

What do you like best about Gainsight Customer Communities?

Helping coustmer to create software according to their personal needs by standard customize easy way . Review collected by and hosted on G2.com.

What do you dislike about Gainsight Customer Communities?

Lake ok availability and latency of respons . Review collected by and hosted on G2.com.

Kimberly S.

Global Program Manager, Scaled Customer Success

Enterprise (> 1000 emp.)

5/29/2025

"Gainsight Community is a one-stop-shop for our customers!"

5/5

What do you like best about Gainsight Customer Communities?

You can build out an extremely visually appealing space that customers can identify with. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Diana H.

Business Development Representative

Small-Business (50 or fewer emp.)

3/17/2025

"great service - exceeded my expectations!"

5/5

What do you like best about Gainsight Customer Communities?

It´s great that I can keep testimonials, and best customer successes in one place Review collected by and hosted on G2.com.

What do you dislike about Gainsight Customer Communities?

not really something that I can think of at the minute of testing the software Review collected by and hosted on G2.com.

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) Review collected by and hosted on G2.com.