[ Gainsig... Reviews ](https://www.g2.com/products/gainsight-customer-success/reviews) [ Gainsig... Reviews ](https://www.g2.com/products/gainsight-customer-success/reviews) # Gainsight Customer Success Features ##### ## Customer Information (9) Customer Health Scores Provides users a customer-specific score to determine the overall satisfaction of each customer. Customer Monitoring Monitor customer actions overall as well as their interactions with different teams within the company, such as the support team Customer Profiles Gain a holistic view of your customers. Create customer profiles based on data pulled in from multiple sources including CRMs, service desks, marketing tools, and financial systems such as accounting and payroll software. Playbooks Create and structure key customer success processes into a "playbook" to create unified team best practices for handling customers. Customer Segments Separate customers into similar segments based on criteria such as subscription models, support needs, or usage behaviors to allow for more personalized and specific attention. Product Engagement Identify which customers are getting the most out of your products or services and highlight those who have not yet fully adopted or may need further training. Surveys Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information. NPS of Customers Calculate NPS of customers Customer Engagement Initiate interactions with customers by proactively starting conversations or providing informational content Show More ##### ## Predictions (12) Churn Risk Calculates the risk that your customers will not renew or continue using your product or service. Upsell Opportunities Discovers and highlights factors that lead to upsell opportunities. Custom Triggers Allows users to set custom triggers to signal actions that will lead a customer to act in a particular way. Machine Learning Ability for the platform to learn and improve predictions based on previous customer behavior and a growing database of customer information. Service Quality Assurance Service quality is measured in real time to provide alerts to case managers on opportunities for improvement Predictive Analytics Predict future data based on historical data sets Revenue Impact Measures the business value of each customer and their contribution to the company bottom line. Artificial Intelligence AI technologies like NLP, NLU, and/or NLG are used to analyze and process text provided by customer interactions. Sentiment The product automatically discerns customer sentiment from text and/or calls for proactive action. Retention Calculates the likelihood of your customers continuing to use your product or leaving. Behavior Analytics Track and analyze user behavior within a system or network Usage Tracking/Analytics Track and interpret metrics on the usage of company resources Show More ##### ## Platform (32) Reporting & Dashboards Access pre-built and custom reports and dashboards for viewing Third-Party Integrations Set up connections to third-party platforms to improve business processes Data Import & Export Tools Ability to input, modify, and extract data from the application in bulk through a structured file. Workflow Capability Automates everday customer success functions for more efficient and effective day-to-day processes. Notifications Set alerts for customer actions in order to respond quickly and proactively. Customization Allows administrators to accommodate their unique process. Includes ability to create custom objects, fields, rules, calculations, and views. Scalability Ability for the platform to grow with the user's company and support an increasing number of customers and users within the platform. Data Security The measures taken to ensure that the customer data being held within the platform is being hosted in a safe environment and is not prone to risks. Performance & Reliability Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Real-Time Data Receive data and information in real time Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Churn Management Identify customers at risk of migration and activate strategies to retain them Survey/Poll Management Create and administer polls and surveys Communication Management Manage and track all internal and external communication conducted via calls, email, text, or chat Task Management Create, manage and track all task activities and progression Customer Management Store and organize information about customers and previous interactions Account Management Renewal Management Manage and track the renewal process for various services, subscriptions, contracts, or licenses Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Revenue Management Monitor sales and make necessary adjustment in order to increase demand and revenue Workflow Management Create, design and manage workflows for repetitive tasks Contact Management Manage, organize, and store contact information Email Management Manage, store and organize emails within the system or via third-party apps Configurable Workflow Configure existing workflows to meet your organization's needs Health Score Generates a score that represents the likelihood of customer churn and customer satisfaction. Customer Profiles Catalogues and organizes a profile for each customer where every data point is attributed to. Notifications Set alerts for customer profiles in need of urgent attention and resolution. NPS of Customers Calculate NPS of customers Show More ##### ## Sales Team (2) Flexible Sales Process Can operate under at least two distinct sales methodologies Playbooks Creates and stores multiple playbooks for sales Show More ##### ## Intelligence (3) Opportunity Identification Highlights cross-sell, upsell, and white space opportunities Zero-touch Renewals Can fully automate the deal renewal process Smart Content Suggests content appropriate to stage and tone of the deal Show More ##### ## Mapping (2) Multiple Org Charts Allows multiple relationship maps for each account and opportunity Stakeholder Roles Includes explicit definitions of stakeholder roles Show More ##### ## Analytics (4) Net Promoter Score (NPS) Calculates net promoter score (NPS) using customer feedback data. Customer Satisfaction (CSAT) Score Calculates customer satisfaction (CSAT) score using customer feedback data. Customer Effort Score (CES) Calculates customer effort score (CES) using customer feedback data. Gamification Provides gamification tools to incentivize employees to leverage customer feedback insights. Show More ##### ## Customization (11) Stakeholder Management Provides insight concerning engagement with various stakeholders in regards to customer feedback and experience. Multilanguage Support Allow users to create surveys and repond to customer feedback in a variety of languages. Multiple Branding Support Allows users to deploy surveys and intake feedback data for multiple brands. Vertical-specific Solutions Vendor provides industry- or role-specific experience management solutions. Customizable Branding Add customized logos and colors to align with company branding Knowledge Management Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Workflow Management Create, design and manage workflows for repetitive tasks Email Management Manage, store and organize emails within the system or via third-party apps Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Survey/Poll Management Create and administer polls and surveys Negative Feedback Management Identify, track, and respond to negative feedback Show More ##### ## Generative AI (9) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. Show More ##### ## Agentic AI - Customer Success (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Multi-Language Manage and support multiple languages Show More ##### ## Agentic AI - Experience Management (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Multi-Language Manage and support multiple languages Show More ##### ## Agentic AI - Customer Revenue Optimization (6) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Additional Functionality (92) Real-Time Reporting Active reporting of data and metrics Drag & Drop Assemble applications and processes by dragging over and arranging pre-built components Surveys & Feedback Gauge satisfaction and receive information for improvement and success Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics NPS Survey Structure Measuring and analyzing Net Promoter Scores to evaluate customer loyalty and satisfaction levels Customizable Forms Customize contracts and forms to collect specific information Visual Analytics Interact with data visualization elements, such as charts and graphs, to drill down into data Data Visualization Graphical representation of data Customer Segmentation Process of dividing customers into groups based on common characteristics Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Customer Journey Mapping Visualize and analyze customer experience across all touchpoints and channels Text Analysis Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc Customizable Reports Alter the layout and content of reports Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Access Controls/Permissions Define levels of authorization for access to specific files or systems CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Multi-Channel Data Collection Collect information from multiple sources Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Customizable Fields Customize data fields to support various needs and use cases Real-Time Analytics Analyze and gain insights into data in real-time Predictive Analytics Predict future data based on historical data sets Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Trend Analysis Review data from past periods to reveal recurring tendencies and predict future performance API Application programming interface that allows for integration with other systems/databases AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Engagement Tracking Tracks metrics that provide insight into how a user interacts with any interface or product Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Loyalty Program Offer prizes, discounts, and other incentives for customers to earn reward points on purchases and redeem them for future purchases AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Campaign Personalization Personalization Adjust communications based on previous interactions or personal preferences Email Campaign Management Plan, execute, and analyze email marketing campaigns A/B Testing Test multiple versions of emails, forms, content, or other campaign elements to gauge effectiveness Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Renewal Management Manage and track the renewal process for various services, subscriptions, contracts, or licenses Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Workflow Management Create, design and manage workflows for repetitive tasks Behavioral Targeting Display advertising and marketing messages to users based on their browsing history and preferences Customer Engagement Initiate interactions with customers by proactively starting conversations or providing informational content Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Engagement Tracking Tracks metrics that provide insight into how a user interacts with any interface or product Task Management Create, manage and track all task activities and progression Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Behavior Tracking Track visitors'/audience's responses across web pages and other optimized content Retention Tracking Measures the retention rate and satisfaction of customers. Support Ticket Management Allow customers/users to submit support queries and service requests User Onboarding Guide new users to understand and become proficient in using a product or service Lifecycle Management Manage the end-to-end lifecycle, from initial setup/development to deployment and maintenance Customer Surveys Tool to send questionnaires to customers to gauge feedback Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Real-time Alerts Receive notification of issues as soon as they occur Customer Journey Mapping Visualize and analyze customer experience across all touchpoints and channels Cancellation Management Allow customers to cancel their subscription remotely. Third-Party Integrations Set up connections to third-party platforms to improve business processes Review Monitoring Automatically monitor and receive alerts for any new online reviews Customer Data Management Searchable repository of information about clients Referral Tracking Log and store the source of contacts/leads Customer Communication Ability to communicate to customers through at least one channel such as email, live chat, phone, or social media. Churn Management Identify customers at risk of migration and activate strategies to retain them Marketing Automation Automate workflows and trigger campaigns based on customer actions Referral Management Log and store the source of contacts/leads Customer Segmentation Process of dividing customers into groups based on common characteristics Messaging Communicate using messages within the system Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows Onboarding Process of familiarizing new clients, stakeholders or employees with the company, a new location, or a service Chat/Messaging Communicate using direct chat or messages within the system Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Activity Tracking Track and document all activities across devices, networks, and other systems CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system API Application programming interface that allows for integration with other systems/databases Customer Database A collection of customer information such as contact details, demographics, previous interactions, etc. Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Widgets An extended application or connector that enables users to perform additional services with their current set of tools Win/Loss Analysis Analyze lost and won opportunities AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Event Triggered Actions Predefined actions automatically performed on the occurance of specific events Surveys & Feedback Gauge satisfaction and receive information for improvement and success Engagement Tracking Tracks metrics that provide insight into how a user interacts with any interface or product Customer Segmentation Process of dividing customers into groups based on common characteristics Customizable Reports Alter the layout and content of reports Drag & Drop Assemble applications and processes by dragging over and arranging pre-built components Customer History Access previous interactions or concerns to maintain customer relationships Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Customizable Forms Customize contracts and forms to collect specific information Customizable Branding Add customized logos and colors to align with company branding Usage Tracking/Analytics Track and interpret metrics on the usage of company resources Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Account Alerts Informs of any account changes and notifications Show More ## 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