One of the things I really appreciate about Gainsight is how flexible it is for creating and managing in-app engagements. There's definitely a bit of a learning curve as first, but once ramped up, I’ve been able to build meaningful engagements like release notes pop-ups and guided tours with minimal guidance. The audience targeting options are really robust too, which helps us make sure the right message gets to the right people. Another big plus is the ability to clone and template engagements, which has saved us a ton of time when creating regular updates.

The Analytics feature has been incredibly valuable, providing real-time visibility into how users interact with our in-app engagements. Instead of waiting on delayed reports, we can immediately gauge the effectiveness of a new guide or prompt, allowing us to iterate and optimize our strategy on the fly.

The support team and especially our CSMs have been very supportive and I am consistently impressed with their technical knowledge. Review collected by and hosted on G2.com.

One challenge we've faced with Gainsight is the occasional inconsistency during testing engagements, like trying to get pop-ups to reappear for demo purposes or when troubleshooting settings. It can feel a bit unclear at times, which has led to some confusion and extra steps. However, their support team has been great at helping us work through these issues.

Another area for improvement could be the editor. While it's powerful, the preview sometimes doesn’t reflect what actually appears live, especially with custom CSS changes or fonts. It’s a minor inconvenience, but streamlining this would make the creation process even more efficient. Review collected by and hosted on G2.com.

Easy configuration of in-app engagements and surveys, limited coding to get everything to work, some nice out-of-the-box analyses tools on usage data, very intuitive Review collected by and hosted on G2.com.

Deep-diving into the gathered usage data beyond the built-in functionality is not that easy. For these kinds of analyses, we typically revert to Gainsight CS, based on the PX usage data. Review collected by and hosted on G2.com.

I like the concept of Product Experience, but the reality does not align/match. Review collected by and hosted on G2.com.

Outside of configuring the hub with content, we have not been successful with this product since May, '24. Review collected by and hosted on G2.com.

Improving customer health for our customers. Review collected by and hosted on G2.com.

I need more training on how to use it since I'm new to the product Review collected by and hosted on G2.com.

As a Customer Success professional, I am tasked with knowing the health of my customers as well as tracking any product adoption and engagement. I use Gainsight daily to check dashboards and portfolios presented to me with real-time visuals that are an invaluable tool for client retention and satisfaction. It helps me to prepare for my client meetings so I can be more educated on client trends, and this in turn bolsters my goal of excellent customer support for all of my clients. Review collected by and hosted on G2.com.

I don't see any downsides at this point. The ability to customize and get granular is helpful, and my company does not always get as granular as I like, but that is not a GS issue. Review collected by and hosted on G2.com.

From initial onboarding to ongoing support and growth of the customer, it's an excellent tool to collect usage data and reports to understand complete customer behavior and proactively guide them toward valuable features and services. Review collected by and hosted on G2.com.

There is nothing that comes to my mind about disliking anything about Gainsight. Review collected by and hosted on G2.com.

Gainsight hosts our customer data model - classifying our entire customer base nightly into the journey phase segments we have defined based on criteria. Enhancing the customer journey with automation to drive better outcomes has been a cornerstone of our ability to scale and drive personalized experiences across our entire customer base. Predictability in engagement and automatically identifying risk is streamlined with the capabilities Gainsight provides us. Review collected by and hosted on G2.com.

Many of the workflows we've designed around Time and Consumption would be even easier if we had a built-in solution pattern for subscription-based SaaS businesses. Much of the development work has been focused on creating time and consumption views of customers, including reporting and alerting that seem generic (in many cases), such as sending a customer a CSAT survey once a customer transitions to a new journey phase. It would be great to see SaaS Solution Patterns built into the platform in the future - it would make adoption much easier for customers who don't have the ability to customize the platform. Review collected by and hosted on G2.com.

The adoption metrics and the granularity which we can see and augment the user journey in our software. The Engagement quality and the output you can create The dashboards showing adoption and other KPIs - really implies sharing the with stakeholders. Review collected by and hosted on G2.com.

Some of the complexity around triggering engagements with RegEx seemed overly complicated The engagement editors can be finicky The reporting and export configuration can be lacking in some use cases. Review collected by and hosted on G2.com.

We like the KC Bot capabilities and distributing the NPS in app. Review collected by and hosted on G2.com.

It lacks AI functionality within the KC Bot and the automated system mapper (suggestion mode) doesn't work all that well so we end up needing to do direct in-app mapping which is time consuming. We've also run into issues where the in-app mapper doesn't appear even though things are configured correctly on our end. Custom analytic report have a steep learning curve compared to Gainsight NXT. Review collected by and hosted on G2.com.

Gainsight makes my role easy! CTA and task creation, which I use EVERYDAY makes it easy to ensure my customers receive valid touchpoints. I'm also able to track the success of my customer as I work with them. Review collected by and hosted on G2.com.

Still learning to use GS to its fullest, which can be a challenge since the system offers so many opportunities. Review collected by and hosted on G2.com.