Gainsight CS

Customer success platform

4.3 /5 (30 reviews) Write a Review!

Gainsight CS Overview

What is Gainsight CS?

Gainsight CS is a customer success solution designed to help organizations streamline processes related to onboarding, retention, support, workflow management, and more by analyzing the customer journey across multiple channels. The platform enables managers to handle the training and implementation of new operations via video tutorials, walk-throughs, and other help documents.

Gainsight CS includes white-label capabilities, which allows enterprises to create personalized surveys using templates, send automatic follow-up reminders, and analyze customer responses via machine learning technology and text analytics. It offers numerous features such as account planning, interaction tracking, targeted campaigns, alerts, goal management, and more. Besides, a video messaging tool lets users record and send short videos to clients to improve customer engagement.

Gainsight CS enables teams to share client updates, insights, notes, emails, or to-do lists with external and internal stakeholders, facilitating collaboration across the organization. Plus, it supports integration with various third-party applications, including HubSpot, Microsoft Dynamics 365, Salesforce, SAP CRM, Slack, Google Analytics, and SurveyMonkey.

Gainsight CS Overview

Cost

Starting from
N/A

Pricing options

Free Trial
One Time License
Value for money

Contact Gainsight for pricing.


Gainsight CS Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
English

Media

Gainsight CS alerts
Gainsight CS case company & usage data
Gainsight CS performance dashboard
Gainsight CS customer scorecard
Gainsight CS NPS survey
Gainsight CS video Gainsight CS screenshot: Gainsight CS alerts Gainsight CS screenshot: Gainsight CS case company & usage data Gainsight CS screenshot: Gainsight CS performance dashboard Gainsight CS screenshot: Gainsight CS customer scorecard Gainsight CS screenshot: Gainsight CS NPS survey

Gainsight CS Reviews

Gainsight CS Reviews

Overall rating
4.3
/
5
Excellent
14

Very good
12

Average
3

Poor
1

Terrible
0

Value for Money
4.2
Features
4.4
Ease of Use
3.9
Customer Support
4.7
87% recommended this app
Jenna H.

At my prior employer we used Gainsight for our CRM.

Great for customer management, as well as daily/monthly task management!


Megan M.

Wonderful system for customer management!

Overall, using Gainsight has changed the way I work as an account manager. Before, I was using spreadsheets and other documents to track everything for my customer which was inefficient and cumbersome. Now, I'm able to set a plan for my customer upfront and use playbooks to follow and ensure the best experience possible for them! I will never go back to managing customers without it!


Verified Reviewer

Essential for my role

Overall, I'm satisfied with the tool. It's a required piece to the organization of my role.


Angela M.

Very difficult implementation

You will not get any value out of this product unless you map out very thoroughly all of your processes, the factors that make an account poor or healthy and you have a dedicated resource to configure the system - it is by no means a plug n play tool, and you need to know what your goals are from the beginning.

Unfortunately, our implementation has been very difficult, and I have heard the same from other companies as well. The system is very tricky and requires the support of an implementation project manager in order to get most things completed.

Their support team is very good, and now that I know the system pretty well I am adept at making configuration changes quickly.


Chad H.

The product delivers

I was pleased overall with the product and the service. I feel the product continues to evolve to serve the needs of CS management, the CSMs and other functions in the organization such as Sales.


Jenna H.
Company size: 51-200 Employees

At my prior employer we used Gainsight for our CRM.

Used Daily for 1+ year
Reviewed on 05/06/2018
Review Source: Capterra

Great for customer management, as well as daily/monthly task management!

Pros

I loved the ease of the product in managing tasks. It gave the option to snooze tasks to show that you've at least made an attempt prior to closing it out. Also, the fact that the product can integrate with Salesforce is great! It makes logging call activity for all of the company to see SO easy.

Cons

I didn't really have any cons in regards to the Software. I believe it's one of the products out there that you pay for what you get - it's by far the best CRM that I've used, thus far.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Megan M.
Industry: Security & Investigations
Company size: 51-200 Employees

Wonderful system for customer management!

Used Daily for 1+ year
Reviewed on 15/11/2019
Review Source: Capterra

Overall, using Gainsight has changed the way I work as an account manager. Before, I was using spreadsheets and other documents to track everything for my customer which was inefficient and cumbersome. Now, I'm able to set a plan for my customer upfront and use playbooks to follow and ensure the best experience possible for them! I will never go back to managing customers without it!

Pros

I really like using Gainsight to keep all of my customer information in one place. Daily, I use the tasks in my cockpit and success plans to keep me on task with my customer deliverables. The timeline allows me to have all of my notes, emails, and calls logged in one place. There are so many options to configure your customers C360, the options are almost endless.

Cons

I rarely have issues with using Gainsight, it really has changed the way I approach customer account management. I will say that there are times I have an issue with linking customer LinkedIn profiles, and I would love to see a more robust way to track customer org. charts. Otherwise, it's a wonderful tool!

Rating breakdown

Ease of Use

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Internet
Company size: 501-1,000 Employees

Essential for my role

Used Daily for 1+ year
Reviewed on 20/08/2020
Review Source: Capterra

Overall, I'm satisfied with the tool. It's a required piece to the organization of my role.

Pros

I really like how this software helps me to manage my portfolio, goals for each account and track to completion.

Cons

At times, it can be complex and not as user friendly. There is so much this tool can do but the report aspect isn't as intuitive as I'd like.

Rating breakdown

Ease of Use

Likelihood to recommend: 10.0/10

Angela M.
Company size: 13-50 Employees

Very difficult implementation

Used Daily for 6-12 months
Reviewed on 08/12/2016
Review Source: Capterra

You will not get any value out of this product unless you map out very thoroughly all of your processes, the factors that make an account poor or healthy and you have a dedicated resource to configure the system - it is by no means a plug n play tool, and you need to know what your goals are from the beginning.

Unfortunately, our implementation has been very difficult, and I have heard the same from other companies as well. The system is very tricky and requires the support of an implementation project manager in order to get most things completed.

Their support team is very good, and now that I know the system pretty well I am adept at making configuration changes quickly.

Pros

ability to sync BI data and use it in Gainsight functionality; Account Scoring functionality, good for customer success teams where CSMs manage a lot of accounts

Cons

difficult to configure without support, buggy,

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 4.0/10

Chad H.
Industry: Internet
Company size: 51-200 Employees

The product delivers

Used Daily for 2+ years
Reviewed on 24/10/2019
Review Source: Capterra

I was pleased overall with the product and the service. I feel the product continues to evolve to serve the needs of CS management, the CSMs and other functions in the organization such as Sales.

Pros

I had recently rolled out Gainsight at our organization. The tool is extremely powerful and allowed us to take advantage of our unique data model to achieve business outcomes. This included getting more visibility into the health of our customers and the ability to send targetted emails with dynamic data to our customers.

Cons

The recorded training was very long and painful. This needs to be improved.
There are some strange glitches and lack of user alerts that can be very annoying. The good news is that the Support and CSM team are extremely helpful.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
7.7/10
Based on 30 user ratings
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Gainsight CS Pricing

Gainsight CS Pricing

Starting from
N/A
Free Trial
One Time License
Value for money

Contact Gainsight for pricing.

Contact Gainsight for pricing.

Value for Money
4.2/5
Based on 30 user ratings
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Gainsight CS Features

Gainsight CS Features

API
Activity Dashboard
Ad hoc Reporting
Business Intelligence
Charting
Collaboration Tools
Customizable Reporting
Dashboard Creation
Data Filtering
Data Import/Export
Data Visualization
Monitoring
Multiple Data Sources
Predictive Analytics
Real Time Analytics
Real Time Data
Reporting & Statistics
Third Party Integration
Trend Analysis
Visual Analytics
Features
4.4/5
Based on 30 user ratings
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Categories

Additional information for Gainsight CS

Additional information for Gainsight CS

Key features of Gainsight CS

  • 100% native Force.com
  • 360 degree customer profiles
  • Automate scenario workflows
  • Call-to-action notifications
  • Commenting, notes & @mentions
  • Customer communications
  • Customer health score cards
  • Engagement analytics
  • Interactive report builder
  • NPS surveys
  • Pre-packaged analytics graphs
  • Renewals dashboard
  • Role-specific live dashboards
  • Rules-based alerts
  • Sort, filter and export data
  • Sponsor tracking
  • Task & call-to-action analysis
  • Task & call-to-action management
  • Triggered emails
  • Triggered lifecycle rules

Gainsight CS FAQs

Gainsight CS FAQs

Below are some frequently asked questions for Gainsight CS.

Q. What type of pricing plans does Gainsight CS offer?

Gainsight CS offers the following pricing plans:

Pricing model: One Time License

Free Trial: Not Available

Contact Gainsight for pricing.

Q. What are the main features of Gainsight CS?

Gainsight CS offers the following features:

  • 100% native Force.com
  • 360 degree customer profiles
  • Automate scenario workflows
  • Call-to-action notifications
  • Commenting, notes & @mentions
  • Customer communications
  • Customer health score cards
  • Engagement analytics
  • Interactive report builder
  • NPS surveys
  • Pre-packaged analytics graphs
  • Renewals dashboard
  • Role-specific live dashboards
  • Rules-based alerts
  • Sort, filter and export data
  • Sponsor tracking
  • Task & call-to-action analysis
  • Task & call-to-action management
  • Triggered emails
  • Triggered lifecycle rules

Q. Who are the typical users of Gainsight CS?

Gainsight CS has the following typical customers:

Large Enterprises, Mid Size Business

Q. What languages does Gainsight CS support?

Gainsight CS supports the following languages:

English

Q. What type of pricing plans does Gainsight CS offer?

Gainsight CS has the following pricing plans:

One Time License

Q. Does Gainsight CS support mobile devices?

Gainsight CS supports the following devices:

Android, iPhone

Q. What other apps does Gainsight CS integrate with?

Gainsight CS integrates with the following applications:

Azuqua, Datahug, Influitive, Komiko, Marketo Engage, Mixpanel, MoData, Pendo, ReferenceEdge, Salesforce Service Cloud

Q. What level of support does Gainsight CS offer?

Gainsight CS offers the following support options:

Knowledge Base, Online Support, FAQs, Phone Support, Video Tutorials