What is Gainsight Customer Success?
Gainsight CS is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers. Easily access customer insights in a centralized view. Utilize all survey types for a best-in-class customer feedback program.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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90 Likeliness to Recommend
98 Plan to Renew
83 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+85 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Gainsight Customer Success?
Pros
- Acts with Integrity
- Respectful
- Fair
- Transparent
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
API Framework
Data Visualization
Questionnaire Design/Survey Builder
Alerts
Text Analytics
Dashboards, Analytics and Reporting
Multi-Channel Data Collection
Sentiment Analytics
Vendor Capability Ratings
Business Value Created
Usability and Intuitiveness
Quality of Features
Breadth of Features
Ease of Data Integration
Ease of Implementation
Ease of IT Administration
Product Strategy and Rate of Improvement
Vendor Support
Ease of Customization
Availability and Quality of Training
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Gainsight Customer Success Reviews
Eric S.
- Role: Operations
- Industry: Technology
- Involvement: Initial Implementation
Submitted Sep 2022
Streamlined and intuitive product for your CS team
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Ease of use. Intuitive. Saved our CS a lot of time compared to the clicks they would go through in our prior tech setup.
What is your favorite aspect of this product?
C360 views. Helps our CS team get what they need, and fast.
What do you dislike most about this product?
Journey Orchestrator is severely lacking for a program and survey tool. Limited capabilities, limited success tracking. We have had some issues with this product.
What recommendations would you give to someone considering this product?
If you need a streamlined CS tool that is intuitive and easy to use, this is for your org. It saves our people so much time to get what they need and to do their jobs efficiently.
Pros
- Reliable
- Enables Productivity
- Saves Time
- Performance Enhancing
Please tell us why you think this review should be flagged.
Eddie A.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Sep 2022
Key to Enterprise CS Org Growth!
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
The modules available provide a very deep array of possible customizations you can leverage this product for. It feels like they are leaps and bounds ahead of similar products.
What is your favorite aspect of this product?
I think it has to be the level of community, support, and excitement they generate around the CS space using this product. Nick and his team have taken the time to really nurture the CS space and establish some essential best practices within a very young industry.
What do you dislike most about this product?
I think the lack of support and implementation support are worrying. This product is not easy to roll out and the first year presents so much that could go wrong that they must do a better job at selling the entire solution to ensure a positive implementation experience.
What recommendations would you give to someone considering this product?
Be ready to invest not only heavily in the product but also the people in or around your org that will support it. Make sure you go in with an open mind and ready to question any previously standard CS motion to see if it really is the right motion. ROI will seldom be provable in year 1 be ready with a multi year plan to report to ELT.
Pros
- Performance Enhancing
- Enables Productivity
- Unique Features
- Inspires Innovation
Cons
- Wastes Time
- Under Delivered
Please tell us why you think this review should be flagged.
Gunjan N.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Sep 2022
Critical to my Career in CS Ops
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Breadth of functionality and use cases possible, flexibility and customizability. It truly has the potential to be an enterprise platform, much more than any competitor.
What is your favorite aspect of this product?
It is built with end users in mind, which can be troublesome at first, but makes sense in the end.
What do you dislike most about this product?
Decisions are often made by the product team for us without considering different business models. We need the flexibility to make the product even more versatile and customizable no matter the business model.
What recommendations would you give to someone considering this product?
Be ready to hire not just a single admin but a team, if you are truly looking to make it successful. It must be at the core of your CX processes.
Pros
- Respectful
- Performance Enhancing
- Enables Productivity
- Trustworthy
Cons
- Less Effective Service
- Less Efficient Service
- Wastes Time
Please tell us why you think this review should be flagged.
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