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
Shivang M.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Aug 2024
Ease of Use with Centralized Information
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Gainsight offers advanced health scoring algorithms that integrate multiple data points, providing a holistic view of customer health. Gainsight seamlessly integrates with major CRM systems like Salesforce, enabling smooth data flow and enhanced customer insights. The platform allows for extensive automation of customer success workflows, including automated CTAs (Call to Actions) and playbooks. It provides tools to map and manage the entire customer journey, ensuring consistent and personalized customer experiences. The platform emphasizes driving customer outcomes and success, not just tracking metrics.
What is your favorite aspect of this product?
Gainsight has a strong community and ecosystem, offering resources like Pulse conferences, online communities, and extensive training materials. Gainsight Customer Success offers a wide range of integrations to enhance its functionality and seamlessly connect with other tools in your tech stack like Zendesk, ServiceNow, Microsoft Teams, MySQL etc. These integrations help ensure that Gainsight can be the central hub for your customer success operations, providing a unified view of customer data and enabling more effective management of customer relationships.
What do you dislike most about this product?
Gainsight can be complex to set up and configure, often requiring dedicated resources or expert help. New users may find the platform challenging to learn and navigate initially. Customizing the platform to fit specific business needs can be difficult without a dedicated admin. Gainsight can be expensive, especially for smaller businesses or startups. The pricing model may not be as flexible as some competitors. Some users have experienced performance issues, particularly with large datasets. The platform can sometimes be slow, affecting user experience.
What recommendations would you give to someone considering this product?
If your organization has the resources to manage and customize the platform, Gainsight can be a powerful tool to enhance customer success efforts. However, it’s important to weigh the benefits against the potential challenges, such as cost and complexity. Despite some drawbacks, many users find that the benefits of Gainsight outweigh the challenges, particularly for larger organizations with the resources to manage and customize the platform effectively.
Pros
- Effective Service
- Caring
- Respectful
- Friendly Negotiation
Please tell us why you think this review should be flagged.
Pavan K.
- Role: Sales Marketing
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Aug 2024
Customer Success with more vendor features
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Gainsight customer success features with analytical and internal upgrades.
What is your favorite aspect of this product?
Data visualizations and customization are made easy to integrate
What do you dislike most about this product?
There is nothing more to dislike about the product but need to look into the pricing model
What recommendations would you give to someone considering this product?
Make it easy to implement with other applications which helps in making things easy to construct data.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Santosh G.
- Role: Sales Marketing
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Aug 2024
"User Friendly, Though Slightly Expensive."
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Performance.
What is your favorite aspect of this product?
User Interface.
What do you dislike most about this product?
The customer support response time is bit slow.
What recommendations would you give to someone considering this product?
Check for any additional costs or fees.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
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