Gainsight Customer Success Logo
Gainsight Customer Success Logo
Gainsight

Gainsight Customer Success

Composite Score
7.6 /10
CX Score
7.9 /10
Gainsight Customer Success
7.6 /10

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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Awards & Recognition

Gainsight Customer Success won the following awards in the Customer Success category

Gainsight Customer Success Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Gainsight Customer Success.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

5
Since last award

95 Plan to Renew

2
Since last award

82 Satisfaction of Cost Relative to Value

7
Since last award


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+84 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?

7% Negative
3% Neutral
90% Positive

Pros

  • Respectful
  • Enables Productivity
  • Unique Features
  • Reliable

Feature Ratings

Average 78

Customer Scorecards

87

Account Health Tracking

85

Centralized Note Taking

84

Reporting and Analytics

82

Surveys and Polling

81

CRM Integration

79

Onboarding Collateral Management

75

Onboarding Portal

75

Onboarding Workflow Management

72

Vendor Capability Ratings

Average 78

Ease of Customization

83

Business Value Created

82

Ease of Data Integration

82

Breadth of Features

81

Product Strategy and Rate of Improvement

79

Availability and Quality of Training

76

Ease of Implementation

75

Usability and Intuitiveness

75

Quality of Features

74

Vendor Support

74

Ease of IT Administration

72

Gainsight Customer Success Reviews

Shivam K.

  • Role: Operations
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2024

Pricey, technical, needs a full time admin.

Likeliness to Recommend

3 /10

What differentiates Gainsight Customer Success from other similar products?

If implemented right, one of the best tools, with a full time admin. If not, very heavy to implement and improve.

What is your favorite aspect of this product?

Customization

What do you dislike most about this product?

Too technical to implement

What recommendations would you give to someone considering this product?

Understand the lift required to implement a CS tool and that too Gainsight. A CS tool is merely a reflection of your underlying data and can only work if you fix your CRM/other tools first

Pros

  • Security Protects
  • Unique Features
  • Reliable
  • Enables Productivity

Cons

  • Inhibits Innovation
  • Less Inspiring
  • Vendor Friendly Policies

Gina G.

  • Role: Human Resources
  • Industry: Media
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Gainsight is a great customer journey assistant

Likeliness to Recommend

9 /10

What differentiates Gainsight Customer Success from other similar products?

Whit the right implementation team, a well-planned customer experience, and close collaboration with Gainsight or an external consultant, Gainsight can be a very effective tool.

What is your favorite aspect of this product?

Gainsight allows us to incorporate consumer information into our SFDC system and alert a broader audience to potential challenges and account categories. Overall, the tool offers a comprehensive way to monitor account activity and potential dangers.

What do you dislike most about this product?

It would be great if Gainsight had an operations and management checklist that the CS Ops team could use to follow certain protocols when implementing manuals.

What recommendations would you give to someone considering this product?

At the moment, we monitor customer engagement, risks, and account health scores with Gainsight.

Pros

  • Helps Innovate
  • Reliable
  • Efficient Service
  • Security Protects

Brad T.

  • Role: Sales Marketing
  • Industry: Media
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Excellent CS account portfolio management tool

Likeliness to Recommend

8 /10

What differentiates Gainsight Customer Success from other similar products?

Gainsight helps with managing strategic client account portfolios by tracking their engagement and health. If I ever leave the office, my backup coworkers and manager can pick up where I left off. And if I ever need information about past encounters, I can simply search my timeline.

What is your favorite aspect of this product?

I like Gainsight as an effective data analysis tool. Able to connect sets of plates. You can see it in the Control Panel. Amazing team and backup team. Have the ability to convey the client's story in its entirety. Constantly offer updates and suggestions to improve processes.

What do you dislike most about this product?

It may take some time for new Gainsight administrators to fully understand what it means to be an administrator. You must keep in mind that the first two years will be full of ideas and failed attempts to implement them because it is a learning-by-doing tool. That, however, quickly disappears once you master the fundamentals and master the features.

What recommendations would you give to someone considering this product?

By using Playbooks within CTAs, Gainsight helps me with risk management and escalation for my clients and brokers who are at risk.

Pros

  • Continually Improving Product
  • Enables Productivity
  • Efficient Service
  • Saves Time

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