Gainsight CS

So pleased with how effortlessly everything works

Pluspunten:

I like how simple Gainsight has been to use and implement. We have been able to accomplish more with Gainsight in 3 months than we did with Strikedeck in 3 years.

Minpunten:

The cost is high on a per license basis. Gainsight is very heavy on the resource side when it comes to implementation.

The best tool to manage your clients as a Customer Success team member

Opmerkingen: I am very happy because I can finally manage my clients in an easy way, check their customer journey status, they health, the notes from previous calls and the interactions.

Pluspunten:

It is super flexible. The reporting capabilities as very advanced, the support team is always able to help, and it's possible to get anything important in a couple of clicks. The interface is clear and easy to understand.

Minpunten:

The tool is very powerful so it's not so easy to use at first. There are so many components that could make your life easier, and it's important to carefully go through the documentation (spending A LOT of time) to be able to understand how it works. Don't try to use it without having studied, it will be a terrible mistake

Easy to use Customer Success Management & Analytics Tool

Opmerkingen: We have integrated Gainsight for our customer success workflows, and the experience has been a mixed bag. The ability to demonstrate customer health, automate surveys, creation account plans are some of the impactful features, however, the challenges with reporting, and real-time bidirectional sync with Salesforce make a life for admins challenging.

Pluspunten:

Gainsight provides solutions for most customer success workflows like account health, advocacy, customer satisfaction surveys, NPS, and account plans. The UI is user-friendly and self-serving

Minpunten:

The lack of real-time bidirectional sync with Salesforce and complex rules engines make life slightly challenging for admins configuring the tool

Amazing tool for Customer Success team

Opmerkingen: very positive experience so far with Gainsight and I look forward to using and learn more about how to use it in full power in my day to day with customer success tasks.

Pluspunten:

I love that we can see how well our customer are doing based in their usability of their dashboard, health score, etc.. every time before I speak to a customer I check insight to get the insights I need.

Minpunten:

I think there is a lot to be explore so have found something that I dont like yet.

The product delivers

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.