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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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.
90 Likeliness to Recommend
98 Plan to Renew
83 Satisfaction of Cost Relative to Value
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.
+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
Sentiment Analytics
Multi-Channel Data Collection
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
Avilash B.
- Role: Information Technology
- Industry: Telecommunications
- Involvement: IT Leader or Manager
Submitted Aug 2024
Easy to implement, customer friendly, feature rich
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Gainsight Customer Success is easy to understand, easy to use and implement , as well as easy to maintain the APIs, the customer business graphs and visualizations, Dashboards are functional and have unique features as well.
What is your favorite aspect of this product?
It's API selection and maintenance, It's dashboard graph visualizations, unique features as well as customer support system
What do you dislike most about this product?
the only thing i think can be improved it its customer feedback service, to make it more interactive.
What recommendations would you give to someone considering this product?
the only thing i think can be improved it its customer feedback service, to make it more interactive.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Mukunda K.
- Role: Information Technology
- Industry: Technology
- Involvement: Vendor Management and Renewal
Submitted Aug 2024
Lots of features available, but a bit pricey.
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Customer insights provided by GainSight are very helpful in making business decisions. Valuable information in terms of product improvement and vendor management is key factor for us in order to enable the client to reach the desired sales number, all thanks to GainSights Customer Success.
What is your favorite aspect of this product?
Reports, customer usage patterns, product performance measurements are most favourite aspect of GainSight Customer Success
What do you dislike most about this product?
Cost is on the higher side of the scale which I disliked. We felt difficulty in engaging with support team, which I feel can be improved from the GainSights team
What recommendations would you give to someone considering this product?
Well, it all boils down how we can understand customer's journey in buying the service/product offered by the company. In terms of understanding usage patterns, evaluation of our products to make it better than yesterday, retention in the market...etc insights are always priceless to a business. GainSight will cover you in getting the data to help a business grow in all aspects. Thanks to the Team@GainSight
Pros
- Respectful
- Fair
- Includes Product Enhancements
- Friendly Negotiation
Cons
- Commodity Features
- Security Frustrates
- Less Reliable
Alex G.
- Role: Operations
- Industry: Retail
- Involvement: End User of Application
Submitted Aug 2024
Gainsight Customer Success stands out!
Likeliness to Recommend
What differentiates Gainsight Customer Success from other similar products?
Gainsight Customer Success stands out from other similar products due to its comprehensive, customer-centric approach that integrates seamlessly across various stages of the customer journey. Unlike other solutions that may focus solely on one aspect of customer success, Gainsight offers a robust suite of tools that enable proactive management of customer relationships, from onboarding and adoption to renewal and expansion.
What is your favorite aspect of this product?
One of my favorite aspects of Gainsight Customer Success is its AI-driven insights and analytics. This feature empowers teams to make data-informed decisions by providing a comprehensive view of customer health, behavior, and trends. The ability to predict potential risks and opportunities allows businesses to act proactively, ensuring higher customer satisfaction and retention rates. This focus on leveraging advanced analytics to drive strategic actions sets Gainsight apart, making it an invaluable tool for any customer success team.
What do you dislike most about this product?
While Gainsight Customer Success is a powerful tool, one aspect that some users might find challenging is its initial complexity and learning curve. The platform offers a wide range of features and customization options, which can be overwhelming for new users or teams without prior experience in customer success software. Setting up and configuring the platform to fit specific business needs can take time and may require a dedicated team or expert guidance. However, once past this initial hurdle, the platform's robust capabilities become a significant asset.
What recommendations would you give to someone considering this product?
When considering Gainsight Customer Success, start by defining clear goals to tailor the platform to your needs. Invest in training to navigate its robust features effectively. Integrate it with your existing CRM for seamless data flow, and customize dashboards to focus on key metrics. Use automation to streamline tasks and engage with the Gainsight community for valuable insights. Be patient with the setup—though complex, it’s worth the effort to fully leverage the platform’s potential.
Pros
- Respectful
- Helps Innovate
- Continually Improving Product
- Reliable
