Reseñas y detalles del producto de Gainsight Customer Success

I have been working on GS NXT since 3 years and I can say it is a great tool when it comes to delivering the values of Customer Success when tailored according to the Business needs. The office hours have helped me to a great extent and I appreciate GS for hosting these sessions. The Gainsight Known Issues Tracker (KIT) is another place to check for issues that a lot of customers are facing which will make the lives of admins easy. Reseña recopilada por y alojada en G2.com.

I haven't seen any issues so far, the support team is kind enough to help us out with letting us know if the issue that I've reported is on the Road map and provide ETA (if this info is available). Reseña recopilada por y alojada en G2.com.

Principalmente utilizo el Journey Orchestrator de Gainsight para ejecutar envíos masivos de correos electrónicos a clientes en nombre de nuestros CSM de escala. La interfaz de usuario es intuitiva y ha marcado una gran diferencia en nuestros programas digitales y en la eficiencia del equipo de CSM. Reseña recopilada por y alojada en G2.com.

Nada que me desagrade por decirlo así. Me encantaría ver una función incorporada (que no requiera diseñador de datos) para informes de "instantánea en el tiempo". Es decir, ver los datos de análisis de Journey semana tras semana, mes tras mes, etc. (en lugar de alternar entre diferentes marcos de tiempo). Reseña recopilada por y alojada en G2.com.

He estado usando Gainsight CS (tanto las versiones SFDC como NXT) como usuario final durante un par de años y como administrador durante 5 años, a diario. Encuentro invaluable su capacidad para ofrecer una visión amplia, extensa y completa del estado y la salud de la base de clientes. La interfaz de usuario es clara, fácil de entender y usar. Las automatizaciones en el lado activo/proactivo son la mejor manera de mantener al equipo informado y listo para actuar en caso de detectar riesgos u oportunidades.

En el lado del administrador, tiene un cierto nivel de complejidad que ayuda a personalizarlo para casi todas las necesidades que su empresa pueda tener, pero nunca es demasiado complicado de gestionar.

El equipo de soporte a menudo ha sido útil para resolver problemas de manera rápida. Reseña recopilada por y alojada en G2.com.

No puedes aprovecharlo al máximo si no tienes un Administrador de GS dedicado y bien capacitado. Aún puedes usarlo, pero perderías una gran parte de su poder y características. Reseña recopilada por y alojada en G2.com.

Gainsight es una nueva herramienta que mi equipo está utilizando para ayudar a gestionar nuestro ciclo de vida del cliente. Las mejores características que uso diariamente son la página de inicio/tablero donde puedo obtener una vista general de los clientes y los programas afiliados. Desde allí puedo profundizar en programas específicos y generar rutas de éxito con seguimiento de hitos, diagramas de Gantt y seguimiento de actividades que mantienen informados a los ejecutivos de cuentas y directores regionales. Puedo etiquetar a colegas y ver su progreso en las solicitudes y comprometerme fácilmente con mi cliente en el camino. Reseña recopilada por y alojada en G2.com.

Lo menos útil de Gainsight en este momento es la falta de madurez/adopción en mi lugar de trabajo. Todavía tenemos diferentes equipos usando sistemas dispares y, por lo tanto, a veces las cosas que espero que estén en Gainsight todavía tienen que volver a Salesforce u otro software en uso en el negocio. Eso es más un problema de implementación, sin embargo, es probable que se aborde con la madurez de la adopción. Reseña recopilada por y alojada en G2.com.

What I love most about Gainsight is the ability to keep track of every single interaction you have with an account or about an account. I like that there are different dashboards to view various forms of data. I think it is a fantastic tool to organize your accounts, I can't imagine a better method. As a CSM with over 1400 accounts, the integration of account summaries using AI in Gainsight has been a HUGE help in getting caught up to speed quickly. Reseña recopilada por y alojada en G2.com.

It is not necessarily that I dislike these things. However, just ways to improve. Most CSMs have at most 50 accounts. However, for my team, we 1000s of accounts each. This makes it difficult for us to see certain data, specifically, the email reporting dashboard. With the ERD, only email data shows up if an email was sent through creating a CTA. As you can imagine, creating a CTA for every time you send an email to a customer can become pretty time consuming. Finding a solution for CSMs with a large number of accounts is the only suggestion I have right now as it does limit some of our abilities to see certain data. Reseña recopilada por y alojada en G2.com.

As an individual contributor, it makes it easy to see all of the relevant information I need about the customer, account and account history in one single place Reseña recopilada por y alojada en G2.com.

I wish it was easier to create dashboard myself, instead I have to rely on our Gainsight admin in order to do this. Reseña recopilada por y alojada en G2.com.

What i like the most its ability to provide a comprehensive view of customer , such as PnL and overall devices data.

Gainsight Customer Success have a very good integration with other systems also UI is user-friendly and Giude ME button it' really helpfull. Reseña recopilada por y alojada en G2.com.

Based on my experience, even though it's not directly related to Gainsight, the correct customer mapping and adding or removing customers don't seem to work as expected. Additionally, logging timelines with Outlook integration isn't straightforward when associating the timeline with the correct contract, as the dropdown list shows many entries for a single customer. Reseña recopilada por y alojada en G2.com.

I appreciate the ability to customize dashboards in order to analyze customer data and how integrated the platform is with our other systems. Very easy to log emails and to view colleague interactions with shared customers. I use Gainsight on a daily basis for logging customer communications. Reseña recopilada por y alojada en G2.com.

There is an initial steep learning curve for customizing your filters, etc. on your dashboards, however, the Customer Support is excellent and helps bridge any gaps in knowledge. Reseña recopilada por y alojada en G2.com.

Asumí nuestro proceso de estudio de caso inesperadamente el año pasado, y estaba absolutamente emocionado de obtener acceso a GS habiéndolo visto en acción antes. Desde el punto de vista de la visibilidad, la herramienta es súper fácil de usar y me proporciona una gran cantidad de información sobre la cuenta de un usuario en solo unos segundos. Puedo obtener información específica a la que nunca había tenido acceso antes. Desde mi posición, todavía trabajando en testimonios de clientes, es vital para entender a nuestros usuarios, sus necesidades y lo que aman de nuestro producto. Reseña recopilada por y alojada en G2.com.

No puedo pensar en nada, honestamente. He tenido una gran experiencia con GS. Reseña recopilada por y alojada en G2.com.

Gainsight has become the heart of our insight generation, serving the broader organization effectively. It is truly the backbone of our Customer Success (CS) organization and is increasingly integral to our business as a whole.

We particularly appreciate the data manipulation and transformation capabilities (data designer and rules engine), which make insight generation highly accessible, provided one has a good grasp of data architecture and manipulation. The ability to feed these insights to various teams and systems through the connector ecosystem is decent, though it could be improved. While in theory, nothing seems impossible, the practical application often tells a different story.

We also value the journey orchestration capabilities, especially with CSM impersonation. The introduction of Dynamic Journey Orchestrator (JO) has made it much more flexible to use, thanks to the new branching capabilities. This allows us to build smarter, all-in-one programs instead of nesting programs as we had to do in the past. This has been integral to scaling our customer success organization and maximizing coverage.

Additionally, the very active community (both official and unofficial) is a significant advantage compared to other tools. It makes it easy for all admins to find practical help on issues that aren't necessarily within the scope of Product Support. Reseña recopilada por y alojada en G2.com.

There is a growing lack of feature parity and consistency across platform features such as cockpit and timeline sync, calculated fields, filters, behavior, and API. This inconsistency, coupled with what seems to be a growing disregard from the organization towards addressing fundamental issues, is concerning. Often, translating a business process into a Gainsight solution feels like it exclusively involves workarounds, and that isn't sustainable.

Additionally, arbitrary and undocumented changes frequently disrupt workflows and processes, with little to no apologies. The repeated suggestion to "clone and remap" as a solution to many issues is frustrating.

There is an excessive focus on AI at the expense of addressing basic features, parity issues, and stability problems that, if resolved, would significantly improve the platform. The admin community has been requesting these basic improvements for years, yet we are repeatedly told that "AI will solve this." While AI might eventually address these issues, when is it? It is also questionable whether it can do so effectively if the foundational elements are unstable. We're yet to see AI for admins.

Is it normal to have to work around the system to make it function? The emphasis on AI feels like ignoring the real elephant in the room: the limitations and inconsistencies of this platform, which in turn could raise concerns about the platform's long-term viability. Reseña recopilada por y alojada en G2.com.