Avis et détails du produit de Gainsight Customer Success

J'ai utilisé Gainsight CS (versions SFDC et NXT) en tant qu'utilisateur final pendant quelques années et en tant qu'administrateur pendant 5 ans, quotidiennement.

Je trouve inestimable sa capacité à offrir une vue d'ensemble large, étendue et complète de l'état et de la santé de la base de clients.

L'interface utilisateur est claire, facile à comprendre et à utiliser. Les automatisations du côté actif/proactif sont le meilleur moyen de garder l'équipe informée et prête à agir en cas de détection de risque ou d'opportunité.

Du côté administrateur, il a un certain niveau de complexité qui aide à le personnaliser pour presque tous les besoins que votre entreprise pourrait avoir, mais il n'est jamais trop compliqué à gérer.

L'équipe de support a souvent été utile pour résoudre les problèmes rapidement. Avis collecté par et hébergé sur G2.com.

Vous ne pouvez pas en tirer le meilleur parti si vous n'avez pas un administrateur GS dédié et bien formé. Vous pouvez toujours l'utiliser, mais vous perdriez une grande partie de sa puissance et de ses fonctionnalités. Avis collecté par et hébergé sur G2.com.

Gainsight est un nouvel outil que mon équipe utilise pour aider à gérer notre cycle de vie client. Les meilleures fonctionnalités que j'utilise quotidiennement sont la page d'accueil/tableau de bord où je peux obtenir un aperçu des clients et des programmes affiliés. De là, je peux explorer des programmes spécifiques et générer des chemins de réussite avec suivi des jalons, diagrammes de Gantt et suivi des activités qui tiennent les chargés de compte et les directeurs régionaux informés. Je peux identifier des collègues et voir leur progression sur les demandes et engager facilement mon client tout au long du processus. Avis collecté par et hébergé sur G2.com.

La chose la moins utile à propos de Gainsight en ce moment est le manque de maturité/adoption dans mon lieu de travail. Nous avons encore différentes équipes utilisant des systèmes disparates et donc parfois des choses que je m'attends à trouver dans Gainsight doivent encore revenir à Salesforce ou à d'autres logiciels utilisés dans l'entreprise. C'est plutôt un problème de mise en œuvre, cependant, et il est probable qu'il soit résolu avec la maturité de l'adoption. Avis collecté par et hébergé sur 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. Avis collecté par et hébergé sur 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. Avis collecté par et hébergé sur 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 Avis collecté par et hébergé sur 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. Avis collecté par et hébergé sur 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. Avis collecté par et hébergé sur 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. Avis collecté par et hébergé sur 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. Avis collecté par et hébergé sur 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. Avis collecté par et hébergé sur G2.com.

J'ai repris notre processus d'étude de cas de manière inattendue l'année dernière et j'étais absolument ravi d'avoir accès à GS après l'avoir vu en action auparavant. Du point de vue de la visibilité, l'outil est super facile à utiliser et me fournit une tonne d'informations sur le compte d'un utilisateur en seulement quelques secondes. Je suis capable d'obtenir des informations spécifiques auxquelles je n'avais jamais eu accès auparavant. De ma position, travaillant encore sur les témoignages clients, c'est vital pour comprendre nos utilisateurs, leurs besoins et ce qu'ils aiment dans notre produit. Avis collecté par et hébergé sur G2.com.

Je ne peux penser à rien, honnêtement. J'ai eu une excellente expérience avec GS. Avis collecté par et hébergé sur 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. Avis collecté par et hébergé sur 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. Avis collecté par et hébergé sur G2.com.

Gainsight is a great tool when used to summarize meetings and reflect customer sentiment. I use it almost daily to keep notes, memorialize important conversations and reflect who all key players are so I am able to follow up. Having all those resources at my fingertips is invaluable. Avis collecté par et hébergé sur G2.com.

There is nothing that I dislike---every company can customize what they want in GS so if there are some menu items that are not really applicable I am not sure that is GS or my companies customization. Avis collecté par et hébergé sur G2.com.

I like the easy to use feature to log emails sent and create a work note for a customer call. You can create different templates in the app to fit your needs and allow you to document information about customers in an efficient and detailed manner. On the company record, different aspects such as the timeline and the user notes allow you to obtain a quick snapshot of the customer. This keeps everyone on the team in the loop. Avis collecté par et hébergé sur G2.com.

This may be specific to my team and departement, but I haven't found the most user friendly way to set up calendar reminders on when a cadence is due. We tried using CTAs to create reminders, but you can only assign these to a single person, and does not work for our group model. It would be nice to see a way to create a shared dashboard in the app for multiple people to access in order to manage customer accounts. Avis collecté par et hébergé sur G2.com.