Gainsight Customer Communities Pros and Cons

The two strongest features of Gainsight CC are their ease of use (both for customers and team) and integrations. These features made picking Gainsight CC an easy choice for my team. We were able to implement the platform quickly and get to work supporting our customers much faster than anticipated. Review collected by and hosted on G2.com.

Permissions and architecture could use a lot of work in Gainsight CC. Permissions tend to be all or nothing and architecture is predominantly single level. For example, we'd like to be able to have an ideation area for employees and another ideation area for customers. Due to both permissioning and architecture, we can't. It's either-or, and can't be both. Review collected by and hosted on G2.com.

It is super easy to set up also in your company CI and the best of all you don't need coding skills.

My favourite tools are:

- Highlighting different topics in different styles.

- Topics shown automatically on the homepage according to preselected criteria.

- Group Management is very simple

- Sending an E-Mail Campaign to a specific member segment who fulfill certain criteria is so easy and the KPIs are immediately visible and great Review collected by and hosted on G2.com.

The events area, we'd like to do community led events and event management with sending messages to participants, followups etc. Review collected by and hosted on G2.com.

Onboarding new customers became more efficient as they could find answers from existing customer discussions. This reduced repetitive questions to our support team by about 30% Review collected by and hosted on G2.com.

The search functionality is basic and often misses relevant content. Users have to try multiple keyword variations to find what they need, which defeats the purpose of self-service Review collected by and hosted on G2.com.

Easy to customize and set up. Administration controls are easy to use and you can customize with little to no complex code. Analytics and exports are excellent. Feature-rich with moderation tools, custom pages, email campaigns, and FederatedSearch, unifying multiple information silos into a single search box. Customer Support and Customer Success has been excellent as well. Review collected by and hosted on G2.com.

It's a growing platform in active developement, there isn't much to dislike that won't be addressed soon. Particularly with more analytics on the way! Review collected by and hosted on G2.com.

Gainsight Customer Communities is a robust, dynamic platform that brings customers, Product, and Support/CS closer together.The interface is intuitive and user-friendly, making it easy for both customers and administrators to navigate.

The platform is highly customizable and the great variety of integrations to other tools is crucial for us in making sure data flows smoothly across systems and helps us maintain a unified view of the customer journey.

Thourough onboarding and ongoing support with a dedicated CSM leaves you with a sense of security for both daily operations and long-term success Review collected by and hosted on G2.com.

I would love to see analytics expanded to be able to drill down into more elements of the platform. E.g. the ability to track activity for specific groups.

Although significant progress has recently been made in localization, there is still room for improvement - which should be on the way. Review collected by and hosted on G2.com.

As a telco company in Luxembourg, we need to work in 3 languages. The FAQ feature of Gainsight CC has been really good for that. Whether it’s for tutorials, product information, or general updates, we have been able to wirte about all the topics we need to.

Furthemore, the support team and our customer success manager have been super helpful whenever we needed assistance. Their response time and expertise have made a huge difference in our experience. Review collected by and hosted on G2.com.

While the tool is easy to use, the text editor could have some upgrades, particularly in how it handles embedding content. Finishing a full article can sometimes be difficult, especially when embedding pictures, icons, and videos. Review collected by and hosted on G2.com.

It supports my company's goals - Gainsight CC is sympathetic to a SAAS community's objectives and goals: their list of SAAS customers using their product illustrates this.

From the beginning, they were able to easily shape the success plan for my new community and immediately understood the priorities and mission that we were aiming to achieve.

The integration with Salesforce has also made life easier for us so we can maintain our knowledge base there.

I've had an excellent CSM, Vishwas Katti, working with me too, and Hugo in Support are both a credit to the team. Review collected by and hosted on G2.com.

Visibility of who is who in the community. It doesn't include a public directory. One of our aims is for our customes to build contacts, network with each other in order to share best practice and support each other. We have numerous customer segments and connecting people to people easily would make our community more effective.

Multi-lingual functionality was a highly anticipated recent development but sadly doesn't quite deliver the minimum requirement from a UX perspective. Something that is still in dev though so I will keep my eye out for that. Review collected by and hosted on G2.com.

We needed a platform that was flexible and looked good without custom coding. Gainsight Digital Hub has proven to be a great option for our 1st gen community and has scaled seamlessly with us as we enter the next era of our 2nd gen community. Integration to Salesforce was a breeze. Implementation was phenomenal and very well supported on the Gainsight side.

I have been really pleased that we've been able to scale on the platform - particuarly the ease with which we've been able to roll out a moderation infrastructure in partnership with our CX team. We have over 10 users across the business leveraging the platform on a daily basis. Review collected by and hosted on G2.com.

Permissioning for fully-private communities isn't straightforward but not a dealbreaker. If you are building a hybrid or fully public community, this is a non-issue. Review collected by and hosted on G2.com.

We have been able to create a vibrant B2C community that is always evolving to meet the needs of the company and, more importantly, our customers thanks to the help of the team at Gainsight Customer Communities and the ability to interact and work together with community managers from all over the world via the Gainsight Community.

The Gainsight CC team does an excellent job of paying attention to what their customers have to say and working to create products that meet our demands. With Gainsight CC, you may work with the team to enhance product features via beta testing and feedback, and you'll receive a clear roadmap. Review collected by and hosted on G2.com.

While the text editor in Gainsight CC is sufficient for creating good articles, there are a few limitations that prevent us from moving our content to the next level. We have discussed these constraints with the CC team, and they have acknowledged our concerns by including improvements to the text editor on their product roadmap. We look forward to seeing these enhancements implemented in the near future. Review collected by and hosted on G2.com.

There are many things to like about Gainsight and their products. First of all, you can personalize your community forum as you wish and adapt it to the company ideas and vision. There are monthly meetins with their rapresentatives to make sure everything is going well and promoting new features, ideas and settings for you (massive shoot-out to Oli here!). It's really easy to use and moderate, there is a lot of data and many options. The customers are having a good time using it as it's simple and all the topics can be stored under different categories. Whenever there is a tech problem, or any other type of issue, their support is great, quick, and solving everything as fast as possible. Sometimes if the problem is urgent, they can propritize your request and work on it even faster. Review collected by and hosted on G2.com.

Nothing to dislike. Maybe the small tech issues that happens from time to time but that's quite normal and it's nothing major. Review collected by and hosted on G2.com.