Gainsight Customer Success Reviews & Product Details

Gainsight is a comprehensive that my team is using to help manage our customer lifecycle daily. The best features that I use daily are the dashboards and CTA Cockpit where I can get a clear workflow of actions and attention needed for my clients. From these entry points I can dive into specific success paths with milestone tracking, activity tracking, and risk management. Gainsight makes visibility of customer health and engagement easy and accessible. I can tag in colleagues and see their progress on requests and easily engage my customer along the way. Review collected by and hosted on G2.com.

The least helpful thing about Gainsight right now is the lack of maturity/adoption at my place of business. We still have different teams using disparate systems and so sometimes things that I expect to be in Gainsight still have to jump back to Salesforce or other software in use around the business. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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 Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

I took on our case study process unexpectedly last year, and was absolutely thrilled to get access to GS having seen it in action before. From a visibility standpoint, the tool is super easy to use and provides me a ton of insight into a user's account in just a few seconds. I'm able to pull up specific information I never had access to before. From my position still working on customer testimonials, it's vital to understanding our users, their needs, and what they love about our product. Review collected by and hosted on G2.com.

I can't think of anything, honestly. I've had a great experience with GS. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

Gainsight connects with a lot of tooling, making it easy to have cutsomer account details all in one place. I love the connectivtiy to gong, which also creates a quick recap and action items following calls, that are immediately logged into my customer timeline. For my customers, I can easily review previous call notes in preparation for a meeting, or while on a meeting toggle between contract details, support tickets, outstanding items, keeping me organized while also making me look like a superstar to my customers as I speak to their various quesions with ease. Highly recommend! Note -- does take an awesome and dedicated internal team to connect your tooling and take into account your needs for an optimal experience! Review collected by and hosted on G2.com.

Some customers like to have shared/editable notes/successplans and to my knowledge, this is not possible. I can share notes and the success plan, but the customer cannot edit/add. Please correct me if I am wrong! Review collected by and hosted on G2.com.