Gainsight Customer Success Reviews & Product Details - Page 6

Gainsight is equipped with all the essential tools to build or revamp your CS organization. Its features allow you to easily document client goals, mitigate client risks, and create automated or semi-automated workflows that enable data-driven actions, streamlining your CS processes. My company has found partical use in features like Health Score in which you can assign a certain score to each individual client. We have used this score to strucuture how our CSMs territory plan on a day-to-day basis. Review collected by and hosted on G2.com.

We have noticed some issues with addoption on our side which is more of an internal issue. Additionally, sometimes there appears to be a disconnect with Gainsight product and the customer, pushed updates that don't make sense and then are reverted, tool limitations that from our perspective should be a slight tweak on product side to make tool much better. Overall we have still had a positive experience! Review collected by and hosted on G2.com.

Having a visually-appealing one-stop way to see all of my accounts in one place and how they are doing as far as engagement and overall health. Easy to use and understand, even as a newer employee Review collected by and hosted on G2.com.

Making sure info is correctly entered into Salesforce in order to pull it into GS, but this is not a problem with GS itself. Review collected by and hosted on G2.com.

The project managment aspect. I can keep up with day-to-day tasks easily. Review collected by and hosted on G2.com.

The due date aspect in the CTAs and tasks can be a lot when you don't stay on top of it religiously. Review collected by and hosted on G2.com.

The workflow is organized with date and taks that respont to the accouts Review collected by and hosted on G2.com.

Nothing at the moment only the stats could be a bit more detailed. Review collected by and hosted on G2.com.

As a CSM, Gainsight is the perfect tool to allow us to log our CS engagements with customers and centralise important information about the customer in one platform rather than in separate platforms. I use it everyday, predominantly ensuring the C360 account attributes are updated, customer health and timeline. Review collected by and hosted on G2.com.

Using Gainsight within SFDC and being based in APAC, often I find Gainsight can be a little slower than I want. The logging of emails in Gmail isn't the greatest, the previous version was better! Review collected by and hosted on G2.com.

I use Gainsight every day as my primary customer success tool. We had a really talented admin set it up for us so I don't know how much of what we use is standard, but a few features we've really loved include:

- Risk CTAs: Every week the CS team meets with CX, Product, Engineering, and Support leadership to review every risk for every customer and assign ownership for next steps. Gainsight makes this so easy and transparent!

- Usage dashboards: As a SaaS company, we live an die by usage. Gainsight allows us to see usage trends on the home page and even automatically updates the health score if usage has declined for too many weeks in a row.

- Health Scores: We have a complex algorithm but we use the health score for board level reporting and forecasting and it's become an essential part of our quarterly goal setting. Review collected by and hosted on G2.com.

I do think that Success Plans are kind of clumsy. The CS team has figured them out but we've struggled to get our AEs or other supporting teams on board with the Success Plan -> Objective -> Subtask model. To them, customers buy Outcomes and our Success Plans, as configured today, make it difficult to determine 1) When customers achieved First Value and 2) When they achieved ROI on their Business Outcomes. Review collected by and hosted on G2.com.

Customer 360 View and Healthscore features. Review collected by and hosted on G2.com.

It doesn't offer fully automated Email Synchronization and action-based triggers in Automation. Review collected by and hosted on G2.com.

Gainsight was a great tool to use and there were certain aspects of the tool that we really liked. The integration flow of data between Salesforce and Gainsight was really fast which was a big hit for us and we were using the tool almost on a daily basis to track customer churn and run playbooks. Review collected by and hosted on G2.com.

The implementation of Gainsight wasn't the best we had. The organization hired a third party individual to implement Gainsight and we had the worst onboarding experience. Once we understood that the proper channel of implementation through Customer Support at GS, the tool was then implemented properly. Review collected by and hosted on G2.com.

-As a Gainsight admin, I love how easy to use it is. My favourite aspect is working with the Rule Engine and the Data Designer as they are highly customizable and flexible.

-Very helpful and responsive Gainsight Support Team. Review collected by and hosted on G2.com.

-Difficult to troubleshoot 'Gainsight Assist' issues if users are experiencing problem (for example, as I cannot access their Outlook accounts).

-Some documentations are difficult to find or are missing when I am trying to troubleshoot issues, thus needing to contact Gainsight Support Team. Review collected by and hosted on G2.com.

What I like the most about Gainsight is it makes it easier for me to search and access the account details of my clients. It also becomes a powerful tool because it provides me dashboards which help me keep track of my activity history and tasks. Review collected by and hosted on G2.com.

The only downside of Gainsight which I've experienced is the slowness of the system and the lagging issues. Other than this, I haven't experienced anything else. Review collected by and hosted on G2.com.