I like the automation of playbooks, the AI capabilities, and having customer health and status all in one place. Review collected by and hosted on G2.com.

We’ve struggled with managing the different product quantities and with not having full access to all of the powerful tools and capabilities. Review collected by and hosted on G2.com.

The health score visualization provides a quick snapshot of account status across our portfolio. The renewal tracking features help ensure nothing falls through the cracks during contract negotiations. The integration with Salesforce does maintain some data consistency between our sales and success teams. Review collected by and hosted on G2.com.

The interface feels clunky and unintuitive, requiring too many clicks to accomplish basic tasks. Data entry requirements are excessive and often feel like busy work rather than meaningful customer success activities. The reporting capabilities are overly complex for what should be straightforward customer health metrics. Review collected by and hosted on G2.com.

As a daily user and Gainsight admin, I've found Gainsight's CS platform absolutely essential for customer success teams to drive meaningful engagements and deliver customer outcomes at scale. Its strongest feature is the ability to leverage out of the box integrations , allowing connection with diverse data sources, breaking down silos. Access to data empowers our team with comprehensive, actionable insights, crucial for proactive customer engagement and strategic decision-making. Review collected by and hosted on G2.com.

While initial setup and configuration may require focused effort, particularly around data mapping and integration nuances, the long-term benefits clearly justify this investment. Continued enhancements around flexibility in custom reporting would further increase its utility. Review collected by and hosted on G2.com.

Available tooling, training resources, customization Review collected by and hosted on G2.com.

complexity, onboarding support, administrative tooling/analytics Review collected by and hosted on G2.com.

I use Gainsight daily and I appreciate the configurable dashboard -- we have it tailored for our specific workflows and rely on it to monitor the latest information available. Furthermore, I find GS very easy to use -- I've been a user for about 12mo now, and feel like an expert in many regards. Review collected by and hosted on G2.com.

It would be nice if the font sizes in the widgets were better sized so that they didn't over-fill the widget. It could be that that's a feature that Gainsight already provides, and that we need to just update the widget labeling parameters. (?) Review collected by and hosted on G2.com.

Pulse is amazing conference for CS prople Review collected by and hosted on G2.com.

None all is good, conference is amazing. Lots of insights Review collected by and hosted on G2.com.

Innovation and streamlining process game changer Review collected by and hosted on G2.com.

I find it extremely useful and have not uncovered a dislike Review collected by and hosted on G2.com.

So easy to use you could learn it in 30 minutes. Easy to implement in any org because it's a non technical platform and great for customer service reps. Helps improve customer support with NPS surveys, RAG scores, transparent client meeting and email notes, AI summarizations and more. Review collected by and hosted on G2.com.

Not the best tool for renewal forecasting. Dashboards feel a bit clunky with the movable widgets. In a form or some sort, notes don't auto save. If you don't hit save, you have to retype it. Review collected by and hosted on G2.com.

I love that Gainsight is a one-stop shop for my customers' data. Along with email, it's the first app I power up every day. The various metrics help me get a better handle on where I need to focus to drive success, not only at the account level but at the territory level as well. Additionally, based on some asks I've made to our administrator, customizations help you tailor to meet your goals. Plus there's no ramp up time; UI is very clean and simple to learn. Review collected by and hosted on G2.com.

The only downside I can think of is that account/subscription level data is not housed in Gainsight but that may be the way my organization uses the tool. Review collected by and hosted on G2.com.

Gen AI is a game changer and makes analyzing customers needs much easier Review collected by and hosted on G2.com.

No ability to build custom reports, this would allow for more detailed data analysys Review collected by and hosted on G2.com.