It allows us to bring together information from various tools, giving us quick insights into customer insights and overall health. Review collected by and hosted on G2.com.

There isn’t much to dislike. However, some features don’t allow for as much customizability without development resources or workarounds. Review collected by and hosted on G2.com.

The flexibility to track different parts of the custo.er journey and creating actionable items for CSMs to do to be proactive. Review collected by and hosted on G2.com.

Ease of creating automation and data designs Review collected by and hosted on G2.com.

It allows me to understand insights from customer interactions. Review collected by and hosted on G2.com.

It doesn't give suggestions on how to maintain or increase NRR Review collected by and hosted on G2.com.

I find Gainsight Customer Success really easy to use, and it helps me keep track of all of my customers and the actions I need to take to ensure they stay healthy accounts. Review collected by and hosted on G2.com.

I wish I had more access in terms of integrations with our other systems, but that might be more of a permissions issue rather than a Gainsight issue. Review collected by and hosted on G2.com.

Customizable system of engagement to do daily work for customer success organizations that brings back control and prioritization decisions to CS organizations Review collected by and hosted on G2.com.

It can only be as good as you design it and clean data for it. You should do a full data hygiene and governance review as well as workflow definition before building out. Review collected by and hosted on G2.com.

Having administered Gainsight across multiple organizations, I've consistently been impressed by its robust feature set and the sheer power it offers for Customer Success teams. The ability to centralize customer data, automate workflows, and gain deep insights into customer health is unparalleled. Features like CTAs, Playbooks, and the various reporting capabilities are incredibly valuable for driving proactive customer engagement and identifying at-risk accounts. It truly empowers CS teams to scale and operate more strategically. The continuous innovation and introduction of new functionalities also keep the platform at the forefront of Customer Success technology.

If you're serious about scaling your Customer Success efforts and want a comprehensive platform that can handle complex customer data and workflows, Gainsight is an excellent choice. Be prepared for a significant implementation effort, as it's a powerful tool that requires thoughtful configuration to maximize its potential. Also, consider building strong internal knowledge and potentially investing in dedicated Gainsight administrators to navigate its intricacies. While the tech support can sometimes be a hurdle, the overall value and capabilities of the platform far outweigh this drawback for organizations committed to customer success. Review collected by and hosted on G2.com.

While the product itself is exceptional, my primary area for improvement lies with the technical support. There have been instances where resolving issues, especially complex ones, has taken longer than expected, or required multiple escalations. The initial response time can sometimes be slow, and the depth of knowledge from first-line support isn't always sufficient to quickly diagnose intricate problems. This can be frustrating when you're dealing with time-sensitive customer-facing issues. Review collected by and hosted on G2.com.

Expanded focus on AI-driven insights - Scalable journey orchestration Review collected by and hosted on G2.com.

Making advanced features more intuitive for everyday users Review collected by and hosted on G2.com.

Best in class platform for Customer Success. Journey orchestrator is the best for scaling customer communications. Review collected by and hosted on G2.com.

Would love to see more built-in agentic capabilities! Review collected by and hosted on G2.com.

I love the analytics and C360 data that provides an overall picture of customer usage, performance and sentiment. Review collected by and hosted on G2.com.

I would like to see gainsight more integrated in analytics platforms like Tableau Review collected by and hosted on G2.com.

Gainsight customer success is amazing ... It helps with scalability, insights, actionability Review collected by and hosted on G2.com.

There is nothing I don't like about gainsight customensuccess Review collected by and hosted on G2.com.