Avaliações e Detalhes do Produto de Gainsight Customer Success

Tenho usado o Gainsight CS (tanto as versões SFDC quanto NXT) como usuário final por alguns anos e como administrador por 5 anos, diariamente. Considero inestimável sua capacidade de fornecer uma visão ampla, extensa e completa do status e saúde da base de clientes. A interface é clara, fácil de entender e usar. As automações no lado ativo/proativo são a melhor maneira de manter a equipe informada e pronta para agir em caso de identificação de risco ou oportunidade.

No lado do administrador, possui um certo nível de complexidade que ajuda a personalizá-lo para quase todas as necessidades que sua empresa possa ter, mas nunca é muito complicado de gerenciar.

A equipe de suporte tem sido frequentemente útil na resolução de problemas prontamente. Análise coletada por e hospedada no G2.com.

Você não pode aproveitar ao máximo se não tiver um Administrador GS dedicado e bem treinado. Você ainda pode usá-lo, mas perderia uma grande parte de seu poder e recursos. Análise coletada por e hospedada no G2.com.

Gainsight é uma nova ferramenta que minha equipe está usando para ajudar a gerenciar nosso ciclo de vida do cliente. Os melhores recursos que uso diariamente são a página inicial/painel onde posso obter uma visão geral dos clientes e programas afiliados. A partir daí, posso mergulhar em programas específicos e gerar caminhos de sucesso com acompanhamento de marcos, gráficos de Gantt e acompanhamento de atividades que mantêm os executivos de contas e diretores regionais informados. Posso marcar colegas e ver o progresso deles em solicitações e engajar facilmente meu cliente ao longo do caminho. Análise coletada por e hospedada no G2.com.

A coisa menos útil sobre o Gainsight no momento é a falta de maturidade/adoção no meu local de trabalho. Ainda temos diferentes equipes usando sistemas distintos e, por isso, às vezes, coisas que espero que estejam no Gainsight ainda precisam voltar para o Salesforce ou outro software em uso na empresa. Isso é mais uma questão de implementação, no entanto, e provavelmente será resolvido com a maturidade da adoção. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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 Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no G2.com.

Assumi nosso processo de estudo de caso inesperadamente no ano passado e fiquei absolutamente encantado por ter acesso ao GS, tendo visto ele em ação antes. Do ponto de vista de visibilidade, a ferramenta é super fácil de usar e me fornece uma tonelada de insights sobre a conta de um usuário em apenas alguns segundos. Consigo acessar informações específicas às quais nunca tive acesso antes. Na minha posição, ainda trabalhando em depoimentos de clientes, é vital para entender nossos usuários, suas necessidades e o que eles amam em nosso produto. Análise coletada por e hospedada no G2.com.

Não consigo pensar em nada, honestamente. Tive uma ótima experiência com a GS. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no G2.com.