Last Updated
Overview
Customer Communities creates a centralized customer hub combining forums, knowledge, feedback, and events to scale self-service and engagement. The platform is a practical choice for B2B community programs. While some reviewers cite limited customization and occasional analytics gaps, users highlight an intuitive User Interface (UI) and strong community management tools.
Customer Communities Specifications
- Customer Service/Support
- Customer Communication Tracking
- Customer Feedback and Surveys
- Customer Management
What Is Customer Communities?
Gainsight Customer Communities is a cloud-hosted community platform that brings product documentation, discussion forums, events, and feedback tools into a single branded hub.
It is designed for mid-market and enterprise B2B teams; it offers community forums to reduce repetitive support queries, a knowledge base to improve self-service, and product ideation tools. These help centralize customer suggestions and voting, thereby helping product and support teams prioritize improvements and shorten time to resolution.
Customer Communities Pricing
Customer Communities price is based on a custom approach, with packages divided into three tiers:
- Professional
- Business
- Enterprise
Disclaimer: The pricing is subject to change.
Customer Communities Integrations
The software supports integration with multiple systems and platforms, such as:
Who Is Customer Communities For?
Customer Communities software is ideal for a wide range of industries and sectors, including:
- Computer software
- Information technology and services
- Customer education
- Healthcare
- Data science and analytics
- Hospitality and events
Is Customer Communities Right For You?
If recurring support tickets, fragmented help content, and limited customer feedback channels are slowing product adoption, Customer Communities can prove helpful. This platform consolidates forums, knowledge bases, and ideation into one branded hub and links community activity back to customer success workflows.
It suits mid-market and enterprise B2B firms that need structured community moderation, analytics, and CSM support. The software also holds the Momentum Leader (2025) badge, highlighting consistent product growth and user satisfaction.
Still doubtful if Customer Communities is the right fit for you? Connect with our customer support staff at (661) 384-7070 for further guidance.
Customer Communities Features
In-App Embeddables
It places contextual community content directly inside the product experience, giving users immediate access to relevant help, guides, and conversations—reducing friction and shortening time to answer.
Community Forums
This feature enables peer-to-peer questions and answers and moderated discussions that reduce repetitive support requests and capture customer insights for product and support teams. This helps improve resolution time and build a searchable knowledge repository.
Knowledge Base
Customer Communities features a centralized knowledge base that consolidates company docs and user-generated answers into a searchable self-service hub. This lowers support volume while making solutions discoverable for new users and power users alike.
Product Feedback And Ideation
This tool captures customer ideas, allows voting and comments, and track status. This helps product teams prioritize roadmap items with direct customer validation and clearer visibility into demand signals.
Analytics And Reporting
Analytics dashboards surface community activity, engagement metrics, and self-service rates so teams can quantify Return On Investment (ROI), identify content gaps, and connect community signals to customer health and retention workflows.
Pros And Cons of Customer Communities
Pros
Reduce repetitive support requests
Enable centralized product feedback capture
Easy to implement
Cons
Limited customization for complex needs
Occasional gaps in analytics depth
Customer Communities Reviews
Total 3 reviews
4.7
All reviews are from verified customers
Rating Distribution
5
Stars67%
4
Stars33%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Genesis G.
Marketing and Advertising, 500+ employees
Less than a year
“Valuable features”
Pros
It offers features that can make a real difference for a company. The platform is user-friendly and comes with plenty of useful options and guidance along the way.
Cons
It is a little on the expensive side and customizing certain features to fit your company can sometimes be challenging.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Anonymous
Education Management, 11-50 employees
Less than a year
“Keeps customers engaged”
Pros
Using it has been a solid way to engage and inspire customers. It also helps customers understand how to use the platform more effectively. On top of that, it connects customers with one another which makes it easier to exchange fresh ideas. The platform itself is also simple to navigate and use.
Cons
The amount of time spent supporting customers could definitely be improved. Renaming groups should also be made more simple for customers. In addition, getting connected with a customer representative needs to happen more quickly.
Rating Distribution
Ease of use
7
Value for money
7
Customer Support
7
Functionality
9
Liza F.
Computer Software, 11-50 employees
Less than a year
“Strong knowledge base”
Pros
From the UX to the full setup process, the platform felt simple to work with. Onboarding went well and whenever questions came up, the team answered them quickly and in detail. Its own knowledge base is also a big advantage, with plenty of useful tips and best-practice guidance.
Cons
It would be nice to have private DMs available as an optional on/off feature, along with a few more reporting options to make it easier to sort through the data.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
10
Functionality
8
Frequently Asked Questions
What other apps does Customer Communities integrate with?
Customer Communities integrates with platforms such as Salesforce, Slack, Zapier, Intercom, Mixpanel, and Gong.
What types of pricing plans does Customer Communities offer?
Customer Communities offers personalized pricing, structured under three main plans, including Professional, Business, and Enterprise. Contact us for a Customer Communities cost estimate.
What language does Customer Communities support?
The software has multi-language capabilities.
Does Customer Communities offer a mobile app?
No, Customer Communities doesn’t offer a mobile app.
What level of support does Customer Communities offer?
Customer Communities offers support through a ticket, phone, live chat, and help center.
Who are the typical users of Customer Communities?
Typical users include business in the industries and sectors including computer software, information technology and services, customer education, healthcare, data science and analytics, hospitality and events.
Does Customer Communities offer an API?
Yes, it offers an API.