Gainsight Reviews

Pros

Before every customer conversation, I check this platform to see how they're doing by looking at dashboard usage, health scores and other key insights. I really appreciate having that visibility because it helps me go into each call better prepared and with the context I need.

Cons

There's still a lot of the platform left for me to explore and at this point I haven't come across anything I dislike yet.

Pros

Features like the C360 account view, timeline tracking, analytics and the CTA rule engine give us a strong way to monitor and understand what's happening across our customer base.

Cons

Getting it set up takes a long time and the process is not very user friendly. After you learn how the data connects in Gainsight and how to build CTAs in the rule engine, it's not especially difficult to use. That said there are a lot of hidden system limitations and small quirks that make the platform feel old and outdated.

Pros

Being able to track customer communications and get a clearer, more accurate sense of overall customer satisfaction has been really valuable.

Cons

I'd also like to use it more for customer advocacy but I just haven't had the opportunity to do that yet.

Pros

Our retention and revenue have both gone up and the platform is very, very simple to use.

Cons

Software automates every step and touchpoint in our customer lifecycle model but the learning curve is still steep.

Pros

The dashboard is very comprehensive and the cockpit makes handling timeline activities simple and user friendly.

Cons

It does take a while at times to load and refresh the data.

Pros

Having all customer communications and key events documented in a single place has been incredibly helpful since anyone on the team can quickly see everything that has been going on with a customer.

Cons

Customization can be a bit challenging at times. Even with support from a Gainsight Admin, we still ran into a few roadblocks.

Pros

The timeline view has been fantastic for keeping track of customers. It also makes collaboration with my team really convenient especially when I need to tag someone on issues that require immediate attention.

Cons

The dashboard layout is the one part I'm not a fan of although that may come down to how my team has customized it. There's a lot happening on the screen so it can feel confusing at times.

Pros

Covers most customer success needs including account health, advocacy, customer satisfaction surveys, NPS and account planning. The interface is user friendly and fairly self-serve which makes daily use more manageable.

Cons

Not having real time two way sync with Salesforce is a drawback and the rules engine can get pretty complex which makes setup and configuration a bit challenging for admins.

Pros

Keeping track of client communications and health scores works well! With success plans, we can proactively demonstrate ROI and it lets us build dashboards and reports without relying on other platforms. It also comes with integrations for Gong and Salesforce.

Cons

On the downside, it can generate a lot of duplicate records and the platform is not very accessible when it comes to using it or building rules. The initial setup is fairly complicated and we also had to pay extra for consulting services from .

Pros

One of the best things about it is how flexible it is. The reporting features are very advanced, the support team is consistently helpful and you can reach anything important in just a couple of clicks. The interface is also clear and easy to follow.

Cons

Because the platform is so powerful, getting started isn't very simple. There are a lot of components that can eventually make your work easier but you really need to spend a lot of time with the documentation to understand how everything fits together. Jumping in without studying it first would be a big mistake.

Pros

Right away the platform feels polished and user friendly. The interface is very accessible, navigation is easy and it's a platform I genuinely enjoy working in every day. One of the best parts is being able to customize dashboards around each client's specific needs which makes it even more useful.

Cons

At times, it can be a bit buggy when pulling actual data from a CRM into Gainsight. Aside from that, it's still an excellent platform for CSMs overall.

Pros

Integrations work really well, the platform is easy to use and the steady rollout of new features keeps improving the overall experience.

Cons

One thing still missing is an official certification program which would be really helpful.

Pros

Works well for bringing customers onboard and keeping track of health scores.

Cons

The system feels outdated and the Salesforce integration and sync timing could definitely be improved.

Pros

Has been a really strong platform for keeping all customer accounts in one place while managing their data, tracking activity and building tasks and account plans.

Cons

One of the biggest drawbacks is its reporting functionality and how difficult it can be to create reports. Putting together a custom dashboard or pulling a customized report is not very user friendly.

Pros

Getting up and running has been pretty easy, both from a usability and implementation standpoint. In just 3 months, we've managed to get more done with this platform than we ever did with Strikedeck over 3 years.

Cons

The per license pricing is expensive and the implementation process also demands a lot in terms of resources.

Pros

Does exactly what I need it to do and it does the job well. It's definitely one of the pricier options out there but the value it delivers makes the cost feel justified.

Cons

My only real complaint is the pricing since there are other tools available that can handle the same kind of work for less.

Pros

It has been a longtime leader in the customer success space and it's easy to see why. The range of capabilities and integrations feels almost unlimited. Their team is knowledgeable and they provide a lot of free resources that are especially helpful for anyone just getting started in customer success.

Cons

Like most customer success platforms, this one still requires technical support and a real time commitment during onboarding. If your setup is more complex, bringing in a third party partner for implementation may be worth considering.

Pros

One of the biggest wins with this software is that it removes the guesswork around who I should reach out to next. Even better, I can take the best practices from my top performing reps and turn them into a model that helps raise the performance of the whole team. Instead of wondering what one rep did differently to drive a 20% jump in customer revenue, I can actually track it and learn from it.

Cons

It's not really a negative but the platform does so much that you have to take a crawl-walk-run approach with it. Trying to roll everything out right away would be overwhelming so you end up having to prioritize and choose your battles as you go.

Pros

I love how configurable it is, we've been able to customize it and build nearly anything we need with the Rules Engine. It has also helped us keep scaling thanks to its strong email campaign capabilities. The reporting is flexible and the strategic guidance we've received has been fantastic.

Cons

It can be challenging to use so I'd definitely recommend having a dedicated Gainsight Admin to manage the system. Advanced features such as the Rules Engine come with a lot of complexity.

Pros

Keeping up with my portfolio is much easier with this software and I especially appreciate being able to set goals for each account and follow progress all the way through to completion.

Cons

There are times when the platform feels a bit complex and less user friendly than I'd prefer. It offers a lot of functionality but the reporting side is not as accessible as I'd like it to be.