Gainsight Reviews

Jon S.Mid-Market(51-1000 emp.)

4.5

It takes time to get the reports I need but when we get them in place (wiht the help of Paulina and Ashish) I can get a really clear picture of my book and my teams progress Review collected by and hosted on G2.com.

Thomas C.Small-Business(50 or fewer emp.)

5.0

I use Gainsight to help keep leadership apprised of account staus, track owed follow up, and create a comprehensive record of my accomplishments and achievements within in an account. The system of record serves as a single source of truth if accounts ever leave my name. Gainsight is really easy to use, and fairly customizable as well. Gainsight is an every day tool for me, and absolutely critical to success in my role. The integration with Chorus is a massive time saver to me in logging and tracking my calls and follow up Review collected by and hosted on G2.com.

Catherine O.Customer Success Manager

5.0

I love that it's a single repository with a 360 degree view of my customers. The Sentiment tool is great. Between the score and the ability to comment why, it's an extra layer of insight I haven't seen in other tools. I also appreciate GS's ease of use. Very quick ramp up! and the cockpit playbooks are a great way to stay on track with consistent touchpoints to your customers and easily identify who's at risk. The graphical insights on the dashboard page are extemely helpful in getting to quickly determine the scope of touches, interactions and engagment with a customer. Review collected by and hosted on G2.com.

Verified User in Marketing and AdvertisingMid-Market(51-1000 emp.)

0.0

About 99% of it. Our rep is really ill informed and has had to ask for help or for us to wait on a response about every third question. We arent' receiving what we were sold on, but now that this thing has been forced on the whole company, we're doing our best to make use of it. That said, none of us are recommending renewal. Review collected by and hosted on G2.com.

Verified User in Human ResourcesMid-Market(51-1000 emp.)

0.5

Overall, the way the tool was built seems to have missed some important things. The way things are done in Gainsight constantly has me thinking "Why would they build it like this" or "They really messed up here" or "It doesn't make any sense". Some functionality or features that you would expect are "standard" or used across all CX ops and Leadership teams are just not there. For example, pulling a report to show which of my CSMs have not had an EBR with their accounts ever or in the last 3 months, something simple like that is nearly impossible. You need to build out additional fields and data structures for every report you want like this. Review collected by and hosted on G2.com.

Katie C.Mid-Market(51-1000 emp.)

0.5

Hard to use, the design was bad, hard to utilize, and always slow. Review collected by and hosted on G2.com.