Gainsight - CS

What do you like best about the product?

One of the things I really appreciate about Gainsight is how flexible it is for creating and managing in-app engagements. There's definitely a bit of a learning curve as first, but once ramped up, I’ve been able to build meaningful engagements like release notes pop-ups and guided tours with minimal guidance. The audience targeting options are really robust too, which helps us make sure the right message gets to the right people. Another big plus is the ability to clone and template engagements, which has saved us a ton of time when creating regular updates.

The Analytics feature has been incredibly valuable, providing real-time visibility into how users interact with our in-app engagements. Instead of waiting on delayed reports, we can immediately gauge the effectiveness of a new guide or prompt, allowing us to iterate and optimize our strategy on the fly.

The support team and especially our CSMs have been very supportive and I am consistently impressed with their technical knowledge.

What do you dislike about the product?

One challenge we've faced with Gainsight is the occasional inconsistency during testing engagements, like trying to get pop-ups to reappear for demo purposes or when troubleshooting settings. It can feel a bit unclear at times, which has led to some confusion and extra steps. However, their support team has been great at helping us work through these issues.

Another area for improvement could be the editor. While it's powerful, the preview sometimes doesn’t reflect what actually appears live, especially with custom CSS changes or fonts. It’s a minor inconvenience, but streamlining this would make the creation process even more efficient.

What problems is the product solving and how is that benefiting you?

Gainsight helps us improve user adoption and engagement by allowing us to deliver targeted in-app messages like release notes and guided tours. It’s made it easier to communicate key updates, share resources, and guide users through new features, reducing support tickets and improving the overall user experience. By providing insights into user behavior and the impact of our engagements, we can make data-driven decisions and ensure our users are getting the most out of our products.

What do you like best about the product?

Improving customer health for our customers.

What do you dislike about the product?

I need more training on how to use it since I'm new to the product

What problems is the product solving and how is that benefiting you?

It's improving how we look at customer health

What do you like best about the product?

I like how easy it is to configure Gainsight Product Experience. It's really low effort to bring relevant information directly into our software to notify our end user community.

What do you dislike about the product?

I need the PX/bot search functionality to pull directly from our knowledge base/wiki. PX has been an 18+ month implementation due to our products being web applications and not websites. Our early adopters requested the ability to search our knowledge base from within the software via PX. The initial setup of Gainsight Product Experience wasn't easy; we're still implementing it since May 2024.

What problems is the product solving and how is that benefiting you?

I use Gainsight Product Experience to integrate relevant information directly to our end users during their workflows. It's easy to configure, requiring low effort to bring information into our software.

What do you like best about the product?

Has been easy to use and very intuitive.

What do you dislike about the product?

I do find it hard to navigate sometimes.

What problems is the product solving and how is that benefiting you?

It’s helping to bring in multiple sources of information and provide a holistic account view.

What do you like best about the product?

From initial onboarding to ongoing support and growth of the customer, its an excellent tool to collect usage data and reports to understand complete customer behavior and proactively guide them toward valuable features and services.

What do you dislike about the product?

There is nothing that comes to my mind about disliking anything about gain sight.

What problems is the product solving and how is that benefiting you?

Reports that I can get about usage of our product is more than enough for us to analyze data and their usage and implement any ongoing feedbacks to implement improvement.

What do you like best about the product?

As a Customer Sucess professional I am tasked with knowing the health of my customers and well as tracking any product adoption and enagagement. I use Gainsight daily to check dashboards and portfolios presented to me with real time visuals that are an invaluable tool for client retention and satisfaction. It helps me to prepare for my client meetings so I can be more educated on client trends and this in turn bolsters my goal of excellent customer support for all of my clients.

What do you dislike about the product?

I don't see any downsides at this point. The ability to customize and get granular is helpful and my company does not always get as granular as I like but that is not a GS issue.

What problems is the product solving and how is that benefiting you?

Gainsight is taking the mystery out of trying to gauge how our clients are doing. It allows me to have one source to house all of the information needed to engage and monitor the health of an account. For someone (like me) who does not always have the easiest time figuring out how to organize large amounts of information for dozens of clients (and hundreds if I include my entire teams accounts) Gainsight is AMAZING. I am very visual and the charts and graphs provided are

What do you like best about the product?

Gainsight hosts our customer data model - classfying our entire customer base nightly into the journey phase segments we have defined based on criteria. Enhancing the customer journey with automation to drive better outcoems has been a cornerstone of our ability to scale and drive personalized experiences across our entire customer base. Predicatability in engagement and automatically identifying risk is streamlined with the capabilities Gainsight provides us.

What do you dislike about the product?

Many of the workflows we've designed around TIme and Consumption would be even easier if we had a built in solution pattern for subscription based SaaS businesses. Much of the development work has been focused on creating time and conusmption view of customers, including reporting and alerting that seem generaic (in many csaes), such as sending a customer a CSAT survey once a customer transitions to a new journey phase. Would be great to see SaaS SOlution Patterns built into the patform in the future - would make adoption much easier for customers who don't have an ability to customer the platform.

What problems is the product solving and how is that benefiting you?

I could write several pages on this topic. Currently Gainsight creates and manages our customer meta data model, and we use this telemetry to feed other business sywtems to inform other business units on the state of a given account. Majority of our understanding of the deploy velocity we have captured comes from Gainsight automation and the ability to customerize the platform to render data.

What do you like best about the product?

Gainsight makes my role easy! CTA and task creation, which I use EVERYDAY makes it easy to ensure my customers recieve valid touchpoints. I'm also able to track the success of my customer as I work with them.

What do you dislike about the product?

Still learning to use GS to it's fullest, which can be a challenge since the system offers so many opportunities.

What problems is the product solving and how is that benefiting you?

Gainsight is solving our tracking and customer contact. We want our customer touches to be valueable for them and us, so tracking meetings, 30 day touches, and Business Review, it ensures that we're making the most of them and giving our customer a great experience using our LOS.

What do you like best about the product?

Using Gainsight has kept all of my customer relationships and outreach organized and front and center allowing me more time to build relationships

What do you dislike about the product?

It's only as good as the data put in which is of no fault to the program itself but a lot open to human error

What problems is the product solving and how is that benefiting you?

Helping with organization of overwhelming number of customers.

What do you like best about the product?

The integration with Gainsight CS makes PX incredibly valuable to us

What do you dislike about the product?

the reporting features within PX are a little less intuitive than I would prefer, requiring more work than reporting within CS

What problems is the product solving and how is that benefiting you?

We are in the process of slowly migrating customers to a new product and PX allowed us to report on the features customers use regularly and the ones we don't need to recreate in the new product.