Great powerful CS platform
June 01, 2025

Great powerful CS platform

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Gainsight CS
  • Gainsight CX

Overall Satisfaction with Gainsight CS

Gainsight CS allows us to centralize all of our various data sources in one place and give our CS and Account teams visibility into everything that is relevant to their customers. We leverage the relationships function to score health based on one-to-many relationships of accounts. The flexibility of Rules engine opens up so many doors for us and is what sets Gainsight CS apart for us.

Pros

  • Rules engine, and the ability to manipulate data to use through the platform and build custom objects.
  • Creating relationships to tie to customer accounts.

Cons

  • I would love to see more flexibility in external actions, in particular with the Slack integration. We leverage different Slack channels for projects and specific customers. So being able to send relevant updates to the correct customer Slack channel would be huge.
  • The ability to use custom objects in the AI tools. If the AI ingested our custom objects and knew what they were measuring, it would exponentially increase the value of the AI tools.
  • GRR and NRR increases
  • Increased contact rates with customers. Higher engagement with CS team
Some areas are a little archaic and clunky. But overall, the usability of day to day tasks is great.
It is the most flexible CS platform in terms of how to manipulate and use your data.

Do you think Gainsight CS delivers good value for the price?

Yes

Are you happy with Gainsight CS's feature set?

Yes

Did Gainsight CS live up to sales and marketing promises?

Yes

Did implementation of Gainsight CS go as expected?

Yes

Would you buy Gainsight CS again?

Yes

It is well suited for organizations with multiple data sources for their customer data, as well as companies that may sell multiple products or have customers that purchase multiple instances or accounts of their product.

Gainsight CS Feature Ratings

8.0
Product usage
9
Help desk / support tickets
7
8.8
NPS surveys
8
Sponsor tracking
Not Rated
Customer profiles
Not Rated
Automated workflow
9
Internal collaboration
9
Customer health scoring
10
Customer segmentation
8
8.3
Customer health trends
9
Engagement analytics
8
Revenue forecasting
8
Dashboards
8
10.0
Role-based user permissions
10
10.0
API
10
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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