Gainsight CS has changed the game!
June 20, 2024
Gainsight CS has changed the game!
Score 10 out of 10
Vetted Review
Verified User
Modules Used
- Gainsight CS
- Gainsight CX
Overall Satisfaction with Gainsight CS
What I used to rely on Outlook for, and my local computer drive, for records retention, I can instead use Gainsight CS to share updates in my timeline activity per each client account. This way, my backup teammates and manager can either pick up where I left off if I'm out of office or I can easily search my timeline for insights on historical interactions, as needed. My frequency of use is daily, and several times a day. It's my primary record of choice.
Pros
- Gainsight CS has taken the guesswork out of status updates. I no longer have to guess what the outcome was of a particular escalation when looking back, or try to remember where I left off with a client request.
- The CTAs have also made my time as a CSM and PSM more valuable to my external partners, because they are allowing me to show proactive value instead of only reactive value, when the CTAs are created for external information sharing and best practice updates.
- The added bonus is we can also sync relevant emails directly to Gainsight CS through a plug-in from Outlook.
Cons
- We are unable to post an Outlook email to more than one account in Gainsight CS (via the Outlook "Gainsight Assist" Add-in). It is frustrating. There are times we need to push the same exact email onto a client account and a partner account for records retention purposes.
- If the upgrade to Gainsight CS's new AI features were automatic, that would make our workday more efficient instead of having to rely on our Program Managers to find out when (and if) we can upgrade to all the AI CoPilot features that were presented at Pulse recently. Other Tech companies offer a Spring and Fall Release, and automatically schedule their clients for the upgrades so that everyone has the same opportunity to use new features near the same timeframe. This would make us bigger fans of Gainsight CS.
- We're unable to fully sort the CTAs by the due date or status columns, because it breaks it up into sections, such as Last 15 Days, Next 15 Days, and Upcoming. We want the option to fully sort those columns without separating into sections. Thank you.
- Unsure, since I'm an individual contributor.
Do you think Gainsight CS delivers good value for the price?
Not sure
Are you happy with Gainsight CS's feature set?
Yes
Did Gainsight CS live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Gainsight CS go as expected?
I wasn't involved with the implementation phase
Would you buy Gainsight CS again?
Yes
Comments
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