Gainsight - Customer Communities
GainsightReviews from AWS customer
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Very useful tool
What do you like best about the product?
My favorite thing about Gainsight Customer Communities is how easy it makes it for customers to connect and find answers on their own.
What do you dislike about the product?
It takes a lot of time to set up and maintain
What problems is the product solving and how is that benefiting you?
It reduced the reduced the need for direct support giving us more time
New users impressed thus far
What do you like best about the product?
I love the possibilities it creates. We are new users and will build throughout 2025 with this.
What do you dislike about the product?
I have not enough experience yet to complain.
What problems is the product solving and how is that benefiting you?
Allowing our customers to grow together and put all of them together with like minds.
Very likely as it’s easy to use
What do you like best about the product?
Retention and expansion given to customers
What do you dislike about the product?
I believe for me the pricing is what makes a difference
What problems is the product solving and how is that benefiting you?
Productivity
Solid Platform for Customer Support Communities
What do you like best about the product?
The two strongest features of Gainsight CC are their ease of use (both for customers and team) and integrations. These features made picking Gainsight CC an easy choice for my team. We were able to implement the platform quickly and get to work supporting our customers much faster than anticipated.
What do you dislike about the product?
Permissions and architecture could use a lot of work in Gainsight CC. Permissions tend to be all or nothing and architecture is predominantly single level. For example, we'd like to be able to have an ideation area for employees and another ideation area for customers. Due to both permissioning and architecture, we can't. It's either-or, and can't be both.
What problems is the product solving and how is that benefiting you?
In our specific instance, Gainsight CC is a support community. We use it to provide scalable support, help, and inspiration to our customers in a 1:Many way. This means we're able to do a lot more with a lot less, and answers live many lives. Knowledge isn't trapped in emails or chat, and is easily searched and discovered.
To frame that quantitatively, we've observed a 10-15% reduction in support tickets already and expect that number to increase as community matures.
To frame that quantitatively, we've observed a 10-15% reduction in support tickets already and expect that number to increase as community matures.
Gainsight is a great customer Success collaboration and management tool
What do you like best about the product?
Onboarding new customers became more efficient as they could find answers from existing customer discussions. This reduced repetitive questions to our support team by about 30%
What do you dislike about the product?
The search functionality is basic and often misses relevant content. Users have to try multiple keyword variations to find what they need, which defeats the purpose of self-service
What problems is the product solving and how is that benefiting you?
Solved our scattered customer feedback problem. Instead of feedback being spread across emails, tickets, and calls, it's now centralized in the community where we can track and prioritize it effectively
Gainsight Customer Communities experience
What do you like best about the product?
It’s a great space to learn, share insights, and influence product development also collaboration, knowledge-sharing, and direct engagement with peers and experts
What do you dislike about the product?
For me it's all right, and did not found the weakness
What problems is the product solving and how is that benefiting you?
This helps me learn best practices, find solutions faster, and stay connected with experts
Ease of Use
What do you like best about the product?
Ease of Implementation & everything is helpful
What do you dislike about the product?
Number of feature they have so many feature it might confused me
What problems is the product solving and how is that benefiting you?
Customer Should be your 1 number priority
Great software
What do you like best about the product?
Very user friendly. Beautiful software. Easy to use.
What do you dislike about the product?
I would have to say I don't like that it is not as easy to send a suggestion.
What problems is the product solving and how is that benefiting you?
Feedback from the customers.
My experience with Gainsight Customer Communities
What do you like best about the product?
It creates meaningful engagement to share experiences and best practices between end users and product developers
What do you dislike about the product?
Nothing that I have come across while using that I disliked
What problems is the product solving and how is that benefiting you?
It plays vital role in providing insight to understand feedbacks that will in turn help the improvement of service delivery
Easy to use
What do you like best about the product?
It was very easy to connect with other professionals. I liked that I was able to build relationships easily on this platform. I also thought it was interesting to hear other leaders stories and experiences.
What do you dislike about the product?
Not all discussions had high engagement. Also became a bit overwhelming in the start with everything.
What problems is the product solving and how is that benefiting you?
I had a problem of having limited opportunities to collaborate across teams, industries, and roles and Gainsight Customer communities include professionals from diverse sectors which really enabled cross-industry learning.
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