Gainsight - Customer Communities
GainsightReviews from AWS customer
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Best way to connect with customers and know their opinions!
What do you like best about the product?
The most helpful thing about Gainsight Customer Communities is being able to connect with customers and let them express their opinions on certain topics. This will let the customer know it's easy to use when reaching out to a customer representative about anything they want to ask. One of the best upsides would be to create brand loyalty with the customers for them to be using the platform itself frequently.
What do you dislike about the product?
Least helpful thing would most likely be that most customers which are not Generation Z or Millenials would find a bit more difficult for them to enter these communities as of easy access and integration wise as other teenagers or people who are used to using technology. I believe that implementing a better resource and access for those who don't know about the website much will be something useful to use and have, with that Customer support is able to provide more information and help with that.
What problems is the product solving and how is that benefiting you?
For example not bringing in enough attention to a product or just to a website itself where we are trying to grow as a organization where we need a much more specific target audience for the brand to grow and for loyalty to increase as well. Gainsight Customer Communities have benefited organizations like mine and others as well when it comes to knowing the opinions of those customers about potential hazards or just things we should improve on which is always the best thing a company can get, feedback from the audience to know what's right and wrong.
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
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