Gainsight - Customer Communities
GainsightReviews from AWS customer
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Good quality and very good customer service
What do you like best about the product?
Certainly the good customer service. Every customer gets their own CSM who is always there to help and advise them.
The software itself does everything it needs to do. It has a clear administration interface that is kept very modern. In addition, Gainsight is always trying to implement new features that make handling even easier and better.
The software itself does everything it needs to do. It has a clear administration interface that is kept very modern. In addition, Gainsight is always trying to implement new features that make handling even easier and better.
What do you dislike about the product?
There is a bit of a lack of functionality in some areas, but this can be largely ignored
What problems is the product solving and how is that benefiting you?
The exchange of information and assistance is possible both between us and our customers, and between customers themselves. This significantly reduces the workload on our support team
Great platform, great CSM, and great support
What do you like best about the product?
The platform is very easy to use, comes with a lot of features, and the support we receive is fantastic. The platform has scaled with us really quickly, and all of our members are very happy with it too.
Our CSM, Oliver, is especially brilliant — whether it is his client management, response time, creativity, or ideation, he's really on the ball. Plus, he's a lovely person.
Our CSM, Oliver, is especially brilliant — whether it is his client management, response time, creativity, or ideation, he's really on the ball. Plus, he's a lovely person.
What do you dislike about the product?
There isn't anything to dislike, really. We have a few features on our wishlist, but Rome wasn't built in a day.
What problems is the product solving and how is that benefiting you?
We are utilizing the community as much as possible. This includes ticket deflection for our Customer Experience team, knowledge base content by our Customer Education team, beta groups and discovery questions by our Product teams, and much more.
Solid Platform
What do you like best about the product?
Community is more than a platform. I have enjoyed using the Insided Product, it is now the Gainsight CC platform. Innovations have been solid, reliability good, community member experience favorable.
What do you dislike about the product?
I don't feel like I get enough information 'from' the product team on the product, especially outside of their own community. Meaning, I consume content thru things like Industry Events. The industry event is focused nearly entirely on customer stories, which are not very valuable to me. I do plan on renewing/staying however.
What problems is the product solving and how is that benefiting you?
A self-administering community plaform for our audience with minimal employee oversight.
Powerful and easily Flexible
What do you like best about the product?
Easy to customize and set up. Administration controls are easy to use and you can customize with little to no complex code. Analytics and exports are excellent. Feature-rich with moderation tools, custom pages, email campaigns, and FederatedSearch, unifying multiple information silos into a single search box. Customer Support and Customer Success has been excellent as well.
What do you dislike about the product?
It's a growing platform in active developement, there isn't much to dislike that won't be addressed soon. Particularly with more analytics on the way!
What problems is the product solving and how is that benefiting you?
We are unifying all information through the community, having one place to get all customer-facing information. This is increasing awareness of product releases and workflows, it also streamlines customer responses to questions and helps ticket deflection from Support back to the Community.
A great tool and a great team!
What do you like best about the product?
As a telco company in Luxembourg, we need to work in 3 languages. The FAQ feature of Gainsight CC has been really good for that. Whether it’s for tutorials, product information, or general updates, we have been able to wirte about all the topics we need to.
Furthemore, the support team and our customer success manager have been super helpful whenever we needed assistance. Their response time and expertise have made a huge difference in our experience.
Furthemore, the support team and our customer success manager have been super helpful whenever we needed assistance. Their response time and expertise have made a huge difference in our experience.
What do you dislike about the product?
While the tool is easy to use, the text editor could have some upgrades, particularly in how it handles embedding content. Finishing a full article can sometimes be difficult, especially when embedding pictures, icons, and videos.
What problems is the product solving and how is that benefiting you?
Gainsight CC is mostly helping our customer service by providing an easy-to-use FAQ feature. This is the feature we are using the most. This tool allows our customers to find answers to their questions and resolve their issues without needing to call our helpline or visit a store. It does not solve heavy and complex issue but the maing goal for us is to reduce the workload on our support team and give our customers autonomy on simple subject.
Good out of the box features - hoping to see more soon
What do you like best about the product?
Out of the box features are good and customization is easy. There are many options for how you want to structure your community and the analytics are sufficient. They are coming out with new features often and do a good job of listening to their clients when it comes to product enhancement. Good support and an excellent CS team.
What do you dislike about the product?
Would love to have seen more multi-product features (though I think more will be coming out soon). Some of the customizability on pages except the home page were lacking. It was difficult to show the information that I wanted for the different product categories that I had. Some custom coding is necessary to get the most out of this software.
What problems is the product solving and how is that benefiting you?
Community is the place where clients go to speak to each other, solve problems, find best practices, and navigate to our other client resource sites. It is the ONLY place in the company that offers all of these things. Gainsight CC is the place.
Gainsight Customer Communities
What do you like best about the product?
The direct access to customer feedback provided by the IFS Community is invaluable, enabling companies to gather insights for product improvements and innovation. The opportunity for co-creation of products and services with engaged community members, who also act as brand advocates, is a significant advantage. The ability to customize the layouts is excellent, and I am very pleased with the support we receive in case of any issues.
What do you dislike about the product?
The control panel can be a bit slow; however, this is negligible. I am excited about the current roadmap and the new features that are being implemented.
What problems is the product solving and how is that benefiting you?
The Community platform offers a direct channel for customer feedback, which is essential for collecting insights that inform product improvements and drive innovation. It serves as an ideal hub for our customers to discover solutions that meet their needs.
plentiful info but where to begin
What do you like best about the product?
Finding resources on areas that may not be in the GS support articles
What do you dislike about the product?
It's very overwhelming and sometimes produces too many results. I don't use it often bc it's too much for me
What problems is the product solving and how is that benefiting you?
Finding resolutions that others have used that have been successful that I may not have thought of
A great solution for any SAAS community
What do you like best about the product?
It supports my company's goals - Gainsight CC is sympathetic to a SAAS community's objectives and goals: their list of SAAS customers using their product illustrates this.
From the beginning, they were able to easily shape the success plan for my new community and immediately understood the priorities and mission that we were aiming to achieve.
The integration with Salesforce has also made life easier for us so we can maintain our knowledge base there.
I've had an excellent CSM, Vishwas Katti, working with me too, and Hugo in Support are both a credit to the team.
From the beginning, they were able to easily shape the success plan for my new community and immediately understood the priorities and mission that we were aiming to achieve.
The integration with Salesforce has also made life easier for us so we can maintain our knowledge base there.
I've had an excellent CSM, Vishwas Katti, working with me too, and Hugo in Support are both a credit to the team.
What do you dislike about the product?
Visibility of who is who in the community. It doesn't include a public directory. One of our aims is for our customes to build contacts, network with each other in order to share best practice and support each other. We have numerous customer segments and connecting people to people easily would make our community more effective.
Multi-lingual functionality was a highly anticipated recent development but sadly doesn't quite deliver the minimum requirement from a UX perspective. Something that is still in dev though so I will keep my eye out for that.
Multi-lingual functionality was a highly anticipated recent development but sadly doesn't quite deliver the minimum requirement from a UX perspective. Something that is still in dev though so I will keep my eye out for that.
What problems is the product solving and how is that benefiting you?
It represents a 1-many communication tool enabling us to scale. Too much time is taken answering the same questions from multiple customers. If solutions to questions exist in the community, we can continually use this content to direct customers to so we can focus on more important tasks like supporting our customer success plans.
Self-resolving questions: not only can our community answer questions where there is a gap in product knowledge, but when another customers them, that's the perfect scenario.
Sharing best practice and connecting customers to help support each other and learn and be inspired to adopt new product features - but we've only just scratched the surface here.
Self-resolving questions: not only can our community answer questions where there is a gap in product knowledge, but when another customers them, that's the perfect scenario.
Sharing best practice and connecting customers to help support each other and learn and be inspired to adopt new product features - but we've only just scratched the surface here.
Excellent Partner and Platform
What do you like best about the product?
Rather than talk about specific features (of which there are many), I'd rather highlight that Gainsight and before that InSided have been a fantastic partner for many years now.
Rather than a vendor, they are a true partner that's consistently worked with us to meet our goals and objectives, they listen to our feedback on existing and in-development features to improve their product offering.
Our CSM is great at fostering relationships with between community teams at other enterprises where the platforms are at a similar lifecycle stage, allowing for the sharing of ideas and collaborative initiatives.
Rather than a vendor, they are a true partner that's consistently worked with us to meet our goals and objectives, they listen to our feedback on existing and in-development features to improve their product offering.
Our CSM is great at fostering relationships with between community teams at other enterprises where the platforms are at a similar lifecycle stage, allowing for the sharing of ideas and collaborative initiatives.
What do you dislike about the product?
Depending on your needs, you may find the navigation is a little outdated (especially for mobile) when compared to other platforms where their features are similar to more well-known Social Media sites.
Reporting dashboards could be a little more portable. It's all accessible through API but if you just want a downloadable or automated mailout of dashboards to senior leadership, the only solution requires more manual input.
Reporting dashboards could be a little more portable. It's all accessible through API but if you just want a downloadable or automated mailout of dashboards to senior leadership, the only solution requires more manual input.
What problems is the product solving and how is that benefiting you?
- Deflection of Customer Supported contacts, by providing users with a place to find Peer-2-Peer support solutions
- Communicating product updates to our user base
- Hosting customer success guides in the form of user generated tips and tricks for getting the most from our product
- Communicating product updates to our user base
- Hosting customer success guides in the form of user generated tips and tricks for getting the most from our product
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