Gainsight CX Reviews & Pricing

Key Features

• Centralized Repository: View tasks, crucial metrics, action items, customer activities and reports in a single, configurable place. Access a comprehensive view of customer journeys and design layouts based on attributes or user roles. 
• Planning: Directly strategize and coordinate with customers. Monitor client objectives, tasks and milestones for easy execution. 
• Scorecards: Create a detailed framework to assess customer health across all interactions and data points. 
  •  Export data from CRMs, support solutions and product usage to get an accurate picture of customer data. 
  •  Use multiple scorecard models for several customer types and add sentiment data to scores. 
• Analytics: Convert data into crucial customer insights. 
  • Retention Insights: Analyze customer retention journey to pinpoint areas where they experience trouble and fall off organically. 
  • Product Adoption: Combine analytics across newly released and existing modules. Drill down into specific capabilities and determine the relationship between certain features and customer segments. 
  • Customer Journeys: View how customers move through products and services. Provides filters based on user segments and attributes. 
  • Dashboard: Visualize data with multiple, customizable dashboards. Share reports and dashboards with stakeholders. 
• Customer Engagement: Onboard customers using in-product engagement tools like app guides, tooltips, walkthroughs and hotspots. 
  •  Deliver personalized experiences according to variables like user role, location, historical product behavior and more.  
  •  Build a knowledge center and add content like how-to guides and onboarding checklists. Create multi-page guides that connect to different parts of the product. 
  •  Use time-based throttling to limit the number of engagements a customer sees.  
  •  Target clients not utilizing a core module completely with personalized tips.  
  •  Trigger email check-ins for customers not using the app within a specific time. 
• Surveys: Capture customer sentiment and feedback using out-of-the-box templates.  
  •  Create multiple survey types like NPS, CSAT and CES. 
  •  Embed several question types like multiple choice, ratings, free text and yes/no.  
  •  Trigger automated and in-person follow-ups based on responses. 
  •  Deliver surveys in-app and place them with key feature flows or after workflow. 
  •  Prevent survey fatigue with usage-based throttling. 
• Renewal Management: Manage, predict and analyze renewals with a centralized command center. 
  •  Accurately forecast renewals by combining financial data with customer success insights. 
  •  Receive real-time alerts for critical accounts and events. 
  •  Identify expansion opportunities through rich customer data analysis.  
  •  Track sponsors and proactively update teams on any changes.  
  •  Ensure teams take the right actions with dedicated account plans. 
• Journey Orchestrator: Engage with customers at critical points.  
  •  Deliver surveys at the right time by setting triggers based on lifecycle events. 
  •  Identify dissatisfied customers by sending auto-triggered alerts to customer success teams accompanied by relevant playbooks.  
  •  Automate critical customer touchpoints like onboarding, renewals and surveys. 
• Integrations: Unify customer data by integrating with third-party apps like Salesforce, HubSpot, Zoho, Zoom and Google Analytics. 
• Automation: Trigger automated alerts according to risks, opportunities and lifecycle events. 

Limitations

•  Difficult to edit customer data. 
•  Journey Orchestrator programs are complex to understand. 
•  Doesn’t offer automated reminders for deadlines. 
•  Limited reporting capabilities.  
•  Has a steep learning curve.  

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