Gainsight - Customer Communities

What do you like best about the product?

Gainsight's community product is very flexible: you can tailor how it’s built, choose from the available integrations, and shape the overall end-user experience.

What do you dislike about the product?

It’s fairly bulky to set up. It works well for supporting larger communities, but it would likely be overly complex for smaller ones.

What problems is the product solving and how is that benefiting you?

We’ve been able to bring all of our previously disparate, customer-facing resources into a single destination within our community. Our help center, academy, support, and customer engagement now all happen in one place. As a result, we can engage with customers earlier, gather more insight into their behaviors, and more easily spot opportunities for account growth.

What do you like best about the product?

I really appreciate how intuitive and flexible Gainsight is, especially when it comes to customizing features. The ability to configure widgets and segment community experiences has also been a game-changer, letting us personalize content for different user groups like senior leaders or regional audiences.

Another standout is the collaboration with Gainsight’s team, they’ve been incredibly responsive and proactive. Oli, our CSM, made onboarding so smooth and always had innovative solutions for any challenges I brought up. The constant updates, like AI moderation tools or expanded functionalities for managing groups, show Gainsight’s commitment to improving the product. The integrations with tools like Skilljar, also make it easy to manage cross-functional workflows, saving a lot of manual effort. Overall, it’s been a powerful tool for boosting engagement and driving value both internally and externally.

What do you dislike about the product?

One area where Gainsight could improve is the functionality within public groups. There currently isn’t a way to set permissions that restrict certain members from posting while still allowing them to engage with content, which would be helpful for managing groups like partner or announcement-only spaces.

Additionally, while the platform offers impressive features and flexibility, there can be a slight learning curve for more advanced customizations, especially when working with HTML widgets or integrating new tools. That said, the Gainsight team is always helpful and quick to provide resources, which makes navigating these challenges much easier.

What problems is the product solving and how is that benefiting you?

Gainsight is helping us centralize customer feedback through the ideation module, making it easier to prioritize feature requests and align with product roadmaps. Its segmentation tools allow us to personalize user experiences, while AI moderation and engagement features save time on community management. By simplifying workflows and fostering transparency with customers, Gainsight has improved engagement, reduced churn risk, and boosted alignment across teams, ultimately enhancing the overall customer experience and driving better results for our business.

What do you like best about the product?

Its very customizable and user friendly. It connects with our other systems

What do you dislike about the product?

You need to have a bit more technical knowledge to administer

What problems is the product solving and how is that benefiting you?

Connecting our customers directly with CS

What do you like best about the product?

I really appreciate Gainsight's flexibility and ease of use. The platform has so many features we can tailor to fit our needs, especially around community management. For example, the visibility and segmentation tools make it simple to create personalized experiences for users, like showing unique pages to different segments or gating content based on permissions. The analytics, like search data and click-through rates, have been super helpful in understanding what users are engaging with and finding areas to improve. What stands out the most, though, is the support from the Gainsight team. They’ve been amazing with walking me through features, helping brainstorm solutions, and even assisting with customizations like setting up a cleaner, more user-friendly guest experience. The consistent updates and new features, like AI search summaries and dropdown menu customization.

What do you dislike about the product?

One thing I’ve noticed with Gainsight is that some features, like the email outreach tool, have limitations, such as only being able to target users active in the past year. It’s understandable for email reputation management, but it does require adjusting forecasting and occasionally using alternate tools to reach all users.

Also, while the platform is user-friendly, some tweaks, like customizing guest user pages or setting up visibility permissions, require a bit of setup time or guidance. That said, the Gainsight team is always super helpful and responsive, which makes navigating these small challenges much easier.

What problems is the product solving and how is that benefiting you?

Gainsight is helping us streamline our community management by providing tools to boost user engagement, track activity, and personalize experiences. Features like segmentation, analytics, and email outreach make it easier to bring users into the community and keep them engaged. It’s also been crucial for measuring the impact of community touchpoints and integrating multiple brands into one space. Ultimately, it’s helping us grow our user base while proving the value of the community internally.

What do you like best about the product?

Coming from a previous community platform with inadequate solutions for our support, product feedback, and customer engagement needs, it was clear that Gainsight built this tool with community managers in mind. They understand the value a community can provide to a business, and support me in making that a reality within my own company. It's straightforward to use, and we got great support during our implementation. I am proud to show off our community built on Gainsight, especially because of how much we were able to customize it to our exact needs and branding.

Gainsight also fosters collaboration through features like segmentation for email campaigns and suggestions for cleaner workflows. Every time we hit a stumbling block, we’ve been able to talk directly with their product managers to find solutions, which says a lot about how much they value their customer partnerships. Everything just feels more intentional and impactful. Gainsight is clearly prioritizing and actively investing in growing Customer Communities - new releases that are legitimately solving problems are consistently delivered.

What do you dislike about the product?

We've had a few difficult support experiences - issues that were quite debilitating took a significant amount of time and follow-ups on our end to obtain resolutions.

The tool is also in active development. It's promising to see the work on it and attention Gainsight is giving to it, but unfortunately I find that we're often asking for more. The rollout of new features and abilities isn't typically smooth and can result in a letdown - we consistently discover issues or manage to "break" something through normal use.

What problems is the product solving and how is that benefiting you?

Our biggest priorities for our community are to scale support, obtain deep insights from our most engaged users, and drive success in our products. Gainsight Customer Communities is helpful on all of these fronts. For support - we're able to deflect a significant number of support tickets by redirecting users to our community where peers can answer their questions and an ever-growing repository of resources. For deep insights - we've made our community the definitive place for external product feedback and subsequently use integrations to pipe ideas into our product team's backlog. For driving success - we've enabled teams across our organization to share their deep knowledge of our products in an extremely powerful, interactive way.

All of this is becoming increasingly important in our new age of AI - our community is a very powerful method for education and user success, and Gainsight understands this.