Gainsight - Customer Communities

What do you like best about the product?

The community has been a great resource for troubleshooting, learning best practices, and finding solutions to common Gainsight challenges. It has helped me resolve issues faster and discover features I wasn't aware of.

What do you dislike about the product?

The search results can be difficult to navigate, and some articles are outdated or don't include enough technical detail. It can also take time to find the exact answer for complex use cases.

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

It helps me troubleshoot issues, learn new features, and validate implementation approaches without always opening a support ticket. This saves time and helps me support my team more efficiently.

What do you like best about the product?

The ability to connect directly with other Gainsight admins facing similar challenges, sharing real-world solutions saves time versus trial-and-error, and it's helpful to see how other CS Ops teams structure their processes

What do you dislike about the product?

Sometimes it's hard to find relevant answers quickly, and older threads aren't always updated to reflect newer product changes, so it takes some digging to know if a solution still applies

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

It helps surface how other CS Ops/Gainsight admins are solving similar problems so we're not always starting from scratch. That saves time on troubleshooting and gives us more confidence that a configuration approach is sound before rolling it out

What do you like best about the product?

The Gainsight Community team is clearly thinking about the future of online communities. They're moving quickly to introduce meaningful AI capabilities that enhance the community experience, while still staying true to what makes communities valuable in the first place: the people and the authentic connections they create.

Beyond the platform itself, the Gainsight Community team is exceptional. They have a knowledgeable, customer-focused team that genuinely partners with their customers, listens to feedback, and is committed to helping organizations succeed.

It's exciting to see the direction they're heading, and I believe the future of the platform is incredibly bright.

What do you dislike about the product?

Gainsight Communities still has room to grow in its analytics capabilities. While the reporting tools continue to improve, some search filters and reporting options are not yet readily available. I'm hopeful these enhancements will become a higher priority, as they would provide even greater insights and flexibility for community managers.

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

The Gainsight Community platform is highly scalable, enabling us to provide a thriving online ecosystem for our users. It gives our customers a central place to easily find information, ask questions, receive answers, and connect with one another. The platform's capabilities allow us to deliver these experiences effectively at scale, helping us support a growing global user base while fostering meaningful engagement and peer-to-peer collaboration.

What do you like best about the product?

I really appreciate how Gainsight's platform integrates seamlessly with our needs at De Kindertelefoon and In je bol. The ability to customize features like the forum's look and feel or something as specific as toggling off "best answer" functionality has made it easy to cater to our unique community requirements. The tools are intuitive, and even with limited technical expertise, I've been able to make adjustments like CSS changes. The flexibility in implementation has been crucial for managing both our long-standing Kindertelefoon community and our newer In je bol platform.

Another highlight is the excellent customer support. Whether it's addressing complex issues like the visibility of topics with a very large number of replies in Gainsight Control or providing guidance on new tools like the search analytics dashboard, their team is responsive and proactive. I’ve felt supported every step of the way, and Nadia, in particular, has been fantastic as a dedicated contact person. Knowing I can rely on consistent and tailored assistance has made using Gainsight not just productive but truly collaborative.

What do you dislike about the product?

While the platform is robust, implementing changes can sometimes feel weighty, and we’ve had to carefully plan updates to avoid disruption. That said, Gainsight’s responsiveness and willingness to address these nuances have made these moments manageable, and overall, the positives far outweigh these small bumps.

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

Gainsight helps us manage and grow our online communities, enabling safe and engaging spaces for youth and young adults. It supports seamless moderation, user privacy, and content organization, which are key to our mission. Tools like search analytics and custom configurations help us understand our users’ needs and improve engagement. By simplifying day-to-day operations and providing actionable insights, Gainsight allows us to focus on our core goal of supporting and connecting with young people.

What do you like best about the product?

I’m a member of multiple Customer Communities, and I’ve been an admin in the past. My company also uses this for our Community. This is probably my favorite of the Gainsight products. It’s easy to use, integrates with Gainsight CS seamlessly, and has a clean interface. It also connects with a bunch of other tools, which makes it straightforward to pull our information in.

What do you dislike about the product?

I don't work closely enough with the product to have many concerns

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

Connecting me to other customers for the communities I am in, and connecting our customers with each other.