Gainsight - Customer Communities

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.

What do you like best about the product?

What seems strongest about Gainsight Customer Communities is the ability to create a more centralized, self-serve customer experience instead of sending people to a bunch of separate places for docs, training, support, and follow-up resources. It also looks especially valuable that Spaces can become a customer-facing shared area for success plans and collaboration, which feels more scalable and customer-friendly than maintaining spreadsheets forever. More broadly, this aligns with how Dariann and Chris seem to think about it: keep the experience in one source/system, weave the knowledge base into comms, and make the platform easier for customers to discover and use in the normal flow of adoption.

What do you dislike about the product?

The main downside is that the vision is ahead of the current maturity in a few places. Even internally, there were still open questions around permissions, rollout timing, pending work, and how much of the experience would truly live in one place versus federating across multiple systems. There also seems to be some dependency on integrations and approvals to unlock the full experience, especially around Slack/community connections and AI-related processing, which can slow down rollout. And from a CS workflow standpoint, it only really works well if ownership shifts toward customer self-service and customer participation, rather than becoming another thing CSEs have to manually maintain forever.

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

Gainsight Customer Communities helps solve a pretty common CX problem: customers need one place to find the right information, ask questions, collaborate on plans, and continue their learning without bouncing across disconnected systems. It also helps make adoption and success planning more collaborative and scalable by giving customers a shared space to work from, rather than relying only on internal documents or one-off follow-up from the CS team. For teams, the benefit is better visibility into customer activity, more opportunity for proactive follow-up, and a more sustainable self-service model that can still surface unanswered questions and engagement signals back into Gainsight.

What do you like best about the product?

We've had a great experience with Gainsight Customer Communities. Prior to adopting the platform, we primarily relied on Skilljar for our customer education program. While Skilljar served us well, Gainsight has been a solid next step in our evolution, helping us expand beyond training and create a more connected customer experience.

One of the things I appreciate most is how easy the platform is to use, both for administrators and end users. The interface is intuitive, making it simple to manage content, engage customers, and drive adoption without a steep learning curve. Gainsight Customer Communities has helped us strengthen our education and engagement strategy, and it's been a valuable addition to our overall customer success program.

What do you dislike about the product?

There are very few things I dislike about Gainsight Customer Communities overall. If I had to identify an area for improvement, it would be that some advanced customizations and administrative workflows can take time to learn and occasionally require more configuration than expected. As the platform is highly capable, there can be a learning curve when setting up more complex use cases.

That said, the platform continues to evolve, and the benefits far outweigh any challenges. The ease of use, strong customer engagement capabilities, and seamless support for our education initiatives have made it a valuable investment for our team.

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

Gainsight Customer Communities has helped us solve several challenges related to customer education and engagement. Previously, our learning experience was primarily centered around Skilljar, which worked well for delivering training content but offered limited opportunities for broader customer interaction and peer-to-peer engagement.

With Gainsight, we've been able to create a more centralized destination where customers can access educational resources, find answers to common questions, engage with one another, and stay connected with our team. This reduces friction in the customer journey, improves content discoverability, and helps scale support by enabling customers to learn from both our resources and the community itself.

The platform has also helped us bring together education, support, and engagement in a single experience, making it easier for customers to find value and for our team to foster stronger customer relationships. Combined with its ease of use, it has been a natural next step in the evolution of our customer education program.

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.

What do you like best about the product?

Helps run our one to many strategies. We are rolling out our community to help with customer feedback and allow them to up vote.

What do you dislike about the product?

I've heard it can be difficult on the back end to manage some of the drag n drop.

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

Customers can self-serve, access our training academies via search, and get answers from their peers. This will help drive down support tickets in the future. We get a deeper view into C360.