Gainsight - Customer Communities
GainsightReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
261 reviews
from
External reviews are not included in the AWS star rating for the product.
Partnering with our CS ops, education and digital teams
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
Flexible platform, awesome features, and top-notch customer support
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.
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.
Purpose-built platform that's easy to use
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.
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.
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.
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.
Helping scale Digital CS and gathering customer feedback
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.
ok but admin side access needs improvement
What do you like best about the product?
The platform does a solid job of giving end users a central place to connect, share ideas, and post feature requests. The community engagement features work well for our customers, and overall the end-user experience is reasonably polished. When the Salesforce integration works as expected, it creates useful reporting between our community activity and our CRM data.
What do you dislike about the product?
I have found the admin experience to be frustrating. Admin access requires both a separate end-user account and a linked admin account, which creates unnecessary confusion during onboarding and troubleshooting. The SFDC package errors are poorly documented, and we've experienced silent failures in the Salesforce integration with no clear alerts or logs to diagnose the issue. Better error visibility and a unified admin account model would go a long way. Additional support during incident management and guidance around SFDC package upgrades is something that we have flagged to Gainsight for improvement.
What problems is the product solving and how is that benefiting you?
A place for end users to connect with each other, post feature requests, and engage in discussions. It reduces support burden by enabling peer-to-peer help and gives our product team visibility into common customer needs through the idea/request features. It has been a success for us.
Powerful tool for data driven results!
What do you like best about the product?
Out of the box deployment! Synergy with GS Customer Success
What do you dislike about the product?
Limited customizations which is a pro and con
What problems is the product solving and how is that benefiting you?
Community engagement
Great Community Platform
What do you like best about the product?
Ease of use, continued innovation and advancements, and the amount of customization available.
What do you dislike about the product?
There’s nothing in particular I need to call out about this.
What problems is the product solving and how is that benefiting you?
Gainsight Customer Communities has enabled us to use a customized platform to curate relevant content for users of our solutions.
An Innovative Community Platform That Evolves With Us
What do you like best about the product?
What I love most about Gainsight is how intuitive and user-friendly the platform is. The widget-based configuration makes it so easy for my colleagues and me to self-serve and build what we need without constantly relying on IT or developers. It's ideal for lean teams like ours because we can take full ownership of designing and managing our community. Features like AI moderation and AI powered search enhance the overall experience for both our moderators and users. It's been great to see how Gainsight is investing in CC, we are constantly seeing updates and enhancements to the product. Also, the support has also been outstanding, their team is responsive, knowledgeable, and truly invested in helping us succeed. It’s clear Gainsight is a partner, not just a vendor.
What do you dislike about the product?
Honestly, there’s not much to dislike about Gainsight, but if I had to point something out, it’s that the platform offers so much functionality that it can feel like there’s a bit of a learning curve upfront. For teams new to using Gainsight, it might take a little time to uncover all the tools and apply them effectively.
That said, the Gainsight team has been fantastic at providing support and resources to help us get up to speed. They’re super responsive and always willing to jump in, which makes overcoming any initial adjustments much smoother and builds confidence in using the platform.
That said, the Gainsight team has been fantastic at providing support and resources to help us get up to speed. They’re super responsive and always willing to jump in, which makes overcoming any initial adjustments much smoother and builds confidence in using the platform.
What problems is the product solving and how is that benefiting you?
Gainsight CC has helped us create a centralized, modern space where customers, partners, and our team can connect, learn, and engage more effectively. As a lean community team, we needed a solution that was intuitive to manage, scalable as our community grows, and flexible enough for us to make updates independently without relying heavily on internal development resources.
Easy Setup and Highly Customizable Community Platform
What do you like best about the product?
I like that Gainsight Customer Communities is very easy to set up with good guidance from the Gainsight team. It's quite flexible and customizable, and I appreciate the further investment into customization and personalization. The ability to create dedicated custom pages, such as for our advocacy program or webinars, is a big plus. The role-based personalization is also valuable, as it allows customers to see content specifically relevant to them. Integration with Gainsight CS enriches community member profiles with data from our Customer Success Portal.
What do you dislike about the product?
Nothing that immediately comes to mind
What problems is the product solving and how is that benefiting you?
We use Gainsight Customer Communities to connect customers, address queries, and collect ideas. It serves as a landing page evolving into a customer portal. Customization for specific programs and personalization by role enriches user experience, while integration with Gainsight CS enhances community data insights.
Robust Features, But Front-End Limitations
What do you like best about the product?
I like the 'Control' admin in Gainsight Customer Communities, which is excellent for managing content and users. It has a very user-friendly interface and allows for flexible filtering that can be saved as views and shared. I'm also impressed by the speed with which they are adding new features to the platform. In just a few months of using it, we've seen many new additions that improve the experience for both community members and the community team. It's very impressive how quickly they're moving.
What do you dislike about the product?
We have a lot of employees that interact on the community. Having more granular permissions and the ability to do more from the front end of the platform instead of having to do everything in control would be nice. We have employees that only publish knowledge articles, for example, and they have to have pretty broad access in control to do so. It would be nice if they could do that from the front end without having to grant them access to the admin. Other small things include viewing user details like email addresses or pinning posts to the top of a forum. Anything like that requires pretty broad access to control.
What problems is the product solving and how is that benefiting you?
We use Gainsight Customer Communities for customers to ask support questions and to host tutorials, creating a knowledge repository that's easily searchable online.
showing 1 - 10