Gainsight - Customer Communities
GainsightReviews from AWS customer
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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.
User Friendly and Feature Heavy Platform
What do you like best about the product?
Good Support when you need it. Responsive Community, as you'd expect. Understanding and supportive CSM.
What do you dislike about the product?
Can be slow to implement new ideas sometimes. Some feature updates aren't always 'perfect'.
What problems is the product solving and how is that benefiting you?
Addressing industry downturn in Engagement and how our Community can turn mitigate this.
Valuable Insights Beyond Customer Interactions
What do you like best about the product?
Good to get more than just customer interactions
insights of the engagement with customers and active advocations
insights of the engagement with customers and active advocations
What do you dislike about the product?
the design part can it be worked on and the niche
What problems is the product solving and how is that benefiting you?
getting more deep into the customers
Gainsight Community is a one-stop-shop for our customers!
What do you like best about the product?
You can build out an extremely visually appealing space that customers can identify with.
What do you dislike about the product?
Nothing at this time. We are still building our community out so haven’t run into any roadblocks yet.
What problems is the product solving and how is that benefiting you?
We are trying to leverage it for scaling our digital CS programs.
Solid community tool if you stick with it
What do you like best about the product?
Honestly, it’s just real nice to have one spot where users can talk, ask stuff, and share ideas. Makes it way easier to see what folks actually care about. The upvoting on ideas is great too — helps us know what to prioritize without guessing. Also, we don’t gotta chase feedback across a bunch of places anymore, it's all right there.
What do you dislike about the product?
Setup wasn’t super smooth tbh. Took us a while to figure out where stuff was and how to get folks to start using it. Also the email alerts were kinda annoying till we fixed the settings. And would be nice if mobile version was a bit cleaner – some ppl said it’s hard to browse there.
What problems is the product solving and how is that benefiting you?
Main thing it’s helpin with is gettin all our customer convos in one place. Before, we had feedback comin from emails, calls, Slack, all over. Now it’s easier to track what folks are sayin, what ideas they’re throwin out, and what questions keep comin up. Also helps other users answer stuff too, so our support team not stuck answering the same thing 10 times. Overall saves us time and gives us better sense of what our users care about.
Best Customer Service
What do you like best about the product?
It’s fast and reliable. Easy to use. Best
What do you dislike about the product?
So far I did not dislike anything. Maybe I would appreciate if I get responses within a day.
What problems is the product solving and how is that benefiting you?
Software issues and database connections, platform visualisation
it provided good insight
What do you like best about the product?
it helps build the customer connection. Makes it easier to find the solution and implement it.
What do you dislike about the product?
like any community-driven platform, it can sometimes be difficult to find high-quality or relevant content if the community isn’t well-organized or moderated. At times it comes off as junk.
What problems is the product solving and how is that benefiting you?
helps with customer relationships and customer loyalty
Intuitive platform helping to automate processes
What do you like best about the product?
The platform’s user interface is intuitive, making it easy to monitor key metrics and automate processes. While the initial setup can be complex, the platform offers strong support and training resources. Overall, Gainsight is a top choice for organizations looking to improve customer success and maximize value from their customer base.
What do you dislike about the product?
Lack some of the customization options..
What problems is the product solving and how is that benefiting you?
Customers can collaborate, ask questions, share feedback, and access self-service resources.
Quite happy with the processes overall
What do you like best about the product?
User-friendly, fairly priced based on value added
What do you dislike about the product?
Concerns about how tailored it could be.
What problems is the product solving and how is that benefiting you?
Quick access on the information I need, easy to navigate and it's usability and how use-friendly it is.
Great experience using it
What do you like best about the product?
I really like how Gainsight Customer Communities brings people together. The platform is easy to use and helps me quickly find answers. It feels like a friendly space where everyone can share ideas and learn from each other. This simple design makes it fun and useful for my work.
What do you dislike about the product?
One thing I don't like is that the platform can feel a bit too basic sometimes. I wish there were more advanced features or customization options, which could make it even easier to use.
What problems is the product solving and how is that benefiting you?
Gainsight Customer Communities makes it easier to get help and share ideas. It solves the problem of finding quick answers by connecting me with others who have the same questions. This community support saves me time and helps me work better by learning from real experiences.
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