Gainsight - Customer Communities

What do you like best about the product?

From an admin perspective, Community is pretty easy to use. There is also a great tie in with our CS instance to gather or measure insights.

What do you dislike about the product?

Much like the CS side, it takes many clicks to accomplish a single task in some areas. Also group editing and management isn't as intuitive as it should be.

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

We needed a platform that was tied to our CS instance that would provide a space for our customers to interact and receive additional engagement from Egnyte.

What do you like best about the product?

This review is specifically for GS product support: Lauro and Cade are incredibly helpful! Their replies are always thoughtful, detailed, and easy to follow. They make working on Gainsight easy and enjoyable

What do you dislike about the product?

Occasional glitches on the community that are frustrating but sometimes not meaningful enough to reach out to support immediately

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

It's recent AI tools (AI Moderation and AI Answers) are a move in the right direction by removing admin tasks for managers to focus on more strategic initiatives

What do you like best about the product?

Over six years building our community on this platform, its greatest strength has been the way it brings our builders and users together in one place to learn from each other, share knowledge, and ideate. That peer-to-peer exchange is the heart of the platform, and it's encouraging to see Gainsight investing in AI capabilities - such as MCP, which can surface community and academy content where users need it - a strong signal of where the platform is heading. I also appreciate the Gainsight team's willingness to work with us to evolve the platform through our feature requests.

What do you dislike about the product?

The main area I'd like to see mature is analytics - more out-of-the-box, account-based analytics natively in the community dashboard (including Academy), rather than only via Gainsight 360. I'm looking forward to Community and Skilljar analytics in one shared dashboard, which I understand is on the roadmap. End-to-end gamification across both platforms - already being explored based on our input - would round it out nicely.

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

It's our central hub for customer and partner enablement, solving several problems at once. Members can find answers in existing content and connect directly with experts and peers who understand the depth and context of their questions - so they get richer, faster help and learn from others solving similar challenges. The product-ideas pipeline gives us a structured way to capture and prioritise user needs for our roadmap. And it lets us support and grow a large ecosystem of customers and partners efficiently, increasingly with unified account-level insight across community and academy.

What do you like best about the product?

Gainsight Customer Communities was easy to set up and connects seamlessly with our Gainsight CS platform and our knowledge base. Onboarding went really well, and the support team was excellent throughout, which helped make the rollout smooth and hassle-free. Most importantly, our customers can easily interact with each other and the internal team making for a great experience. If you are looking to build your first customer community, Gainsight is a great choice and worth the investment.

What do you dislike about the product?

You need Zapier to take advantage of many of the available connectors.

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

Scaling customer communication and enablement.

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.

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.