Gainsight - Customer Communities

What do you like best about the product?

I really appreciate how Gainsight makes managing our community much easier, especially with features like custom roles, reporting options, and the notification center. The UI might not always be my favorite, but once you've got it set up, the controls are straightforward. The ability to link user roles directly from Salesforce and manage permissions has been a big improvement for us. Their federated search setup is also promising for keeping our documentation and community interconnected, which is critical as we restructure. The way it supports both public and gated content is super helpful since we have different types of community members.

Customer support really stands out too. Our CSM, Oli, keeps us updated with new features, shares relevant case examples, and is always willing to help troubleshoot issues. Anytime something major happens, like when we dealt with that spam incident, the support team was quick to act. Having someone who checks in regularly and suggests ways to maximize the platform has been a huge upside to using Gainsight.

What do you dislike about the product?

One challenge we’ve had with Gainsight is the lack of some native functionality like bulk messaging users in the community or exporting detailed analytics for ideation. While there are workarounds, it requires more effort and sometimes external solutions, which can be frustrating. Similarly, the UI has its quirks and isn’t always intuitive, especially when managing roles and permissions.

That said, these are areas Gainsight has been actively improving, and new features like enhanced search and better dashboards are steps in the right direction. It’s clear they’re listening to feedback, which makes us optimistic about ongoing enhancements.

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

Gainsight helps us centralize community management, streamline user permissions, and better engage with our customers. It’s been invaluable for segmenting and providing tailored access to resources, ensuring the right content gets to the right people. Features like federated search and improved notifications enhance user experience, while analytics and reporting help demonstrate the community’s value internally. Overall, it’s made managing our community more efficient, enabling us to focus on fostering deeper customer connections.

What do you like best about the product?

Very intuitive and easy to use. I also like that you can customize.

What do you dislike about the product?

Sometimes it can be a bit clunky to do basic things and then need to get in touch with support

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

Good

What do you like best about the product?

I like the ease of use and the modules available for customer engagement in Gainsight Customer Communities. It was very easy to set up.

What do you dislike about the product?

I think there could be better guidance on community strategy. They could really improve by sharing best practices and strategies for improving user engagement in the community, like reactivating dormant users.

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

I use Gainsight Customer Communities to create a space for practitioners for peer-to-peer learning and to get the data I need to understand engagement levels with accounts.

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.