Gainsight - Customer Communities
GainsightReviews from AWS customer
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Area Vice President - Customer Success
What do you like best about the product?
Collaborating with others in my industry.
What do you dislike about the product?
Nothing that I can think of now. I wish I could spend more time!
What problems is the product solving and how is that benefiting you?
Creating nor efficiencies for our CSMs and giving us insights via data.
Great product, Innovative team, and access to Community Managers from around the globe.
What do you like best about the product?
We have been able to create a vibrant B2C community that is always evolving to meet the needs of the company and, more importantly, our customers thanks to the help of the team at Gainsight Customer Communities and the ability to interact and work together with community managers from all over the world via the Gainsight Community.
The Gainsight CC team does an excellent job of paying attention to what their customers have to say and working to create products that meet our demands. With Gainsight CC, you may work with the team to enhance product features via beta testing and feedback, and you'll receive a clear roadmap.
The Gainsight CC team does an excellent job of paying attention to what their customers have to say and working to create products that meet our demands. With Gainsight CC, you may work with the team to enhance product features via beta testing and feedback, and you'll receive a clear roadmap.
What do you dislike about the product?
While the text editor in Gainsight CC is sufficient for creating good articles, there are a few limitations that prevent us from moving our content to the next level. We have discussed these constraints with the CC team, and they have acknowledged our concerns by including improvements to the text editor on their product roadmap. We look forward to seeing these enhancements implemented in the near future.
What problems is the product solving and how is that benefiting you?
Gainsight Customer Communities is helping us in achieving our mission to provide customers with exceptional support via online-only channels.
The most user-friendly community out there!
What do you like best about the product?
There are many things to like about Gainsight and their products. First of all, you can personalize your community forum as you wish and adapt it to the company ideas and vision. There are monthly meetins with their rapresentatives to make sure everything is going well and promoting new features, ideas and settings for you (massive shoot-out to Oli here!). It's really easy to use and moderate, there is a lot of data and many options. The customers are having a good time using it as it's simple and all the topics can be stored under different categories. Whenever there is a tech problem, or any other type of issue, their support is great, quick, and solving everything as fast as possible. Sometimes if the problem is urgent, they can propritize your request and work on it even faster.
What do you dislike about the product?
Nothing to dislike. Maybe the small tech issues that happens from time to time but that's quite normal and it's nothing major.
What problems is the product solving and how is that benefiting you?
We use our forum to communicate with players and give them a better and personalized experience, but the main goal is so customers can discuss different topics with other customers. This is the only place where thsi can happen in our industry.
Community Platform for B2B Customers
What do you like best about the product?
Gainsight is intuitive and simple to use, I was able to create our entire community with the support of 1 graphic designer. The ease of use tied to the Control or back end is why we ultimately purchased Gainsight over other community software.
What do you dislike about the product?
I don't love the Event section or the reporting but both of those are on the roadmap for this year.
What problems is the product solving and how is that benefiting you?
It helping us increase user engagement with our brand and product and allowing us to offer value added program that creates brand affinity. Community helps us scale our CS organization while driving product adoption and usage. Provides us a platform to hear our customers better and provides our customers the opportunity to learn from each other.
Gainsight makes life easy
What do you like best about the product?
Engaged and helpful; helpful community members
What do you dislike about the product?
Complex problems sometimes do not have any responses to
What problems is the product solving and how is that benefiting you?
Day-to-day reporting issues and how to hacks
Easy to use Community platform
What do you like best about the product?
The Gainsight Digital Hub is easy and rather intuitive to use for admins. It is also very quick to implement because the basic functionality is there out of the box. The Gainsight team is fun to work with and responsive with issues.
What do you dislike about the product?
The ease of implementation comes with some downsides. As the platform is an out-of-box type of solution, some of the functionality is quite basic and configuration options are limited.
What problems is the product solving and how is that benefiting you?
Sharing product knowledge in a scalable way, enabling self-support and networking for users.
Reliable, Intuitive design - Intuitive
What do you like best about the product?
Intuitive Design, I didn't have much time to get acquainted so was glad it was not too complex. You can access it frequently or as you please which is nice. I have not gotten stuck when using the system, but it seems relatively easy to seek help or support if needed.
What do you dislike about the product?
Modernise the design, doesn't feel like a new platform.
What problems is the product solving and how is that benefiting you?
Monitoring our platform usage and tracking usage trail off. This has ensured that we are able to reduce churn and improve system upsell.
Good tool, not great
What do you like best about the product?
The platform is easy to configure and simple to use - Our customers can easily interact with one another and they enjoy the UX. It's very easy for us to gather product feedback and triage ideas with the product team through the ProductBoard integration. I appreciated the detailed onboarding checklist through Asana, that made our implementation process very simple.
What do you dislike about the product?
We've had a very disappointing experience with the Digital Hub support team on numerous occasions. Lack of consistent communication, extreme delays in requestsed changes, and no solid resources to help with community activation. Not to mention much of their help center documentation is out of date and not helpful at all. I've found that many of the analytics dashboards are frequently buggy and don't show consistent data.
What problems is the product solving and how is that benefiting you?
The platform allows our customers to learn from one another and locate all of our resources in one centralized space.
Flexible, engaging platform for creating scaled community experiences
What do you like best about the product?
We needed a platform that was flexible and looked good without custom coding. Gainsight Digital Hub has proven to be a great option for our 1st gen community and has scaled seamlessly with us as we enter the next era of our 2nd gen community. Integration to Salesforce was a breeze. Implementation was phenomenal and very well supported on the Gainsight side.
I have been really pleased that we've been able to scale on the platform - particuarly the ease with which we've been able to roll out a moderation infrastructure in partnership with our CX team. We have over 10 users across the business leveraging the platform on a daily basis.
I have been really pleased that we've been able to scale on the platform - particuarly the ease with which we've been able to roll out a moderation infrastructure in partnership with our CX team. We have over 10 users across the business leveraging the platform on a daily basis.
What do you dislike about the product?
Permissioning for fully-private communities isn't straightforward but not a dealbreaker. If you are building a hybrid or fully public community, this is a non-issue.
What problems is the product solving and how is that benefiting you?
We wanted to enable our customers to access knowledge content and facilitate peer-to-peer support in a single streamlined location. We also wanted a platform where we could host product beta groups, regional user groups, CABS etc. Every functional group in the organization has a use-case for customer interaction. Every new cross-functional project now kicks off with ... how can we do this the best way possible? And community is always the answer ;)
A good product.
What do you like best about the product?
The product is easy to use.
The UI is clean and reader friendly.
The UI is clean and reader friendly.
What do you dislike about the product?
Some more features should be there to make it more engaging.
Ease of editing the graphics will be helpful
Ease of editing the graphics will be helpful
What problems is the product solving and how is that benefiting you?
Able to publish the common issues faced with the product and share the link to others or refer them to use the portal for quick resolution notes.
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