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What is Gainsight?

Gainsight is a customer service and customer intelligence web-based software.

Gainsight helps medium-sized and large companies gain success in customer service and customer analytics by combining data from different sources. Those data sources might be surveys, sales data, customer logs, help tickets etc.

It's most prominent trait is a 360-degree customer view, which helps business owners and sales managers determine workflows and prioritize responsibilities. Gainsight’s platform enables its users to treat clients efficiently, and change the way they orient around the buyers.

This service also provides interactive client health scorecards, which provide insight into quantitive and qualitative measurements. There is also product and service usage monitoring, plus customer compliance data.

Gainsight currently scores 89/100 in the Customer Service category. This is based on user satisfaction (88/100), press buzz (50/100), and other relevant information on Gainsight gathered from around the web.

The score for this software has improved over the past month. What is this?

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Gainsight Review

Editors' Review by the Customer Service Software Review Team

Gainsight is a customer intelligence and data reporting solution. It is designed to get a deeper understanding of your clients through statistics and direct feedback. You can create surveys, asset reports, personalized emails, and other files meant to gather different types of data that will paint a concise analysis of your customers. With in-depth customer engagement and information systems, Gainsight helps you find out the trends and attitudes for better business.

Gainsight homepage screenshot predict and manage customer risk operationalize customer lifecycle coordinate actions results across teams

Gainsight Features

Gainsight has several features to give accurate data regarding your customers. This can be either full-length breakdowns of their behaviors, success and performance statistics of your agents, multiple personnel collaborations, and predictive data. You can use these to create a successful plan of action for your company. This can be done either via a hosted site or an onsite program.

Operational Work Schedule

One of the most important aspects of business is a plan. With Gainsight, you can create a successful work plan and modify it in real time to get the best results. You can use this to create a general workflow while also answering individual client concerns.

One of the proponents of this system is the Customer360 View. This feature is a customizable dashboard where you can view statistical data, stages in the workflow, and other features. You can click on each window to get a further breakdown.

Regarding actual planning, Gainsight has the Success Plan feature to create the optimal workflows. Here, the type of plan and the goals to accomplish can be outlined. Different people from separate teams or departments can be added to carry out the plan. The flow can be created with premade templates and list your client’s needs and objectives. You can also add graphs to highlight how the plan will work or why the people assigned are suited for the job.

The CoPilot feature can also be used to help automate campaigns. You can use triggers or phrase-based settings to activate new steps or send messages to your customers. Reports can be sent as feedback and reviewed for the progress of your plan. You can also trigger emails with professional design to entice your sales or improve your relations with the customer.

Risk Management

When at work, risks are dangerous to both revenue and the safety of your staff and clients. Gainsight can help you maintain measures and prevent or resolve emergencies.

The Health Score feature can be used to monitor the performance of your customers in terms of sponsorships, product purchase, and other factors. The health of each variable is indicated in a color-coded dashboard complete with corresponding metrics. Each score can be checked with contextual data to find the goal or overrule weight assessments. You can also check the relationship between your business and your customers. This is indicated by several factors regarding their employment, contractual obligations, or deployments.

Direct client information can be collected with the Survey feature to see how they understand your plan and how you can improve it. Multilingual surveys can be created and sent to respective groups or individuals. Several questionnaires of varying types can also be created, such as multiple choice ones. You can also create categories depending on their responses. These surveys can be automatically sent depending on key goals or data achieved. Once finished, you can then create reports to get a holistic picture of your customer’s concerns and suggestions.

Lastly, you can monitor sponsors and see their behavior. Roles, titles, locations, and changes in the structure are all tracked for your key sponsors. You can be notified when such changes occur and to what degree, be it low-level employment or executive changes. Once you correspond with the sponsor’s new employee or the outgoing sponsor’s new role, you can recommend your service to them. You can also check for gaps in your sponsors and fill them out with new ones.

Value Demonstrations

Giving insight into both your company goals and those of your consumers is important in selling a service. With Gainsight, detailed reports and easy-to-follow graphics can be provided to help improve your pitch.

Your goals can be outlined and planned with the Success Plan feature. Once finished, you can then collect the data and send the information to your clients. Personalized emails can be used to give them information with a personal message. The type of charts and data that is shown to them can be modified to preference, and you can also automate when these emails are to be sent.

When filling out these emails, you can use the Success Snapshot feature to capture the data in simple, presentable information. This can be done by blending chosen data into a PowerPoint or PDF format. The data shown is based on real-time changes. Thus, you can access the Snapshot and capture accurate data representations at any time, as well as then export these to the emails. You can also use different templates, including a customized one, for each of these emails for branding.

Expansion and Collaboration

Your business doesn’t need to be restricted to a certain size or demographic. Gainsight can help with expanding your company while collaborating with others. This way, you can build a unique and engaging company to target bigger and better prospects.

The Sales View can be used to get the best possible opportunities for upsells, renewals, and other business tasks. Specific sponsors and profiles can be chosen to help decide which should be prioritized for growth and collaboration. You can also see when new ones are added to the system, as well as contact any of them when you need references or introductions to other key collaborators or sponsors. You can also reference important customers to improve standing with new contacts.

The Support View can also be used to help your support team improve the service. Agents can notify account managers when they detect issues in the system. They can also collaborate with other teams and send data between each other for a proper assessment of the problem. This data can be further modified with contextual filters to find out each client’s specific issue. This is to help your team give the best possible support for unique situations.

There is also the Lifetime Revenue View that displays billing data in relation to your customers. This way, you can see how it affects the client’s health score over a period. This can be in a timeline view and configured to include multiple sources of finance. All this data is sent to a centralized dashboard where metrics for each company and customer are assigned. The dashboard shows the overall company billing and purchases history in relation to your clients.

Reports can be used to view the progress of your expansion. Metrics in this feature can be used to forecast possible growth in different departments or services. Risks from different customers or personnel can also be detected. You can adjust the report to focus on role-based data or provide relevant role-based summaries. These can be exported to several file formats like a spreadsheet and sent to appropriate companies.

Gainsight products applications insights webpage screenshot single source customer truth 360 degree view measure health all dimensions

Gainsight Benefits

Gainsight is one of the most in-depth customer feedback services due to the array of features available. Several key features which work on operational movement, personalized branding, risk management, data reporting, and collaboration are all found. This means that most, if not all, of your concerns can be answered with a few clicks. You also get presentable data that can be sent to your consumers or sponsors.

One notable highlight in Gainsight is its concise data reporting system. It can create several feedback forms, add goals to your work plan, and display revenue from your clients. With this data, you can then select and make detailed graphics to illustrate the progress of your company. You can also convert these graphics to various file formats before sending them to customers or sponsors.

Gainsight Pricing

Gainsight does not have a set price for its use. Instead, you must connect to their email and negotiate a price for a monthly fee. This way, you can get the best possible deal based on your company’s needs and budget.


Gainsight is an in-depth customer feedback solution with a variety of features. It comes with useful tools for full-scale customer analysis such as multiple role-based data views, concise reports, sponsorship tracking, and work plan creation. Unfortunately, its wide-range use means it also is subjective in pricing. This solution is recommended if your company wants quality real-time data reporting.

Customer Service Market Radar

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Gainsight Product Overview

  • Engagement Analytics

  • Customer Health Score Cards

  • Rules-Based Alerts

  • Task & Call-to-Action Management

  • Commenting, Notes & @Mentions

  • Automate Scenario Workflows

  • 360 Degree Customer Profiles

  • Role-Specific Live Dashboards

  • Triggered Lifecycle Rules

  • Sort, Filter and Export Data

Languages Supported: English

Customer Service Software Buyer Guide 2023

Product recommendations, vendor rankings, market overview and tips on how to select Customer Service software for business. Published in September 2023.

Not all companies require a complete overhaul of their customer service. Simple changes like sending automated acknowledgement emails or creating a knowledge base for self service can go a long way to wow the customers. You need to compare and choose the ri...


Gainsight Features

  • A/B Testing
  • Analytics
  • API
  • Calendar Management
  • Chat
  • Contact Management
  • Conversion Tracking
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Forecasting
  • Google Apps Integration
  • Inventory Tracking
  • Keyword Tracking
  • Lead Management
  • Lead Scoring
  • Link Tracking
  • Marketing Automation
  • Multi-Site
  • Multi-User
  • Notifications
  • Referral Tracking
  • Scheduling
  • SEO
  • Supplier Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score

Gainsight FAQs

What are some applications Gainsight is commonly used in tandem with?

This service is commonly used in tandem with CRM applications.

What is Gainsight generally used for?

Gainsight is used as customer service and customer intelligence service.

What platforms does Gainsight support?

This is a web-based software.

Does Gainsight offer an API?

There are data load APIs and Bulk APIs offered.

Does Gainsight offer multi-user capability (e.g. teams)?


Who are the main user groups of Gainsight?

Main user groups of this software are mid-sized and large businesses.

Does Gainsight offer guides, tutorials and or customer support?

Support: Webinars, Best Practices, Online Support.

Does Gainsight integrate with any other apps?

Gainsight integrates with Eloqua, Marketo, Netsuite, Salesforce, Influitive AdvocateHub, Pendo, Azuqua, Datahug, ReferenceEdge, SAP CRM.

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