CustomerSuccessBox vs. Gainsight CS

Customer success box is very well suited for SAAS companies where p product tracking and adoption of needed. Customer support our implementation teams can use customer success box. For tech, quality teams or marketing teams within a company this product is not useful as the domain for these teams are different.

Incentivized

It's great for being able to capture all information in Gainsight CS. The only challenge is some of the task management and visibility into workload that is very clunky. After watching the roadmap for 2025, I'm feeling more hopefully that some of my pain points will be handled. However, it's still challenging that the task-management basics will still be clunky. I'm excited for the AI scheduling of tasks, but this would be better if the improvements to task /workload visibility is updated.

Incentivized

• Journey feature will help you automate your manual tasks like auto csm assignments, auto playbook enrolls, email alerts to your clients about new assignments or any set templates, etc.
• Making a playbook of your process (must be consist of multiple steps) will help you give the visibility of how many clients are stuck in which steps and from when.
• They are using Metabase for making analytics dashboards where you can make your own dashboard with different filters like Csm activity report, churn dashboard, potential clients report and also using pulse feature in Metabase schedule your daily report to different required people.

Incentivized

• Logging customer activity is incredibly intuitive and easy for team to do and reference.
• Using the rules engine to generate CTAs for our team to intervene where needed has been helpful in automating relevant activities in bulk. We have a churn prevention program run through CTAs where Gainsight CS will notice risk criteria we've built in, then alert CSMs and their managers of potential risk concerns, like low product adoption or negative survey response, with clear next steps and actions laid out for what to do.
• More broadly, it has inspired a new mindset on our team for how to work with customers. Through working with Gainsight CS, they have become less transactional and look at accounts more holistically. Success Plans allow for this, as they create plans with customized customer goals and the tasks it will take to achieve those goals.

• Health aggregation delay can be improved.
• Calling with csbox software can be improved, it makes touchpoint even if your call from csbox has not picked up, and accordingly changed relationship health.
• Add more analytics in the playbook like avg time taken to complete each step and there is no option of selecting multiple csms in the filter.

Incentivized

• Would love to see a Gainsight OPs/Admin checklist that guides CS Ops team through specific pieces of information needed to execute specific playbooks (best practices)
• When creating reports, sometimes it's difficult to find the correct variable that you are looking for as it's nested under various categories
• Would love ability to "heatmap" specific individual customer engagement based on CSM inputted customer contacts at meetings
• Would love to see more analysis on engagements - how often, how frequent - built into the product

Incentivized

Great tool and we've spent a lot of time getting it up and running. Unless something else comes a long that does a similar function for less money we will consider jumping cause we are always looking to save budget where we can. Till then I think we are satisfied with Gainsight at the moment.

Incentivized

CustomerSuccessBox is a valuable asset for every customer success manager and it is more than helpful for all the tracking functions it has. The trends of finance, product adoption, relationship, service all can be tracked extremely well so that a customer success manager doesn't need to worry on the fact that he has to look into everything from various places but can look at a one-stop solution like the customer success box.

Incentivized

I give it this score based on the implementation at my current employer. I don't know if it could be higher based on if the implementation went better, or if there is something on the vendor side that could help. If this were asked at my previous employer, I would have given it a score of 9 or 10.

Incentivized

Rarely any issues with availability or outages. When they do occur, there is excellent communication and consistent updates. Bugs are usually addressed in a timely manner, and communication around those issues is also extremely good

Incentivized

There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal

I have created two - three support tickets so far and their response is very very quick. Their team is also very empathetic, understanding and highly motivated towards solving a customer's problem. I would definitely recommend and rate them 10 / 10 for their excellent after sales support. They support for all EST & PST zones.

The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.

Incentivized

The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team

I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.

Incentivized

I have not evaluated any other software. Nor have I used it. My manager has chosen this software. I'm not the decision maker, my management takes care of all this. I also use Freshdesk, Mixpanel and Hubspot for managing my other work. Good news is, all these are integrated with CustomerSuccessBox

Gainsight CS simply had a broader set of functionality that we wanted. That said, if Vitally or ChurnZero were to close a few of the functionality gaps that mattered to us, we would prefer to use either of those competitor products.

Incentivized

It can lean a little heavily toward Customer Success, but the ability to customize many areas based on specific user or account characteristics allows you to make it work across many different roles. This also makes collaboration within the tool across teams possible. It a flexible tool if you have a skilled admin to help guide your process building.

Incentivized

• It has helped in managing large amount of Client data under single platform.
• It helped in generating valuable insights from data.
• It is helpful to take proactive actions.

• No metrics yet, but we have improved our at-risk customers by identifying risks earlier via our automated health score and with our Gainsight approved mitigation workflow, CSMs and leaders have better discipline with mitigation efforts and sharing at-risk customers across the org so other teams can step in and assist

Incentivized