Gainsight Customer Communities is a centralized destination that brings customers, resources, and products together. The hub helps users to engage, retain, and delight customers by unifying customer resources, leveraging dynamic search and AI capabilities, building an influential user community.
A great scenario that we use the community for is product adoption. That's one of the things we use it for. So sending our new customers as part of their onboarding flow to the community to learn from others and see the resources that are available and know that there's a place for them to ask questions and get their questions answered. That's probably one of our primary use cases and scenarios that it works straight in. I can't really think of something that it wouldn't work good for. That's a tough one to think of on the spot.
I'd give it a nine because there are some aspects of it that we've had to, we've tried to find workarounds for, but there was no alternative but to involve engineering support and rely on custom development to make it work how we needed to
Gainsight was the best combination of features, service, and price. HL/Vanilla ultimately did not impress, and Khoros was more effort than our small team could manage
We've had a ton of positive direct customer feedback with regards to the Communities; a lot of them are very happy with the implementation and features it provides.
We have lots of customer interactions with both our colleagues as well as other customers and that has shown to lower support outreach in cases where customers normally would have opened support tickets.
