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Gainsight Customer Communities

Gainsight Customer Communities
Gainsight Customer Communities
4.2
The durable growth platform for customer success, product, and community teams. Gain a holistic view of your customers to increase product adoption, prevent churn, and grow customer communities.
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Published: January 19, 2024

What is Gainsight Customer Communities?

Imagine a digital hub that centralizes self-serve resources and product best practices, all in one place.

Gainsight Customer Communities offers a platform to create personalized customer experiences that significantly enhance product adoption, retention, and engagement. This hub empowers customers to access resources and insights independently, fostering a more efficient and satisfying user experience​

Gainsight Customer Communities Demo Video

Who is Gainsight Customer Communities best suited for?

The Gainsight Customer Communities platform best suits mid-market and enterprise B2B businesses looking to enhance customer engagement and self-service capabilities.

In addition, it’s generally recommended for:

  • SaaS Companies: Software-as-a-Service (SaaS) companies often have subscription-based models where customer retention is crucial. Gainsight can help these companies understand user behavior, product adoption, and areas of improvement.
  • Customer Success Teams: If a company has a dedicated customer success team, Gainsight can be a valuable tool to help them manage their portfolios, understand health scores, and prioritize outreach.
  • Product Teams: By understanding how customers are using a product, product teams can make more informed decisions about feature development, UI/UX improvements, and more.
  • Large Enterprises with Multiple Customer Touchpoints: Gainsight can help consolidate data from various touchpoints, providing a holistic view of the customer journey.
  • Businesses with Complex Customer Lifecycles: If a company has a multi-faceted customer lifecycle with various stages, touchpoints, and potential churn points, Gainsight can help in mapping and optimizing this lifecycle.

Notable Features

Key features include:

  1. Community Forums: Ideal for B2B users to connect, share tips, and gain inspiration, fostering enhanced customer engagement​​.
  2. In-App Embeddables: Offers easy access to relevant knowledge, updates, and best practices directly within a product, making it suitable for businesses aiming to integrate support content seamlessly​​.
  3. Knowledge Base: Transforms traditional support portals into a more efficient self-service experience with help content and user-generated content, suitable for businesses seeking to improve their support services​​.
  4. Product Feedback & Ideation: Helps businesses build a more customer-centric product by centralizing feedback and collecting product ideas, making it appropriate for companies focused on continuous product improvement​​.
  5. Product Communication: Keeps customers informed about new product developments and updates, ideal for businesses that frequently update their products and want to keep their customers in the loop​​.
  6. Groups & Events: Facilitates the creation of interest-based user groups and the promotion of customer events, suitable for businesses looking to build stronger, more meaningful relationships with their customers​​.

These features make Gainsight’s platform a good fit for businesses focusing on B2B engagements, customer-centric product development, and enhanced customer support and communication.

Pros and Cons

Pros:

  1. Enhanced Customer Engagement: The platform’s community forums offer a space for B2B user connection, sharing of tips, and inspiration, which can take customer engagement to a higher level​​.
  2. In-App Knowledge Access: It provides in-app embeddables that give customers easy access to relevant knowledge, updates, and best practices directly within your product, enhancing the user experience​​.
  3. Comprehensive Analytics: The platform offers robust community insights that demonstrate ROI, allowing you to track community activity and gain real-time insights into product satisfaction, self-service resolution, and engagement​​.

Cons:

  1. Implementation Complexity: Platforms like this often require significant time and resources for setup and integration with existing systems.
  2. Potential Over-Reliance on Self-Service: There’s a risk of over-relying on self-service, which might not always meet all customer needs or preferences.
  3. Continuous Content Update Required: To keep the knowledge base and in-app content relevant and helpful, continuous updates and management are necessary, which can be resource-intensive.

It’s important to consider these factors in the context of your specific business needs and customer service strategy.

Price

Gainsight’s Customer Communities platform offers three main pricing tiers:

  1. Professional: This tier is designed for businesses starting their first branded community. It includes 3 admin seats, a basic product suite, and self-service support​​.
  2. Business: Aimed at supporting larger teams, this tier includes everything in the Professional package plus 5 admin seats, all digital hub products, and CSM (Customer Success Manager) support​​.
  3. Enterprise: This top tier offers advanced integrations and support for custom requirements. It builds on the Business tier by offering 10 admin seats, advanced/custom integrations, and enterprise CSM support​​.

These tiers reflect a progression from basic to advanced features and support, catering to a range of business sizes and needs. The pricing for Gainsight Customer Communities is not available. Contact Gainsight directly to inquire about their pricing packages and get more information.

Customer Success Stories

  • Zapier: Utilized Gainsight Customer Communities for scalability and design, enabling them to deliver self-service answers and value to their 2.2 million business customer base​​.
  • Sonos: Employed Gainsight Customer Communities to fine-tune their online community, creating an all-in-one destination for self-service and user engagement, thereby delivering a superior customer experience​​.
  • Docebo: Implemented a customer community hub using Gainsight, achieving 96% peer-to-peer support in less than a year, which enhanced customer engagement and expanded their learning culture​​.

Gainsight Customer Communities Reviews

Read the best Gainsight Customer Communities reviews by verified users here:

Note: review counts as of Jan 10th, 2024.

 

Learn More About Gainsight Customer Communities

Want to learn about Gainsight Customer Communities?
Learn more on their site.

Visit Gainsight Customer Communities

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Author

  • Joe Kevens B2B SaaS Reviews

    I'm the Founder and Editor-In-Chief of B2B SaaS Reviews and the Director of Demand Generation at PartnerStack, the leading platform for partner management and affiliate marketing in B2B SaaS. My experience spans several notable B2B SaaS companies, including Influitive (Advocate Marketing), LevelJump (Sales Enablement, acquired by Salesforce), and Eloqua (Marketing Automation, acquired by Oracle). I hold a Bachelor of Commerce in Marketing Management from Toronto Metropolitan University and a Master of International Business from Queen's University, with academic exchanges at Copenhagen Business School and Bocconi University.

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