Drive superior customer experiences.
Achieve higher response rates, improve customer sentiment, and turn insights into results with Gainsight CX.
Your team needs context.
Turn feedback into insights by bringing sentiment analysis and customer health scores together with verbatim feedback so your team can engage while understanding the full customer context.
Make every team member an A-player
With Gainsight's best-practice playbooks, you can prescribe the best course of action to every team member across the organization.
Create surveys, personalize content, trigger outreach, and close the loop.
- Scale customer feedback programs by building end-to-end workflows in Journey Orchestrator.
- Create high quality, personalized outreaches with native survey builder and email capabilities.
- Execute closed-loop processes by triggering the right type of follow-up, either human or automated, depending on the specifics of the response.
Identify trends across your customer base.
- Report out on a wide-range of survey metrics including NPS, CSAT, Customer Effort Score, and more.
- Leverage customer health scorecards to turn raw feedback into customer health.
- Use sentiment analysis to understand what drives promoters and detractors.
Collaborate internally and follow up effectively to create “wow” customer experiences.
- Follow up with detractors or turn positive experiences into positive reviews, advocacy, or new references with best-practice playbooks.
- Make life easy for your team with pre-populated email templates and playbook tasks.
- Set goals on follow-up actions and report out with portfolio-level reporting.
Build on the value of your CX program with the Gainsight Customer Cloud.
- Customer Data Platform: Understand customer health by blending customer feedback with the breadth of customer signals.
- Product Experience: Leverage your product as a channel to extend your feedback programs and follow-up.
- Customer Success: Incorporate VoC into a broader customer success strategy to drive retention and growth.
- Revenue Optimization: Drive growth by leveraging sentiment as a key driver for forecasting and expansion execution.