Gainsight is an amazing tool that can offer great value for those who have the time and patience to get past the learning curve.
So if you’re searching for a simpler alternative, you’ve come to the right place.
In this article, I will:
- Elaborate on what Gainsight is used for and what makes Gainsight different,
- Compare the top alternatives to Gainsight and its products, based on my own experience and online reviews from verified users,
- Answer the frequently asked questions about Gainsight and Gainsight’s competitors.
First, we should take a look at the features, advantages, and disadvantages of Gainsight to set a base for comparisons later.
What is Gainsight?
Gainsight is a robust customer success and product adoption tool for companies that need a complete tool to analyze and guide customers.
Gainsight is not a tool itself, it is a company that provides various applications for different use cases. The three tools that Gainsight provides are:
- Gainsight CS for customer success,
- Gainsight PX for product experience,
- Gainsight inSides for customer communities.
Let’s go over each of those tools and their key features:
What is Gainsight CS?
Gainsight CS is Gainsight’s customer success platform, allowing you to project customer journeys and get actionable insights about your overall health score.
Unlike many other customer success software, Gainsight CS focuses on real time data and analytics features along with surveying and feedback features.
According to customer reviews, the tools strong connection to Salesforce separates the tool from all others, but this doesn’t change the fact that it is very hard to use and some features don’t deliver the promised value.
What is Gainsight PX?
Gainsight PX is Gainsight’s product and customer experiences platform which provides feature adoption and user engagement tools to increase user experience and reduce churn.
Combining digital adoption and product engagements features, Gainsight PX is a strong tool for support, success and product teams.
Although Gainsight PX has many features, most of them are limited within themselves and could be improved.
What is Gainsight inSided?
Gainsight inSided is a customer communications and community platform, making it possible to help and listen to all your customers from one place.
While all other Gainsight tools also allow you to gather customer feedback, inSided provides a bigger and more comprehensive platform as an alternative to linear Notion or Slack communities.
Although Gainsight seems like a great tool with many features, it is questionable whether the pricing is worth what you get.
Gainsight doesn’t provide a fixed pricing plan and only offers a free trial for the PX tool. For the other tools and getting a custom quote for PX, you need to schedule a demo and get a custom quote.
According to actual users on the internet, the pricing of Gainsight starts from $2,500/month/user and only goes even higher, making the tool inaccessible for small and medium-sized companies.
“Gainsight integrates very well with Salesforce and is also easy to integrate with numerous other systems too. That alone is very valuable and is more than many of Gainsight’s competitors can accomplish.”G2 Review
“Generally, I am patient but the load times often make me wonder if my internet connection is slow. It also seems to open nearly all links in new tabs with NO WAY to adjust this in settings. This can be very frustrating because it causes severe tab bloat where I often have 20+ gainsight tabs open at the end of the day and can get lost trying to find the tab I need.”G2 Review
3 Reasons Why You Might Need a Gainsight Alternative
1- Fairly Expensive Pricing 💰
It makes sense for a robust platform like Gainsight to not be as cheap as you’d like.
But, compared to some other products, its price is not completely justifiable. With 5-figure yearly packages, it might be challenging for small to medium-sized businesses to afford Gainsight.
2- Some Features Not Advanced Enough 🛠
Gainsight sure provides a generous amount of features and possibilities. However, since the tool doesn’t focus on one specific use case, you shouldn’t expect the most advanced features or professional services on one solution.
3- Limited User Onboarding and Guide Capabilities 📚
Gainsight PX’s Guide Engagement feature allows you to create beautiful guides that can boost product engagement, but compared to platforms that solely focus on user onboarding, it’s limited.
Top Alternatives and Competitors of Gainsight
- HubSpot Service Hub
If you need a specific alternative to one of the three Gainsight products, here is a reference table:
|Gainsight PX Alternatives||Gainsight CS Alternatives||Gainsight inSided Alternatives|
|Pendo||Custify||HubSpot Service Hub|
So, you’ve decided on using another tool than Gainsight to meet your user onboarding and product analytics needs. Alright, let’s start with the first tool on our list:
Best Alternatives to Gainsight PX
1- Gainsight vs. Pendo
Pendo is a robust product analytics and user engagement platform businesses use to build better products.
The platform has two core functions that users can benefit from: behavior analytics and user onboarding.
Once integrated, you can see every user activity, which allows you to create different reports that can later be combined in custom dashboards that fuel your business’s decisions and actions.
And just like Gainsight, Pendo has a “Guides” feature, using which you can create different in-app elements to boost user experience and guide and engage with your users.
Especially in terms of product analytics, Gainsight PX is much more customizable, with more options in user identification, segmentation, and predictive analytics. However, Gainsight PX’s in-app guidance features are more basic than Pendo’s, which is something to keep in mind when evaluating the two solutions.
Pendo does not have a pre-set pricing that is public, they offer custom plans for each customer.
However, there are various Pendo users that revealed the details of Pendo’s pricing. One user claimed that they are a medium-sized business that pays $12,000/year for the standard package of Pendo while another user upped this number to $20,000.
“It’s great to see what your users are doing within your software to help you make improvements big or small. Ability to bring analyse users by segment (sector or a list of specific users) or we can bring in custom info such as the CSM that looks after those accounts to make the data actionable.”
“The tech issues I did present, bugs, were unsolvable. I spent the better part of a month on Zoom calls with tech support only to get a “well, we got nothing, good luck!” So, not exactly helpful.”
2- Gainsight vs. UserGuiding
UserGuiding is a thorough user onboarding and product adoption software that helps you educate and engage users faster.
UserGuiding is not a customer service tool like Pendo or Gainsight.
But since Gainsight provides a product tours feature add-on for an unreasonably high price and limited function, UserGuiding deserves a spot as a Gainsight alternative – especially a Gainsight PX alternative.
UserGuiding has integrations with Intercom and HubSpot, so you can still benefit from CRM features and customer success tools while having a great-looking product walkthrough that blends right in with your product.
The best part of UserGuiding, and the main reason why it is a much better option than Gainsight PX is the wide variety of engagement features that UserGuiding provides:
- Interactive Guides,
- Tooltips and hotspots,
- In-app messages and update banners,
- User checklists,
- In-app resource centers that can be integrated with Zendesk knowledge bases,
- NPS and customer satisfaction surveys,
- In-depth analytics and end-user tracking.
You get all those features for a very low price, and you can set up all that without a single line of code.
- 14-day free trial (no credit card required)
- Basic Plan: $69/month when billed annually for up to 2500 MAU
- Professional Plan: $299/month when billed annually for up to 20000 MAU with unlimited guides
- Custom Quotation Available for Larger Companies
“Really easy to understand how to use and workout how to implement the different features without having to click through lots of different help pages. Good dashboard to view things like user interactions with the help guides you create. Easy to get help or ask questions through the chat feature if needed.”
“The only thing we dislike about Userguiding is the fact that we can’t directly import a list of clients we would want to segment. The segmentation is possible with Userguiding but limited to criteria you directly push from the product.”
UserGuiding also offers free migration services for your in-app content created using other software to minimize your switching costs.
Schedule a demo with one of our experts or start your free trial now:
Best Alternatives to Gainsight CS
3- Gainsight vs Custify
Custify is an intuitive and user-friendly customer success platform designed for SaaS businesses to reduce churn and increase customer lifetime value.
Custify’s greatest strengths are the personalized onboarding process and the automation features.
Within its modern interface, you can set up multiple health scores to track and determine their weight on the global account health score.
With the playbooks feature, you can set up automations such as creating and assigning tasks to CSMs, sending personalized messages, or triggering custom actions.
Compared to Gainsight CS, Custify is much easier to use and costs only one-tenth of Gainsight’s price, but it doesn’t provide as many features and integrations as Gainsight does.
- Starter Package: $199/month up to 2 users
- Standard Package: $499/month up to 5 users
- Enterprise Package: quote-based
“Custify has made our work so much easier that even our new joiners can do the task by themselves. Apart from this, Health check has made customer success so easy. After integrating Custify with our platform, we can see how our customers are using our platform and if there is a scope for improvement.”
“We use Custify to manage many KPI data points and have chosen to break them out over incremental time series’. In that case, the UI within the customer 360 profile requires scrolling to get to specific data points.”
4- Gainsight vs Totango
With customers like Google and Zoom, Totango is a promising software that ought to help you keep all your customers happy.
Totango’s customer success tool Spark has a clean and easy look right from the start. It’s easy to use and fluid interface is one of the best sides of the software.
Although most of its features such as customer segmentation and the ability to integrate with third-party tools are highly praised, most clients of the product dislike the lack of automation of certain features.
However, Totango is still a high-rated tool with a free version and a 30-days free trial for the enterprise version, making it an extremely functional and preferable tool for small businesses and startups.
- Free version available with limited features
- Free Trial of higher plans available for 30-days
- Starter Plan: starting at $249/month
- Enterprise Plan: custom quotation upon request.
“Totango is constantly releasing new features and functionality that help us better serve our enterprise customers. We’ve been able to measure customer health, track KPI’s and prioritize our efforts.”
“The reports module is not too rich and most of the data (scorecards and reports) are only shared internally in the system for users who are logged in to Totango. It would be great to have more possibilities to share data externally.”
Best Alternatives to Gainsight inSided
5- Gainsight vs HubSpot Service Hub
HubSpot is a customer relationship management (CRM) tool with a clean and intuitive user interface that helps users find the needed element in a breeze.
For customer service teams, HubSpot suggests HubSpot Service Hub, a customer service software that displays the customer journey from A to Z, giving the agents a chance to observe insightful reports regarding customer queries.
With HubSpot Service Hub as your customer support management tool, you can:
- Perform user, role, and access management on selected data, features, and many more.
- Allow customization for users in terms of texts, logos, and chat colors.
- Track vital metrics regarding the performance of customer support and improve workflow.
- Set up an automated reply to the support tickets based on their specific category and collaborate on tickets with ease.
- Create surveys to send out to customers and analyze their responses to find ways to boost the support team’s performance.
The fact that you can use HubSpot Service Hub for free without time limitations makes it the first chocie of small companies, and the affordable pricing brings HubSpot on a better position than Gainsight.
HubSpot Service Hub Pricing
- Individual plan: 100% free (no credit card required)
- Starter plan: $50/per month for 2 seats ($45/per month when billed annually) + per additional user cost is $25 and $23, respectively
- Professional plan: $500/per month for 5 seats ($450/per month when billed annually) + per additional user cost is $100 and $90, respectively
- Enterprise plan: $1,200/per month for 10 seats with a cost of $120/per additional user
HubSpot Service Hub Reviews
“The 2 features we utilize the most are Knowledgebase and omni-channel messaging. What I love about the knowledgebase is its very easy for any team, especially sales to quickly search and add articles in they find relevant to the call they had with a prospect.”
“The KnowledgeBase and Customer portal customizations are still limited and I believe that the services hub works well as is, however, there are still a lot of features within those tools that are missing in order to take the customer experience and collaboration with customers more meaningful.”
6- Gainsight vs Intercom
While Intercom is known mostly as a chat software, there is more than that to Intercom. It is a full package for almost any customer support team.
Intercom is mostly similar to Gainsight inSided while it also provides PX and CS features too.
Using the tool, you can:
- Create a business messenger and enable live chat for end-users,
- Benefit from the bots and automate your support process,
- Create simple interactive customer onboarding tours,
- And easily integrate your help center articles with many tools (including UserGuiding.)
In terms of functionality, Intercom could be a better alternative to Gainsight since it is more user-friendly and easier to use. Intercom has also more advanced features than Gainsight CS.
But if it is data and analytics that you need, then Gainsight will be your single source of truth.
Intercom has a pay-per-feature pricing model, so the more features you need, the more you will have to pay.
- Starter Plan: $74/month for small businesses
- Product Tours Add-On: $199/month
- WhatsApp Add-On: $9/user
- Surveys Add-On: $49/month
- Support Plan: Custom quotation upon request
- Engage Plan: Custom quotation upon request
- Convert Plan: Custom quotation upon request
“Intercom is always developing new features, based on the users feedback. Also, the Bots are very helpful to Qualify the type of data we are receiving in our customer support; and the best part is it is included in the plan – you don’t need to pay a lot of extra money to have this feature. And they are always improving this feature.”
“We’re looking into some of Intercom’s premium features/integrations. However, it isn’t totally clear whether we can pay for premium features (e.g. WhatsApp integration) while maintaining our other startup program benefits.”
Frequently Asked Questions
How much does Gainsight cost?
While Gainsight doesn’t share public pricing information, the starting price for Gainsight is $2,500/month/user, according to comments on the internet.
What is Gainsight PX?
Gainsight PX is a tool that combines advanced analytics and user engagement features for creating really good product experiences for all end users.
Who are competitors of Gainsight?
The top competitors of Gainsight are HubSpot, Intercom, Pendo, UserGuiding, Custify, and Totango.
What does Gainsight do?
Gainsight provides robust platforms for customer success, product experience, and community management.
What type of software is Gainsight?
Gainsight is a B2B SaaS software that mainly helps customer success teams.