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ZapScale vs. Gainsight: Which is best for your team?

21 September, 2022 5 min read
ZapScale vs. Gainsight: Which is best for your team?

Let's dive right in! You're here because you've done your homework and are eager to find the perfect fit for your company: Gainsight or ZapScale.

Gainsight vs. ZapScale: Selecting the Right Tool for Your Needs

Both Gainsight and ZapScale offer impressive features to streamline and automate your Customer Success operations, enabling a more data-driven approach to enhancing customer satisfaction.

Gainsight, as an industry pioneer, offers a comprehensive tool tailored for enterprise-level customers. However, it's important to consider that implementing Gainsight can be a substantial endeavor, typically requiring 3-6 months for full integration into your systems. Additionally, ongoing technical support is often necessary to maintain the tool effectively. It's worth noting that Gainsight’s pricing can also be substantial, often reaching six figures.

On the other hand, ZapScale offers a rapid implementation process, requiring just one day to get up and running. It stands out as one of the most cost-effective solutions currently available in the market. The unparalleled support and guidance provided by ZapScale are noteworthy advantages.

Customer Reviews: ZapScale vs Gainsight

A valuable approach to assessing the suitability of software for your business is to explore customer reviews on platforms such as G2. When it comes to customer satisfaction, both Gainsight and ZapScale have received positive acclaim on these review and comparison websites. It's worth noting that ZapScale has secured the top rating in this regard.

1. General Ratings

According to G2, ZapScale impeccably meets requirements by offering an easy-to-use and highly intuitive solution. The ease of use and set-up is unmatched, providing a user-friendly interface and a quick 1-day implementation process.

2. Customer Information

ZapScale helps you draw a crystal clear picture of your customers’ health. With a pre-built health score framework and 40 KPIs, ZapScale helps you to analyze customer health from multiple perspectives for a more accurate and insightful assessment of customer well-being. The dynamic, highly customizable playbooks and easy customer segmentation allow for more tailored and effective customer engagement.

3. Predictions

ZapScale’s AI-based churn and upsell prediction model is designed to equip SaaS businesses with predictive insights to help tackle customer churn and upsell opportunities. The predictive analysis fuelled by 40+ dimensions helps businesses foresee potential customer churn and take proactive measures to retain those customers. Simultaneously, ZapScale identifies opportunities for upselling, enabling businesses to optimize their CS strategy to maximize revenue growth.

4. Platform

When looking at G2 reviews, ZapScale has received higher ratings than Gainsight in terms of meeting business needs and delivering superior ongoing product support. Reviewers also expressed a preference for the direction, feature updates, and product roadmaps offered by ZapScale compared to Gainsight.

ZapScale Overview

ZapScale stands out as the ultimate Customer Success Platform for B2B SaaS companies. It specializes in reducing churn, boosting retention rates, and driving upsell opportunities.

What sets ZapScale apart is its exclusive set of features, including:

1. Comprehensive Customer Health Scoring

We offer the deepest and most comprehensive customer health scoring system, featuring 40 pre-built Key Performance Indicators (KPIs) to monitor the health of your customers, users, and overall business.

2. Automated Playbooks

ZapScale comes equipped with a library of 50 pre-built automated playbooks for Customer Success operations. These playbooks can take months to set up in other products but are ready to go at your fingertips.

3. Zero-Code Customer Outcome Tracking Playbooks

Our platform simplifies customer outcome tracking with a do-it-yourself on-screen outcome mapping tool that requires no coding skills.

4. Lightning-Fast Onboarding

ZapScale offers the quickest 1-day onboarding process, a stark contrast to the weeks it may take with other solutions.

In addition, ZapScale fosters a culture of customer-centricity by granting unlimited user access. This means you can onboard your entire Customer Success team and involve stakeholders from various departments in a collaborative effort to tackle customer challenges effectively.

Now, let's dive into the Gainsight vs. ZapScale feature comparison. To get a quick overview of each platform's key attributes, refer to our comparison chart below. If you need a more in-depth analysis of each tool, simply scroll down for a detailed breakdown.

Feature Comparison: ZapScale vs Gainsight

Our goal is to empower you with the information you need to make a well-informed purchasing decision.

1. Customer Information

Customer information is the foundation of a successful customer success strategy. Gathering customer data from all key touchpoints helps to paint a 360-degree customer view allowing businesses to craft a more personalised and targeted communication strategy for their customers.

2. Analytics

An effective customer success platform must have the analytical skills to provide deep and actionable insights into customer behavior and interaction patterns. These insights enable data-driven decision-making, allowing businesses to optimize their products/services and processes to better meet customer expectations and drive long-term customer retention.

3. Predictions

Predictive analytics use past data to anticipate future behavior. For a customer success platform to help drive proactive customer success, it must have the ability to forecast customer trends, potential issues, and growth opportunities to proactively design strategies that improve the customer experience.

4. Integration

Integrations within a customer success platform streamline the flow and management of customer data through effective consolidation and analysis. Seamless integration of customer data and different departments helps to provide a unified view of the customer journey. This unified perspective allows businesses to deliver a cohesive and personalized experience to customers.

5. Team Communication

For a customer success strategy to function flawlessly, all the internal departments such as sales, marketing, finance, support, customer success, etc. must come out of silos and practice seamless collaboration and information sharing. A well-coordinated team effort allows for any business to work collectively on a customer-centric approach to customer success. A CS platform must have the ability to help different departments within an organization to connect and collaborate efficiently.

6. Platform

A robust CS platform is equipped with features that streamline and optimize customer data management and reporting. A centralized platform facilitates a holistic view of customer interactions and helps to tailor personalized experiences.

Now, armed with this information about Gainsight and ZapScale, the choice is yours. Will you opt for a fully customizable platform that can scale with your growth?

Interested to know more about ZapScale? Book a free demo with us and we will be happy to take you through our customer success platform in detail.


Author profile image
Mausmi Ambastha

Mausmi Ambastha is a 2X SaaS founder who built, scaled, and sold her first SaaS start-up ThreadSol in 2019. Mausmi is now building ZapScale, a customer success platform to make CS 10x easier for SaaS.

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