Softwr

CRM & Sales · head to head

Gainsight vs Gong

Gainsight logo

Gainsight

CRM & Sales

The #1 Customer Success Platform

From
$2500/month
Rated
-
Full reviewWebsite
Gong logo

Gong

CRM & Sales

Revenue intelligence platform

From
$1600/user-per-year
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Gainsight limited customization options; teams resort to exports and scripts when platform lacks required fields; Gong pricing not published; custom quotes and high platform fees make budget forecasting difficult
  • They diverge on capability: Gainsight covers Health scores, Gong covers Call recording.

Where they differ

Only the attributes on which Gainsight and Gong actually diverge.

Attributes where Gainsight and Gong differ
AttributeGainsightGong
Starting price$2500/month$1600/user-per-year
Pricing modelsubscriptionUnknown
PlatformsWebWeb, Cloud-based SaaS
CategoryUnknownCRM & Sales
Founded20112016

Identical on both: free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Gainsight

  • Health scores
  • Churn prediction
  • Playbook automation
  • Customer 360 view
  • Journey orchestration
  • Zendesk

Only in Gong

  • Call recording
  • AI transcription
  • Deal intelligence
  • Market intelligence
  • Team coaching
  • Zoom
  • Microsoft Teams
  • SOC 2 Type II

Both cover

  • Salesforce
  • HubSpot
  • Slack
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Gainsight

  • Customer Successnot Gong
  • Retentionnot Gong
  • Health Scoringnot Gong

Gong

  • Call analysisnot Gainsight
  • Deal forecastingnot Gainsight
  • Sales coachingnot Gainsight
  • Win/loss analysisnot Gainsight

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Gainsight

  • Limited customization options; teams resort to exports and scripts when platform lacks required fields
  • Integration reliability issues; broken connectors and schema changes create stale health scores
  • Cannot automatically track emails within the platform; requires manual logging or third-party solutions
  • Long implementation and setup; typically requires 12-24 weeks and mandatory implementation services
  • High total cost of ownership; Year 1 costs often exceed $200K including required professional services

Gong

  • Pricing not published; custom quotes and high platform fees make budget forecasting difficult
  • Built for sales calls only; limited contact center and multi-channel conversation coverage
  • Forecasting and Engage modules use keyword-based analysis with 20-30 minute processing delay, not generative AI
  • Conversation analysis cannot capture internal buyer meetings or decision-making discussions

Pricing, plan by plan

Gainsight

$2500/month
  • Essentials$2500/month
    • Health scores
    • Customer 360
    • Playbooks
  • Enterprise$5000/month
    • Advanced analytics
    • AI predictions
    • Custom integrations

Gong

$1600/user-per-year

No published plan breakdown. See the Gong review.

Which should you pick?

Choose Gainsight if

  • You need health scores.
  • You also want churn prediction.
Gainsight review

Choose Gong if

  • You need call recording.
  • You work on Web, Cloud-based SaaS.
  • You also want ai transcription.
Gong review

Questions people ask

Is Gainsight or Gong better?
Neither clearly leads. Gainsight starts at $2500/month and Gong at $1600/user-per-year, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gainsight or Gong?
Gainsight starts at $2500/month and Gong at $1600/user-per-year.
Does Gainsight or Gong run on more platforms?
Gainsight runs on Web. Gong runs on Web, Cloud-based SaaS.
What is Gainsight best used for?
Gainsight is most often used for customer success, retention, health scoring. Of those, customer success and retention are not what Gong is typically brought in for.
What can Gainsight do that Gong cannot?
Gainsight covers Health scores, Churn prediction, Playbook automation, Customer 360 view. Gong covers Call recording, AI transcription, Deal intelligence, Market intelligence. Both handle Salesforce, HubSpot, Slack, Web support.

Answered from the vendors’ own pages

Gainsight: Does Gainsight offer a free tier?

Gainsight does not offer a free trial for the main Customer Success Cloud platform. Gainsight PX (product analytics) offers a free Starter tier supporting up to 100 monthly active users.

Source
Gong: How much does Gong cost?

Gong pricing starts around $1,600 per user per year, with a mandatory platform fee of $5,000-$50,000 annually. Exact pricing is custom and requires a sales consultation.

Source
Gainsight: How is Gainsight priced?

Gainsight prices at $150-$300 per user/month for tier plans, but the main CS Cloud pricing is based on customer records managed. Initial deployments managing 500-1,500 customer records typically cost $60,000-$120,000 annually, with Year 1 costs often exceeding $200K including mandatory implementation.

Source
Gong: Does Gong integrate with Salesforce?

Yes. Gong integrates with Salesforce via REST API to import account data and export conversation summaries, enabling searchable calls by CRM fields.

Source
Gainsight: What are Gainsight's core features?

Gainsight offers health scoring, customer journey orchestration, playbooks, in-app engagement, reporting, customer data consolidation via Customer 360, and Staircase AI for real-time engagement insights. It also includes Skilljar for customer education and Communities for self-service support.

Source
Gong: What conversations can Gong capture?

Gong was built primarily for sales call analysis and captures calls through integrations with major dialer systems. Coverage for contact center and multi-channel conversations is limited.

Source
Gainsight: What CRM integrations are available?

Gainsight integrates with Salesforce, HubSpot, and Slack. The Salesforce connector syncs account data, the HubSpot connector ingests engagement data, and Slack automation sends Gainsight notifications and alerts to channels.

Gong: Does Gong have an on-premise option?

Gong is a cloud-based SaaS platform without an on-premise deployment option. All conversation analysis and storage occurs in Gong's cloud infrastructure.

Source
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