Vitally vs Gainsight: What's The Right Choice For You?

Choose the right Customer Success solution for your team.

what to look for in a cs tool

Things to consider when choosing a Customer Success Platform

Customer data and health monitoring

A good CSP should be able to handle complex customer and data hierarchies so you can have full visibility over your customer base. It should also have robust analytics that help you monitor customer health so you can anticipate needs and be proactive.

Communication and collaboration tools

Assess whether the Customer Success Platform streamlines communication and collaboration with your customers. Make sure the capabilities fit your customer engagement model (tech touch, hybrid or high-touch).

Productivity tools

Every CSP needs effective account planning, strategising and automation capabilities so that you can do more with less.

Onboarding, Support and Services

Good support can make or break an experience using software. Make sure your vendor is able to provide you with the training and support you need to make the most of the software.

Pricing

Select the right pricing for your company size, stage and customer engagement model.

Vitally vs Gainsight CS: The TL;DR

Vitally

Gainsight CS

Vitally is a lightweight, intuitive CSP with strong project management capabilities

However, some limitations of the platform include:
❌ Limited automation capabilities
❌ Limited integrations
❌ Limited functionality when managing account plans

Gainsight CS is a highly complex Customer Success Platform.
‍
While the system is comprehensive and offers numerous capabilities, it has some limitations:
❌ High platform complexity necessitates a dedicated administrator and lengthy implementation periods
❌ The UI/UX is clunky
❌ Limited to two-layer account hierarchies (contacts and accounts), which do not support complex customer relationships

Velaris: The Best Alternative for Vitally and Gainsight CS

Velaris is an intuitive, highly customisable and flexible Customer Success Platform built for teams with even the most complex operational requirements. With Velaris, you get all the standard capabilities of a CSP along with:
‍
✔ Visibility over your accounts (we handle even the most complex customer hierarchies through custom and nested objects)
✔ Highly customisable and flexible reporting
✔ Intuitive account planning features with automatic KPI-tracking
✔ A powerful drag-and-drop automation builder
✔ Unlimited integrations
✔ A 4-week implementation on average
✔ Our team does all the integration and set-up work for you

“It is like night and day; we now have complete visibility on our install base and are in touch with all of our customers using the automation.”

Marcos de la Cueva

"You guys have the best service I've ever had in any system or tool, normally when I ask for something to the other vendors, they take weeks to get back and say they will look into it, you guys get back in hours and actually get it done!"

Stefan Kalum Mikkelsen

"I’d been searching for ages for a comprehensive and customisable client success and operations platform when I came across Velaris, and it has been a lifesaver!"

Taran Hercules

Vitally vs Gainsight CS vs Velaris: The Full Breakdown

Here’s a closer look at the differences between Vitally, Gainsight CS and Velaris:

1. Customer Data and Health Monitoring

Vitally

Gainsight CS

Velaris

Gainsight CS

Velaris

Visibility of accounts

✔️

Three layers of customer hierarchy (users, accounts and organisations) + custom layers

❓

Accounts and contacts only

✔️

3 predefined layers (contacts, accounts and organisations) + custom layers

Health scoring

✔️

Customizable health scores at all account levels and segments

✔️

Customizable health scores at all account levels and segments

✔️

Customizable health scores at Organisation, Account and Contact levels as well as by Lifecycle Stages and other customer segments

Usage analytics

✔️

No need to rely on third-party usage software

AI-based Sentiment
Analysis

❌

✔️

AI-powered automatic sentiment analysis

Surveys

✔️

NPS

✔️

NPS, CSAT and CES

✔️

NPS, CES*, PMF* and CSAT

* coming soon

Reporting

✔️

Custom dashboards

✔️

Custom dashboards

✔️

Custom dashboards with CSV export

Segmentation

✔️

Unlimited segments

✔️

Unlimited segments

✔️

Unlimited segments

Churn management

✔️

Automatic churn warning

✔️

Automatic churn warning

✔️

Automatic churn warning

Expansion/Upsells
pipeline

❌

❓

Requires Salesforce integration

✔️

Track opportunities on a specific expansion pipeline with its own dashboard

Customizability

✔️

Customizable setup including ability to create custom objects

✔️

Highly customizable setup including ability to create custom objects

✔️

Highly customizable setup including ability to create custom objects

Interface

✔️

Clean, intuitive interface

❌

Outdated, unintuitive interface

✔️

Clean, intuitive interface

Integrations

❓

Limited to 18 integrations

✔️

35 direct integrations

✔️

Integrate with any tool in your tech stack

Having [Velaris as] one source of truth is game-changing. The fact that it integrates easily into most of the tools we use such as HubSpot, Intercom makes updating customer information easy and information sharing across the business didn't need the process to be reworked. It all just works. It saves us time, effort and makes us way more efficient and productive.

Stephanie Hanakova

Staysafe

2. Productivity capabilities

Vitally

Gainsight CS

Velaris

Vitally

Gainsight CS

Velaris

Gainsight CS

Velaris

Tasks

✔️

Triggered playbooks
for key processes

✔️

"Templates" feature

✔️

"Playbooks" feature

Success Plans with
automated KPI tracking

✔️

"Goals+" feature

❓

No automated tracking of KPIs

✔️

"Success plans" feature

Action Items (AI)

❌

✔️

Actions items are generated automatically from customer communications

Automation

❓

Limited automation and complex automation builder

❓

Limited automation and complex automation builder

✔️

Robust automation capabilities with an intuitive drag-and-drop automations builder

Kanban board

✔️

❌

A comprehensive, effective, and flexible platform that gives us the tools to work closely and efficiently with our customers. The platform has increased team productivity due to its automation abilities and task management.

Lauren C.

Circular

3. Customer collaboration/engagement tools

Vitally

Gainsight CS

Velaris

Gainsight CS

Velaris

Collaborative customer
workspace

✔️

Docs (no widget)

❌

✔️

Connect by Velaris with widget

Native email tool

✔️

Email template builder

✔️

Automated email campaigns with robust analytics

Automated bulk email
campaigns with
analytics

✔️

Built-in AI writing assistant

❌

✔️

In-app communications

❌

✔️

❓

Through customer portal widget

One of the best things in Velaris is that we can create different workflows and automate everything to control the communication in every step of our pipelines.

Alejandro Miranda

Viterbit

4. Support and services

Vitally

Gainsight CS

Velaris

Gainsight CS

Velaris

Time to go live

7.6 weeks

4-8 months

4.1 weeks

CS Ops consultation

✔️

Available and chargeable

✔️

Available and chargeable

✔️

Free consultation services on how to set up and optimise CS Ops

Support

✔️

Included in subscription

✔️

Included in subscription

✔️

Included in subscription

Training

✔️

Included in subscription

✔️

Included in subscription

✔️

Included in subscription

Implementation/
set-up

✔️

Available and chargeable

✔️

Available and chargeable

✔️

Available and chargeable

Velaris is an amazing product but their people/team is their best asset. The implementation was really easy and smooth. They have integrated with our Hubspot, intercom and our product easily. During and after implementation, they went above and beyond to help us not just with Velaris but improving our internal CS processes and helping us to be a better CS team

Burhan Kaynak

Staysafe

5. Pricing

Vitally

Gainsight CS

Velaris

Gainsight CS

Velaris

Variable costs (no of emails,
automations, customers,
contacts)

Yes

Onboarding fee (training
and change management
services)

Model

Tiers: Tech-touch, Hybrid and High Touch

Tiers: Gainsight Essentials and Gainsight Enterprise

Annual base rate + per-user rate

Free trial

✔️

❌

Start-up discount

✔️

❌

See why Velaris is the best choice for you

Request a demo

WHY us?

Reasons CS teams choose Velaris over Vitally and Gainsight CS

REASON 1: we move fast

Done-for-you set-up, in record time

You can leave the implementation to us. We set you up in weeks - not months - so you can hit the ground running without having to bother your tech team.

REASON 2: DRAG-AND-DROP AUTOMATION

Automating CS has never been this easy

Build flexible, advanced automations with drag-and-drop building blocks. Easy visualisation, no coding, no extra tech.

REASON 3: success plans

The only CSP that automatically tracks KPIs for your account plans

With Success Plans, you can create custom account plans for each customer with key tasks, milestones and automatically updated KPIs.

REASON 4: ARTIFICIAL INTELLIGENCE

AI-powered task management and analytics

Velaris AI will give you quick insight on how your customers feel, help you understand customer pain points across channels, and automatically generate to-dos from customer communications.

REASON 5: CUSTOMER PORTAL WIDGET

A shared workspace to collaborate with customers - without signing into yet another system

With our Connect widget, you’ll never have to chase action items on long email or Slack threads again. Overlay action items such as onboarding tasks on your product interface, and get things done faster.

REASON 1: WE MOVE FAST

Done-for-you set-up, in record time

You can leave the implementation to us. We set you up in weeks - not months - so you can hit the ground running without having to bother your tech team.

REASON 2: DRAG-AND-DROP AUTOMATION

Automating CS has never been this easy

Build flexible, advanced automations with drag-and-drop building blocks. Easy visualisation, no coding, no extra tech.

REASON 3: SUCCESS PLANS

The only CSP that automatically tracks KPIs for your account plans

With Success Plans, you can create custom account plans for each customer with key tasks, milestones and automatically updated KPIs.

REASON 4: ARTIFICIAL INTELLIGENCE

AI-powered task management and analytics

Velaris AI will give you quick insight on how your customers feel, help you understand customer pain points across channels, and automatically generate to-dos from customer communications.

REASON 5: CUSTOMER PORTAL WIDGET