Gainsight

““Sentiment was a very good tell for us,” Palmer explained. “We compared every Staircase metric and our internal metrics. None of our data aligned as strongly with our retention outcomes as the health and sentiment scores from Staircase.””

“Palmer shared, “It felt like with our CSP, we were just managing a tool. With Staircase, we’re working with customers, not software.””

“We’re a lean team. It couldn’t create a bunch of overhead,” said Palmer. “Staircase actually generates the number for us. It gives us the data to support how our accounts are doing, without requiring extra work.”

“We’re a lean team. It couldn’t create a bunch of overhead. Staircase gives us the data to support how our accounts are doing, without requiring extra work.”

“Custom pages from Customer Communities will help us keep the experience fresh and begin implementing group-specific pages,”

“We have consistently met our service level agreement (SLA) metric for 16 months in a row,”

“Because we have Zapier and Customer Communities technology, we’re able to do so many things,”

“Our team really enjoys the custom moderation views we’re able to set up, but even more than that is the fact we’re able to use the Zapier + Gainsight integration to push out flagged topics to our moderation Slack channel,”

“More and more people are discovering the Zapier community and arriving there by different pathways,”

“Gainsight Digital Hub (now Customer Communities) helps us assist users at key friction points and behavior triggers,”

“Gainsight lets our users search all the things,”

“A lot of users only ask us one question and then never return—and we’re actually fine with that.”

“And because we don’t have locked content, we need to lead with value,”

“It’s our job to help users at whatever stage of the customer journey they are in, from beginners to experts.”

“We needed an any-size-fits-all solution for community management”

“We can operate as a much larger team than we are—three people can do the work of 30.”

““It’s been great to see across the whole business that there’s a focus on customer health,””

““Digital engagement is really starting to make a difference with those customers,””

““Gainsight helped us build a better partnership between the Renewals team and Customer Success. We put a lot of different workflows in place to make sure we’re getting our on-time renewals and that customers are always on a service contract.””

““We’ve seen improvements in mean time to resolution for support services because the collaboration now is really strong with our technical assistance centers,””

““Gainsight has become the place to go to get the most accurate history and the current status,””

““Gainsight has been transformative in the way CSMs access NPS results, seeing the data in real time,””

““Before Gainsight, we were using six different systems to monitor customer health, which just wasn’t efficient,””

““We’ve used Gainsight to transform Customer Success from a concierge group that primarily answers customer questions to a truly outcomes-focused function,””

“Gainsight has helped our entire company start thinking about customer health, which has been a very big culture shift. Gainsight lets us capture real metrics and data that show us how customers are performing and achieving outcomes.”