Customer success management
Segments and scores customer health based on categories like sponsor, references, and sentiment, so teams can deliver personalized messages to at-risk customer segments
Filters customer data from CRMs and financial systems into a dashboard so teams can monitor user information, conversation sentiments, activity dates, objectives, tasks overdue, and success criteria
Triggers personalized lifecycle campaigns based on customer health data so teams can develop HTML emails and A/B test communication
Analyzes outreach performances, tracks opens, clicks, bounce rate, and unsubscribe rate, and monitors outreach
Monitors “advocate departure” and automates to-dos so teams can identify changes and take actions
How Gainsight works
Gainsight is a customer success platform that relies heavily on customer data to keep your support team up to date. It offers many features that need to be configured and customized for your business. That means installing Gainsight is typically a huge project. Most people sign someone on their team up for training with Gainsight to get things working or they hire a services partner to help them. The most important things to set up are the Gainsight features, but before you can do that you’ll need customer data flowing into the tool from your site, app, and anywhere else. Gainsight also hooks into your Salesforce instance to gather important sales pipeline data and updates Salesforce when needed, so you’ll need to understand how to make that integration work as well.
Get more out of Gainsight with Segment
When you use Segment’s integration to install Gainsight, you can skip straight to the customizations that make Gainsight powerful for your team. This cuts set up time drastically. In fact, Segment is recommended by Gainsight as the preferred way to record data from your sites and apps. The Segment API is easy to understand and there are libraries available to record customer data across all channels where you engage with customers. Segment sends all your customer data straight through to Gainsight in its raw form. That means everything you record to Segment is available in Gainsight immediately and is ready to be used in the rest of your customization efforts, with no development or additional implementation time required.