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Overview of Sightline Vault

Overview

This article introduces Gainsight’s Sightline Vault feature.

Advantage of Sightline Vault

Gainsight’s Sightline Vault provides access to pre-configured solutions built by Gainsight and the broader Gainsight community that help you effectively utilize Gainsight features and incorporate best practices into your Gainsight instance with the click of a button. This not only allows you to see value faster, but significantly reduces the amount of time and effort your team spends setting up/configuring Gainsight.

A simple algorithm automatically configures a predefined set of assets – such as Reports, Rules or Scorecards – which your admin can select and deploy in a matter of minutes. You can easily update or adjust this configuration after the asset is deployed, if needed.

Similar to the way each product feature at Gainsight is enhanced incrementally & iteratively, Gainsight’s product team will continue to improve the user experience. New Solutions will be added on a regular basis to the Gainsight Vault by: Gainsight and Gainsight Community (Gainsight Customer and Partners).

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Components of a Solution

The Details page of a solution provides various details of a solution such as Key benefits, publisher details, Configuration assets, Documentation and Install logs.

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Details

Solution details provides the following details of a solution:

  • <<Solution owner name>>: Details of the author of the solution. Author details will not be available for Gainsight built and Gainsight partner integration solution.
  • Publisher: Publisher of the solution.
  • Solution Type: Type of the solution.
  • Configuration Stage: Select the configuration stage:
    • Full Version (x.x): Selecting this stage will configure all the assets of the Solution. (This option is available only in Elements.)
    • Onboarding Version (x.x): Selecting this stage will configure only a few important assets of the Solution. (This option is available only in Elements.)
    • Pre AE Configuration: Select this to view assets that are prerequisites for a Solution. (This option is only available in AE Solutions.)
    • Post AE Configuration: Select this to view assets that are needed post deployment of a Solution. (This option is only available in AE Solutions.)
  • Configuration assets: Details of the assets such as Rules, Reports, Custom objects that are part of the solution.

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Configuration Assets

An “asset” is a specific configuration of a Gainsight feature. Assets are the backbone of a Solution. When you deploy a Solution, the selected assets are automatically created in your Gainsight org. Rules, Reports, Objects and Fields, and Programs are some of the assets which can be found in a Solution. You can select to install all of the assets or a subset of them.

The number of assets (Rules, Reports, etc.) that will be created after deploying a Solution is displayed.

Note: You can Preview Email templates and Rules before installing the solution.

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In the above image, the Solution has 66 types of assets. The Add New MDA Object and Add Fields to Company MDA Object have 4 and 7 assets; this implies that if you deploy this Solution, four new Objects and seven new Fields are created in your Gainsight org. To know which four Objects/fields, just click the Add New MDA Object/Add Fields to Company MDA Object.

Documentation

The Document section displays all of the deployment related information about the Solution. Following details associated with a solution will be available in the Documentation section:

  • Deployment Instructions: A set of guidelines to be followed pre- and post-deployment.
  • Documentation: A set of prerequisites and post deployment requirements for each Solution.
    • Element Definition Slides: You can Preview or Download information about the Solution.
    • Configuration Slides: You can Preview or Download a slide deck that explains the assets in detail and how they relate to each other.
    • Asset Configuration Details: You can Download a spreadsheet containing the list of assets.

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Install Logs

The Install Logs section displays the logs related to deployment of the Solution. You can view the details of all the previous deployments of the particular Solution, if any. This section has following four fields:

  • Name: The name of the Solution.
  • Start Date: The date on which the deployment started.
  • Status: The current status of the deployment. This can be In Queue, In Progress, Success or Failed.
  • Owner: The User who started the deployment.

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You can click on the required log to view and download the following log details of a particular deployment:

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  • Asset Download Status: You can view all the assets which were deployed and their individual status of deployment.

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  • Details Log: You can view additional log details in this section.

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Note: You can click Download Logs to download a spreadsheet containing all logs for a particular deployment, only if the status of the deployment is either success or failure.

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Following image is a screenshot of sample spreadsheet containing all logs for a particular deployment.

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The following image represents a typical workflow to use the Sightline Vault feature:

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Solution Type

The Sightline Vault consists of following solution type:

  • Elements
  • Community
  • Customer Onboarding
  • Customer Success Plays
  • Education and Training
  • Management Dashboards
  • Product
  • Product Reviews
  • Product Usage
  • Productivity
  • Project Management
  • Sales & Advocacy
  • Success Plans
  • Support
  • Surveys & Feedbacks

Elements

Elements are Gainsight’s prescriptive processes based on hundreds of implementations and decades of experience in company wide Customer Success. Each Element in Sightline Vault consists of Rules, Reports, Programs, Scorecard Measures, and so on. When you deploy an Element, all the related Gainsight assets are automatically created in your Gainsight instance. Your data is put to work immediately.

For example, see the configuration assets in the Customer Health Element. When you deploy this Element, all the assets within it are automatically created. You can choose to skip some assets.

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Elements are Gainsight’s best practice solutions. Each Element is a prescriptive workflow for combining people, process, and the Gainsight platform to solve Customer Success business challenges.

Gainsight has defined 14 Elements of Customer Success. For more information, refer to the Gainsight Elements: The Science of Customer Success blog.

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Sightline vault consists of the following Solutions under Elements:

  • Insight & Actions
  • Outcomes
  • Transformations

All solutions in this category are built by Gainsight.

Insights & Actions

  • Customer View: This Element aggregates all of your customer data into our best-practice customer model in order to deliver actionable insights across your organization. It consists of two sub applications:
    • C360: The 360º Customer View Element will provide you with a single source of truth for all of your customer information. Assets (15) included in this sub applications are C360 Layouts (10) and S360 Layouts (5).
    • CSM Team Management: The 360 Customer View Element will provide you with a single source of truth for all of your customer information. Assets (14) included in this sub applications are Add new MDA object (1), Rules (1) and Dashboards & Reports (12).
  • Lifecycle Management: This Element helps you to create a consistent customer journey across all customer segments and lifecycle stages. This generally consists of assets such as Playbooks, Email Templates, Rules, Reports, Surveys, 360 Layouts, Success Plans, CTAs, Timeline configurations, etc.
  • Customer Health: This Element provides a consistent and shared view of where you are (or are not) providing your customers with value and positive experiences, equipping you to increase retention, expansion and advocacy.
  • Experience Management: This element will help you understand your customers’ experience and feedback, and give you a framework to act punctually on this feedback.

Outcomes

  • Adoption Management: This Element drives meaningful customer engagement with your products and services by executing best-practice adoption plays and tracking the results.
  • Renewal Management: This Element helps you to set up and execute a best-in-class renewals process and accurately forecast renewals.
  • Expansion Management: This Element helps you to drive revenue by identifying and executing on opportunities for upsell and cross-sell.
  • Stakeholder Alignment: This Element helps you to build and maintain stronger relationships with customer executives, thereby increasing retention (and potentially expansion).
  • Risk Escalation: This Element helps you to establish a culture and habit of identifying and escalating risks so that you are empowered to mitigate risks before they lead to churn or downsell.
  • Success Planning: This Element helps you to prescriptively capture and understand your customers’ goals and deliver value.

Transformation

  • (coming soon) Product Success: With this Element, your team can easily monitor the impact of new product releases, drive closed-loop processes for enhancement requests, and gather feedback to help the customers.
  • Advocate Engagement: This Element helps you to quickly identify advocates and drive them towards high-value activities that drive growth for your business.
  • (coming soon) Support Experience: This Element empowers your Support team with relevant customer insights and cross-functional plays to enable them to not only close tickets, but also contribute to customer success.
  • (coming soon) Services Experience: This Element helps you to track the health of projects from a Customer Success perspective, proactively mitigate risks, and ensure a great customer experience.

Community

These Solutions help you to make your community data actionable. Following are the solutions:

  • Insided Solution: Insided solution provides an easy way to make your community data actionable in Gainsight. Solution supports sync of community data from both Salesforce and S3.

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Customer Onboarding

This category includes partner solutions that are aimed at providing visibility of the customer onboarding process within Gainsight. Following are the solutions:

  • Go Live Email: You can use email templates to congratulate the customers on achieving a significant milestone, as communications after a successful release plays a critical role in the customer success journey. Assets (01) included in this Solution is an Email Template (01).
  • New Customer Welcome: You can standardize the process of welcoming a customer which is crucial for consistent customer experience by installing this solution by Gainsight. Assets (4) included in this solution are CTA (1), Email Template (1), Playbook (1), and Rule (1). Following are the key benefits of this solution:
    • Once the deal with the customer is closed, a Rule creates a CTA which is assigned to the Onboarding Lead to schedule a welcome call with the customer to initiate contact at the right time.
    • You can use the pre-configured Email Assist template to welcome the customers to your company. In the welcome email, you can share the next steps and documentation to help the customer learn in advance about the onboarding process.
  • Onboarding Kickoff: You can make a strong impression with a well-executed onboarding kickoff discussion by installing this solution by Gainsight. Assets (4) included in this solution are CTA (1), Success Plan (1), Playbook (1), and Rule (1). Following are the key benefits of this solution:
    • You can standardize the onboarding Kickoff plan to establish a consistent customer experience.
    • A Rule creates a CTA containing a list of key discussion points for the onboarding kickoff discussion.
    • You can use the pre-configured Onboarding Success Plan Template to track complex onboarding processes.
  • Onboarding Success Plan for New Customers: You can build an effective Onboarding Success Plan for the new customers to capture their key success criteria, and assist them to achieve their targets successfully by installing this solution by Mavenlink. Assets (11) included in this solution are Success Plan, Survey, Email Templates (3), and Playbooks (6). Following are the key benefits of this solution:
    • You can use the Key Performance Indicator (KPI) Survey to capture critical success criteria for your client.
    • It provides a structure for you and your team to take a long-term strategic look at how you want to guide and grow your customers.
    • It helps in aligning teams on the customer’s priorities and ensures a smooth transition from one stage to another.
    • You can track accomplishment and report back to customers on what was delivered and when, and ensure the team is able to keep track of what’s complete vs. outstanding.
  • TaskRay: TaskRay enables companies to get every customer off to a great start by delivering a flawless Customer Onboarding experience—bridging the gap between Closed/Won and ongoing Customer Success.
    TaskRay for Gainsight seamlessly brings critical onboarding and implementation information to where Customer Success teams are already working—providing everything they need to hit the ground running.

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Customer Success Plays

These solutions provide COVID solutions and best practice playbooks that are sourced from across the Gainsight community. Following are the Solutions:

  • Adoption Playbooks: You can improve product adoption and ensure that customers are able to achieve the top results by installing this solution created by Gainsight. You can trigger CTAs to provide your CSMs with Playbooks when product adoption health score decreases or increases. You can trigger CTAs, if the CSM has not logged Timeline entry after a meeting with the customer about tactics to promote product adoption. Assets (11) included in this Solution are Call To Action Configuration (01), Timeline Configuration (01), Email Template (03), Playbooks (03) and Rules (03).
  • COVID Risk Assessment + Portfolio View: Quickly assess the potential impact of COVID on your customers. Give your entire company visibility on projected impact to your business. Use the data to quickly guide proactive interventions based on risk and opportunity.
  • CSM Transition: You can easily transition a customer to a new CSM by installing this solution created by Gainsight. You can use Playbooks to introduce a new CSM, create a milestone to track dates of transition, and align on objectives or success criteria. Assets (01) included in this Solution is a Playbook (01).
  • Company Risk: Loss of Power User: You can bridge the gap after the loss of a Power User (with highest active users) by installing this solution created by Gainsight. You can use the Playbooks to identify the next Power User, contact their Business Sponsor and train the new Power User. Assets (01) included in this Solution is a Playbook (01).
  • Drop In Usage: You can provide solution and training to customers when their usage of Gaisinght drops by installing this solution created by Gainsight. You can use Playbooks to conduct calls with the customer to understand usage drop, schedule training, and use the customer feedback to maximum advantage. Assets (01) included in this Solution is a Playbook (01).
  • Executive Business Review (EBR): You can create a consistent EBR process. You can trigger CTAs for EBR to ensure that they occur timely as per your requirement by installing this solution created by Gainsight. You can use a Playbook (including Email template) to create a consistent customer experience for each EBR. You can Log EBRs to Timeline with the activity type EBR. Assets (07) included in this Solution are CTA Configuration (01), Timeline Configuration (01), Email Template (01), Playbook (01) and Rules (03).
  • Habits Risk: Low Adoption: You can overcome a negative trend or drop in customer adoption or habits by installing this solution created by Gainsight. You can use Playbooks to review usage, schedule calls with Admin, and set up a best practice training and External Benchmark Rate (EBR). Assets (01) included in this Solution is a Playbook (01).
  • New Executive Engagement: You can eliminate all the risks when an existing Customer Executive is replaced by the new Customer Executive by installing this solution created by Gainsight. You can send a welcome email to the new Customer Executive. You can know the reasons behind the unresponsiveness of a Customer Executive by using the Unresponsive New Executive playbook.
  • Notify Management of Upcoming EBR: You can use an email template to notify management of upcoming Executive Business Review (EBR) equipped with necessary details of the customer by installing this solution created by Gainsight. Assets (01) included in this Solution is an Email Template (01).
  • Re-engagement after No Contact: You can use email templates to re-engage the inactive customer by installing this solution created by Gainsight. You can draw their attention by highlighting or sharing best practices in the product since the last customer engagement. Assets (01) included in this Solution is an Email Template (01).
  • Sponsor Moving to New Company: You can explore potential opportunities when a Sponsor moves to a new company by installing this solution created by Gainsight. You can use Playbooks to confirm new contact information, determine where a new company is in the sales process, and pass the information to Sales. Assets (01) included in this Solution is a Playbook (01).
  • Stakeholder Alignment Outreach: Establish an easy process for your management team to build and maintain strong relationships with customer executives, thereby increasing retention and expansion.
  • Executive Business Review Playbook: Playbook templates to institutionalize your Executive Business Review process.
  • New Customer Kickoff Call Playbook: Playbook templates to institutionalize your New Customer Kickoff process.
  • Sponsor Check-in Process: Automated internal Sponsor check-in process that will enable you to build and maintain strong relationships with customer executives.
  • Time to Value: You can establish a regular call schedule with the newly transitioned customers to ensure they are supported while improving their quarterly call model by installing this solution created by AthenaHealth. You can use pre-configured emails templates for bi-weekly and monthly calls follow ups. Assets (03) included in this Solution are Email Template (02) and Playbook (01).

Education and Training

These Solutions cover applications that promote learning and development. Following are the solutions:

  • Learndot Solution: Learndot is a training management platform that allows companies to promote, schedule, accept registrations and process payments for training courses.
  • Litmos Solution: SAP Litmos enables thousands of global companies to deliver training in the now. The solution consists of a powerful LMS, a commerce platform, and a content-rich course catalog that make it easy to manage the entire learning program from system implementation and integration to ongoing administration.
  • Skilljar Solution: Skilljar solution enables you to derive meaning out of training and certification data in Gainsight.

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Management Dashboards

These solutions provide best practice dashboards that are sourced from across the Gainsight community. Following are the solutions:

  • CS Team Management: Dashboard for the executive team to provide insights into team metrics like CSM workload, Renewals, Risk CTA's, NPS® Scores, Customer Health, Activity, etc.
  • CSM Dashboard: You can create a structured agenda for CSMs 1:1 meetings. It enables the CSMs to focus on execution of operations and customer outcomes by installing this solution by Gainsight. Assets (10) included in this solution are Dashboards (1) and Reports (9). Following are the key benefits of this solution:
    • You can quickly review a customer portfolio to create a plan for the day.
    • You can take action on customer risk, as revealed through health scores, new NPS® survey responses, and risk CTAs.
    • CSM activities that contribute to team KPIs:
      • CSMs can take action for most urgent tasks by viewing the charts of open CTAs.
      • CSMs can quickly refer back to recent actions through closed CTAs and Timeline activities.
  • CSM Management Dashboard: You can review your team’s CTAs, Timeline activities, and renewals to identify the areas of improvement and work on them by installing this solution by Gainsight. Assets (12) included in this solution are Dashboards (1) and Reports (11). Following are the key benefits of the solution:
    • You can monitor Timeline activities to understand how much time CSMs are spending with customers, and on what types of conversations.
    • You can easily identify the accounts which need your attention since they’re at risk or coming up for renewal.
    • You can ensure that the team meets revenue and renewal goals by tracking the number of customers, ARR, and renewals this quarter for each CSM.
    • You can quickly match up new or unassigned accounts to CSMs with the lowest account load.
  • Executive Dashboard: You can review the KPIs for the overall performance of your customer success program by installing this solution by Gainsight. You can compare the performance of individual teams to identify the teams that are not performing well and need executive intervention and support. Assets (16) included in this solution are Dashboards (1) and Reports (15). Following are the key benefits of this solution:
    • You can always know the condition of your customer base such as number of  customers, customer stage and ARR.
    • You can ensure that each team is meeting revenue goals, with the help of charts that compare their customer count, ARR, and ARR up for renewal this quarter.
    • You can keep a close eye on your 'at-risk ARR' (from customers with red health scores).
    • You can monitor trends in risk indicators such as health scores and NPS®.
    • You can eliminate inefficiencies in key team operations by closely monitoring key motions.
  • CSM Performance Dashboard: Out-of-the-box Dashboard solution that will enable CSM Managers to get insights on all customer success activities and measure productivity of their customer success teams.

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Product

These solution provides you ability to resolve issues, announce upcoming release and send weekly updates related to product. Following are the solutions:

  • 'New in Gainsight' Update: You can use an email template to send weekly updates on new features and enhancements in Gainsight by installing this solution created by Gainsight. Assets (01) included in this Solution is a Playbook (01).
  • Product Release Email: You can use an email template to announce an upcoming Product release to customers and asking them to participate in the release webinar by installing this solution created by Gainsight. Assets (01) included in this Solution is a Playbook (01).
  • Product Risk: You can overcome a situation where a customer has a functionality issue with the product by installing this solution created by Gainsight. You can use the Playbook to understand the scope of the issue, align with the Product team on next steps, and continuously check in with the customer until the issue is resolved. Assets (01) included in this Solution is a Playbook (01).

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Product Reviews

These Solutions cover applications that track customer reviews and ratings of your product. Following are the solutions:

  • G2 Crowd Solution: G2 Crowd Solution enables you to make G2 crowd review data actionable in Gainsight. 'Buyer intent' data in the G2 crowd can also be managed with the solution.
  • TrustRadius Solution: Most trusted review site for business technology. Optimized for content quality and data integrity, help buyers make better product decisions based on unbiased and insightful reviews.

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Product Usage

These Solutions cover applications that track usage data. Following are the Solutions:

  • Gainsight PX Solution: Gainsight PX (Product Experience) is Gainsight's premier tool to set up in-app messages and collect useful analytics from web applications. PX Connector allows you to establish a link between Gainsight and PX and then Adoption Explorer helps to manage this data in the Gainsight environment along with SA2.0 as templated configuration.
  • Mixpanel Solution: Mixpanel is a customer data platform that captures customer usage data from your website. You can integrate Mixpanel with Gainsight to import customer usage data using Mixpanel connector and then Adoption Explorer helps manage this data in the Gainsight environment along with SA 2.0 as templated configuration.
  • Segment Solution: Segment is a customer data platform that captures customer usage data from your website. You can integrate Segment with Gainsight to import customer usage data using Segment connector and then Adoption Explorer helps manage this data in the Gainsight environment along with SA 2.0 as templated configuration.

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Productivity

These solutions provide various solutions that increase the productivity of CSM teams. Following are the solutions:

  • CTA Health Analysis Dashboard: You can view the volume of CTAs your CSMs are receiving and understand their effectiveness at closing their CTAs and CTA Tasks by installing this solution created by Gainsight. You can view the overdue CTAs that need the utmost attention and work on them. You can filter the dashboard for a certain type of CTA or a CSM team to better understand individual workflows.
  • Slack Notification for New Customer Assignment: Get Slack notifications for all new customer assignments and ensure alignment across all members of the CSM team.
  • Slack Notifications for Timeline: Get Slack notifications for important activities in Gainsight Timeline and ensure that the entire CSM team is aligned on the latest customer events.
  • Weekly Digest Emails: Send a weekly update to all your internal Gainsight users with details of their past activities and upcoming tasks within Gainsight.

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Project Management

These Solutions help you to manage your projects in the best way. You can view sales and services information. Track your project deadlines, schedules, and other workflow processes to save time and expenses. Following are the solutions:

  • Financialforce Solution: FinancialForce PSA is built on the Salesforce Platform, allowing your business to manage your services projects all on a single cloud-based platform. Whether you are looking to break down silos and work in unison, or you need visibility between your sales and services you can count on FinancialForce PSA.
  • Wrike Solution: Wrike professional service management enables its users to manage and track projects, deadlines, schedules, and other workflow processes having a templatized work intake process saves you time by ensuring that you have everything you need to get started upfront.

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Sales & Advocacy

This solution type covers solutions related to renewal management. Following are the solutions:

  • Customer Reference Request: You can install this solution created by Gainsight to use an email template which asks customers for a reference in the most successful way, as it is a difficult task to request customers for a reference. Assets (01) included in this Solution is an Email Template (01).
  • Renewal Process: You can ease the process of renewals of accounts with Gainsight by installing this solution by Gaiinsight. A well-constructed renewals process provides visibility and predictability, helps you build reliable forecasts, and ensures a scalable and consistent approach in the renewal process. Assets (8) included in this solution are CTA (1), Timeline (1), Email Template (3), Playbook (1), and Rules (2). Following are the key benefits of this solution:
    • CTAs alert Renewal Leads of upcoming renewals 120 days before the contract end date.
    • Renewal Leads can use Playbooks to follow a consistent, step-by-step workflow.
    • A Rules assigns the Renewal Lead with an Overdue renewal conversation CTA, If the Renewal Lead is responsible for 100+ customers and a renewal-related Timeline activity is not created 120 to 80 days before the contract end date.
    • You can use a pre-configured email template to send auto-renewal notifications to customers.

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Success Plans

These Solution type provides you ability to manage activities related to Success Plans. Following are the solutions:

  • Holistic Customer Plan: You can create and manage a Success Plan that can be used for the entire life-cycle of a customer by installing this solution created by AthenaHealth. You can capture and monitor goals related to growth, performance, expansion and Return on Investment (ROI) goals. You can use Strengths, Weaknesses, Opportunities, and Threats (SWOT) playbook to track and analyze additional context about the customer. Assets (03) included in this Solution are Success Plan Configuration (01) and Playbooks (02).

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Support

These Solutions cover applications that create customer tickets. The tickets may be questions, issues, or complaints about your product. Following are the solutions:

  • D365 Customer Service Solution: MS Dynamics is designed to track the process from the initial intake of an incident, tracking the details throughout the remediation process, and through final resolution. Gainsight solution helps customers to integrate this ticket information into customer success org to enrich support experience.
  • Freshdesk Solution: Freshdesk is a cloud-hosted help desk solution equipped with best-in-class features for delivering quality customer support. Gainsight solution helps customers to integrate this ticket information into customer success org to enrich support experience.
  • Hubspot Service Hub Solution: Hubspot ticketing system helps to keep track of customer requests so your team can stay organized, easily prioritize work, and find solutions for customers faster. Gainsight solution helps customers to integrate this ticket information into customer success org to enrich support experience.
  • Jira Solution: Jira is a proprietary issue tracking product developed by Atlassian that allows bug tracking and agile project management.Gainsight solution helps customers to integrate this ticket information into customer success org to enrich support experience.
  • Service Cloud Solution: Service Cloud support by Salesforce platform is focused on providing support and help to the customers. Gainsight solution helps customers to integrate this ticket information into customer success org to enrich support experience.
  • Servicenow Solution: Servicenow is an online cloud-based customer service software which provides helpdesk support with all smart automations to get things done faster. Gainsight solution helps customers to integrate this ticket information into customer success org to enrich support experience.
  • Support Risk: You can track escalated Support cases and issues until they are resolved by installing this solution created by Gainsight. You can use the Playbooks to review and check the cases with the Support team, and ensure that customer issues are resolved. Assets (01) included in this Solution is a Playbook (01).
  • Support Risk: High Priority Issue: You can manage a customer's support risk when it is a high priority or urgent issue by installing this solution created by Gainsight. You can use the Playbooks to review open tickets, check with Support Assignee, involve the Support Manager (if necessary), and continue to check in with the customer until the issue is resolved. Assets (01) included in this Solution is a Playbook (01).
  • Zendesk Solution: Zendesk Support is a beautifully simple system for tracking, prioritizing, and solving customer support tickets. Gainsight solution helps customers to integrate this ticket information into customer success org to enrich support experience.

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Surveys & Feedback

These includes cover best practice surveys such as NPS® that are sourced from across Gainsight Community applications,  and partner solutions that are aimed at capturing and managing customer feedback from within Gainsight. Following are the solutions:

  • NPS® Notification to CSMs (INTERNAL): You can use the Email template to notify CSMs on upcoming NPS® Survey for their Accounts by installing this solution created by Gainsight. Assets (01) included in this Solution is an Email Template (01).
  • Qualtrics Integration Solution: Qualtrics solution enables you to derive meaning out of Qualtrics survey data in Gainsight.
  • Survey Monkey Integration Solution: Survey Monkey solution enables you to derive meaning out of your survey monkey survey data in Gainsight.
  • Implementation CSAT Survey: Out of the box “Implementation” CSAT survey that enables customers to send out surveys and collect feedback at scale post implementation or new service request.
  • NPS® Survey Program: Gather Net Promoter Score® data from your customers and identify their likelihood to recommend. Solution also provides CTA's and Playbooks that cater to Promoter, Detractor, and Passive Response.
  • Survey Dashboard: Dashboard has focused on giving organizations a holistic view of their NPS® & Survey responses.
  • UserVoice: UserVoice and Gainsight work together to bridge the gap between success and product teams, empowering them to be both customer-focused and product-led. UserVoice helps growing SaaS businesses understand customer needs clearly. By bridging the gap between Customer Success, Product Management, and customers, UserVoice empowers organizations to live up to their commitment to customer-centricity.

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My Solutions

This section contains the installed Solutions for an individual org in the following two categories:

  • Solutions by Gainsight Community: This category contains the downloaded Solutions built by the Gainsight community.
  • Solutions by Gainsight: This category contains the downloaded Solutions built by the Gainsight.

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NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
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