Overview

Gainsight Enablement Engine optimizes your Gainsight CS investment by enabling you to better understand Gainsight CS user behavior and build in-product experiences that’ll make your team more productive and efficient. You can supercharge your Customer Success efforts by engaging CSMs with the right content, at the right time, directly from within Gainsight CS. 

With Enablement Engine you can: 

• Provide step-by-step guidance and coaching within the Gainsight CS platform to explain various features or processes, and instill expertise and proficiency across your team 

• Guide your team through complex business processes with in-app engagements to help them deliver customer success more consistently, increase productivity and ensure your best practices are followed. 

• Use in-app engagements and walk throughs to guide Gainsight CS users through key processes/workflows and drive adoption of your Customer Success program.

• Save training time and costs by creating walkthrough guides directly in your Gainsight CS environment to help bring new CSMs up to speed on your processes. Announce new available features in Gainsight CS with a lightbox engagement (known as Dialog engagement in EE).

• Collect  your your team’s feedback  on Gainsight CS features or team processes with in-app surveys.

• Understand the path your CSMs take within Gainsight CS and which pages most often cause users to drop off, or bounce out of the application; use this insight to create in-app engagements on these pages to improve adoption. 

Usage of Enablement Engine

The following diagram represents how Enablement Engine works:

In the above diagram, CyberOne Solutions is using Gainsight CS and Enablement Engine. Alex, who is the Gainsight CS admin at CyberOne Solutions can now leverage Gainsight Enablement Engine and to launch in-app engagements directly within Gainsight CS. Rick, Matt, and Steve (and other employees of CyberOne Solutions) can view these engagements while using Gainsight CS to learn about key processes, best practices or new capabilities. Alex can get real-time insights on how CyberOone Solutions employees are using Gainsight CS and use them to improve adoption..  

The team at CyberOne Solutions purchased Gainsight Enablement Engine to:

Alex is the admin responsible for maintaining Gainsight CS at CyberOne Solutions and will be the primary user of Gainsight Enablement Engine. Because Gainsight Enablement Engine is tracking every login, click and  form-fill, Alex can understand exactly how every team member is using Gainsight CS. He can compare user roles and see identify how those with just a viewers license compared to power users are engaging with the software. This also allows him to spot where teammates are getting stuck. 

He uses this information to create a series of in-product guides to train the team on how to complete critical tasks correctly. This is also useful for Alex because this in-product guide will be available for all new users to Gainsight CS at CyberOne Solutions, saving him time by not having to deliver the same training himself every time someone joins the team. 

Alex also learned that a couple of the Gainsight CS users on the team regularly forget to submit a form after completing a specific task. This results in some of their accounts falling through the cracks. With Gainsight Enablement Engine, he’s able to target those specific users with a contextual pop-up that appears for them after they’ve completed the prior step. When they click the ‘submit’ button, they’ll be presented with a pop-up telling them not to forget to complete the very next step.

With Gainsight Enablement Engine, Alex gets more time back in his day to focus on other critical priorities, the company is able to drive efficiency across the team while ensuring team-specific processes are followed.