Gainsight simplifies Digital Customer Success
DCS is a critical strategy that empowers users to self-serve through community and AI tools.
Forward-thinking organizations realize that Digital CS is valuable for everyone:
“We hit an inflection point, We were running into inefficiencies, and Customer Success Managers (CSMs) didn’t have a CS tool that they could use effectively. We were using a combination of tools, including CRM data, spreadsheets, and a business intelligence (BI) tool—it was time to optimize.”
We already didn’t have enough headcount to conduct one-to-one meetings with every paying customer. And we also didn’t have the budget to hire an army of customer success people.
When we took a look at the growth of Personio and all of the service questions that customers had, we had to do something automated or easier where customers could learn from each other. We would have to hire 200 service managers because we weren’t able to take all those requests from the users.
Elevate Experiences. Scale Teams. Digital Is the Key.
Digital Customer Success is a blend of human and digital touch points that support the customer journey. From self-service resources and automated engagements to pooled CSM models and predictive modeling, digital can turn your teams into retention, adoption, and expansion machines.
Simplify your tech stack.
Chances are you’re struggling with Digital Customer Success because your cobbled-together tech stack is getting in the way.
This leads to:
- Repetitive workflows handled by multiple teams concurrently, resulting in inefficiencies and unscalable headcount.
- A disjointed experience that can result in surprise churn, missing ROI, and low product adoption.
- Decreases in Net Revenue Retention that impact your bottom line.
There’s a better way.
Deliver the experience your customers expect, faster than ever before.
Delivered from one unified platform, Gainsight offers a complete, end-to-end solution that supports your digital motions and strategies regardless of your company size and need.
The Path to Digital Customer Success
Whether you’re just beginning the digital journey with a small team or truly operating in a digital-first approach, you’re not alone. Our research of hundreds of companies reveals three distinct stages of Digital Customer Success maturity. Which are you?