Staircase AI by Gainsight
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Good insight and great alerts
What do you like best about the product?
When using Staircase, since it monitors everything through my company, I get insights when a negative or positive message comes through which will need my attention. This helps me make sure that these emails do not get lost in the shuffle (or if I'm not in CC). This last point is especially valuable when my clients are working with support and may not be happy with what is happening so I can better support my clients.
Additionally, I am able to help my colleagues by me getting an alert when they get a bad message while on vacation.
Additionally, I am able to help my colleagues by me getting an alert when they get a bad message while on vacation.
What do you dislike about the product?
I would love to be able to use the system as task management as well but can't so I need to jump in and out of this and all of the other systems I work with.
What problems is the product solving and how is that benefiting you?
I get alerts when my client is not happy so I can jump on top of the issue right away regardless of them messaging me or another member of staff.
Excellent team, innovative platform, raising the bar in the underserved field of CS Technology.
What do you like best about the product?
Staircase.AI is an innovative tool in the Customer Success space, bringing together data from multiple sources and weeding out unbiased opinions to help drive urgency in addressing positive and negative moments in the customer lifecycle. The tool is incredibly easy to use and they have an amazing team of people who care deeply about making their customers successful.
What do you dislike about the product?
The tool is still a bit young in its maturity and has some gaps that impact ease of implementation and adoption.
What problems is the product solving and how is that benefiting you?
In today's tough economic climate, customer retention is more important than it's ever been. Yet it can be hard to gather all customer data with objective analysis to help proactively initiate churn mitigation efforts. Staircase brings this information together in a clear dashboard with easily actionable data.
Great insights, some limitations
What do you like best about the product?
The best feature is the meeting summaries. One of the best I've used (compared to about 5 other tools). Staircase call summaries are far superior when it comes to understanding different accents (even very heavy ones) and reporting correct industry terms based on context. Also the summaries themselves are concise and well formatted with highlights and action items.
Second best is the Slack integration to notify of any extremely negative sentiment to take swift action.
Second best is the Slack integration to notify of any extremely negative sentiment to take swift action.
What do you dislike about the product?
It doesn't not integrate with all tools (such as Microsoft Teams) which can lead to inaccurate sentiment and engagement. There is a way to add Staircase to meetings which is great, but not chat.
In addition, some sentiments are marked as negative because of words a customer uses but it doesn't account for the fact that that the sentiment is regarding something else entirely (ex. A customer wrote that he is frustrated with Google because he doesn't get calendar updates and requested that I email him with any changes and it reported a negative sentiment...)
In addition, some sentiments are marked as negative because of words a customer uses but it doesn't account for the fact that that the sentiment is regarding something else entirely (ex. A customer wrote that he is frustrated with Google because he doesn't get calendar updates and requested that I email him with any changes and it reported a negative sentiment...)
What problems is the product solving and how is that benefiting you?
1. The summaries solve the problem of taking accurate notes while having meaningful conversations with customers
2. Slack notifications solve the problem of not knowing what to look for and where (or even IF it's needed)
3. The AI summary for accounts solves the problem of needing to sift through lots of information to understand the state of an account. This is especially helpful when you're new to an account and your predecessor is no longer around to answer questions.
2. Slack notifications solve the problem of not knowing what to look for and where (or even IF it's needed)
3. The AI summary for accounts solves the problem of needing to sift through lots of information to understand the state of an account. This is especially helpful when you're new to an account and your predecessor is no longer around to answer questions.
Great tool for CS
What do you like best about the product?
The AI features are great. They recently launched meeting notes and it has saved me a lot of time post-client calls. The reports are pretty insightful as well and help me quickly see when certain accounts need more attention. I like that we also have a CSM who helps us learn more about the platform.
What do you dislike about the product?
I wish there was more documentation about the platform or videos that show more examples of how the software can be used.
What problems is the product solving and how is that benefiting you?
We used to review accounts manually every other week and it was hard to get all the right insights in one place. This has helped me get a better view of which accounts need more of my attention and reminds me to reach out to accounts that I haven't spoken to in a while. I helps me stay proactive rather than reactive.
Very Impressive Product
What do you like best about the product?
The insights that it provides are very useful and it's fairly easy to use.
What do you dislike about the product?
Training it to accurately gauge customer sentiment based on the information sources it ingests requires some careful monitoring to ensure manual corrections are made when incorrectly identified.
What problems is the product solving and how is that benefiting you?
The platform has been very useful in aggregating various information sources to help provide a "single pane of glass" view of customer engagement and sentiment
Save time while focuing on things that matter
What do you like best about the product?
Summarize the overall picture for me so I can plan ahead/prepare for my coming calls,
What do you dislike about the product?
There are a few false positives that appear in my customer data.
What problems is the product solving and how is that benefiting you?
I am working with many tools (CRM, CSM and emails) and we need to analyze/coordinate the data into one place.
Just Scratching the Surface
What do you like best about the product?
The visibility we've gained throughout the CX org has been incredibly valuable. We can automatically understand risky client interactions throughout the entire customer base, allowing us to get ahead of risk well before it becomes a churn notice. Understanding how my team is objectively interacting with customers in an evidence-based way has significantly enhanced the quality of our risk & renewal assessments of our customer base. There's still a lot more for us to leverage as a CS org, and I'm excited about the potential we'll realize with this data in an automated and low-friction capacity.
What do you dislike about the product?
While onboarding is generally considerably more accessible than other tools we've leveraged, there is some rigidity to how Salesforce fields sync into Staircase for mapping purposes. We've had to create custom fields for certain customer info that required some work from our SFDC admin, but nothing that's overly resource intensive.
What problems is the product solving and how is that benefiting you?
Automated and scaled insights into Customer interactions, sentiments, and general risk profiling. We're able to address risk scenarios in a more proactive manner, while ensuring we're on track to hit all of the critical customer lifecycle milestones.
A very powerful tool utilizing AI to help manage Client Success/Management teams
What do you like best about the product?
Staircase's ability to detect client risk/churn looks at a number of factors and helps me as a leader get flags raised earlier than I can see on my own. That early detection can help me roll out quicker intervention. It's also great to me to monitor not only my team's touchpoints with our clients, but other departments (sales/product) so I can make sure I have an understanding of the entire ecosystem of our organizations communicating.
What do you dislike about the product?
Occasionally negative sentiment is flagged incorrectly by AI, but it's very easy to adjust - and I'd rather be safe than sorry. Any historical issues I've had with the system has been addressed rather quickly by the Staircase team
What problems is the product solving and how is that benefiting you?
With the number of accounts and team members I have, Staircase is telling me when I need to pay closer attention to items I may not have a line of sight into. The AI detection around negative sentiment, poor client engagement, poor response times, etc. is something I'd have to do tremendous analysis and meetings to detect on my own.
Amazing insights & great at keeping you up to date with your customer relationships
What do you like best about the product?
I like that the reports are intuitive. Our contact has done a fantastic job explaining the minute details about what the data means.
What do you dislike about the product?
It's still very new & we're happy to see Staircase is always open to suggestions & updates that would help us & their customers.
What problems is the product solving and how is that benefiting you?
It's keeping us updated on how our customer relations are doing. Whether it's a customer you haven't heard from in a while or those with escalations, Staircase keeps track of all!
A great tool that allows us to assess the quality and quantity of customer relationships
What do you like best about the product?
We can now react faster to communication that has negative sentiment, to customers that have not interacted with us for a given time and use the staircase score within our wider customer heath score ratings
What do you dislike about the product?
There are a few integrations that are still missing (or need updating) that we hope Staircase will invest in building
What problems is the product solving and how is that benefiting you?
It shows us the quantity and the quality of our customer communication
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