Staircase AI by Gainsight
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Superior AI signal detection
What do you like best about the product?
We were looking to solve two primary unmet needs for accurately measuring customer health: customer engagement and sentiment; and stakeholder multi-threading. After reviewing many end-to-end and point solutions, Staircase stood out as the best choice for our team to best serve our customers due to its superior AI signal detection.
Staircase has also proven to be the lightest-lift enterprise product I have seen and used, and when they say "integrations in minutes," it's a stunningly accurate claim. Integrations with every tool in our stack, including CRM, collaboration platform, and call transcription, literally required zero IT support. The time to "first value" was fast in our initial pilot, giving us the confidence to do a broader rollout.
Their pricing model also scales well for our company, and there's a strong network effect at play as the more users join the platform, the more accurate customer health becomes. We also wanted to democratize access to customer insights for anyone in our organization without license barriers.
Staircase has also proven to be the lightest-lift enterprise product I have seen and used, and when they say "integrations in minutes," it's a stunningly accurate claim. Integrations with every tool in our stack, including CRM, collaboration platform, and call transcription, literally required zero IT support. The time to "first value" was fast in our initial pilot, giving us the confidence to do a broader rollout.
Their pricing model also scales well for our company, and there's a strong network effect at play as the more users join the platform, the more accurate customer health becomes. We also wanted to democratize access to customer insights for anyone in our organization without license barriers.
What do you dislike about the product?
Our primary objective was to look for a CS enrichment tool to complement our existing tools and workflows and Staircase fits this need. We were not looking for an end-to-end CS platform to be "the only tool" for CSMs and instead took the approach to enrich the tools and workflows already in place. While some companies may want a solution that CSMs and others who support customers work out of every day, our approach was to enrich the experience using tools already well adopted to limit change management friction and potential new tool adoption issues I've experienced in the past.
What problems is the product solving and how is that benefiting you?
Staircase is helping us monitor key signals related to customer health across our B2B enterprise motion. Generally speaking, getting product-related analytics to measure customer health is more straightforward than understanding the depth and breadth of relationship strength where multi-stakeholder engagement is critical.
Staircase gives us the confidence to quickly identify and act on blind spots and trends that are important for us to be on top of to ensure our teams deliver best-in-class experiences that help our customers maximize value from their investment.
Staircase gives us the confidence to quickly identify and act on blind spots and trends that are important for us to be on top of to ensure our teams deliver best-in-class experiences that help our customers maximize value from their investment.
Great Tool for High Level Account Monitoring
What do you like best about the product?
Starting as a Beta partner and seeing where Staircase is today, there have been some major improvements to integration support and overall UI aesthetics and workflow! I am impressed! There is a lot to uncover within an account in this tool, which is especially beneficial for account team leads and above who are not as in the weeds with an account.
What do you dislike about the product?
As an employee at practioner level, this tool isn't quite as pertinent for my day-to-day. I am aware of client engagement, sentiment, and emails because I am the one on the front lines. Aside from this, I also don't find the radar map particularly helpful.
What problems is the product solving and how is that benefiting you?
Staircase helps consolidate many components and touchpoints of a client account all in one place. It keeps the state of an account more transparent and is especially helpful for any internal re-orgs and account transitions - the new team has reliable detailed history to catch up to speed.
Great tool for analytical contents plus speech/analytics
What do you like best about the product?
It has some great reporting tools and data visualization. It will help you understand your business specifically customer experience, language, and effort you should put in depending on sales, revenue share, etc
What do you dislike about the product?
It would be best that you have the option to customize the visuals instead of using only one graph type that is suitable to your needs, presentation, and analysis
What problems is the product solving and how is that benefiting you?
Understanding customer feedback using certain rules and lexicon, the voice of the customer, and frequency of interaction
Data driven CS team, AI powered Health score
What do you like best about the product?
I like best that Staircase uses AI combined with customer intelligence to drive amazing customer outcomes. We’re able to listen to customers better, generate CS reporting without all the manual hassle, create better communication between the team and management and more.
What do you dislike about the product?
Nothing really. The solution is great, and the reporting is excellent. Staircase is doing a great job, and now I don't need all of the hassle. Hope they will keep on developing
What problems is the product solving and how is that benefiting you?
The most accurate and unbiased health score to accounts. Complete visibility and updates on Strategic accounts and churn elimination.
Better management of the rest of the tiers - removing many manual processes and playbook optimization through utilizing AI.
Better management of the rest of the tiers - removing many manual processes and playbook optimization through utilizing AI.
The game changer in the customer success domain!
What do you like best about the product?
Easy to use and navigate
Great insights on the team's performance, customer outreach, meetings/chats/emails.
Excellent AI, Truly amazed at the level of accuracy in intercepting negative emails ( and positive) from customers.
Reports and dashboards are very useful
Integration to slack/SFDC and Gmail seamless.
Great insights on the team's performance, customer outreach, meetings/chats/emails.
Excellent AI, Truly amazed at the level of accuracy in intercepting negative emails ( and positive) from customers.
Reports and dashboards are very useful
Integration to slack/SFDC and Gmail seamless.
What do you dislike about the product?
Not too much to report on this area; I love this tool.
Not a dislike, just things that I am looking forward to seeing... Integration with Zendesk and Staircase solutions to integrate user data into the dashboard.
Not a dislike, just things that I am looking forward to seeing... Integration with Zendesk and Staircase solutions to integrate user data into the dashboard.
What problems is the product solving and how is that benefiting you?
The most crucial need for managing rapid growth Customer Success organization is visibility into the team's performance and reaches out.
Staircase is helping us to see how hands-on our CSMs and solutions experts are, assisting with locating weak points and, most crucial, monitoring the team's communication to catch escalations and issues on the spot - almost real-time.
The integration with Slack provides a notification immediately when a negative sentiment email lands in ANY team member's inbox, and we are ready to take action.
Another significant advantage is the ease of segmenting our portfolio, focusing on renewal/onboarding, and getting the metrics needed to take action.
Staircase is helping us to see how hands-on our CSMs and solutions experts are, assisting with locating weak points and, most crucial, monitoring the team's communication to catch escalations and issues on the spot - almost real-time.
The integration with Slack provides a notification immediately when a negative sentiment email lands in ANY team member's inbox, and we are ready to take action.
Another significant advantage is the ease of segmenting our portfolio, focusing on renewal/onboarding, and getting the metrics needed to take action.
Tons of value with ZERO work
What do you like best about the product?
Since we’ve implemented Staircase I feel I’ve gained so much time to work on my accounts and help them succeed. I feel leadership has really empowered the AM team to simply keep relationships intact, as we’ve switched so many processes around from super manual to automated.
What do you dislike about the product?
There’s nothing to dislike really since it gives value that was never there before.
What problems is the product solving and how is that benefiting you?
It helps us track customer scores automatically, with their own technology, and also track important moments and events in the customer lifecycle that can be easily missed.
It helps investigate customers risks too, and sync with the entire customer-facing team.
It helps investigate customers risks too, and sync with the entire customer-facing team.
A CS leader’s best friend
What do you like best about the product?
Staircase gives me better and full visibility into both what’s going on with my team and my clients, all with effectively zero input or upkeep needed. Allowing me to focus on my time on taking action with my team on the insights and blind spots Staircase surfaces. Before Staircase, we were manually tracking everything in a spreadsheet which was impossible to maintain and difficult to count on. I’m way more confident in our ability to catch churn risk early and proactively work to avoid it. This tool walks the talk of moving from reactive to proactive.
What do you dislike about the product?
Nothing to dislike so far! Staircase is a newer tool and I’m confident the team will continue to improve and grow the platform. They release new stuff like crazy! But even if they didn’t, I’d still buy and use this tool daily as it is because it’s already amazing.
What problems is the product solving and how is that benefiting you?
Staircase is giving me and other folks on our leadership team real-time visibility of both our customer base and client-facing teams. This helps us achieve many outcomes - from effective resource planning, time savings, and the ability to be proactive and stay a step ahead.
Staircase automatically identifies both customer risks and opportunities which we directly action to impact our NRR and other key KPIs.
Overall, we’re more efficient and effective with the experience we provide our customers after using Staircase.
Staircase automatically identifies both customer risks and opportunities which we directly action to impact our NRR and other key KPIs.
Overall, we’re more efficient and effective with the experience we provide our customers after using Staircase.
Staircase improves transparency on the customer experience
What do you like best about the product?
Staircase has added a level of transparency to the customer experience we did not previously have. Leaders across all our departments have access to the information they need to be more proactive in ensuring our customers have a good experience.
The Staircase team has also been great to work with, receptive to feedback and providing training for our team.
The Staircase team has also been great to work with, receptive to feedback and providing training for our team.
What do you dislike about the product?
Sometimes emails are incorrectly identified as having negative sentiment, but Staircase does have functionality to manually correct the labeling
What problems is the product solving and how is that benefiting you?
Before we were relying on our account managers to tell us if there was an unhappy customer, which often happened too late. Now we are able to review and approach the account manager and customer proactively to keep situations from escalating
Sentiment analysis got real!
What do you like best about the product?
I like the cooperation with the Staircase team - they do above and beyond to make sure we have what we need to use the solution. The tool itself shows us a lot of value especially on a high level view for each account (from a managerial persepctive).
What do you dislike about the product?
There are a few useful features missing but its a work in progress and I would also like more flexibility in terms of account health tracking also it could be great to learn about issues in advance and not when it might be too late
What problems is the product solving and how is that benefiting you?
Currently the management and the Success manager don't have clear visibiliy on the status of the accounts, but with this consolidated text analysis from most of our external communication tools, we can be alerted on potential problems, when they occur (e.g. negative emails)
Great service, growing product - a lot of value today but even more potential in future
What do you like best about the product?
I love the alerts feature and the ability to really track the relationships with all levels on the customer side (especially executives)
What do you dislike about the product?
Getting started is easy but also requires the involvement of an ops team. You need good CRM data to maximize the value
What problems is the product solving and how is that benefiting you?
I can better track relationships from a managerial perspective and raise flags automatically so we can proactively tackle relationship/business issues.
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