Staircase AI by Gainsight
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Love it! Must have tool for CS leaders who want to get relationship health insights.
What do you like best about the product?
Staircase provides our organization with a much clearer understanding of the relationship with our customers. It starts from a high-level scoring system that focuses the CSM or our org where sentiment is low/high and it provides a clear deep dive opportunity to see exactly which signals created the insight.
I can set custom alerts for the team to take relevant actions based on relationship signals from multiple communication channels.
The most important thing is that unlike other CS tools, the setup process in this case is very simple and does not require a lot of configuration efforts from the IT/R&D/RevOps teams.
I can set custom alerts for the team to take relevant actions based on relationship signals from multiple communication channels.
The most important thing is that unlike other CS tools, the setup process in this case is very simple and does not require a lot of configuration efforts from the IT/R&D/RevOps teams.
What do you dislike about the product?
StairCase is still an early-stage tool. There is a lot more potential and fine-tuning that can make the tool significantly better/simpler. I trust that the team will bridge this gap over time.
What problems is the product solving and how is that benefiting you?
1. Centralized view of the customer base sentiment/relationship scores/signals.
2. Simple alerts and drill down to specific negative/positive sentiment indications.
3. Centralize all customer communication channels and analyze where more focus for good or bad is required.
2. Simple alerts and drill down to specific negative/positive sentiment indications.
3. Centralize all customer communication channels and analyze where more focus for good or bad is required.
The only tool that uncovers the potential question
What do you like best about the product?
Staircase helps us track growth opportunities very fast. It gives feedback on all customers’ satisfaction level, without the need to ask for direct feedback, and helps us plan ahead on customer reachout for expansion, identify advocates, and generate reviews.
What do you dislike about the product?
Some features can be improved, but it works pretty great. Great & modern UI.
What problems is the product solving and how is that benefiting you?
Identifying growth opps and advocacy can be very tricky. It basically asks the CSMs to reach out for favors to customers, while they’re used to giving to customers and not “taking”. Staircase helps us identify the right people to reach out to, without hurting relationships.
Best for tracking churn risks accurately, boost for health score
What do you like best about the product?
I like best that it requires 0 maintenance from our end. Staircase does literally all the work. We get push notifications on churn risks and growth opps without feeding anything manually. It’s very different from CS tools I’ve worked with.
What do you dislike about the product?
Nothing, it does what it says it does, and it feels our customer risk-tracking has seriously stepped up
What problems is the product solving and how is that benefiting you?
Working for customers without worrying about recording every little detail. We’re not working for the tool.
Also, far more accurate health scoring thanks to the product’s auto-generated scores.
Also, far more accurate health scoring thanks to the product’s auto-generated scores.
Elegant and effective solution for my CS team
What do you like best about the product?
Ease of install. Zero configuration. Immediate results. Scales well to hundreds of customers.
What do you dislike about the product?
Happy to see a mobile app that can be used as a dashboard for Staircase.
What problems is the product solving and how is that benefiting you?
Very early detection of customer relationships going south.
Ability to get insights and churn alerts automatically and accurately without increasing my CS team size.
Ability to get insights and churn alerts automatically and accurately without increasing my CS team size.
The most simple-to-use CS platform I’ve ever used
What do you like best about the product?
Staircase is super easy to use and integrates very well into our stack.
That’s very rare when it comes to CS platforms.
Secondly, we finally have a tool that automates a lot of our CS tasks - recording relationship scores, conversations, calls, etc - with Staircase we can simply connect our communication sources and generate that feedback into the platform automatically. When something comes up we’re immediately alerted.
This really helps in terms of communication to management too, so many questions are saved and we can focus on strategic planning of accounts rather than continuously updating and syncing about it.
That’s very rare when it comes to CS platforms.
Secondly, we finally have a tool that automates a lot of our CS tasks - recording relationship scores, conversations, calls, etc - with Staircase we can simply connect our communication sources and generate that feedback into the platform automatically. When something comes up we’re immediately alerted.
This really helps in terms of communication to management too, so many questions are saved and we can focus on strategic planning of accounts rather than continuously updating and syncing about it.
What do you dislike about the product?
Staircase is a new tool so it can improve, but it does what it claims to do - and that’s more than we had for sure!
What problems is the product solving and how is that benefiting you?
As a CSM, it solves me the “working for the tool” issue. Of course there are still things I have to record but I believe Staircase optimizes my work by at least 5 hours a week.
The performance of our team is improved considerably by Staircase AI
What do you like best about the product?
Since our product value is centered on generating revenue, we constantly collaborate with clients to increase revenue.
Since sentiment fluctuations in our company model might increase and drop in a few days, Staircase significantly enhanced our performance. Finding development opportunities is also quite valuable.
The stakeholder features, including stakeholder change notifications, stakeholder heatmaps, and more, are what I love most. Sentiment trends are also very useful.
Since sentiment fluctuations in our company model might increase and drop in a few days, Staircase significantly enhanced our performance. Finding development opportunities is also quite valuable.
The stakeholder features, including stakeholder change notifications, stakeholder heatmaps, and more, are what I love most. Sentiment trends are also very useful.
What do you dislike about the product?
I occasionally observe some AI misclassification, but I feel this is a small percentage; Staircase hits at least 90% to 95% of the time.
What problems is the product solving and how is that benefiting you?
Prioritizing the risks in light of the numerous false alarms our standard automation raises. The team overall, including myself, is doing much better due to the AI technology.
The ability to monitor, mitigate, and develop stakeholder KPIs to continuously be on top of it is a game changer in our situation because we work with businesses whose stakeholders shift rather frequently.
The ability to monitor, mitigate, and develop stakeholder KPIs to continuously be on top of it is a game changer in our situation because we work with businesses whose stakeholders shift rather frequently.
Connecting between all functions around customers
What do you like best about the product?
As a product leader, getting feedback from customers is gold. I can get insights from Staircase.ai in a bi-weekly search for feedback.
The platform gathers all customer communication and pulls nuggets that are super valuable for my team. From direct feedback on features, processes, and other product-related items. This might not replace the need for customer interviews, but it gives feedback right when something happens.
Combined with Product analytics, Staircase completes the picture of customer feedback. We really feel the “unknowns” are close to 0.
The platform gathers all customer communication and pulls nuggets that are super valuable for my team. From direct feedback on features, processes, and other product-related items. This might not replace the need for customer interviews, but it gives feedback right when something happens.
Combined with Product analytics, Staircase completes the picture of customer feedback. We really feel the “unknowns” are close to 0.
What do you dislike about the product?
Not sure there’s something to dislike about the product. It can always be improved, but the core value is there.
What problems is the product solving and how is that benefiting you?
Get feedback from customers - there’s a lot of direct feedback that is already said in calls, emails etc, but communications are not flowing without a product like Staircase. The tool summarizes all feedback into topics and sentiment, really doing the entire tracking and analysis work, so we can get clear feedback fast.
Automated health scoring with AI, automated recording of relationships.
What do you like best about the product?
Staircase AI is taking out a lot of wasted time from our team… We don’t need to record every conversation and summarize it for management, as the tool does that for you. As a relationship builder, this is super important since it gives me the time to really focus on my accounts, and not on maintaining platforms with data.
Of course from the data perspective, it’s also super valuable since we optimize the way we work on accounts and prioritize them according to value, tiers, and scores.
Of course from the data perspective, it’s also super valuable since we optimize the way we work on accounts and prioritize them according to value, tiers, and scores.
What do you dislike about the product?
Nothing.⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀
What problems is the product solving and how is that benefiting you?
- Time spent on managing systems rather than relationships.
- Objective scoring.
- Time optimization to focus on the right issues/accounts/opportunities.
- Objective scoring.
- Time optimization to focus on the right issues/accounts/opportunities.
Gives clarity and connects all the company’s functions around customers
What do you like best about the product?
I like that it's simple. Most CS platforms I’ve worked with were always over-complicated and took ages to integrate. Staircase was super quick and easy to just get started.
I like that it fits with our current stack. Staircase integrates seamlessly with our CS platform, ticketing system and product analytics, helping us track true risks in our relationships.
Staircase really listens to customers too, and is always releasing new features that help us improve our customer experience and gain true insights on our customers. We’ve been able to measure relationships, sentiment and engagement scores automatically. The support and education is amazing too.
I like that it fits with our current stack. Staircase integrates seamlessly with our CS platform, ticketing system and product analytics, helping us track true risks in our relationships.
Staircase really listens to customers too, and is always releasing new features that help us improve our customer experience and gain true insights on our customers. We’ve been able to measure relationships, sentiment and engagement scores automatically. The support and education is amazing too.
What do you dislike about the product?
Not sure I have anything to add here, nothing comes to mind.
What problems is the product solving and how is that benefiting you?
True health of our book of business. True health before Staircase was only discovered on team calls, with Staircase it’s revealed automatically and there’s not constant need to ask questions all the time.
And visibility - you can discover an account’s status in a glance.
And visibility - you can discover an account’s status in a glance.
Finally AI tool dedicated for Customer Success
What do you like best about the product?
I like how the platform understands CSMs and the unique problems and challenges of managing customers. It’s like they read my mind.
What do you dislike about the product?
Nothing to dislike, it does what its supposed to do. Sometimes there are small bugs but nothing special or too dramatic.
What problems is the product solving and how is that benefiting you?
CSMs have a gazillion tasks, and focus is gold. I feel Staircase optimizes my work since the AI really knows how to help me focus on the right accounts and not waste my time on useless auto-generated playbook items that make no sense.
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