Staircase AI by Gainsight
GainsightReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
52 reviews
from
External reviews are not included in the AWS star rating for the product.
Expansion strategy enablement with powerful customer's insights
What do you like best about the product?
Staircase AI platform is amazing at helping reveal the potential question in accounts. It’s the fastest in escalating risks and supports uncovering new growth opportunities
What do you dislike about the product?
As we know, data integrity and consistency across different systems are always a challenge. I wish we could easily integrate Staircase AI with the rest of our CS tools and make it work smoother without any manual interventions. I do know for a fact that this will be available sometime soon...
What problems is the product solving and how is that benefiting you?
I joined Stoke around a few months ago. Having Staircase AI, helped me hit the ground running. I was familiar with all accounts in a matter of 2 weeks, something that could have easily taken me months if done manually. The benefits go way beyond the onboarding process. It helps you know everything about your customers in a beat. Staircase AI’s impact has been instant.
Best CS tool for cross-department collaboration and alignment
What do you like best about the product?
Staircase provides us with a unique perspective into our customers’ true health, and plays a key role in creating more transparency within our entire customer base.
All functions benefit from the Staircase platform insights - Customer Success, Marketing, Product, and Sales. In the past, we had to wait for CS feedback for NPS results to extract information about customers for expansion, mitigation or advocacy, but now we can now discover how customers feel about specific features or topics automatically. We use the Sentiment Score and Topics features, which cover close to 100% of our customers' feedback.
All functions benefit from the Staircase platform insights - Customer Success, Marketing, Product, and Sales. In the past, we had to wait for CS feedback for NPS results to extract information about customers for expansion, mitigation or advocacy, but now we can now discover how customers feel about specific features or topics automatically. We use the Sentiment Score and Topics features, which cover close to 100% of our customers' feedback.
What do you dislike about the product?
Nothing to be honest. We have a couple of product enhancement requests that can help the entire company align better in regards to customer health status, but nothing major.
What problems is the product solving and how is that benefiting you?
Focusing our efforts on the right customers and discovering growth opportunities.
Identifying advocates and accounts at risk.
Visualize high-level customer data to make business decisions.
Identifying advocates and accounts at risk.
Visualize high-level customer data to make business decisions.
Impactful insights and almost nothing human inputs needed
What do you like best about the product?
Amongst many other things, the fact we can onboard accounts in minutes and start getting insights immediately is what impresses me the most
What do you dislike about the product?
I don't see any immediate downside. If Staircase wants to include CS flow in their tool, maybe that'd be helpful in the future
What problems is the product solving and how is that benefiting you?
Giving visibility about clients communication and sentiment
VP of Customer Success
What do you like best about the product?
The visibility of accounts that are at risk, and the personal touch by their CSM and executives
What do you dislike about the product?
The product is still pretty immature and a lot of data is still missing
What problems is the product solving and how is that benefiting you?
Visibility of red accounts
Great Tool For Tracking Stakeholder Conversations and Engagement
What do you like best about the product?
I've been managing CS teams for 10+ years. One of the key challenges that any team faces is ensuring engagement with both daily users (Campions) and key decision-makers/buyers (Executive Sponsors). Staircase makes that easy! I can track engagement trends over time, and group accounts that are in Pilots or have renewals coming up in the next 6 months. More than once, Staircase has helped me track important email conversations and follow-ups discussed at the account level. Staircase is easy to use, and the support team is amazing, I'm a fan!
What do you dislike about the product?
I do not have anything negative to say about Staircase. New features come out regularly, and the team is eager to listen to what challenges they might be able to help me solve.
What problems is the product solving and how is that benefiting you?
Stakeholder monitoring and tracking of important conversations and follow-ups. I'm also able to sync data from Intercom to track logins and support conversations.
Exceptional tool for CS departments who want to know what's going on with their clients
What do you like best about the product?
Excellent tool that is truly helping us stay on top of our relationship tracking with our customer base.
The solution helps provide valuable insight into what our customers are talking about, where we have gaps and how they're using our solutions.
It has also helped us identify both risks and opportunities, and assess them in time.
The solution helps provide valuable insight into what our customers are talking about, where we have gaps and how they're using our solutions.
It has also helped us identify both risks and opportunities, and assess them in time.
What do you dislike about the product?
It's a really good solution in it's early days. Much more to come from this team. Proud to be a part of the journey.
What problems is the product solving and how is that benefiting you?
primarily relationship tracking, sentiment analysis and allowing a pro active approach towards customer success.
Incredible product for anyone serious about Customer Success.
What do you like best about the product?
Staircase gives our organization insights into our customers that we could not get anywhere else. Their real-time sentiment analysis allows our team to take a proactive approach and get ahead of any potential points of friction with our clients. Additionally, it provides insights to better understand how our clients engage with our products and services which helps inform product, marketing and other stakeholders. Would highly recommend to anyone in CS.
What do you dislike about the product?
Newer product that continues to take our feedback and enhance features based on our feedback. Great team and incredible support!
What problems is the product solving and how is that benefiting you?
The days of relying on a once-a-year NPS score are over. Staircase provides deeper insights into customer sentiment that allows CS teams to better support client relationships.
A great tool for understanding your customers
What do you like best about the product?
Staircase's sentiment analysis really helps you understand the status of your customers, if there is a risk for churn, or extra communication deeded with them.
What do you dislike about the product?
While you can set up integrations with multiple applications, if you communicate with a customers over multiple platforms it's difficult to connect all communications
What problems is the product solving and how is that benefiting you?
Staircase is helping me understand what customers need more communication in order not to churn, as well as has some snazzy reports for understanding their sentiment and usage.
Huge productivity booster, great service, best technology
What do you like best about the product?
What I like best about Staircase is its simplicity. As a former Totango user, it took us ages to implement and even more to get used to it and adopt.
Staircase understands the challenges of the CSM and makes it perfectly easy to interact with the platform, gain insight and optimize outreach.
I believe we use everything Staircase offers - from stakeholder changes to engagement and sentiment trends, everything is a crucial input to our health score and playbook mechanism.
Staircase understands the challenges of the CSM and makes it perfectly easy to interact with the platform, gain insight and optimize outreach.
I believe we use everything Staircase offers - from stakeholder changes to engagement and sentiment trends, everything is a crucial input to our health score and playbook mechanism.
What do you dislike about the product?
Nothing, Staircase answers all our needs, and beyond.
What problems is the product solving and how is that benefiting you?
I believe Staircase solves us
(1) true scoring by using AI to measure relationships - its both automated and objective
(2) Identifying account risks that are hard to spot - they combine many factors such as product engagement, communications velocity, sentiment and more to track anomalies in customer behavior as a whole.
(3) analysing customers journey and major events - the platform has a customer live customer journey view that helps investigate events.
(1) true scoring by using AI to measure relationships - its both automated and objective
(2) Identifying account risks that are hard to spot - they combine many factors such as product engagement, communications velocity, sentiment and more to track anomalies in customer behavior as a whole.
(3) analysing customers journey and major events - the platform has a customer live customer journey view that helps investigate events.
The only platform that reveals the potential questions in accounts
What do you like best about the product?
I like Staircase AI’s stakeholder view and relationship + sentiment score capabilities.
The chatter topics feature is pretty cool too, and helps CS+product+marketing be aligned and communicate on the most striking topics customers experience.
The chatter topics feature is pretty cool too, and helps CS+product+marketing be aligned and communicate on the most striking topics customers experience.
What do you dislike about the product?
Nothing much to say here. We’re aware of the capabilities and limitations, and we use Staircase AI to complete our current stack.
What problems is the product solving and how is that benefiting you?
We had a few major issues that Staircase helped us solve.
Identify real risks and not false-positives
Optimizing CS outreach performance
Setting stakeholder KPIs that can we can meet
Identifying opportunities for upsells and customer collaboration
Identify real risks and not false-positives
Optimizing CS outreach performance
Setting stakeholder KPIs that can we can meet
Identifying opportunities for upsells and customer collaboration
showing 41 - 50