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6 Gainsight Integrations to Improve Your Customer Success
When you integrate a customer success platform like Gainsight with other tools, your customer support team gains a complete view of your customers.
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GAINSIGHT INTEGRATION
Stronger Customer Health Starts Here
Stop combing through support tickets and start acting on high-value signals within Gainsight.
Holistic Customer Success means end-to-end visibility of your CX
The most successful companies are removing the blinders and automatically reading the interactions occurring in their support tickets to improve the customer experience.
Take Advantage of Support Insights
When you connect SupportLogic to your CRM, the high-value signals hiding in your ticketing system can be pushed to the Timeline or a Custom Object in Gainsight.
This allows Customer Success to stay aware of the support experience at all times and avoid combing through tickets, letting them deliver a more holistic customer experience:
- Driving expected outcomes and growth
- Being the trusted customer advisor
- Getting proactive on issues
- Bringing the VoC to product development
Built on What You Already Use
SupportLogic plugs into your existing ticketing system and reads 100% of your tickets. There’s no “rip and replace” or deep coding required.
From there, insights and alerts are extracted and pushed to Gainsight using the API key you provide. Our secure, self-service design means control of your data stays with you.
Gainsight + SupportLogic unlocks a host of benefits for Customer Success:
Extract the VoC from support tickets
Actively monitor top customer issues
Stop firefighting customer escalations
Understand and act on negative sentiment
Act on customer churn predictions
Pinpoint and reduce product friction
Frequently Asked Questions
What’s included in the Gainsight integration with SupportLogic?
SupportLogic sends support insights and predictions to Gainsight that allow CSMs to take immediate action to improve customer health. The integration pushes the following events to the timeline:
- “Negative sentiment” signals
- Signals predicting that a support case is “likely to escalate”
- “Churn risk” signals
These allow CSMs to proactively use support insights to:
- Level up customer relationships
- Reduce firefighting customer escalations
- Boost revenue retention
How does it work?
SupportLogic connects with your support ticketing system (Salesforce Service Cloud, Zendesk, Freshdesk, Microsoft Dynamics, ServiceNow, and so on), continuously monitors the support tickets, extracts customer signals (frustration, confusion, negative sentiments etc), and predicts customer events in advance.
SupportLogic then connects to Gainsight via API. Whenever SupportLogic detects a notable event, it will push the event to the Timeline and the customer account where this signal was detected.
To enable this, we recommend that you create a user in Gainsight with appropriate permissions. On the SupportLogic side, you can provide Gainsight connection details such as Gainsight domain, Gainsight API key, and the email of the user that created for this integration. Once the connection is established, SupportLogic will automatically push notable events to Gainsight.
Which events are synced to Gainsight?
Three types of predictions are sent to the Gainsight Timeline:
- Language patterns from support cases that predict a Customer Churn Risk
- Predictions on cases that are Likely to Escalate (LTE)
- Negative sentiments expressed by the customer in support cases, such as Profanity, Frustration and Lack of Progress.
Which version of Gainsight is supported?
The SupportLogic integration with Gainsight will be available starting with Gainsight NXT.
How frequently is the data synced?
SupportLogic syncs events to Gainsight as soon as they are detected.
How much does this feature cost?
SupportLogic employs a usage-based pricing model. Events pushed to Gainsight will be counted as an Events API and charged 25 credits per push. Contact your Account Executive for full credit table details.
How does it show up in the timeline? What specific fields are included?
A SupportLogic signal is sent as an event to the Gainsight Timeline and displayed as an activity log on the screen.
Event details include Event name, Event note (description), Activity Type (default to “Update”), Created By, Activity date, Internal Recipients, and External Recipients.
What happens if a Likely to Escalate (LTE) prediction occurs in SupportLogic but the prediction is removed later?
SupportLogic will register the LTE event in Gainsight. If the LTE prediction is later removed then no further events will be registered in Gainsight. However, if the user views the case in SupportLogic, they will be informed that the case is no longer predicted to escalate.
What happens if an LTE case is snoozed or marked ‘disagreed’ within SupportLogic?
When a LTE case is reviewed and addressed inside of SupportLogic, on the Gainsight Timeline page the event will remain the same, but when the user opens it inside SupportLogic they will see the relevant status on the SupportHub timeline. In addition, the Escalation Review panel will display “View escalation review” instead of “Start escalation review”.
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