Staircase AI by Gainsight Reviews

Very simple to navigate; quick and easy to use for new teammembers.

Dashboards and filtering could be improved

Understanding customer journey leading to churn

As the Head of CS and AM at a scaling SaaS organization, I have found Staircase.ai to be an increasingly valuable platform for my team, both manager and individual contributors. My experience working with Kate Neal, our Staircase.ai CSM, has been nothing short of stellar. I've found Kate to be a trusted consultant and incredibly professional. Kate has also championed for product updates on our behalf and the Staircase.ai product dev team has consistently delivered. I am excited to see the continued evolution of the platform and increased usage across our organization.

It is a lot of data, you need to make sure to operationalize it, act on it, and use it regularly.

Staircase AI helps to surface, summarize, and simplify email and zoom communication between CSMs, AMs, and our customers. It can be so cumbersome to search for activity history in Salesforce, Staircase AI gives a bird's eye view of communication, uses AI to analyze, and helps me to quickly identify issue areas. Staircase.

For me, Staircase AI shines brightest in its comprehensive approach. The StairCase.Ai team's dedication to our success and the customer support provided, combined with the platform's real-time visibility, empowers me to manage my team with a new perspective.

We were able to successfully implement in no time at all (very easy integration) and the UI was very easy for the teams to quickly adapt to using, a true example of time to value for all vendors.

Insights and notifications right when you need them. Unprecedented, unmediated visibility into what's really happening in the field.

Adding a task management facet to the tool would make it easy to keep it as a single CSP.

Staircase AI helps me oversee customer services across the entire install base and address issues as they arise and before they escelste. Staircase's insights and sentiment measurement play a pivotal part in my health scoring system.

There are a number of features I absolutely love about the tool. The executive summaries in the dashboard and per account allows you to understand the latest activity with a quick glance. The AI churn analysis offers immensely valuable feedback closing an otherwise difficult loop to close.

There does appear to be a lag when loading the tool that is likely associated to the number of accounts that you sync.

Valuable insight into our accounts and notifications to help drive greater engagement with our customers to reduce churn risk and enhance overall customer satisfaction

Staircase is one of the best pieces of technology I have ever purchased. First, it was truly a 1-day implementation. On the first call with the CSM, we simply connected to our systems using pre-built connectors, waited for the data to populate, and was off the the races.

The amount of data that comes in can be staggering, but Staircase is very good at providing uses cases and sharing how they use the product themselves. Once we worked through all of that, I felt like I have a complete picture of my entire customer base. There is nothing I do not know about my customers and gives me the ability to be reactive in the right way.

The insights it finds and raises from day-to-day communications are key to maintaining good visibility to all of your customers.

Teams can be hesitant to adopt new and additional tools. I would suggest to use the alerts and to use it as part of your Account Review process to get the most from it.

This allows us to have more visibility to the important things for all our customers.

Staircase AI delivers immense value, helping me better understand my customers and team. The insights it provides are crucial for making strategic decisions about our business. Staircase unlocks the elusive qualitative layer of the customer quotient, unlike any tool I've used before. We currently use this to manage existing customers, but ready to make a business case for prospects. Also, it's important to mention that onboarding was done in a matter of hours (not days or weeks like other tools), and the team is always ready when I have questions or need support.

It's not a dislike, more of an ask. Staircase has many native integrations, but there's always room for more. Additional Call Intelligence integrations and SFDC object syncing would be good additions.

Holistic view of account management

Ease of use and how responsive the team is.

Going through hoops to setup an AI vendor due to privacy laws.

It's helping solve for customer sentiment, particularly around areas where account teams are lacking visibility or sharing across teams, which makes us better equipped to respond holistically as a business.

It is an intuitive and easy-to-use tool. It is the fastest way to understand where you are with clients, who to prioritize, who to contact, what is pending. the reports are very good.

Good use of AI

If it could be integrated with more tools it would be beneficial for it to become the only tool for daily use. Additionally, if there were more possibilities to customize certain metrics (health score for example)

quick insights to understand how my clients are doing