During your journey with CC there will be times that you need to reach out for assistance. This article explains who to contact for the various items that may come up.

 Onboarding Manager

Whether you complete a self-service onboarding or work with someone through guided onboarding, you will have someone from the Onboarding Team available to connect with you. Your sales person will introduce you to your Onboarding Manager. Your Onboarding Manager will be your main point of contact at CC during the first steps of your journey. You can either send them an email or tag them in a card in your Asana Board. 

Your Onboarding Manager can help you with following topics (outside the regularly scheduled onboarding sessions - applicable if you are completing guided onboarding):

• Onboarding-related process questions.

• Questions about features and functionality of the CC platform.

• Best practices before, during, and after launch of your community.

• Connect you with additional resources from CC, like a Technical CSM, a Community Expert, or the Support Team.

• Submitting tickets to the support team for technical issues or bugs.

Should you ever want to connect with the head of the CC Onboarding Team, you can reach out to Robert Lakin, Manager of Professional Services at Gainsight, at rlakin@gainsight.com.

️ Support Team

The CC Support Team will be responsible for assisting you with all technical issues that may arise during your journey with CC. Their job begins when the system is not working properly and you are not able to resolve the issue yourself. Please also note that they are available to assist you with time-critical items, as well. To contact them, please visit: https://community.insided.com/p/support

From there, we recommend that you create a Zendesk account with us, so you can track all your tickets as well as look at historical ones. We guarantee a reply within 24h during workdays. If you are unsure of who to contact for any issue or question, please feel free to contact support who can always point you in the right direction.

Some examples when to contact the Support Team:

• Changing your URL.

• Adjusting your Webmaster Email.

• Users unable to register for the community.

• SSO-related technical questions or issues (if applicable)

• Integrations-related technical questions or issues (if applicable)

You can also check out this wonderful article written by Julian for more detailed information on the Support Team.

PLEASE NOTE: During Onboarding, we encourage you to first contact your Onboarding Manager. They can work through and resolve the issue with you or submit a ticket to the support team on your behalf.

 Customer Success Manager (CSM) and Digital CS

Towards the end of your Onboarding journey, your Onboarding Manager will transition you to one of CC’s CSMs or the Digital CS Team.

If you have a dedicated CSM, the handover will be completed during a call, during which your CSM will introduce themselves, discuss some initial success metrics, and take over as the main point of contact. Your CSM will meet with you in regular intervals during your journey with CC and collaborate with you to ensure that your community is successful and continues to deliver value to you. When in doubt, your CSM’s email is their first initial followed by their last name @gainsight.com - for example, John Doe’s email would be jdoe@gainsight.com.

You can also reach out to Valerie Molina, CC’s Customer Success Team Lead, should you need to speak to someone from the leadership team, at vmolina@gainsight.com.

If you are working with the Community Success Team, please send an email to communitysuccess@gainsight.com. 

A final note on your CSM and Digital CS - they are not a replacement for the Support Team. Similar to what we outlined above, you can always raise issues with them first, however we always encourage you to submit a ticket when any part of your community is not working correctly or you require technical support.

Here are some additional resources that may be relevant:

 Contracts, contractual questions, contract renewals, or additional services: 

For questions regarding items of contractual nature or those of purchasing additional services, you should reach out to your CSM or the Community Success Team (communitysuccess@gainsight.com). They will work with and connect you to the appropriate resources at CC. Our team will then provide you with the requested information regarding specifics of your contract, cost of subscription, or making amendments to your contract.

 Finance questions: 

For questions regarding financial conversations, please reach out to the CC Finance Team at finance@insided.com

 Professional Services:

If there are technical tasks that you do not have the resources to take care of or simply would like us to take care of, you can reach out to our Professional Services team. They can build integrations for you, work on custom design, build custom scripts, etc - essentially anything that you do not directly have the resources to do yourself. They are also set up to offer some ‘private’ training sessions post-onboarding, if the need ever arises. You have a choice of either purchasing ‘hour pools’ - this locks in price per hour and can be allocated on a desired basis - or purchase a single project at a time. Initial consultations are free of charge, and the Professional Services team is happy to discuss your needs and/or goals, and then provide you with an estimate of the cost.

You can ask your Onboarding Manager, your CSM, or the Community Success Team to put you in touch with our Professional Services Team. Alternatively, you can also send an email directly to insidedproserv@gainsight.com.

LAST UPDATED: June 22, 2023