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iainr
iainr
Contributor ⭐️⭐️⭐️⭐️
September 8, 2021

Word cloud report for timeline

  • September 8, 2021
  • 4 replies
  • 61 views

I know I’ve mentioned this to our client outcomes manager in the past, but wanted to raise it here to see if it is under consideration.

Currently it is possible to use Text Analytics on survey responses to create word clouds.

I’d love to have this functionality available elsewhere, specifically as a report type for running reports on Timeline content. Ideally I’d like to get to the end of a customer contract and produce a wordcloud to give a quick high level overview of the most common topics that have been discussed and logged by their CSM in that contract year.

Is this something that is already planned for Horizon Analytics? Thanks

    4 replies

    sarahmiracle
    sarahmiracle
    VIP ⭐️⭐️⭐️⭐️⭐️
    September 8, 2021

    Very cool idea!

    Customer Success Systems Admin @ Amplitude, 3x Gainsight CS Ops Product Council Member
    Cornelia
    Cornelia
    Contributor ⭐️⭐️⭐️⭐️⭐️
    September 9, 2021

    Hey @iainr, thank you for your post. This does seem like a cool idea @sarahmiracle :) 
     

    Looping in our Product Manager to take a look at the idea and get back to you with the possibilities around this. 

    soumitrasahu
    soumitrasahu
    Helper ⭐️⭐️
    September 9, 2021

    @iainr Thank you so much for sharing this idea. This is not in our plan currently as we have some other high priority items to build. But we will definitely start exploring the solutions for this.

    Could you be able to tell us what kind of actions you would like to take after looking into the word cloud report?

      iainr
      iainrAuthor
      Contributor ⭐️⭐️⭐️⭐️
      September 9, 2021

      That’s great, thanks!

      The main ways I can think of that we’d want to use this report type would be:

      • Exporting the word cloud as an image for use in presentation decks with customers
      • Using the report on dashboards with global filters
      • Embedding the report onto Gainsight Home so each CSM can see an overview of ‘what my customers care about’

      This data would be valuable to us in a few ways:

      • For analysing trends across our customer base, and different subsets of it and sharing these insights with other teams internally
      • For identifying pain points and areas of interest that individual customers are commonly talking to us about
      • For providing our CSMs with guidance on interesting topics and areas to conduct proactive outreach for different customers
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