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Thank you to everyone who attended our webinar “Combining the Power of Customer Communities (CC) with Gainsight CS”! The session recording along with the deck can be found below. 

Key Takeaways:

  • A healthy Customer Community has many positive impacts, a lot of which directly impact your Customer Success motions. Because the goals of these two products align so well, there are many opportunities when using these tools together.
  • You can utilize reports and dashboards to keep your CSMs, Community Manager, and Executives informed of Customer Community activity. This helps identify risks and opportunities across your customer base, in addition to demonstrating the successful outcomes of your Community.
  • You can reach out to your end users at scale using Journey Orchestrator (JO) within CS. JO can send emails and Slack messages as well as award Badges in Community.
  • You can operationalize your internal responses to Community data by implementing a Community Healthscore and Calls-to-Action (CTAs), as well as tracking Product Ideas in timeline to be analyzed by features using Gainsight AI such as Text Analytics and Customer Cheatsheet.
  • There are exciting new features in the immediate roadmap for CC+CS, so you can more quickly advance in your CC+CS maturity.

 

Appendix

Adding the questions from the session here, along with my responses:

Q: Are there any Sightline Vault premade reports/dashboards?

A: Not at this time, but there are out of the box (pre-built) reports and a CSM dashboard coming soon!

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Q: We have CC integrated with our Salesforce. We can see if a contact is member and their activity in community both at contact and account level. What benefits would point out are unique to CC + CS integration that can be a game changer and are not available through SF integration.

A: We have out of the box reports, a dashboard, and Rule & JO templates coming soon that will all use the CC Connector. The SFDC integration relies on Contact data being present in order to associate users to Companies whereas the CC Connector using a series of steps to match the email address of the Community user to a Company, even if there is no Contact record for that user. When the CC Connector can’t make a Company association, the Community user can still be seen in reports.

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Q: How can I add the Community widget to my C360 dashboard?

A: You can find instructions here: https://support.gainsight.com/gainsight_nxt/07360/Admin_Guides/Configure_Summary_Section_in_360

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Q: Can the CSM get notified every time their contact/account joins the community or posts in community?

A: There are a couple different ways you could accomplish this. You could generate a CTA every day for the new users and new posts from the previous day that is assigned to the CSM for that Company. If that would result in too many CTAs, you could have this info in a dashboard that the CSM can monitor to see new users and posts for their book of business.

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Q: A bit off topic, but we use Skilljar for customer education and struggling with custom integration is CE similar solution to Skilljar that has out of box integration to CS? We do have the out of the box Community integration that works great with CS.

A: Gainsight’s CE product does have an out of the box connector in CS that is very similar to the CC Connector. You can read more about it here: https://support.gainsight.com/gainsight_nxt/Connectors/Connect_Gainsight_Products/Customer_Education_(CE)/Customer_Education_(CE)_Integration

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