Gainsight MCP experiences

Love seeing this, ​@Sanne van Opstal-Brakel 🔥

Your Voice of the Customer agent sounds super interesting, and I’d LOVE to hear more about how you’re using your Advocacy agent!!!

Still exploring more use cases, so watching this thread closely! 

I’m truly inspired by the things you have been doing ​@Sanne van Opstal-Brakel ⭐

I jumped right into creating some weekly reporting for myself and here's what I'm currently building:

1. Weekly moderation of threads: To keep track of best answers marked/native answer rate, average response time, and threads with 0 replies.
2. Ideation moderation: Since we restructured the process for CC recently, I've been looking at weekly reports to see where we're slowing down, how we're progressing, how many ideas are moving between statuses, and which ones need responses from PMs. I'm also planning to dig into sentiment analysis and moderator-specific actions on threads. Gonna fine-tune this over time as it needs a little bit more work.
3. Re-engagement with our 'Explorers' rank: Lurkers with no activity on the community yet. I want to first track how many are moving up the ranks over time to get an average engagement number and then build a re-engagement approach from there.

More to come over the next few weeks. I'll be back to share! 🙂

​@samanthahamlet My VOC agent currently gives me a weekly report that gives me customer signals and round that into clear themes that Product, PMM, CSM Sales etc can act on. It gives me 5 themses with the theme name, mentioned count, sentiment, segments etc. but also flags new themes.. And per theme an anonymized quote. And int he future I hope to expand this agent with multiple sources, like also our roadmap tooling, support platform etc. 

The Advocacy agent gives me the advocated in the community with a readiness score and reason and best-fit ask and an outreach message for this customers. 

I will admit, I did not set this yp 100% myself, but I used the agents of Kevin Lau: https://www.kevinlauresources.com/resources/clg-agents 

And tweaked and updated those so that they work for me. I can highly recommend checking these out. 

​@revathimenon I am interested in learning more about your weekly moderation of threads… can you elaborate a bit on this? I am curious to find out if I can add something like that in my weekly report. 
And same on how your members move up ranks, as we recently restructured our ranks because people we're not moving along / got stuck on the lower ranks. So interested to hear what you set up to see if I can use it as inspiration to set up something similar as well. 

I love that this thread has been started. This is the perfect example of where a community comes into its own with topics like these! 
As well as the usual weekly/monthly data and moderation reports which I think are at the top of everyone’s build list, I’ve explored search behaviour a little more to help me plan my content schedule:

Claude gives me a ranking of search terms in Community that resulted in no clicks, indicating a knowledge and content gap. 
I ask Claude to compare this side by side with our most frequent knowledge-based support tickets (that’s tickets that raised because of a knowledge gap, not an issue with the product)
Claude will then structure a weekly content plan for what topics I need to cover as a priority and can suggest the best format etc., and can even write it for me! 

And an extra step, I like the interactive header banner that Gainsight are using where you can click on the options. I plan to do that for these highly used search terms and keep it on rotation. Surely that can help with engagement.
 

​@Sanne van Opstal-Brakel

For the moderation part: I've connected our Gainsight Community to Claude via the Community MCP, giving it live access to community data across our five product categories.

Every Monday, Claude runs a moderation check and drops a linked checklist into our team's Slack (on approval from me). It flags unanswered questions, questions with replies but no best answer marked, and any category that crossed our 24hr first reply SLA - these are what we are chasing currently.

What used to be a manual dashboard process now runs in under a minute - with direct links to every post that needs action, ready for ​my team to manage first thing Monday morning.

For the ranks: For rank tracking, the Community MCP gives us the total number of promotions per period (e.g. 813 members levelled up between Feb - May), but it doesn't break down which tier members moved to unfortunately. We can't differentiate Newcomer → Contributor → Helper vs Helper level 2 at this point.

As a workaround, I’m using active user data to see where most members currently sit by rank and where to focus my energy on re-engaging them, which gives us a rough proxy. I’m hoping to chat more with product to see how we can go to a tier-level deep tracking.

​@sarahmasterton-brown - that is exactly what I was hoping MCP could do, love that! I can't wait to try it out. Getting that search dead-end list has been on my radar all quarter.

I also love that you have a set up for knowledge based support tickets -  that’s a really smart way to capture them with no fuss!

Do you have that set up within the community itself or on a separate support portal?

Thanks for sharing!

I love that idea ​@sarahmasterton-brown I do already get my search gaps… but I have not gotten around to getting to take action on it, but I like this idea of it searching your Knowledge base to find content to close the gap and then generating and exeucuting the content plan (as fas as possible)

I might start experimenting with it ourselves when I get access to connect Claude to our support & knowledge management system. I know there is a working MCP already I just need to get the permissions for it…

Any lessons learned to take into account when setting this up?

I had not thought about using the headbanner to promote (new) content on search terms without results… also something to keep in mind to actually promote it.

Nowadays I am mostly using the HTML widget and write my own code (with a little help of Claude) to create custom headers. I have running now for our Community World Cup Club House which is getting both new member sign ups and more re-engagement of members...

I might steal this idea from you ​@revathimenon 
‘It flags unanswered questions, questions with replies but no best answer marked, and any category that crossed our 24hr first reply SLA - these are what we are chasing currently.’ 

This is currently a pain in my *** 😣 as I am mostly moderating by myself and I need more support for the unanswered questions. This might actually help me get a better overview and help in from my colleagues

Go for it ​@Sanne van Opstal-Brakel 🤝🏼

Let me know if you face any issues or even better, discover something new out of it that could improve my process even further 😃