Hello there, Education Friends!
My name is Kat Kenny and I lead the Customer Success teams here at Gainsight for our CE (Customer Education; FKA Northpass) and PX (Product Experience) products. CSMs are here to help provide industry and product best practices, thought leadership, and aligning on your goals to ensure we are customizing recommendations to help achieve desired outcomes. Ultimately, we want to ensure you are getting value from our product and that you are able to measure the impact to the rest of your company.
Scale & Efficiency
I think we’re all feeling and hearing that we are in the Era of “Do More with Less”. Especially since AI has entered the picture, companies are looking to understand how to become more efficient, scale their efforts, and identify more 1:M methods to exponentially increase efficiency and decrease cost to serve(here’s a great blog post about how Customer Education and Community play a big impact on this topic!). This also increases stickiness, customer sentiment, and product adoption by allowing users to accelerate TTV quickly through Digital/Self-serve motions.
I sat with my team of CE CSMs to better understand what are the most frequently asked questions that we could look to scale and improve our customer’s abilities to self-serve. In fact, according to Salesforce’s 2023 State of the Connected Customer report, 57% of users say they prefer self-service over human interaction.
At Gainsight, we really focus on “drinking our own champagne” (or eating our own “dog food”, but I’ve always preferred the more classy champagne reference ;) ). So, in an effort to do this and ensure you all have the right resources, I’m launching a series of the most popular FAQ’s, allowing you quick access from your fingertips to action within your academy. This will also provide evergreen resources to be referenced time and time again!
First thing’s first, let’s make sure we cover the resources available to you:
- Help Center - here is a link to our Help Center. You can use the Search Bar function at the top to search common topics (ex: Milestones as pictured below)
- Academy - here is a link to our very own Academy! Talk about drinking our own champagne ;) We have tons of great, bite-sized courses and learning paths available
- Support - You can reach out to our Support team at cesupport@gainsight.com for any troubleshooting or break/fix items.
