Does Gainsight have a way to integrate the analytics from platforms such as Jive and Lithium so that the Community activity of a customer can also contribute to their health score and alert to any potential issues?
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We don't have productized integrations with Jive or Lithium but there are options for integrating this data into Gainsight (we do this with our provider Get Satisfaction by leveraging their SFDC Integration).
Prerequisites:
a. You need to be able to tie the activity within your community to the SFDC Account - that can be through a user ID or customer ID that maps to the SFDC Contact or Account respectively.
b. What metrics do you want to track? We track posts, replies, me-toos and categories by user over time. Community participation can definitely be a good measure of engagement. We also have a view of specific Ideas that users post in our Community on our Customer 360 page.
Options for Integration
1. Leverage a SFDC connector that updates SFDC objects if Jive or Lithium have that available.
2. Set up new subject area and load data via our REST API. This would allow you to generate CTAs, use in Copilot, reporting and C360 views for this info (dependent on pre-reqs)
3. We are going to be introducing a new option (as an alternative to sFTP) that would allow you to post a CSV and schedule uploads in that mode.
4. Some communities have the capability to embed tags on the pages so you could use Segment, Google Analytics or MixPanel to track activity on the Community and leverage our connectors to bring into Gainsight (still requires id matching as described in Prerequisites)
Generally, would recommend looking at #1 or #2 as the most scalable approaches.
Prerequisites:
a. You need to be able to tie the activity within your community to the SFDC Account - that can be through a user ID or customer ID that maps to the SFDC Contact or Account respectively.
b. What metrics do you want to track? We track posts, replies, me-toos and categories by user over time. Community participation can definitely be a good measure of engagement. We also have a view of specific Ideas that users post in our Community on our Customer 360 page.
Options for Integration
1. Leverage a SFDC connector that updates SFDC objects if Jive or Lithium have that available.
2. Set up new subject area and load data via our REST API. This would allow you to generate CTAs, use in Copilot, reporting and C360 views for this info (dependent on pre-reqs)
3. We are going to be introducing a new option (as an alternative to sFTP) that would allow you to post a CSV and schedule uploads in that mode.
4. Some communities have the capability to embed tags on the pages so you could use Segment, Google Analytics or MixPanel to track activity on the Community and leverage our connectors to bring into Gainsight (still requires id matching as described in Prerequisites)
Generally, would recommend looking at #1 or #2 as the most scalable approaches.
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