Introduction
Customer Success thrives on collaboration, but disconnected tools and siloed data can hinder alignment across teams. Integrating Gainsight insights into tools like Slack, Salesforce, and Zendesk enables seamless collaboration, ensuring that every team member has access to actionable customer data in their preferred workspace. This article will guide you through embedding Gainsight insights into collaboration tools to improve communication and drive efficiency.
Step 1: Identify Insights to Share Across Teams
Determine which insights are most valuable to share in real time with different teams.
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Customer Health Metrics: Share health scores and risk alerts to help Sales and Support prioritize at-risk accounts. Use Scorecards to configure and track these metrics for actionable insights.
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Upcoming Renewals and Opportunities: Provide visibility into upcoming renewals, upsell opportunities, and ARR trends to align Sales with Customer Success goals.
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Support Ticket Trends: Share support-related insights, such as unresolved tickets or recurring issues, using Timeline.
Step 2: Embed Insights in Collaboration Tools
Integrate Gainsight data into tools your teams already use daily.
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Slack Channels: Use the Slack Integration to send automated updates to relevant Slack channels. For example, notify teams when a customer’s health score drops or a high-priority CTA is triggered.
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Salesforce Dashboards: Embed Gainsight dashboards into Salesforce to give Sales direct visibility into customer insights, such as account health and open CTAs. Refer to Data Platform and Connectors for setup guidance.
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Zendesk Widgets: Integrate customer health data into Zendesk using the Zendesk Integration, allowing Support to align on escalations or unresolved issues.
Step 3: Enable Proactive Collaboration Through Notifications
Ensure teams are alerted to critical updates in real time to drive action.
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Automate Notifications for Key Events: Configure notifications for changes in health scores, overdue CTAs, or upcoming renewals using the Rules Engine.
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Push Notifications to Tools: Set up Slack and email notifications to alert teams about critical updates. Use Gainsight’s integrations to keep teams informed and aligned.
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Track Notification Impact: Use Cockpit Analytics to monitor the effectiveness of notifications and adjust triggers as needed.
Next Steps for Success
With Gainsight insights embedded into collaboration tools, focus on aligning cross-functional efforts. Refer to the article Promote Cross-Team Collaboration on Key Accounts to learn strategies for deeper collaboration on high-priority accounts.
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