Hi,
Our teams have been using the Gainsight Zoom App frequently to access Gainsight information from within a Zoom Meeting with customers. So far we have two core areas of feedback that would greatly improve the experience from our perspective:
- Better company/contact detection: per the Gainsight engineering team, the only way for automatic company/contact detection to work on a meeting is if the person who schedules the meeting is also a Gainsight user. It’s quite common that someone outside of Customer Success might schedule a meeting with a customer that a CSM then joins. There shouldn’t need to be a linkage between the person who schedules the meeting and if the company/contacts can be detected. So long as at least one contact on the meeting is associated with a company record in Gainsight, the app should automatically load the company/contact details within a Zoom Meeting regardless of who schedules the meeting. Based on the size and various roles that work with our customer base, the current set up leads to the company/contact detection only working about 20% of the time which is not a great CSM experience.
- More admin customization of C360 tabs: as of today it seems like the C360 tabs that get pulled into the Gainsight Zoom App are limited to ‘Attributes’ sections in addition to some out of the box options like ‘Timeline’, ‘Scorecard’, and ‘People’. It would be great to expand these options - ‘Cockpit’ for example so CSMs can view and create CTAs in a meeting or more custom tabs from the C360 like the ability to include ‘Relationship’, ‘Survey’, and ‘Reports’ as options to view within the app experience. This would allow for a more well-rounded view into the customer and provide admins more control over what shows up for CSMs.
Thanks for your consideration!
Ryan