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"An AI is only as good as the data it learns from."

Staircase provides incredible insights for our business already around retention, engagement, sentiment, and expansion.

How can we take it further?

We need it to know more about our business so that it has access to all of the information we would want it to crawl when our users ask it for recommendations and next steps.

Why Would this be Important?

  • Maximizing Value Delivery to the Customer - Helping CSMs close any knowledge gaps by allowing them to see what’s been missed or overlooked.
    • Imagine a query like “Help me identify top adoption opportunities for my entire book of business”
  • Unlocking Expansion Opportunities Across the Entire Business - Credit to ​@dcassidy for sparking these ideas - Imagine what that could do for the Expansion Analysis. Looking at 100-ish products against companies with a similar profile and "company x benefits from adding product abc" and guiding the CSM on how they might work through that with the customer.
    • Imagine using a query like “complete a whitespace analysis across our entire segment/customer base and suggest the top adoption/expansion opportunities”
  • Taking EBR/Strategic Conversations Further
    • “Based on my customer’s desired outcomes and business challenges, which solution/features can we recommend to them? Include value proof points from other customers who have shared that this has helped them”
    • "What LMS courses would by customer benefit from taking, based on their knowledge from the tickets, community posts, product usage, etc?”


We need Staircase to be able to crawl data sources like:

  • LMS platforms - understanding what learning courses are available to our customers
  • Community platforms (and not just Gainsight’s) - understand what our customers are saying, common solutions to our customer’s problems, ideas, etc.
  • Knowledge Bases - Crawl all of the knowledge base articles and product information
  • Public Websites (ours, our distributors, our partners, and our competitors)
  • Telephony platforms (transcripts) - where our support teams will be communicating with customers beyond simply the ticketing platform for live support, field service requests, etc.

I’d view all of this as beyond simply an integration--the need is for Staircase to actually “crawl” and “ingest” this information.

+1

Adam’s ideas are great! Here are just a couple of use cases I can add to support this:

As my SFDC team is building out customer communities/community forums, it would be really cool to see if Staircase could crawl the community posts to understand our business and the users/data/sentiment a little more. 

We have a lot of impassioned users who spend time on our Idea Board (Aha, in our case) and it would be interesting to see if Staircase could look at what people are saying related to Product X and capture that as engagement/sentiment. 
 

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