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Gainsight Employee ⭐️
AvinashNethi
Gainsight Employee ⭐️
February 23, 2023
New Idea

The Gainsight Assist Outlook Add-in not displaying Inactive or Churn accounts along with Active accounts

Related products:CS Other Features
  • February 23, 2023
  • 1 reply
  • 166 views

Hello Team,

When customers try to use Gainsight Assist for outlook and log into the timeline option they cannot find the inactive/churned companies in the search but when we you take one of the people’s email from that company giving it in "to email " then it is available in search.

Please consider this as an enhancement and let me know if you need any examples or details are required.

    1 reply

    CameronBoettcher
    CameronBoettcher
    Contributor ⭐️
    July 17, 2023

    Hello Gainsight Team!

    My team has been encountering issues utilizing the Gainsight Assist tool due to inactive accounts being displayed.

    For our use case, we may have an account sign up for our services and then churn. It is not uncommon for an account to sign up again. Typically, if the customer contacts us about the account that was cancelled, we can simply get their existing account up and running. If they don’t contact our support team, they will most likely create a completely new account on their own with the same name and start again.

    Within Gainsight Assist, it is now a guessing game for my team when logging emails as to selecting the correct account because they are seeing the new account and old account under the same name.

    Ideally, having an option to exclude inactive accounts from Gainsight Assist or even having the ability to include an additional identifier for each company would be beneficial, as it would help my team be able to locate the correct account and not have to double check to see if the email they logged went to the correct company timeline.

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