Staircase AI by Gainsight

I’m creating several reports for team managers in Staircase. I want the reports to be easy to understand, yet impactful, as I expect we can start to use these to quantify the need for extra manpower or to inform our performance reviews. So far, this is what I’ve come up with:  In this particular case, I’ve filtered to a time frame of 90 days; and while some of the team shows “5 days” of effort, others show just a few hours. Can someone share how “Effort Time” is calculated? My working theory is that it includes all emails sent/received, cases worked and meetings had (customer-facing only), and that it does not account for meetings where my org is NOT the organizer.If someone’s “Effort Time” is, for example, 5 days, are we saying that out of 90 days the person has put in 120 hours (24hx5) or is it 40 hours (8hx5)? I want to have a solid understanding before I start making reports for the team managers. (Also a tool tip on that field would be awesome!)  Thanks!

Staircase manages stakeholders by importing them from CRM systems and deducing them from tracked communication. This guide explains stakeholder creation, classification, and management within Staircase.Stakeholder in Staircase will be referred to as:Company Person  in Gainsight Contact in Salesforce## Stakeholder Creation in Staircase### CRM Integration and Domain ResolutionAll existing contacts from CRM accounts are imported into Staircase. Here's how domain resolution works:Note: If you are using Gainsight as your CRM, we only fetch Company Person records (Stakeholders) who are active in Gainsight. This applies specifically to customers using Gainsight as their CRM. Please note that changing a Company Person's status from active to inactive in Gainsight does not update the stakeholder type in Staircase.1. Identify Domains:   - If an account has at least two contacts with the same domain, that domain will be associated with the account, provided no other account has contacts from this

There is a great baseline analysis in Staircase AI titled ‘Accounts dark’.  It would be helpful to export or allow this data set in data designer to develop an audience for JO programs.  Use Case:  Identify the accounts that we have not reached out to, or have been unresponsive as a target audience for a webinar and to drive specific messaging (around capabilities, value, adoption, etc.).

One of my strategic CSMs is interested in getting the Meeting Prep PDFs delivered via Slack. She’s already receiving it via email, but would like both.I’ve already enabled the AI Meeting Summary Slack notification, but I don’t see anything for Meeting Prep. I’d love to see that enhancement added!In the interim, I have provided her with the following prompt to use in the Staircase Slack app, which has been useful: I have a meeting with [Company Name] soon, what do I need to know?Thanks for any help here.

Hello -  We have some CSMs that don’t call their QBRs, QBRs and instead just call them “Quarterly Syncs” or something like that. Because of this the “Missing QBR” insight is flagged for them. They obviously cannot edit a meeting from the past, so we’ve tried the following to get it to go away, and it remains. How can we resolve this? 1. Manually added a meeting and put QBR in the title and description. 2. We’ve created a Lifecycle Event and marked it as QBR.  

In the Churn Analysis Report, are the Reasons listed standard? Or do they change over time based on what it is seeing in the system?  

As a Staircase admin, or Staircase user, we are currently unable to add more filters to help us communicate the right notifications to the right people at the right time.For example, I’d like to suggest a few more options like:ARR threshold - Having the tier/segment filter is helpful, but isn’t the whole picture. We want to include a dollar threshold that allows us to filter out much of the “noise” currently being created by turning on all extremely negative sentiment notifications Topics/Products + Events - i.e. ability to notify on extremely negative sentiment only related to Product X or when a specific topic is mentioned. The feedback from our users right now is that they are getting overwhelmed with too much “noise” of feedback that isn’t relevant for them in emails. We want to help drilldown these further so that they retain their full value in being actionable and relevant for the recipient.

When looking at the relationship details between an employee and stakeholder, the details frequent reference “average”. What is that average based on? Average compared to their normal interaction patterns, other stakeholders on the account, average across all stakeholders, the tier? And is it the same for response time, sentiment, formality, etc?    

Is there a way for us to see if an account is connected to Gainsight via a domain or contact sync? It would be very helpful to have this flag on the account so we know. 

I am finding that a lot of times the “Extremely negative message” Lifecycle event is not what we would consider “Extremely Negative”. In many cases it may have negative sentiment, but it is not in the Extreme Category. What is the best way to calibrate this? I’ve been going through and trying to delete those that it has incorrectly classified, but I’m not sure that is helping to train the model. Any tips for how to improve this?  We have some cases where we have messages in foreign languages being translated via Chat GPT and it is flagging almost every message as extremely negative, even though in most cases they are simply reporting issues or asking for status updates as part of routine business. As you can imagine, a view like this is alarming for our account owners to see, and not accurately representing the customer relationship.   

I got this response in a recent query for “Ask me Anything” in Staircase. Is this a real capability or a hallucination? If it is real, how does “automated watch” work and where would the alert appear?“I will set up an automated watch on future deal notes and implementation projects for those keywords so we’re alerted the moment a true replacement use-case appears.”

Hello Team, If you’re wondering why your meeting summary isn’t showing up in AI Follow-Up (Staircase), here are some simple reasons and tips to help you understand and troubleshoot the issue. How Meeting Summaries Are Created:To generate a meeting summary, two key things must happen:- The meeting organizer’s calendar (Google or Microsoft) must be integrated with Staircase.    Through calendar integration, we retrieve the scheduled calendar event and its associated meeting ids. Please note that if the organizer’s calendar is not integrated, we can still get the meeting event from one of the participants whose calendar is integrated. In such cases, we generate summaries based on meeting provider restrictions. For example, if the zoom authorized user has read access to all meetings and we obtain the meeting ID via their calendar event, we can generate summaries but MS teams won’t allow us to read the transcripts of the Organiser mail was not connected. Additionally, we only read meeting e

When executing the Sync to Gainsight option in Staircase for a missing contact, what information is part of the workflow? I see it sends First Name, Last Name, Email and Company, but it doesn’t seem to send the Title, which is a critical component of a contact entry. Is this an error, or is the title not syncing by design? 

We are a Staircase AI Customer and have Call Summary Upload turned on in Staircase AI to get Timeline entries autogenerated in Gainsight. We do not have AI Follow Up in GS CS turned on. Does anyone know whether we should turn both features on to capture the timeline entries within GS, or do the features do the same thing? Is one better than the other? 

I am looking for some definitions for a few of the insights. Some of them are defined in the help file, however, I can’t find definitions for the following: No Reach-out to Stakeholder Stakeholder not engagedAlso, for the “Account responds slower than usual” insight. How is “slower than normal” defined? Is it based on a global response SLA? Or is it based on the normal response time for each stakeholder? Lastly, are we able to clone and modify an Insight or rename them? We have EBRs not QBRs and our org would like the insight to be called EBR. 

Hi All! We implemented Staircase in or around May. We’ve just started writing the Staircase health/sentiment/engagement scores to our Gainsight instance. Our intention is to, eventually, roll these into our overall Gainsight health scores.Having reached out to Support, I’ve learned that the Staircase scores are updated a few times daily. We’ve created a tracker, but are looking for advice - would it be more prudent to do daily or weekly snapshots? What is everyone else doing? Is there a recommended cadence? Thanks!

We're encountering a bit of an issue with automated emails sent from let’s say renewalreminder@mycompany.com. They are currently being flagged as a "Commercial Discussion" by Staircase, and the email content is coming through in plain HTML.Why is the email content being captured like this?      What options do we have to prevent these emails from being categorized as "Commercial Discussion"?  · For example, if we add an exact phrase or the sender's email address as an excluded term, would that work? · If a customer replies to such an email, would that reply also be ignored/excluded by this setting?   We appreciate any insights or guidance the community can offer!

If you’re using Microsoft Outlook as your calendar and MS Teams as your meeting provider, you may sometimes face challenges integrating Staircase AI for meeting summaries and follow-ups. This guide addresses common confusions and helps you troubleshoot integration issues quickly. What Happens After Connecting Outlook Calendar and MS TeamsWhen you connect your Outlook calendar and MS Teams with Staircase, two applications appear in your Azure Active Directory: 1. Staircase AI  or Gainsight App for Calendar   - App ID: `504f82fe-xxxx-xxxx-xxxx-xxxxxxxxxxxx`2. Staircase AI for Teams   - App ID: `4707327f--xxxx-xxxx-xxxx-xxxxxxxxxxxx`` Important:  - Always verify these application IDs with your IT administrator to ensure you have the correct apps connected.    - Customers using AI Follow-up will see a different app named “Gainsight App for Calendar” instead of Staircase AI.    Why do we have a separate app for customers using AI Follow-up and Staircase customers? → Staircase AI helps you r

Curious on how others are leveraging Staircase data in Gainsight aside from the Staircase Health Score.  Are you adding AI Summaries to Cheat Sheet?  Using Insights or Events to trigger CTAs or automated emails to customers?  How are you documenting follow up on things that Staircase flags for a customer?

Hello Staircase friends! If you’ve ever been curious about the Relationship Heat Map or how to leverage it, take a look at this short explainer video I created:  This video covers how Staircase AI identifies and visualizes relationships between customers and vendors using our stakeholder heat map. You'll learn how to access this feature, which shows the strength of relationships based on communication signals over the last 90 days. Learn more about the minimum threshold for defining a relationship and the various factors that contribute to assessing relationship strength. Additionally, please read this article for more information on the relationship multi-threading strategy.  Please take a moment to explore the heat map and consider how you can leverage this tool to enhance your team’s connections. 

The Staircase AI Executive Dashboard has many use cases - from ELT to managers to ICs like CSMs and AMs. From a tactical perspective, one of the most important use cases of this dashboard view your CSMs and AMs should take is a zero inbox approach to the risk cards (in red). There are 7 out of the box risk cards covering dark customers, churn or sentiment risks, accounts that are single threaded, etc. All things that can potentially lead to real logo or revenue churn if not addressed as quickly as possible.I created a quick video to outline this use case and how each IC can filter the view to their book of business and take action according to what they see:  The team can use the Exec Dashboard directly to action these risks or you can push them as notifications to Slack or email, or send them back to your CRM or GS CS to create tasks/CTAs for your team to action. Check with your CSM for more info on each option if interested. If your team is using this approach already, please share w

The out of the box Staircase AI Health Score is comprised of 4 components: Sentiment, Engagement, Response Time, and Open Items (support). Each component is weighted using a statistical model but can be customized by your Staircase AI admin to fit your needs under (Settings > Configurations > Health Score). To ensure these components are clear and to cover best practices of using each component to address customer risk and opportunities proactively, I created the below video series:  Sentiment Score & Framework Engagement Score Response Time Score Open Items Score Would love to hear about how your team is using these signals to optimize client outcomes and your own business metrics successfully. Let’s discuss in the comments below! 

 Remember when everyone was jumping on the digital transformation bandwagon? When every startup was racing to adopt enterprise-grade solutions? Well, here's a controversial take from someone who sells Customer Success Platforms (CSPs): sometimes, buying one too early can hurt more than help.The Early-Stage Startup ParadoxIf you're running a small company with fewer than 50 employees and managing under 100 clients, you might be tempted to invest in a CSP to "do things right from the start." As counterintuitive as it may sound – especially coming from a Gainsight executive – this could be a costly mistake.Through years of industry observation, we've witnessed countless promising startups struggle with CSPs (yes, including Gainsight) and eventually churn. The pattern is clear enough that it demands honest discussion.Why Small Companies Struggle with CSPsThe challenges are more fundamental than you might think:Data Quality Issues: Early-stage companies often lack the volume and consistency

Transforming Customer Success in a Changing SaaS Landscape Remember 2021? TikTok dances were inescapable, sea shanties had an unexpected revival, and "Squid Game" took over Netflix. In the SaaS world, things were just as vibrant - unicorn startups seemed to appear weekly, and the mantra was "grow fast, worry about profits later." Fast forward to today, and both the cultural and SaaS landscapes have shifted dramatically. While we're debating the latest Taylor Swift theories and "Succession" plot twists, the SaaS industry is facing its own drama. The era of "growth at all costs" is over, replaced by a sobering focus on efficiency and profitability. As interest rates climb higher than platform shoes in a 70s revival, Customer Success teams are feeling the squeeze. But there's a powerful ally emerging in this new world: Artificial Intelligence.Harnessing AI for Efficiency in a Cost-Conscious Market When surveying CS leaders about their priorities, "efficiency" consistently emerges as a cri