Singular Saw a 2x Increase in QBRs and Improved Customer Engagement with Staircase Al by Gainsight
As Singular expanded into new markets, the team recognized the need to scale its customer support operations due to increased demand on its CS team.
in average monthly QBRs
number of customer reviews
in team members leveraging Slack alerts
You can sometimes not pay enough attention to the quiet high-touch accounts since the loud ones take up all your attention. Staircase Al tracks customers that have gone dark and require attention accurately.
In Brief
Singular empowers marketers to futureproof their growth with next-gen attribution and analytics. It provides a holistic solution that combines mobile attribution with industry-leading cost aggregation, flexible ROI analytics, and automatic loading directly into BI tools. Top marketers from LinkedIn, Rovio, Microsoft, Lyft, Twitter, EA, and more rely on Singular for a 360 view of their marketing performance.
The Singular team turned to powered sentiment and engagement metrics in Staircase AI by Gainsight to gain real-time insights into their accounts quickly and without the manual work.
Challenge
The main challenge was keeping a lean CS team effective and productive with its CS platform despite the company-wide shift to mid-market models.
Singular’s strategy shifted from 100% enterprise to include SMBs and mid-market companies. This meant that the Singular CS team was now dealing with more accounts, moving from dedicated CSMs to a one-to-many approach, while still working with traditional Customer Success platforms and manual processes.
With manual tasks piling up and everything being analog, how could CSMS keep customers engaged? What about account stickiness? It was getting hard to break things down accurately due to the lack of accurate real-time customer data. With traditional tools and solutions in play, all of these questions could only be answered through a 1:1 conversation with each CSM – an increasingly unrealistic task.
Managers would have to dig or guess if a customer has been reached out to or not, ultimately relying on manual CRM feedback. This presented holes in the story.
Solution
A customer intelligence solution that leverages Al to scan and analyze communications and proactively alert users in real-time to eliminate manual reliance.
With Staircase Al by Gainsight, Singular leverages out-of-the-box and Al-generated sentiment, engagement and other relationship metrics to get alerted once something’s off in real-time. This gives a very clear and unbiased idea of the account, always in the right context, by considering things like tiers, relationships, engagement trends, etc. It has a complete picture of each account.
A surprising change discovered by the Singular team is that the efficiency boost provided by Staircase Al by Gainsight enabled the team to double QBRS with customers and improve customer engagement dramatically. Singular is now doing 2x more monthly QBRS on average, compared to before implementing Staircase Al by Gainsight. This is thanks to millions of touchpoints recorded automatically into every customer card, automated scores, and Al-powered insights that help the CS team move from investigation and data logging, to strategically leading and planning each account, successfully boosting the capacity for QBRS.
Features that the Singular team is finding particularly useful include:
- Real-time Slack alerts, improving response time
- Unbiased health scores and sentiment scores
- Live & automated customer account overview
- Automated account and meeting summaries
- Out-of-the-box efficiency and workload management reports
Staircase Al gives us something no other solution can provide – a clear understanding of the frequency and quality of our relationships with customers. It’s a whole other dimension that we couldn’t explore before.
