Redwood City, CA – May 6, 2015 –
Gainsight™, the Customer Success company, today announced the release of Gainsight CoPilot, a breakthrough product that enables Customer Success Managers (CSMs) to communicate and engage with their customers more effectively at scale, resulting in greater adoption, renewals, and growth. Customer Success teams are measured by their ability to drive retention and add-on sales of a product or service, which requires active communications with customers. However, Customer Success teams face the challenge of scaling their touchpoints with a growing list of customers while resources and time stay constant.
Until now, Customer Success Management products like Gainsight Customer Success Platform have been able to highlight risk and opportunity in accounts to drive suggested actions (Playbooks) by CSMs. However, the actual outreach itself was still manual calls and emails. This meant CSM teams could only stay on top of their largest clients’ needs and were forced to rely on their marketing counterparts to handle customer communications. Gainsight believes that broad-based marketing communications should come from marketing and continues to integrate with Marketo, Eloqua, Hubspot and other Marketing Automation solutions to facilitate this. However, innovative Customer Success teams are complementing marketing campaigns to customers with targeted, personalized, trigger-driven emails from the CSM team.
With the arrival of Gainsight CoPilot, teams can now launch automated outreach natively from within the Gainsight Customer Success Platform using key customer health metrics such as product usage, survey results, and lifecycle stage. Customer Success Managers can also create and leverage email templates to gain efficiency while still providing a personalized experience. Gainsight has worked closely with leading Customer Success organizations to better understand their needs, and the unique new capabilities of Gainsight CoPilot addresses those critical needs head on, making this the first lifecycle communications solution built exclusively for Customer Success teams.
“Customer Success teams are juggling multiple priorities but need to increase their customer touchpoints to drive retention and growth,” said Karl Rumelhart, VP Products at Gainsight. “They require their own sets of tools to engage with their customers and leverage automation to gain efficiency. Gainsight CoPilot is the first and only Customer Communications solution that puts the power of automated customer outreach into the hands of those who know the customer best.”
Amplify the Impact of Customer Success Teams
Customer Success teams need to do more with fewer resources. They need to engage with customers often and effectively to drive success. However, to date, there have been limited tools to help Customer Success teams scale their customer touches. With the arrival of Gainsight CoPilot, teams can now touch customers more effectively. With an ever-growing list of customers coming on board, a CSM team of five can now feel like a team of 100.
“Over 9,000 customers rely on MobileIron to provide the technology platform and services to enable their mobile-first workforce. Given the rapid pace of change in today’s enterprise mobility market, this relationship requires constant communication to help them along their mobile journey and keep them informed of technology innovation and market trends,” said Mike McCarron, VP Customer Success at MobileIron. “What I love most about Gainsight CoPilot is that my team will own that ongoing communication channel with the customer with less of a dependency on marketing for execution.”
“SurveyMonkey believes that nothing should stand between our customers and the information they need to make better decisions. To make this happen at our rapid growth rate and scale, we needed to ensure that our Customer Success team could connect directly and consistently with each account,” said Jeffrey Coleman, Director of Customer Success at SurveyMonkey. “Gainsight CoPilot allows us to not only provide personally and contextually relevant communications to accounts, but extend the reach of each Customer Success Manager.”
Gainsight CoPilot is built with a key set of features that enable Customer Success teams to manage the customer communication process, including:
1. Automated Outreach: Improve scale and efficiency in customer communications by launching personalized emails from within Gainsight. These can be pre-designed based on health data triggers or sent on an adhoc basis to specific customer segments.
2. Email Templates: Leverage the WYSIWYG email template designer within Gainsight to create visually compelling, responsive content for customers. Reuse the most effective templates across customers.
3. Personalized Messages: Being smart with automation doesn’t mean sacrificing the personal touch. Integrate key health data points from Gainsight to personalize messages.
4. Outreach Analytics: Understand outreach performance with powerful out-of-the-box reporting to track and measure the effectiveness of customer interactions. Learn which triggers and templates are most impactful by experimenting, measuring results, and iterating.
Gainsight CoPilot is generally available today as part of Gainsight’s spring platform release.
See Gainsight CoPilot in Action at Pulse Conference 2015
Gainsight is hosting Pulse Conference 2015, the largest annual event for the Customer Success industry on May 12-13, 2015 at San Francisco’s historic Pier 48. Over 2000 attendees are expected from the Customer Success community, including leaders from companies like Box, Workday, Zuora, Marketo, Salesforce, and several others. The two day event will feature more than 100 speakers, including keynotes from Michael Lewis (Author of Moneyball) and CEOs from companies like Zuora, New Relic, Marin Software, DocuSign, Zendesk, Twilio, Mindflash, Zenefits, and several others.
Expanding the conference beyond the two days, Gainsight has added programming on Monday, May 11th and Thursday, May 14th to officially inaugurate Customer Success week in San Francisco. On Monday, Gainsight is offering a live version of its Customer Success University as an immersive certification program for aspiring Customer Success Managers. On Thursday, several companies in the Customer Success ecosystem are hosting add-on workshops for attendees interested in sharpening their skill sets in customer communications, survey best practices, and other areas of focus.
For More Information:
- Learn about the Gainsight CoPilot announcement: http://access.gainsight.com/copilot/
- Meet Gainsight at Pulse Conference 2015 on May 12-13: https://www.gainsight.com/pulse
- Join Gainsight’s growing team: https://www.gainsight.com/careers
Gainsight, the first and only complete Customer Success solution, helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight’s product helps you touch customers effectively, track customer health consistently and transform the way your company orients around the customer. Gainsight provides a 360° view of customers and drives retention across Customer Success, sales, marketing, executive and product management. Learn how leading companies like Adobe, Box, Workday, Marketo and Informatica use Gainsight to help their customers succeed at www.gainsight.com.
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Mary Ellen Ynes