Customer Service with ESP

Gainsight turns customer complaints into retention opportunities

This story is now published on 🦄 Babyunicorns.com 🦄 at https://www.babyunicorns.com/articles/customer-service-with-esp

Last night I got a confusing email from a company so I contacted them directly — huge mistake! I was paraded through a train of people with no info, until I was connected with the “right” person, who couldn’t provide any clarity on an email that his own company had sent me.

“Why can’t you answer a question YOU created for me?!”

Not gonna lie, I whined into the phone. And, Gainsight doesn’t EVER want that to happen to anyone. As per their website —

“Gainsight is Committed to Success For All — Our Customers, Our Employees, Our Community and Our Partners.”

What is Gainsight?

Founded in 2009, Gainsight is a customer success platform that single-handedly shifted the focus on how big data could be used in customer service efforts. While most organizations knew that data could help them acquire customers, Gainsight took a much more powerful approach and created a service for SaaS providers that not only allows companies to acquire customers but to retain them by predicting when and where customers will encounter problems.

How does Gainsight predict customer needs?

Gainsight’s team of engineers built a system that aggregates and analyzes data from sales, usage logs, support tickets, and survey responses to provide 360-degree customer service — modeling when clients are likely to run into a problem. Let’s say Gainsight’s notices an uptick in support tickets during a particular month for a new customer; they will proactively provide support to even if the client may never have filed a ticket — cutting the issue off at the pass, and delighting customers who (they’ve found) are more likely to re-sign. This is a company that services customers before they even have to ask.

Gainsight’s approach to customer service broke the mold in its early days, which is exactly why CEO Nick Mehta went after such well-known, large companies (e.g., Cisco). From his perspective, he had to “evangelize” not just to his company but to the entire Tech industry. Going after mature companies provided the data needed to facilitate scaling rapidly.

And scale they did — achieving 167% revenue growth in 2017.

Mehta’s instincts paid off; the company’s growth has paved the way for new services, including Sally: an AI Bot that “allows you to get answers to a diverse set of questions about your customers, receive Gainsight notifications, update customer data and get insight into risks and opportunities;” Gainsight Sharing: a single data source available to vendors, partners and customers; and Timeline: a robust, contextualized, and searchable customer history dashboard. Gainsight continues to redefine what’s possible in customer service, and plans to integrate Sally with email and productivity clients in the coming months.

Why Gainsight is a Baby Unicorn

• Raised $159.72M over 10 rounds of funding, with investors including Lightspeed Venture Partners and Insight Venture Partners
• Industry leader in the category of customer success, as per BTIG
• Vision of leadership and mission-driven culture that spans across all levels of the company.
• Allows customers to both scale their models and integrate with any CRM (even multiple CRMs running in tandem)
• Named one of the 50 Highest Rated Private Cloud Computing Companies to Work For by Battery Ventures and Glassdoor

What’s in the Stack?

As an enterprise 2B company, Gainsight is on Java stack: Spring/Jersey and NoSQL/Document databases. They also strongly favor experience in app development on Salesforce. The rest, as you can imagine is pretty standard —

Know someone looking?

Gainsight has a ton of opportunities ops, software engineering, and business. Interested candidates should get to know the company’s unique culture, and be ready to join a “diverse, brilliant, quirky group of people united by five core values,” including “Success for all Stakeholders” and “Child-Like Joy,” to name a few.

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