bluecap AI Meeting Assistant vs. Gainsight CS vs. Glance

In my experience, Bluecap can handle pretty much all meeting scenarios, including business and personal. It is good for in-person, face-to-face interactions, and also virtual sessions. It is accurate and efficient and he’s improving all the time. It would be hard to use bluecap whilst traveling in a car, as the technology on mobiles is not as sophisticated as it would be on a desktop or laptop in my opinion. however, this is a good piece of kit and technology, so I expect the technicians at Bluecap to smooth out any kinks moving forward.

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I really enjoy using Gainsight CS because we can track our customers through their life cycles through our CSM/Implementation teams, Customer Community, and even our Academy! All of the information is in one spot for us to use and see. I would recommend this product (as well as CC & CE) for any SaaS company that needs visibility across all products and teams.

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Glance is an ideal tool where the customer base is not very technologically savvy. We support farmers, so this demographic is known for being behind on the technological advances of their industry. We are primarily a call center. Glance has helped our new agents be better equipped from day one, which results in their onboarding time being much quicker since they are able to see common issues first-hand

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• Automatically creates excellent transcripts
• Provide a meeting summary
• Detail action steps

• One source of truth for all things CS - managing day-to-day tasks.
• Getting ahead of the risk by having a very detailed and evolving health score system. Gainsight's CSM was incredibly helpful in building our risk mitigation plan using the health score, sharing their best practices.
• Having a mutually agreed upon Success Plan that you can share with the customer. It was also incredibly helpful with assigning other parties to take actions, along with due dates and reminders

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• Being able to start a meeting right from your task bar with minimal clicks is key for great customer service.
• The ability to customize our support domain makes it an easy address to verbally give the customer.

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• It could be easier to use.
• The training could be more extensive.
• It would be good to have more communication with the team at Bluecap.

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• Outlook integration could be better as within Outlook we do not get much insight of the account. While contacting a contact from Outlook, it will be great if the Outlook -Gainsight CS tool can show certain important information, like any pending CTAs, the latest billing amount, and pending certifications, etc. This will improve the communications and make it more aligned with the company and account perspectives.
• Limitations of report creation are user level - As a user I can not create report as per my wish on my set of accounts. Only the admin user has access to that, and also it's very intuitive compared to Salesforce.
• Dashboard customization - as a user I have very much limited options to put in my dashboard. It's all about CTA all the time.

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• We would like more reporting features and more granularity with what we see.
• We would like to schedule our own reports.
• We would like more control over the user templates.

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Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.

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Gainsight CSGainsight's usability is extremely intuitive. The dashboards are modular and the ability to click into each to learn more is helpful to gain visibility and strategizing where to prioritize time as a CSM. Logging activities is also extremely intuitive as is the CTA function. There is some confusion on "Where can I find..." if there are multiple dashboards so an internal AI tool to ask would be helpful as well.

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Rarely any issues with availability or outages. When they do occur, there is excellent communication and consistent updates. Bugs are usually addressed in a timely manner, and communication around those issues is also extremely good

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There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal

The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.

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Easy to get hold of and always very helpful. Having a support team dedicated to one product and one that will support all of your users (not just the admins) made it easy to implement in a small business.

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The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team

I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.

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Frankly, there was no comparison. Bluecap AI Meeting Assistant does things that we have not seen before. It has opened a whole new world for us and provided us with more ammunition to "trust the data".

Gainsight CS and Vitally offer distinct strategic advantages depending on organizational maturity. We used Vitally for a year and it is pretty decent for mid-market teams requiring immediate agility. We just had a hard time getting our CSM's to adopt the tool. In contrast, Gainsight CS serves as a comprehensive System built for enterprise complexity. Its architectural depth allows for intricate data modeling and parent-child hierarchies, while its Bionic Rules engine provides professional-grade automation that handles nuanced triggers far beyond the capabilities of standard, trait-based systems.

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Glance, while lacking some features of its competitors, is easy to use and standalone. Support for this application is dedicated to it and you can get near immediate support. This was key given the demographic of our staff.

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It can lean a little heavily toward Customer Success, but the ability to customize many areas based on specific user or account characteristics allows you to make it work across many different roles. This also makes collaboration within the tool across teams possible. It a flexible tool if you have a skilled admin to help guide your process building.

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• Definitely makes us more efficient.
• Increased ROI.
• Helped us retain clients.

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• No metrics yet, but we have improved our at-risk customers by identifying risks earlier via our automated health score and with our Gainsight approved mitigation workflow, CSMs and leaders have better discipline with mitigation efforts and sharing at-risk customers across the org so other teams can step in and assist

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• Glance has reduced the amount of time an agent spends on a single call by nearly 30%. This reduction in time has helped us attend to more customers and more quickly.
• The speed at which our agents picked up this tool speaks to the ease of use and integration of Glance.
• Overall, this has helped our team managers train their teams on the product more efficiently.

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