API
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
Cat avg: 8
Top Performing Features
Integration with Salesforce.com
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
Cat avg: 9.1
Customer profiles
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
Cat avg: 8.7
Customer health scoring
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
Cat avg: 8.6
Worst Performing Features
Role-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Cat avg: 8.3
Automated workflow
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
Cat avg: 8.9
Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Cat avg: 8.4
Staircase AI by Gainsight Features from Reviews
Security
This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.
6-28%
Role-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Category average: 8.3
Platform & Infrastructure
Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.
10+16%
API
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
Category average: 8
Integration with Salesforce.com
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
Category average: 9.1
Customer Data Extraction / Integration
Customer data extraction / integration
8-4%
Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Category average: 8.4
Customer Success Management
Customer Success Management
9+6%
Customer profiles
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
Category average: 8.7
Automated workflow
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
Category average: 8.9
Customer health scoring
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
Category average: 8.6
Customer segmentation
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.
Category average: 8.6
CSM Reporting & Analytics
Reporting & Analytics specific to customer success management
8-4%
Engagement analytics
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
Category average: 8.8
Dashboards
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Category average: 8.5