Name: Staircase AI by Gainsight
Author: Gainsight

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Software Configuration Management

WebOps

Development

Higher Education

Education

Business Intelligence (BI)

Collaboration

File Sharing

Streaming Analytics

Visual Collaboration

VoIP

Enterprise

Accounting

Payment Orchestration

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Engagement

HR Management

Payroll

Recruitment Agency

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Bug Bounty

C/C++ Integrated Development Environments

Cloud Storage

Data Recovery Service

Database Management

Enterprise Architecture Management

Fraud Detection

Hadoop-Related

High Availability Cluster

Identity Governance and Administration

Integration Platform as a Service (iPaaS)

IoT Security

MLOps

Network Performance Monitoring

Network Virtualization

Non-Relational Databases

Process Mining

Session Border Controllers

Threat Hunting

Web Access Management

Web Portal

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Consumer Ratings & Reviews

Content Management

Customer Reference Management

Demand Generation

Email Marketing

Email Testing

Local Listing Management

Marketing Automation

Personalization Engines

Retail Media Advertising

SMS Marketing

Social Media Management

Survey & Forms Building

Video

Web Analytics

Marketing

Project Management

Prototyping

Professional Services

Conversation Intelligence

Customer Relationship Management (CRM)

Multichannel Retail

Sales

Insurance Underwriting and Rating

Library Management

Medical Billing

Military and Defense

Moving Software

OSS/BSS (Operations Support/Business Support)

Vertical-Specific

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Staircase AI is a business analytics platform that, according to the vendor, leverages artificial intelligence and machine learning to provide actionable insights and recommendations to businesses. The platform is designed to cater to organizations of all sizes, ranging from small startups to large enterprises. It is utilized by professionals in various industries and roles, including marketing and advertising, sales and business development, finance and accounting, operations and supply chain, and human resources.

## Key Features

**Real-Time Data Capture**: According to the vendor, Staircase AI captures and analyzes various types of data, including emails, tickets, messages, calls, meetings, and product usage, in real time. The platform automatically transforms customer signals into insights such as churn risks, growth opportunities, health and sentiment scores, and more.

**Proactive Response**: Staircase AI, as claimed by the vendor, enables teams to proactively respond to churn risks or growth opportunities with just one click. The platform provides instant alerts and notifications on strategic accounts, allowing teams to take immediate action.

**Boost Customer Revenue**: The vendor states that Staircase AI automates the process of gathering, sorting, and analyzing customer data to pinpoint churn risks and uncover growth opportunities. The platform helps teams identify and optimize revenue streams from customer accounts.

**Churn Prediction & Prevention**: According to the vendor, Staircase AI leverages AI-powered churn prediction to identify customers at risk of churn before it happens. The platform analyzes historical data to generate churn prediction scores and provides insights into the reasons behind churn.

**Drive Growth & Expansion**: Staircase AI, as claimed by the vendor, helps teams identify growth opportunities by analyzing customer sentiment, engagement, and health scores. The platform uncovers satisfied and engaged customers, as well as strong relationships that can lead to expansion deals.

**Governance & Visibility**: The vendor states that Staircase AI provides a 360° data warehouse that ensures data accuracy and visibility. The platform offers visibility into customer health, risks, opportunities, and trends, providing Revenue Leaders with reliable insights.

**Efficiency & Productivity**: According to the vendor, Staircase AI allows teams to make key revenue choices on strategy, efficiency, and productivity without relying solely on CRM data. The platform automates data gathering, analysis, and reporting processes, improving productivity and efficiency.

**Integration with Popular Tools**: Staircase AI integrates seamlessly with popular tools such as Gmail, Slack, Hubspot, Salesforce, and more, according to the vendor. The platform connects directly to the source, eliminating the need for manual data entry and maintenance.

**Security & Privacy**: The vendor emphasizes that Staircase AI prioritizes security and privacy, ensuring the protection and confidentiality of customer data. The platform complies with industry standards and regulations.

From Gainsight since the August 2024 acquisition, Staircase is an artificial revenue intelligence software solution used to predict churn, identify hidden growth opportunities at scale, and eliminate any need for human feedback.

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

Intercom

Subscription

Staircase AI by Gainsight

Customer Success Management is concerned with proactively making sure that SaaS customers get value from their relationship with the vendor. CSM platforms typically give early warning of potential customer churn based on disparate data elements, giving the vendor time to take early action to keep the relationship on track.

Customer Success

AI Summit: Forecast '25 | Staying Ahead with Staircase AI by Gainsight

Gainsight provides a Customer Success Management solution, to proactively manage retention, reduce unexpected churn and identify upsell opportunities by leveraging “big data” analytics across sales data, usage logs, support ticket, surveys and other sources of customer intelligence.

Gainsight customers include Marketo, Box, Cisco, HP, Adobe, Shopify and Workday.

Customer Data Extraction / Integration

Product usage

The software integrates with your application to track how customers are using your product.

Help desk / support tickets

The software integrates with your support desk and call center systems to track each customer’s support needs and activities.

Online customer community

The software tracks how each customer interacts with your online customer community or forum.

Billing

The software tracks where each customer stands in terms of billing and payments.

Marketing emails

The software integrates with your email marketing system to track how customers are interacting with your marketing campaigns, e.g., opens, clicks and unsubscribes.

Customer Success Management

NPS surveys

The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.

Sponsor tracking

The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.

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.

Automated workflow

The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.

Internal collaboration

The software allows members of your team to communicate and leave notes about any customer issues.

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.

Customer segmentation

The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

Customer health trends

The software allows executives to view customer health trends over time.

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.

Revenue forecasting

Based on customer health trends, churn rates, etc., the software can predict revenue.

Dashboards

Users can create, customize and share dashboards, which provide an overview of the most important metrics.

Customer lifetime value

The software can calculate and report on customer lifetime values.

Churn rate

The software can calculate your churn rate, or the rate at which you lose customers.

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.

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.

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

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.

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.

Integration with Marketo

The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

Integration with Eloqua

The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

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Staircase AI by Gainsight

Overview

What is Staircase AI by Gainsight?