Staircase AI by Gainsight Pros and Cons

As the Head of CS and AM at a scaling SaaS organization, I have found Staircase.ai to be an increasingly valuable platform for my team, both manager and individual contributors. My experience working with Kate Neal, our Staircase.ai CSM, has been nothing short of stellar. I've found Kate to be a trusted consultant and incredibly professional. Kate has also championed for product updates on our behalf and the Staircase.ai product dev team has consistently delivered. I am excited to see the continued evolution of the platform and increased usage across our organization. Review collected by and hosted on G2.com.

It is a lot of data, you need to make sure to operationalize it, act on it, and use it regularly. Review collected by and hosted on G2.com.

Staircase AI delivers immense value, helping me better understand my customers and team. The insights it provides are crucial for making strategic decisions about our business. Staircase unlocks the elusive qualitative layer of the customer quotient, unlike any tool I've used before. We currently use this to manage existing customers, but ready to make a business case for prospects. Also, it's important to mention that onboarding was done in a matter of hours (not days or weeks like other tools), and the team is always ready when I have questions or need support. Review collected by and hosted on G2.com.

It's not a dislike, more of an ask. Staircase has many native integrations, but there's always room for more. Additional Call Intelligence integrations and SFDC object syncing would be good additions. Review collected by and hosted on G2.com.

Staircase is one of the best pieces of technology I have ever purchased. First, it was truly a 1-day implementation. On the first call with the CSM, we simply connected to our systems using pre-built connectors, waited for the data to populate, and was off the the races.

The amount of data that comes in can be staggering, but Staircase is very good at providing uses cases and sharing how they use the product themselves. Once we worked through all of that, I felt like I have a complete picture of my entire customer base. There is nothing I do not know about my customers and gives me the ability to be reactive in the right way.

The game changer has been the notifications on Slack. I have crtical members of the team on a tier 1 channel, who are altered as soon as a message with negative sentiment comes in to any of the CSMs or support agents.

I would highly recommend Staircase to anyone in CS. Review collected by and hosted on G2.com.

Sometimes the amount of data can be overwhelming. Where do I start? What do I with it? However, the team at Staircase worked with me to make sure that I was getting the most out of it and organizing in a way that is digestible and adds value. Review collected by and hosted on G2.com.

Very simple to navigate; quick and easy to use for new teammembers. Review collected by and hosted on G2.com.

Dashboards and filtering could be improved Review collected by and hosted on G2.com.

For me, Staircase AI shines brightest in its comprehensive approach. The StairCase.Ai team's dedication to our success and the customer support provided, combined with the platform's real-time visibility, empowers me to manage my team with a new perspective.

We were able to successfully implement in no time at all (very easy integration) and the UI was very easy for the teams to quickly adapt to using, a true example of time to value for all vendors.

I use Staircase daily, it helps structure my 1:1s and identify where I am needed most. Review collected by and hosted on G2.com.

I do not see any downsides to using StairCase AI, I'd highly recommend it to any CS/CE team to gain customer insights and transform to a pro-active success model. Review collected by and hosted on G2.com.

Insights and notifications right when you need them. Unprecedented, unmediated visibility into what's really happening in the field. Review collected by and hosted on G2.com.

Adding a task management facet to the tool would make it easy to keep it as a single CSP. Review collected by and hosted on G2.com.

The insights it finds and raises from day-to-day communications are key to maintaining good visibility to all of your customers. Review collected by and hosted on G2.com.

Teams can be hesitant to adopt new and additional tools. I would suggest to use the alerts and to use it as part of your Account Review process to get the most from it. Review collected by and hosted on G2.com.

When using Staircase, since it monitors everything through my company, I get insights when a negative or positive message comes through which will need my attention. This helps me make sure that these emails do not get lost in the shuffle (or if I'm not in CC). This last point is especially valuable when my clients are working with support and may not be happy with what is happening so I can better support my clients.

Additionally, I am able to help my colleagues by me getting an alert when they get a bad message while on vacation. Review collected by and hosted on G2.com.

I would love to be able to use the system as task management as well but can't so I need to jump in and out of this and all of the other systems I work with. Review collected by and hosted on G2.com.

There are a number of features I absolutely love about the tool. The executive summaries in the dashboard and per account allows you to understand the latest activity with a quick glance. The AI churn analysis offers immensely valuable feedback closing an otherwise difficult loop to close. Review collected by and hosted on G2.com.

There does appear to be a lag when loading the tool that is likely associated to the number of accounts that you sync. Review collected by and hosted on G2.com.

Ease of use and how responsive the team is. Review collected by and hosted on G2.com.

Going through hoops to setup an AI vendor due to privacy laws. Review collected by and hosted on G2.com.