Case Study: Consensus doubles self-serve community engagement with Gainsight

How Consensus Doubled Self-Serve Community Engagement in Just One Month

Consensus, a company that helps customers scale revenue motions with interactive video demos, product tours, and simulations, faced a challenge as its user base grew quickly: its Customer Success team needed a better way to engage people during asynchronous moments when CSMs weren’t directly available. To solve this, Consensus looked for a way to offer self-service support and knowledge to more users across its customer accounts, and chose Gainsight CC.

Gainsight implemented its customer community solution, Gainsight CC, to help Consensus launch an online self-service community and extend the reach of its CSMs. The result was a major boost in engagement: Consensus doubled self-serve community engagement in just one month, while preserving the human touch of its customer success motion at scale.

Consensus

Mark Green

Director of Buyer Enablement & Presales