Case Study: Sendoso achieves improved customer retention and seamless sales-to-customer-success handoffs with Gong

How Gong “Forever Changed” Sendoso’s Customer Experience Team

Sendoso, a San Francisco–based Sending Platform led by Chief Customer Officer Alli Tiscornia and a 50-person Customer Experience team, was struggling to understand why customers churned amid rapid growth and 12‑month contract lifecycles. To gain visibility into the full customer journey and remove recency bias, Sendoso implemented Gong’s conversation intelligence (including Deal Intelligence and email integration).

Gong gave Sendoso searchable recordings and analytics across sales and post‑sale conversations, improving AE-to‑CS handoffs, speeding onboarding, and enabling deep-dive churn analysis. The platform saved CSMs hours per week, helped track COVID‑19 impact (informing product changes like address confirmation and expanded e-gift options), and provided the lifecycle visibility Sendoso needed to drive better retention.

Sendoso

Alli Tiscornia

Chief Customer Officer