Case Study: Gainsight cuts employee response time by over 50 hours and boosts community engagement with Sprinklr Community

How Gainsight boosted engagement and drastically cut down response times

Gainsight, a California-based customer-success company, wanted to open a dialogue with its Community users to learn both their problems and needs, but its previous platform lacked management capabilities and made it difficult to scale engagement and support.

By adopting Sprinklr Community’s management tools, Gainsight centralized SME lists, tracked complex questions, and integrated with Zendesk to escalate issues, freeing time for proactive engagement. The changes cut employee response time for recent topics from 100 to 48 hours, tripled the number of community “champions,” and raised user engagement to 20%.

Gainsight

David Derington

Manager of Success For Administrators