Case Study: Gainsight achieves faster support resolution with Zight

Gainsight saves $10k+ a year while providing a better Customer Experience

Gainsight, a leading customer success management platform with a team of 30+ support reps, needed a faster way to handle technical customer questions and reduce back-and-forth. The support team was spending too much time writing long, detailed responses while trying to improve time to resolution and customer satisfaction.

Using Zight’s screen recording and visual communication tools, the team switched to annotated screenshots, GIFs, and videos to explain complex issues more clearly and personally. Zight helped combine 2 to 3 typed responses into a single visual message, saving more than 40 hours per month and an estimated $10k+ per year while improving understanding and reducing follow-up emails.

Gainsight

Steven Davis

Customer Support Manager