Respond to Customer Signals
Get the full story behind every contact using signals to see how loyalty changes in real-time.
Understand Intent in Real-Time
Know which customers will churn, upsell, or renew with 90% accuracy based on signals.
Train Your Team with AI
Use an AI coach to teach your customer success team how to improve their skills.
Our Customers Achieve Better Outcomes
BenchSci wanted to understand which customers are promoters or detractors in order to find more upsell opportunities. They had thousands of conversations locked away in Zoom, HubSpot support tickets, emails, and Planhat that customer success managers couldn’t fully track.
CompleteCSM captured deep sentiment and loyalty data to properly trend each account’s propensity to expand or renew. This customer intent score helped the BenchSci team prioritize their time spent on the right accounts.
We have to turn users into fans, fans into advocates and advocates into evangelists. They have to tell their organizations about our value. Truly understanding how customers feel about us at the usage level is huge.
-Mike Egan, VP of Customer Success and Integrations, BenchSci
Talend couldn’t measure its customers’ usage or interaction data and wanted analytics on their propensity to churn, renew or expand. The company was looking at the daunting task of hiring data scientists, engineers, and analysts to build the capacity itself.
Instead of building its own solution, Talend turned to CompleteCSM. Talend provided data from 10 customers and CompleteCSM’s models and regression testing predicted churn and expansion opportunities with 90% accuracy.
With CompleteCSM we can reinforce the concept of hitting the right moments of truth during the onboarding conversation, and help the customer obtain clarity for how to get there.
–Faisal Khan, VP Customer Success, Talend
Gainsight already recorded every customer call, but rewatching the meeting at 1.5X, taking notes, and coaching CSMs was inefficient. CompleteCSM was integrated between Gainsight and its customer interactions to determine the learning styles, emotional responses, and personality profiles of each customer. These insights were fed into a simulator to help CSMs prepare for upcoming meetings.
As a result, the CSM team in India was able to hold more effective conversations with customers using their enhanced EQ skillset.
I can’t over emphasize how critical EQ is for CSMs, it’s so hard to teach and measure. We use CompleteCSM's real-time sentiment as a coaching mechanism to standardize our detection points.
–Kellie Capote, SVP Customer Success, Gainsight
Get Customer Insights Delivered to Your Team
No more guessing about how a customer feels about you. CompleteCSM delivers insights into your customer success platform or CRM to empower teams to drive results.
Automated Intent Scoring
Have a standardized process for scoring customer accounts so you can see which customers are at risk or ready to grow in real-time. Sync scorecards into Salesforce, Gainsight, or Planhat to keep the whole team on the same page.
See what stakeholders think about your product with all their conversations bubbled up into predictive insights. Access all relevant customer conversations in one place and understand how each interaction adds to the overall customer story.
Get action items and meeting summaries delivered to your CRM or Customer Success tool. Train your team on how to use prescriptive action plans and customer data to keep accounts on the right track.
24×7 We Never Sleep!
Get a demo of CompleteCSM to see how the customer success intelligence cloud can help you grow and retain your customer base.