Caliber by FRONTSTEPS vs. Gainsight Customer Communities

A great scenario that we use the community for is product adoption. That's one of the things we use it for. So sending our new customers as part of their onboarding flow to the community to learn from others and see the resources that are available and know that there's a place for them to ask questions and get their questions answered. That's probably one of our primary use cases and scenarios that it works straight in. I can't really think of something that it wouldn't work good for. That's a tough one to think of on the spot.

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• They provide a ton of materials on best practices in setting up and using their platform
• They provide materials on how to provide an exceptional customer experience, with podcasts, webinars, and blogs.
• They support their community and walk the talk, so to speak in engaging their customers with each other.

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• The REST API could use some work with missing capabilities.
• Speed; production instance can sometimes be noticeably slow, especially on the back-end.
• Polls; the polling data is not easily accessible. It can be found in the data lake but that is not necessarily simple to access for some.

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Gainsight CC is very versatile and easy to update in the areas they provide for customization. There are still some limitations that surprise us, but I really we are pleased with the ability to make changes on the fly. Overall we are able to accomplish what we desire to accomplish, and appreciate how user friendly it is

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Gainsight CC was a clear winner for us. Khoros was second, but we eliminated it from consideration due to cost and how hard it is to implement. Verint is a great platform, but lacks integrations. Circle is more of a small community platform and better suited to communities of practice.

• We are actually doing some work to prove return on investment for investing in Gainsight Customer Communities right now, and it's proving to be exponentially higher than we initially estimated. I'm not sure the exact numbers off the top of my head, but we're having a monumental impact compared to what we projected in terms of monthly recurring revenue and customer churn.

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