The Multiplier Effect: Bridging Learning and Engagement to Scale Success

Thanks, Courtney, and thanks, Gainsight, for having us, and all of you guys for attending the last session with us. We're going to talk today about the multiply effect, which is really about bringing learning and engagement together to drive success. What we want to share with you is some of the strategies we've implemented, what we're looking to do as well, but really kind of bring together and share some insights that we've learned and what we have done to bring both learning and engagement together. So in terms of agenda, we're going to go through a quick round of introductions, both in terms of where we're from as well as who we are.

We're then going to talk about challenges, the challenges we faced, and how we turned those into opportunities. And then really the main meat of the presentation is about five strategies of how we've gone ahead and integrated education and digital engagement. And what that means from a Gainsight perspective, that's actually Skilljar. And our Gainsight community, CC platform, as well as the CS platform, will do a quick wrap up.

And then it's on to live Q&A. And then you guys can get out of here and rest before the big party. So that's the plan. In terms of an intro, I want to first-- before we introduce ourselves, I know it's weird, but I do want to first introduce the company that we represent.

We represent Optro, which was used to be called Audit Board. And it's really a GRC platform, which is governance, risk, and compliance. So it's used by over 50% of the Fortune 500 customers from a customer success perspective. We categorize our customers into CS segments that is aligned with sales, so strategic, enterprise, and commercial.

And then we have the CS motions of dedicated, as well as scale and digital, that fit into how we address those markets. And we're expanding globally. So global expansion is really big for Optro right now, as we look at expanding globally. But one thing that is very clear and why we two have come together is that we really need to scale how we engage with our customers and how we drive them into the behaviors that we want to see in terms of learning, as well as engagement.

I cannot go any further by thanking the Optro team that's over here with us. So on the second row, we have them represented. So what me and Elisa are sharing is really a representation of a lot of different teams at Optro, Digital Education, Customer Success, and CSOps, all represented here. So we are very honored to be here presenting on their behalf.

OK, so now intro into intros, a little bit about me. Again, my name is Sanchita. You can say Sanj. It's a recent change I've made, realizing after, I guess, 20 years that my name is really hard to pronounce.

So you can just call me Sanj. Two years at Optro as of last month, based in Orange County. I have two boys, 8 and 11. It's not on the slide, but just wanted to share something personal about myself.

I've been in B2B SaaS for 15 years. I stopped counting after 15. I didn't think it was appropriate anymore. But really across professional services, customer success, and then product go-to-market strategy.

And what that really enabled me to learn was, I guess my initial decade of my career was all customer facing, was at customer sites, at the environments, deploying for them, learning their environment, and then supporting them through customer success when it was a joint professional services and customer success model. And really realized that customers just want to self-serve more. They want to engage with other customers. They want to learn.

It's great that we have customer success to guide them and drive show value. But self-sufficiency was also really big. So that's kind of been a mantra for me, is just supporting customer engagement, driving self-service, and really unifying the experience post-sales. I currently lead digital customer success at Optro.

And I'm going to turn it over to Elise to introduce herself. OK. So my name is Elise Ladney. I'm the senior manager of customer education at Optro.

I've been there for four years next month, which is quite the veteran status at Optro, if you've ever heard of it. I'm located in Denver, Colorado. I have two dogs and two cats. No kids.

So I started actually in education. I was a sixth grade language arts teacher, public school, for about 10 years until I realized I didn't want to work with kids anymore. I wanted to work with adults. And so I shifted into corporate training.

So I was an instructional designer. I helped develop training. I helped teach managers and sales folks and all sorts of different people. And then I found myself at Optro in their customer education program.

And then over the years, I've taken over the customer education program. And now we own Academy, our help center, and our partner university programs for all of our customers and partners. So let's get into why we're here. So I'm going to set the stage for you.

As Sanch mentioned, we have three of Gainsight's products. So we have Skill Jar by Gainsight. We've been a Skill Jar customer long before it was acquired by Gainsight. We have our community hub, and we have CS customer success.

So even with all of these different technologies and tools, we still found ourselves with several challenges that we knew, if we put our heads together, we'd be able to solve. So starting with-- and maybe you're familiar with these challenges in your own companies-- but our customer engagement programs were quite siloed. We have webinars going on in community. We have live instructor training going on over here.

We have certifications. We have learning paths. Lots of great information, but it was all still happening in its own silos. We had inconsistent customer experiences.

Even though you had everything starting from our platform and then branching out, our customers were having to go to academies separate from community hubs, separate from Help Center. So it really was a disjointed effort. It was disjointed, and we needed to make an effort to bring it back together so customers only experienced one platform. We had duplicative efforts for the same product content.

So I'm sure you've all been there. A new product comes out. Everybody scrambles in customer success to build enablement or something to help teach customers what the change is. And then we found ourselves, oh, I already built this slide deck.

Or, oh, we already built this content. Why did you build it? So not only are we wasting time and effort, but we're also maybe giving the wrong information to customers. And then finally, our tooling wasn't talking to each other.

So we have Skilljar. We have a community hub. But they weren't actually connected. We didn't make those integrations right away.

So that was clearly an area that we could up-level what we were doing for our customers. So we took these challenges, these many challenges that are pretty common across many SaaS companies, and we decided, OK, how can we work together to make sure that these fragmented experiences turned into opportunities so that we were more cohesive with our approach to our customers? So we didn't want to just fix the silos. We wanted to bridge them so that way we did look like, hey, this is one option.

This is where you go to get anything you might need for your customer success. And the reason we're calling this the multiplier effect is we're not doing more with less, but we're doing better because we're working together. And so the teams that we represent, the teams in the audience and then back at the Optro side, we all make efforts to communicate even more. So that way, the more we get our stuff together, the more our customers can use it too.

So onto Sansh to say everything there is about our strategies we're going to cover today. Yeah, thanks, Elise. So before I talk about the strategies, I want to share a little bit about what led us to the strategy. Not at Optro, but even in companies that I've been at before.

What we found is that customers that digitally engage and are trained are more likely to renew than customers that are not. That's kind of something we've seen. We've recently done some studies at Optro where customers that are digitally engaged with us in a six-month window renew at a high 80s versus customers that have no digital engagement renew at a 60% rate. So the difference is quite stark.

And when I say digital engagement from that metric perspective I'm really talking about, are they logging into your community? Are they attending our webinars? And are they opening certain types of emails that redeem as what we call proactive emails? And that kind of shifts-- that kind of led the strategy to-- I guess the hypothesis is that we really want to create a single UX system for our customers where they have one digital entry point.

That is what we call community hub. I think you here at Gainside refer to it as a digital success customer hub or a customer hub. We've really built CC into a hub as the first place that we want customers to go. So we're going to talk a little bit about that.

We've created a unified reward system between learning as well as traditional community activities, as well as even marketing activities, where our customers have the one gamification reward system that they're all working towards. And we recognize leaders across all of those activities. Third, we really try to integrate our efforts. My team does webinars, five webinars a month, actually, that our customers are facing, which is a lot of content, but our customers love it, and leverage that along with education to bring those insights together so we can work together, as well as a two-way adoption system where we can really promote both learning and engagement together.

And then lastly is the internal visibility, how are customers engaging with our resources, how do we bring that visibility into CS? I would say number five is probably our area right now that we need to develop the most, but excited to continue on that journey. So moving into the UX system, this really speaks to the digital hub that Gainsight Erica speaks about. We really want to make sure that customers are coming to community not only as a community forum where they can have discussions and submit product feedback, but a place that we can share success content, and that we have really leveraged everything that Elise's team is doing from a help center and education perspective and bring it together.

So the first thing that we did, I think, a year and a half ago, is we created global navigation across the customer site. So we had Skilljar for education. We had Zendesk, which is for help center. And then we had the community, which we moved from a competitor over into Gainsight.

But we really wanted to make sure that the navigation was consistent for our customers across those three properties. And we stopped using the word as explicitly as Academy and Help Center and changed it to customer actions, like learn Optro or engage with peers, like words that they would be familiar with, even if they didn't know what Academy meant. Because speaking to audit and risk and compliance practitioners, they may not be strong B2B users as we are. So we wanted to use words that they could resonate with.

We also positioned CC as that hub. So the second screenshot that you guys are seeing is really in our product. We kind of stood out the community hub as being the single place that we want customers to go to. If they didn't know where they want to go, if they know they want to go to Academy, please, we want you to go there.

But if you didn't know where you want to go, we want them to bring you together in the hub, because that's where all the resources that we offer was going to come together. So community hub really became that centralized digital destination. And that's how we actually position it. We also positioned community as Optro customers and Optro employees coming together.

So we're kind of unified in terms of that community approach. [END PLAYBACK] To kind of achieve that, in reality, we have implemented federated search across the hub, hub center, and Academy. And recently-- not recently, I guess, last year when we did launch Gainsite community, it allowed us to have AI insights as well. So this has really been great, because we're putting more and more success content on the hub.

And so as we put more success content from our CSMs, those insights get reflected in the answers that customers are getting. And what we found is that from the customers that are visiting hub, 30% of them are leveraging help content. And search is the primary use case that they're using it for as well. That's the highest visited page, which is awesome.

I know from a community perspective, coming from traditional community background, it does hurt us from a deflection perspective, because you could say, oh, well, that's preventing community users from engaging with each other. But for us, the first thing is, let's make sure the customers get an answer as fast as possible. If that means we can expose it and they're not asking a question in discussions, that's OK. So our discussion volume isn't as high, I would say, as we want.

But we see continued growth month over month in terms of search and help content viewing. And that's what we're prioritizing. We also went as far as we could to create that integrated experience. So I mentioned earlier, my team does five webinars a month that our customer is facing.

And we have integrated event registration. So we've taken, like, in the Events tab, we've automatically set up integrations to Zoom in on 24, which are our webinar platforms. So that is a seamless one-click registration, again, trying to remove as much friction as possible for our customers. So they can discover the events in the hub, and they can just single-click register into it, and it's on the calendar without them needing to do that.

Also, another aspect of this is feedback. We try to make feedback intake as well seamless. We're not necessarily using Gainsight's traditional feedback form. We have a Qualtrics form that's integrated into the community that allows customers to give a little bit more detail on their feedback.

It goes through a triage approval process before it's posted on the hub. One of the reasons why we did that was our earlier community. There was just a lot of feedback in there. There wasn't necessarily quality feedback, which was creating a poor experience for our customers.

So we've created a gate before it gets published into community to allow for that triage to occur or that quality control to occur before it gets posted onto the hub. So that's some of the user experience things we did to ensure that customers really have that seamless and that unified experience across the different functionality we want to offer them. So next, digging in a little bit into the reward system. So as you know, if you're using Gainsight community, it has options to create badges and points.

And so we work together with the leases team and the marketing team that runs our customer advocacy program. And we created a unified reward system where we selected points on customer behaviors, depending on what we wanted to incentivize. One of the things that we did was that we wanted to incentivize certifications. Certifications was a way for us to know that customers are getting trained on the product.

So we were understanding the product. And so we gave them points for getting certified. And we now create engagement campaigns around certified users to try and bring them back into the community and help other customers. Because we do believe that certified customers will be the most helpful to other customers because they have the most knowledge to share.

So it's a little bit of a premise that we have. So definitely, we're giving points for certification, although it's sort of traditional community action. But it's on the basis that we want to get them in that gamification, kind of like how Duolingo does it, where it gets you going. And so we're incentivizing that.

So I think on the next slide, which Elise will share, we've kind of built those leveling systems in terms of points. And then we're very clearly articulating when does a customer join Inner Circle, which is our advocacy program. So when a customer kind of, right from the beginning when they join the hub, it's very transparent to them on the types of behaviors that we're encouraging, how they get to Inner Circle, and having that transparency in there. And it's great because we've been very thoughtful in terms of, you can see there, it says 300 points to join Inner Circle.

How does a customer get to 300 points to become a true advocate? We kind of make sure we unify our approach on that in terms of what does that mean across both marketing, customer education, and customer success. All right. Turn it to Elise.

Yeah, I'll talk a little bit about how learning and education plays its role in here. So we have, again, a bunch of webinars each month. So one of the gaps we noticed was there was great live Q&A in these webinars, like customers are very engaged and they want to hear from our SMEs, they want to get their specific questions answered, but then it becomes very stagnant. Like, okay, we had that webinar, great, it's done.

Customers can't really see what the questions were unless they go back and watch the videos, and you just don't have an hour to go back and watch a webinar. So what we did is we coordinated and said, okay, we had these three webinars. What we want is to see how we can integrate those into our Academy content and our Help Center content. So that way it becomes searchable, it becomes something that our customers can go back to.

We can even tag in the webinars that were completed so that way customers have that beginning source of truth when they go and say, okay, where did this information come from? It's taken a long time and we're still trying to perfect how we take the Q&A and then put it into our content. We haven't mentioned AI, but AI is a factor in that, trying to make sure that it goes into the right spot. One spot that we put it in is our Help Center.

Yeah, so we have someone that connects directly with somebody on Sancha's team and they gather up, okay, what were the most critical questions that were brought up? What areas were very well attended versus ones that we don't necessarily have to prioritize? So that way we get the best bang for our buck. And so we basically take the scripts from the webinars and we enter those into AI, like you can do it in ChatGBT, Gemini, and then identify what are the common themes that were brought up and then we can turn that into an FAQ in the Help Center.

We could turn into a quick video on the academy, but something that makes it immediately searchable so that way customers don't have to sit and watch the webinar again if they don't choose to or if they missed it. The other system is two-way adoption. So we've talked a lot about how we wanna make sure the community hub is not just community and just academy separate, but we wanna make more of a purposeful connection between them. So for some of our webinars, we have some exclusive webinars that customers can be invited to and we require prerequisites from the academy for those customers to complete prior to attending the webinar.

We can track that in SkillJar and make sure that they completed what they needed to prior to joining, but then it creates a foundation to create something easier that customers already have the information and then when you're talking to them, you already know you don't have to reteach that content. Hopefully, hopefully they took the content. That's been pretty powerful, so that way our customers can revisit the content they need to, but also they feel more prepared to ask the right questions in the moment. The other way, so if we're thinking about that academy into community hub, if we're thinking about community hub into academy, so we're piloting a type of engagement system where we're trying to enable engagement and community along with academy to get a reward.

So in the image, you can see, hey, we're trying to improve customers completing our risk oversight content. So the content is take this learning path, make sure that you take the certification with the learning path, that's the academy side, apply what you learned in our actual system and we can track if they completed workflows in our platform system, our SAS platform, and then take what you've learned and apply it to community hub, start a post or respond to a post. Because as Sanch said, your customers, your most educated customers are the ones that are also gonna be your biggest advocates and the champion when they're in community hub to answer the right questions. And then at the end of all those steps, after everything's been completed and tracked, you would get a digital badge, we use CRUDly for digital badging.

And surprising, digital badging goes a long way for customers. We also implemented a quick gift card or a swag raffle. So hey, if you complete this in the next two months, you're going to be eligible for swag. And then every week for like four weeks, we give big shout outs on community hub for someone who completed what they did.

And so by seeing that and making sure that customers see what they did to get that swag, swag is pretty powerful. Then you're also inviting customers to then do the same type of system. So we're piloting this with our current risk oversight product. We've had great success and we're starting to expand it to some of our other products.

So we're hoping all that connection helps build up even more of that like advocacy in both areas. And then the last one, the last system would be covered by Sanch. Yeah, and this is the system that I said was kind of where I feel like we can do a lot. But I'm gonna talk through some of the things that we've done and what we're looking to do here.

So from a customer's perspective, we've kind of talked through the experience on what does it mean from a customer to engage with education as well as community and kind of bring that unified experience together, both in terms of the UI, as well as in terms of just behavior. What I, by rewards and gamification, there's a little bit of behavior training that I believe is going on. But we wanna make sure that our CSMs can see how customers are engaging. And that's where some of the connections between Skilljar, Community, and CS have actually really helped us.

And to be honest, one of the reasons why, when we selected a community platform last year, we went through the RFP process. One of the reasons we did select Gainsight Community CC was because of the ability to be able to integrate it into CS. So a few of the connections that we have, Skilljar and Gainsight, there's a Skilljar and Gainsight CS connector that allows us to bring training data into CS for visibility, so we can see what trainings customers have done and how they're doing. We also have implemented the Gainsight CC and CS connector so that we can see feedback that they've submitted on the community as well as what their activity looks like, what their last login is as well.

And then we have folks in the audience here that can really speak well to contact management at Optra, which has been a huge challenge. But one of the areas that we've really made some tremendous moves in is that when we think about contacts on a customer record, we've been able to take customers that complete Academy or log into the community and automatically create customer records from them. And that are contact records from them, I mean. And that allows us then to trigger digital workflows on them and engage with new participants.

So I'm sure a lot of you guys know, especially in the long tails of our customers, it's really hard to know who your latest contacts are, right? Who are your contacts that are engaging with you? And by getting the data from Academy and Community Hub, we're making an assumption that if you're engaging with our content, you're a valid user to engage with and we wanna bring you back into our content, contact system, which is CS, so that we can continue to target you. So that's been pretty significant as well.

And then I think in the next slide, one other area is just kind of highlighting, I don't know how well you can see it, but it's been critical for us to kind of expose both the number of certifications as well as the feedback into CS, give CSMs visibility. I do think the one area of opportunity that we do have, talking about the customer 360 view, we have a huge opportunity right now to kind of rethink about what that view looks like, considering now that we have these data points to bring into that perspective. So not only are you looking at the product health score and how our customers engaging with the CSM, but how are they engaging with you digitally through Skill Jar, through Hub, through everything else. And as well as, I come from a background where I've also worked on the advocacy side a little bit.

And so I think the customer 360 is important view, but as well as the person 360, which it's kind of been a pet project of mine to build out. But I think knowing how a specific individual in the customer is engaging with you is also important as you think about creating champions and create advocates, how is a specific person. And so, if a CSM is going into a meeting, they can see the count visibility at a high level from a customer perspective, but they can also look at specific people and see how are they engaging. Right now, all the data is there.

It's just not organized in a way that's easy to consume. So that's definitely something that we're gonna be looking at next and getting that built out. All right. Pass that back to Elise.

We are extremely efficient. So, as we did that on purpose. So, as you can see, you can have five different systems to help build out bridges between your education and community programs. You could pick one and start from there and try and move it up.

Honestly, as long as you're starting somewhere, we found that even the smallest lovers can make a big difference that we didn't expect. And we're constantly trying to make sure we're communicating and checking in with our team. So that way, we're leveraging what we have across the business and customers can see it no matter if they're in Community Hub, Academy Help Center, and so on. I think that's our wrap up.

Yeah. We definitely wanted to keep it short so you guys can head out, get some rest before the party. We see questions up on the screen. Are you gonna read them?

Thank you for submitting, everyone. (audience applauding) Thank you both. As mentioned before, check the pulse app so you can kinda upvote and submit your questions. So first one, can you give examples of success content and how do you deliver this type of content?

Yeah, I can take that. That's a great example. So I think Optro is unique in the sense that we do offer five customer webinars a month to our customers. Part of it is kind of dictated by our audit community, which we offer CPE credits to them for certain webinars.

So there's a big incentive to come there. And our webinars are actually very popular. I didn't mention that earlier, but they can range anywhere from like 60 users to 999 attendees in a given webinar. We have folks representing customer success there.

And I think the reason that they're so successful is because our CSMs really bring in real world insights. And we've started including customers as well. And these are not marketing TOEFL webinars. These are customer webinars only for customers.

So our webinars are definitely the main source of content. We do use an AI tool to convert the webinars, some webinars that are applicable into what we call short form customer success insights, which are short snippets. And that goes into our hub, which helps feed the engine as well as the work that Elise does with education and help center content. So those are primary use, primary to, I would say, customer success content types.

We are working with CSMs and even product marketing to create more best practices guides, as well as like bringing in our use case content into hub so that customers can access it even if they don't have a CSM. How do you differentiate which content goes into help center versus academy? That's mine. So I don't know if this is in relation, this is probably in relation to when we're converting webinars into the right content for our customers.

So I'll take that kind of viewpoint. But when we're doing, when we're taking that Q&A, a lot of it is going to be just straight up help center articles. It really depends on the themes that are being brought up in the webinar itself. So if it's pretty straightforward FAQs that we could implement or we could easily add call outs or something like that into our articles, that'll be the fastest way to get the content in so that way customers don't have to wait for it.

If we see themes that are pretty common across our webinars, like say, for a whole quarter, let's analyze what was brought up by our customers across the 15 webinars that we've had. That's an opportunity for my academy team, for my instructional designers to analyze what exactly was brought up and can we create a short form video about it? Could we create a quick one pager about it that we could easily send out in the next engagement email? Could we create some type of learning course or add to a learning course that we have and advertise it on Community Hub to say, "Hey, you asked, we listened, this is where you can find this now." It really depends on the theming that we have.

Since Academy takes a heavier lift than a lot of the Help Center content, that's how we differentiate between them. I'm gonna jump to the third. How do you get customers to care about gamification? Are you rewarding them in any way as they move tiers?

Yeah, that's a great question. It's a conversation I have every day with Amara, my team who manages our hub. It's challenging, honestly. I don't know if you guys, for those of you guys who have communities and setting up gamification models, I think a lot of it goes into understanding the persona and what triggers them.

At my previous company when we did this, it was a more, I would say, tech audience. And there was a lot of benefit for them to help others. I think there was just a lot of community, in-built community helping. They could also create content to share on the hub, which really helped.

Here, we're still, I would say, figuring out what is it that helps with gamification. We know the inner circle driver is definitely there from an advocacy perspective. That's what we call an advocacy platform. And we know that driver is there because that's when they start getting the swag.

They get the special rewards at conferences like this. But it's the pre-thing that we're still trying to figure out because we have customers right now that are highly engaged or enough that are highly engaged in getting to that 300 points. And then we have customers that are kind of around the 100 and 200 points. But figuring out how to get them over is something that we're working on.

So that's one of the pilots that Elise mentioned that we're trying. We are also trying other things to try and introduce, get some budget for some swag to kind of incentivize them to move from level to level, as well as start recognizing folks on public platforms like LinkedIn and by creating a monthly community shoutout kind of program in coordination with our marketing team, as well. So we have a lot of that going on to try and understand it. But it's definitely an area that we're experimenting with and trying to figure out what is it that actually moves the needles with our customers and gets them to come back.

Let's see. In the back, do you mind clearing out the first three questions that were answered so we can populate some more? So I'll go to the bottom. How do you position your customer hub as a unified front door as opposed to agent that could also answer some of these questions?

Yeah, I can take that again. I think that's a great question. I mean, all of us here are hearing about AI and agents, and especially in product. One of the things that we don't do at Optro is leverage in product.

And so one of the things we are looking at is understanding how we can integrate for thought, which is what our Zendesk uses, and is our chatbot type tool, as well as other agents to understand how we can address that question. Right now, it is built on the digital success hub or the community hub being at that front door as a place where customers can not only get their question answered, but they can also engage with other customers. They can also learn about what's next. They can submit product feedback as that unified experience.

But definitely, as we go further on the AI journey, Zendesk is going to be huge. Because if a customer is just looking to answer a question and do nothing else, they do not need to log into the hub. And that's definitely something that we need to meet the customer where they are. But right now, because of the way our model is, we're definitely trying to get them to engage as well.

And so the hub is that destination. But it's something that is top of mind for us. I'll also add that the UI in our platform also helps a lot. There was an image of-- the only way you can get to any of our programs is directly through the Optro platform.

And it's all through a little question mark on the bottom left-hand corner. So customers really don't know that if they click on one of those links to Community Hub or Academy, that they're going somewhere else, it all seems like they're starting from the same spot. And then with that unified navigation, helping them say, OK, this looks exactly the same in all of these other places, I'm going to click on this so I can go now to the Community Hub. So I think that also would be a great way to leverage that unified front door feeling.

So that way, they don't really have a place to start other than that centralized location. Great. And keeping on the topic of AI, can you explain why you chose federated search versus AI search? Yes.

I don't necessarily see it-- I mean, AI search is federated, in my opinion, like if it's AI search, it has to be federated across the content. Gainsight did offer us out of the box, easy federated. And AI search, I should say. But we have been having conversations with Gainsight's product team in terms of how do we improve the content.

I think there's definitely a lot of room for us, as I said earlier, with Agenic as well, to improve the search, whether it be with Gainsight or look at other ways of how to embed that into the product so we can get the customers the answers that they need faster. But for us, it was just-- I would say it was just easy with Gainsight CC. I've come from other community platforms, again, putting a pitch for Gainsight, where we had to build that from scratch using solar and other tech integrations. And it made it easy.

But definitely with AI, it's getting even easier, right? And Agenic. So we definitely need to keep progressing on that. But right now, it is federated and AI search through Gainsight community.

And do your Academy and community share the same user authentication do face challenges with consistent access? Yes. So that's kind of that starting point in the platform. It's all SSO.

So as long as you're logging in straight from the platform itself, it's going to-- as soon as they click on Academy, their account is created in Skill Jar. And as soon as they click on Community, their account is created in the Community Hub. So that starting point helps us not face as many challenges with constant access just because it's already built in for them. So it's a one-click easy access point.

Yeah, I will just add here, our situation is a little bit unique because Academy and Community Hub are both under protected. They're not publicly available assets. If you do have public communities in Skill Jar, I think having an identity management solution is a good idea if your company will do that. At my previous company, when we did have public community and public academies, we did have ForgeRock or another identity management provider to manage authentication to make sure that access was consistent no matter what resource you used.

Because that is a big thing. Nobody wants multiple passwords and logins. And it's also important to maintain the identity to know if somebody is a customer or a partner or employee so their experience can be adjusted as they log in. So for us, that isn't a challenge right now because we are not public, I mean public facing.

But it's definitely an area where, if you're in a situation, unifying it through an identity management provider would make a lot of sense. Perfect. Thanks. Can you expand on the additional checks that Qualtrics provides versus the Gainsite integrated surveys?

Yeah. So I guess one point of clarification. We do use Gainsite surveys when we send out emails. So my team also manages our emails that we send out.

So we do use Gainsite surveys when we send out emails. The Qualtrics survey is only being used for feedback collection in our Gainsite community. Customers can submit feedback directly from the CSMs, but we also encourage them to go to the community and submit feedback and vote on others. And this is an area where, for those of you already using Gainsite community, you probably know that the form that Gainsite provides out of the box is limited in the sense that it doesn't allow you to provide additional fields and input.

And so that was our way of using Qualtrics to do that, so that just we could have a more robust form. But it's embedded into the platform, automatically logs in the user. So from a user perspective, they don't know that they're using Qualtrics because it's just embedded into the website experience. But that's all we're using it for.

Right now, the checks that occur after that Qualtrics form is submitted. It is all manual in terms of the person on my team reviews every single feedback. And then we actually have a hack. If anybody is a developer out here, we use Postman's APIs to be able to take the content from Qualtrics and push it into Community Hub.

And for any of you guys who want to know as well, we also use Postman to issue badging and points for customer education as well into Community because there's no inbuilt connection for that. So we kind of heavily rely on APIs and connectors to get those points and those activities over. We'll definitely have time for these last two questions. But if anyone wants to submit anything as well, feel free.

We should have time for maybe one more after that. So did you bring your content from your old customer community when you migrated to Gainsights community? Yeah, we did. So we brought in all of our-- we brought in all of our customer discussions and conversations.

And we brought over selected feedback. Again, kind of just going back to the challenge that we had earlier where we just had a lot of feedback entries with not the right quality. So we only brought in most of the feedback, but all customer conversations. And I think for those of you evaluating community, the Gainsight team took care of their migration for us.

But we worked with them to understand what content to migrate and how to migrate it over. But they managed the migration process for us. Using plug, amazing plug there. Good last final question.

As long as there's no more, but we're definitely open for more. We do have time. What methods do you use to take success feedback into education and documentation? So when it comes to success feedback, a lot of it, we're still highly dependent on where the product goes.

So if the product is not reflecting that success feedback, it doesn't make it into our documentation and our Academy. I will say that we analyze our Zendesk tickets quarterly. So we can see what customers are asking about, again, collecting those themes and applying those back into our documentation and our Academy content. So we're doing it from the ticketing side to make sure that our ultimate goal is to take a deflection and helping customers get what they need, find an answer, and then go back to their jobs.

By analyzing those rather than the success feedback, we're taking on what's currently going on in our platform and what are the issues and what's being resolved and how can we put that in our documentation versus the success feedback that's sitting with our product and engineering teams. So if they don't make those updates or change those things, it doesn't make it directly into our content because it won't be accurate. Thank you. And last one.

How do you currently repurpose content across functions or does each team largely create independently? Yeah, we're starting to do a lot more of the cross-- almost like promotion of our content. So right now, the content across functions is pretty limited to taking the Q&As from the webinars and plugging them into what we have. However, we have a big certification program.

So anytime we have certifications, we want to try and promote those in Community Hub. We're also looking to the new widgets that Skill Jar is offering. So that way, you can actually see on the Community Hub when you log in, how many courses do I have completed, which courses do I still have to go, and trying to make it more of, again, that unified front with those widgets. So we haven't connected them yet, but it's on our roadmap to get those up and running.

So that way, the visibility is there. [END PLAYBACK] All right, well, thank you both so much. That was a lot of great information. Yeah, thank you both.

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