Why Warmly has become one of the fastest growing apps used by Gainsight

Overview

About Gainsight
Founded in 2013
Headquartered in San Francisco
Focus in Customer Service
Challenges
Gainsight employees struggle with building rapport and establishing credibility in external calls.
Solution Benefits
Higher customer
satisfaction scores
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Increased productivity on building customer relationships

As the leading Customer Success platform provider, Gainsight has employees all over the world, supporting customer-centric businesses with key business issues such as customer success, product experience, and revenue optimization to name a few. Their mission to help others build deep and lasting relationships and bring a human element back into this digital space resonates strongly with our own purpose. 

Gainsight's customer facing teams realized the difficulties with developing trust and credibility as meetings increasingly shifted to Zoom. To combat these rising challenges, Gainsight introduced Warmly to its workforce and almost instantly saw positive results.

Focusing on the important details

74% of people find themselves researching a person while speaking to them in a Zoom meeting, and Gainsight employees were often in the same boat.* Through the implementation of bios within the Nametag, individuals were able to discover commonalities with just a quick glance. The need for this frantic Linkedin sleuthing diminished. With their attention no longer divided, conversations became the main focus, resulting in higher retention of what was discussed. Instead of the back and forth introductions and “how’s the weather” chatter, employees reported not only getting to know one another more deeply but also initiating the meetings’ agenda sooner so folks could finish the meeting on time.

"A Warmly Nametag in every meeting is a no brainer for any organization hoping to enhance its virtual meeting experience.

Warmly helps Gainsight save thousands of hours a year on wasted introduction time."
-Nick Mehta, CEO

Establish brand presence and credibility with a click

Showing up to video calls as a unified front is key to establishing yourself and team as qualified, knowledgeable professionals. Warmly removes background distractions and allows Admins in the organization to sync all backgrounds with a simple click, which is especially useful in large pitch meetings or onboarding sessions. Gainsight used the Admin Portal to regulate the backgrounds and Nametag elements to fit their brand standards.

Learning to speak the same language

After instituting Warmly backgrounds and Nametags,  Gainsight representatives almost immediately noticed a difference. Diffusing tense situations using Warmly Nametags became exponentially easier as they were able to discover commonalities between the two parties. 

There was a sparkle in the eyes of employees that were usually glazed over, and meeting participants seemed more focused now they felt more comfortable, which allowed for more natural flowing conversations.

"Being a new remote employee at Gainsight, I have been able to learn more about my colleagues because of their Warmly background"
-Stephanie Gage, Solutions Architect

Saving time with 90% less
pre-meeting prep

Like many other companies, Gainsight's team spent several hours per week searching for information about who they're meeting with. Speaking with different people on a daily basis can make remembering the details of a particular customer difficult, especially when they've scheduled the initial or follow up call weeks ago. The team frequently had to refresh their memory by Googling or reviewing previous communications while balancing a packed schedule.

After enabling Calendar Signatures, Gainsight employees were able to easily access names, name pronunciations, job titles and location details all within the event invite as they leap into video calls. They were able to gather instant insights on their customers within their own calendar, reducing pre-meeting preparation time by 90% and reallocating the saved time to backlogged initiatives.

Ready to incorporate Warmly into your workflow?

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Over 10,000 organizations run on Warmly