Managing your customer accounts is even easier with the Staircase AI Gong integration. Transcripts are fetched from recorded client<>vendor calls and analyzed for critical milestones across the entire customer journey such as extremely negative sentiment instances, commercial discussions, business reviews, and team performance. Staircase AI also provides call summarization and next steps.
This article covers the benefits of this integration and a how-to guide for getting it setup.
Benefits of the integration
Enhanced visibility into customer insights with Gong calls: By integrating Gong calls into Staircase AI, you'll be able to get a more complete picture of your customer communications.
Enhanced productivity: Staircase AI is the hub that brings together all of your customer communication data into one place. This saves you time and enables you to be more productive.
Sentiment analysis and alerts on customer frustrations or opportunities: Staircase AI uses sentiment analysis to help you identify customer frustrations and opportunities. By integrating Gong calls into Staircase AI, you'll be able to analyze the sentiment of the conversations that take place during your sales and customer calls, and receive alerts if any frustrations or opportunities arise.
How to set up the integration
As a Staircase AI admin and Gong.io admin, log into Staircase AI and navigate to the Settings > Integrations > and click on the Gong card
Click the "Connect" button
Authorize the Staircase AI app on Gong
Staircase AI will now pull in transcripts from recorded client<>vendor calls for team and customers you've onboarded to Staircase and analyze for insights.
Notes
Client<>Vendor calls must be recorded by your own instance of Gong for Staircase AI to have access to the transcript so please ensure your team owns the meeting series invite and provides the meeting link so Staircase is able to analyze the call.
While Staircase AI will identify topics discussed on the call and customer sentiment per topic - that sentiment will not apply to the overall customer sentiment score (unless extremely negative sentiment instances are detected in the call - those will impact the sentiment score). Data on topics and related sentiment from call analysis an be accessed in the Topics report and average customer sentiment per topic will be inclusive of call transcripts.
If you have any issues setting up the integration or have questions about using Staircase AI or Gong, don't hesitate to reach out to our support team or your dedicated CSM. We're here to help you get the most out of this powerful platform!