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Gong for Cs? Appen Wants It. Loves It. Needs It.
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Business Operation
Services
- Software Design & Engineering Services
The Challenge
Appen’s Customer Success team was struggling with managing their communication with customers. The team was often engaged in the “fun” game of Telephone, which turned out to be frustrating, inefficient, and often a huge waste of time and effort. There was no way to go back and validate what was actually said in the call. This ended up being a huge pain point for the CSM team. Moreover, the onboarding process for a new CSM was painfully long, taking up to six months. The first three months were reserved for just learning about AI, learning about data labeling, learning about machine learning, and really getting up to speed with the industry. The next three months were spent learning the different use cases on the platform.
About The Customer
Appen is a publicly-traded company that provides data used for the development of machine learning and artificial intelligence products. The Appen platform collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. They are helping create the technology of the future — working on a wide ranging span of projects from autonomous vehicles, chatbots, to ground-breaking robotics. They give companies the confidence to deploy world-class AI by providing intelligent solutions for all their data-labeling needs. The company was founded in 1996 and is headquartered in Chatswood, Australia. It has over 800 employees and operates in the Artificial Intelligence industry.
The Solution
One of the first things Shali did after deploying Gong was to build the customer success library. She began creating playlists and critical areas to help with the onboarding process. Gong forever changed — and improved — the CSM onboarding program. Gong offers Customer Success leaders like Shali several key advantages: Shared Memory, Reduced Churn, Drive Upsell Opportunity & Growth, and Voice of Customer. Gong’s insights help teams uncover the lead indicators of customer churn — quickly and efficiently get alerted on critical renewals for competitive and market-risk accounts. Gong helps share the true voice of the customer with product, product marketing, customer education, and operations teams.
Operational Impact
Quantitative Benefit
