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Customer success isn’t just about managing accounts—it’s about driving long-term value, preventing churn, and becoming a trusted advisor. However, CS teams are often bogged down by fragmented information, reactive workflows, and too much time spent chasing answers.

Glean changes this by equipping customer success teams with instant access to internal and external knowledge. The result? Faster response times, richer conversations, and scalable success strategies that help your clients grow and stay.

The Daily Struggles of Customer Success Teams

Your CS team is pressured to keep customers happy, deliver value, and spot risks before they escalate. But:

• Vital information is scattered across systems—CRMs, Slack, Confluence, Jira, Docs, and more

• Context switching eats up time and mental energy

• Reps wait on product, engineering, or data teams for answers

• Feedback from multiple clients isn’t easily analysable

• Sharing feature updates or troubleshooting issues requires manual effort

These blockers make it harder to be proactive and keep relationships strong.

Glean: The AI Copilot for Customer Success

Glean connects to your internal apps and external sources to unify your knowledge base and make it instantly searchable. With natural language queries and prompt-driven workflows, your CS team gets the answers they need—fast.

Gain a Holistic View of Every Customer

To help customers, you need to know them. Glean lets you:

• Search across internal emails, notes, past tickets, and product docs for a full picture of the account

• Use the AI Assistant to find public data about the customer’s industry or recent announcements

• Summarise customer history from multiple systems into one simple view, ideal for renewals or QBRs

This deeper understanding fuels more impactful conversations and shows your customers you’re always in tune.

Share Product Updates with Clarity and Confidence

Whether it’s a major new release or a small UI improvement, your team must communicate clearly and quickly.

Glean helps you:

• Stay up to date with product changes via search and smart summaries

• Build shareable collections of product updates for specific accounts

• Use Assistant to rewrite feature notes into customer-friendly copy

Instead of chasing product managers for details, CS can confidently take control of comms.

Resolve Issues Quickly—Even Without Engineering

When clients flag bugs or issues, time is critical. Glean helps your team:

• Search error messages and related knowledge base articles instantly

• Tap into internal tools like Jira and Confluence without leaving your workspace

• Find subject matter experts or similar past cases for faster resolutions

• Build self-service Glean Apps on recurring issues to reduce load on your team

The result: shorter resolution times and a better customer experience.

Consolidate and Analyse Customer Feedback

Client feedback is gold—but only if captured and acted on. Glean supports:

• Gathering feedback across emails, calls, and notes

• Using Assistant to analyse sentiment and identify common themes

• Turning feedback into reports to inform product, marketing, or executive teams

This transforms feedback from noise into strategic insight.

What Success Looks Like with Glean

With Glean, customer success teams:

• Increase NPS and customer satisfaction scores

• Spend less time searching and more time engaging

• Reduce escalations by handling more issues in-house

• Strengthen client relationships through personalisation and insight

Pro Tips for CS Leaders

• Create Glean Apps for common troubleshooting workflows

• Build a collection of ready-to-send feature updates tailored by persona

• Encourage reps to use the prompt library to answer tough client questions faster

Ready to Scale Customer Success with Glean?

Give your CS team the tools to act faster, be smarter, and drive real customer value. With Glean, they’ll spend less time hunting for answers and more time creating success.

Book a consultation with Generation Digital and see how AI can supercharge your customer relationships.

Want to learn more?

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