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.
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 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.
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.
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.
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.
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.
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
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
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?