Making the customer onboarding experience consistent and airtight is a meticulous effort. We built our GuideCX with a needs-based approach to map the customer onboarding experience (solve a problem, uncover a problem, solve a problem, repeat). What's impressive is our needs have evolved since we first started, and the Guide CX platform has partnered with us every step of the way. We get a A-Z snapshot of the customer journey, and it helps us improve customer experience and internal process. The reporting available guides several OKRs each quarter. Finally, we're email experts and GuideCX provides enterprisy tools that ensure deliverability of email notifications from the app.

The in-app support experience is world class including a knowledgebase, chat, product roadmap voting, and previous support conversations. It has a partnership feel. The support team themselves are rapid responders and generally cool to work with. Review collected by and hosted on G2.com.

It's hard to provide any dislikes when you see how committed this team is to get it right. With that said, two features will keep GCX on the bleeding edge for SaaS onboarding. Both relate to reporting. 1. (Daily Stand Up) DSU grid centric, at-a-glance report on where each deal is at by rep as well as the ability to quickly apply a multi-layer sort, update the details, and comment >without leaving that view<. We use a spreadsheet for this currently, and it's a pain.

The second feature is aggregate reporting of vanity metrics to enhance OKR follow-up and further define our customer post-sale lifecycle, starting with the onboarding. Review collected by and hosted on G2.com.