Question 1

How is this different from Gainsight?

Accepted Answer

Gainsight is your CS system of record, where you manage accounts, run playbooks, and track health scores. Kaelio is an intelligence layer that sits on top. It connects to Gainsight along with your CRM, product analytics, and support tools, then correlates signals across all of them to surface risks and opportunities no single tool can see on its own. Your team gets scheduled digests with recommended actions, and your CSMs can ask Kaelio questions about any account directly in Slack. No dashboard required.

Question 2

Do I need to replace my existing CS tools?

Accepted Answer

No. Kaelio connects to your existing stack: Gainsight, Salesforce, Mixpanel, Intercom, and others. It reads from your tools, correlates signals across them, and delivers intelligence where your team already works (Slack, Teams, email). Nothing to migrate, nothing to rip out.

Question 3

How long does setup take?

Accepted Answer

Most CS teams are up and running in under 15 minutes. Connect your data sources, pick a CS template or build your own, and Kaelio starts monitoring. Your first digest can arrive by the next morning.

Question 4

How does Kaelio decide which accounts need attention?

Accepted Answer

Kaelio watches engagement patterns, usage trends, support ticket velocity, and renewal timelines across your connected tools. It flags accounts where multiple signals converge, like declining usage plus an upcoming renewal plus open tickets. Start with proven thresholds out of the box, then Kaelio adapts based on which alerts your team acts on, so the signals get sharper over time.

Question 5

What if our health score model is custom?

Accepted Answer

Kaelio starts with proven CS templates, but you can adjust signal weights, thresholds, and risk criteria to match your model. From there, Kaelio keeps tuning based on which alerts your team acts on. The system adapts to your workflow, not the other way around.

Question 6

Is our customer data secure?

Accepted Answer

Yes. Kaelio is SOC 2 compliant and uses 256-bit encryption at rest and in transit. Your data is never used to train models or shared across customers. We offer SSO, role-based access, and audit logs for enterprise deployments.

Your intelligence layer, starting tomorrow morning.

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