Gainsight - Product Experience
GainsightReviews from AWS customer
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Huge potential if you have the know how!
What do you like best about the product?
The in-app engagements have been an absolute gamechanger for our company. We are now able to communicate with customers at a click of a button in a very user-friendly way as we found that emails weren't having much impact. Creating engaging and informative pop-ups live on the site is just invaluable. We have also recently launched a Knowlegde Centre bot which allows users to take guided product tours of our software!
What do you dislike about the product?
As per my title, PX is a beneficial piece of kit to have but only once you have the know-how. I find the online guidance to be quite unhelpful and hard to follow, therefore we have faced numerous difficulties when setting things up, or in the beginning, just trying to pull off simple reports. Aside from in-app engagements, we also use PX to report on usage data, but found PX's reporting abilities limited therefore we map the data into Gainsight CS to pull meaningful reports.
What problems is the product solving and how is that benefiting you?
We now feel closer to the customer and slowly working towards understanding the customer's experience as a whole. With the usage data, we can highlight lesser-used areas of our software and focus on making improvements to the said areas with pop-ups asking users what they feel about this area whilst visiting it. We can also improve our users onboarding experience through the Knowledge Centre Bot and ensure they are given a product tour to become familiar with the software.
Great Platform with a lot of functionality
What do you like best about the product?
The ease of accessing data from multiple sources
What do you dislike about the product?
Sometimes hard to understand new features
What problems is the product solving and how is that benefiting you?
Tracking and identifying trends and changes
Gainsight PX is a Valuable User Insight Tool for Product Teams
What do you like best about the product?
Gainsight PX has all the features I need as a Product designer
- allow multiple accounts
- engagements
- User analytics
- easy implementation
- allow multiple accounts
- engagements
- User analytics
- easy implementation
What do you dislike about the product?
There is not much that I dislike about this software.
What problems is the product solving and how is that benefiting you?
With Gainsight PX I am able to engage with my users and understand what drives them in real time.
A must!
What do you like best about the product?
It is a very easy to use tool, user friendly and super powerful. Our conversions rates have increased massively.
What do you dislike about the product?
Translations management for companies with multi-language support.
What problems is the product solving and how is that benefiting you?
We can now send communications in app based on the user profile, country, product plan, etc in a very easy way. In app engagements for the onboarding phase has also helped us a lot reduce the number of ticket to our Support teams.
Recommendations to others considering the product:
I strongly reccommend to have PX as a Customer Success tool for all in app engagements (NPS, CES, Onboarding, surveys, knowledgebot, etc). Besides it is a key tool for the Product team as well.
Great product that integrates with Gainsight CS unlocking massive potential.
What do you like best about the product?
The integration with Gainsight CS and the ability to surface in-app engagements and surveys are extremely valuable. Integrating usage data into health scores too.
What do you dislike about the product?
The engagement editor isn't very user-friendly. It's also challenging to organize all of the various engagements. That said, PX is making strides daily to improve the usability and features of the product. I am very impressed with their speed to implement feedback.
What problems is the product solving and how is that benefiting you?
1) Acquiring user feedback early and often. Benefit: The inclusion of in-app pulse checks and surveys solves this. 2) Understanding user behavior. Benefit: Now have visibility into feature usage. 3) Continual customer education and notifications of new product features/functionality. Benefit: Drive usage and communicate ongoing value delivery.
Recommendations to others considering the product:
If you are using any other Gainsight products, this is excellent product analytics and customer engagement platform. It's great to understand specific user behavior and enable targeted interventions.
Really powerful customer insights
What do you like best about the product?
Gainsight PX makes it really easy for us to understand which accounts and which users are engaging with our software. As a PM, I can easily tag events to be tracked and don't need any input from engineering. I use this tool regularly to understand adoption of new features, and to discover who my power users are.
What do you dislike about the product?
There is a bit of a learning curve with PX. I would say that my least favorite thing is the navigation. Somehow it is not intuitive for me and results in a lot of lost clicks.
What problems is the product solving and how is that benefiting you?
We use Gainsight PX to understand feature usage, to create in-app announcements around new products, and NPS surveys. It is a great way for us to engage with our users.
Recommendations to others considering the product:
I would recommend trying all the different modules since the tool offers a lot of different capabilities.
Game changer to our customer interaction
What do you like best about the product?
As a product manager, analytics and customer maps are invaluable.
What do you dislike about the product?
Trying to figure out what all of the features and tabs do and what information they provide me. Definitely a learning curve.
What problems is the product solving and how is that benefiting you?
Gain analytics on customer usage and the paths they take. Also providing in-app tours over new features or scheduled downtime.
Recommendations to others considering the product:
Spend time mapping your pages, then schedule time monthly or quarterly to review the mapped pages vs new features to ensure you are not missing any new items in the maps.
Powerful messaging and analytics tool when coupled with Segment
What do you like best about the product?
Easy to deploy low code/no code engagements and messaging. Powerful integration when leveraging segment to add even more value.
What do you dislike about the product?
Setting the cadence/frequency of engagements can be confusing at times. Analytics funnels take a while to load.
What problems is the product solving and how is that benefiting you?
Onboarding new users to our software platform. We've seen an increase in conversion rates by leveraging engagements.
Recommendations to others considering the product:
Great growth hacking tool.
Nice combination of in-app engagement and usage analysis
What do you like best about the product?
Easy configuration of in-app engagements and surveys, limited coding to get everything to work, some nice out-of-the-box analyses tools on usage data, very intuitive
What do you dislike about the product?
Deep-diving into the gathered usage data beyond the built-in functionality is not that easy. For these kinds of analyses, we typically revert to Gainsight CS, based on the PX usage data.
What problems is the product solving and how is that benefiting you?
* Increased response rate on NPS survey
* Increase attendance of training webinars and events via in-app invitations
* Quick user insights via short in-app surveys
* Increased activation rate of new users via in-app onboarding journey
* On-demand product tours via embedded Knowledge Center Bot
* Increase attendance of training webinars and events via in-app invitations
* Quick user insights via short in-app surveys
* Increased activation rate of new users via in-app onboarding journey
* On-demand product tours via embedded Knowledge Center Bot
Recommendations to others considering the product:
Even though features can be mapped out of the box, I do recommend to add a specific identifier for mapping, as this provides more visibility to developers into what identifiers are used (and prevents them from deleting/replacing them). For the rest, Gainsight PX is an ideal tool for a crawl, walk, run approach. Start small and keep on adding valuable engagements (making use of throttling and prioritization options to not overload your users with popups).
Gainsight PX does it all
What do you like best about the product?
I love how easy it is to set up PX initially and how easy it is to create new engagements. User management has recently gotten much easier with Role Groups.
What do you dislike about the product?
It can be difficult to know what features to map, especially if your product team is unfamiliar with how analytics software can both help analyse workflows and use those analytics for targeted training.
What problems is the product solving and how is that benefiting you?
We use PX to solve two main problems: product usage analytics and product education.
Recommendations to others considering the product:
An easy installation gives you quick insights into how your users are using your product. Take that back to your product team and begin developing guides and user tours to optimise user workflows.
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