Gainsight - CS
GainsightReviews from AWS customer
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Excellent Product Usage Reporting with Great Integrations
What do you like best about the product?
As someone new to a Customer Success Operations role, Gainsight PX is one of the most important tools I use to communicate product usage and NPS data to the rest of our GTM teams. As a company that has acquired a number of products in the past year, our CS teams had a whole slew of tools to cover usage and customer communication. Still, PX is by far the most usable and easiest to integrate with our internal Revenue Intelligence tool, Intelligence360. The PX CS team has been extremely helpful, especially Aditya, working through integration issues and data cleanup on a regular basis. The NPS reporting is simple, easy and versatile, which really allows us to expertly poll our customers on a regular cadence.
What do you dislike about the product?
My main issue with PX is that some of the most important features live in the sister product, Gainsight NXT, which we also have for some of our team. While Gainsight NXT is also useful, it does feel like you have to purchase 1-2 features from a completely different product to make PX a powerhouse of usage data. Other than that, it is a well-made product and allows for reporting on account health while relating it to other Salesforce objects, which is our most important use case.
What problems is the product solving and how is that benefiting you?
Gainsight allows us to push core usage data from our customer instances to Salesforce, which, in turn, allows us to report on usage data in our Revenue Intelligence platform. It gives us a full view of our customer adoption and alerts us when it drops into an at-risk category. It has helped us reduce churn and increase adoption across the board.
Excellent Product Support
What do you like best about the product?
The Gainsight Support Team is fantastic. Leading a customer support team myself, I appreciate the quick responses and how thorough any Gainsight customer support agent is to my emails. Almost every time, I receive a video showing exactly how to solve my problem. This step-by-step is so helpful!
What do you dislike about the product?
There are times what I create in the Gainsight editor does not appear as expected in my product which can lead to frustrations.
What problems is the product solving and how is that benefiting you?
I primarily use Gainsight to promote resources and registration links for virtual programs. We have also placed some tooltips (badges) in our platform to avoid common support questions.
Helping to create alignment across the org on data driven design
What do you like best about the product?
We've been using Gainsight PX for a few years and I keep finding more reasons to love using it. Building a strategy around user metrics and KPIs to drive design changes has helped our teams align on solutions for our users. Our Product team is really ramping up their usage of PX and working to measure the metrics that matter. We have aligned our user centered design processes to include Gainsight as a way to learn about users, recruit them for studies, identify personas + attribute patterns, and get a better understanding of the areas in our products they love and where they struggle. I'm in Gainsight PX everyday, building or analyzing dashboards + reports. I love the new product mapper upgrades. It makes it so much faster to map new features in our product when they are released. I'd love to see this structure make it's way into the analytics feature too.
Gainsight support and my CSM always have my back. I love my biweekly Friday conversations with Monica!
Gainsight support and my CSM always have my back. I love my biweekly Friday conversations with Monica!
What do you dislike about the product?
Templates as a standalone feature in Engagements needs work. There needs to be one place to edit/update existing templates, add new ones, and make global style changes. I have 6 different products I'm managing PX for, and each one has to follow a set of brand guidelines. Our motto is that anything in the product should look like the product. When the CSS styling of our codebase overrides what I'm seeing in Gainsight's preview, that becomes a huge problem when releasing guides into production. Not to mention, we have a process around guide creation that lives with our UX design team. We don't want to have to bother engineering (who are very busy with improving our products) to change CSS every time we release a guide or a survey.
We would also love to be able to schedule engagements per usage of features in the product map. Today, we can only send messages immediately or "being used right now". We would love to set this to something like "10 min after".
We would also love to be able to schedule engagements per usage of features in the product map. Today, we can only send messages immediately or "being used right now". We would love to set this to something like "10 min after".
What problems is the product solving and how is that benefiting you?
We struggled to measure user engagement and tie those metrics to features that our customers want. As an organization with a past of being engineering driven, we are trying to change the culture and think more about the customer. Gainsight PX helps us to triangulate our user data and pair quantitative information with user interviews + formal UX research. Overall, this means we are building features our customers crave and are backed by data driven user insights.
Gainsight PX is codifying how we measure user engagement, adoption, and retention, as well as how we insert in-product documentation into our products. The KC bot is unifying our knowledge bases, giving users a single source of truth to search for help when they need it.
Gainsight PX is codifying how we measure user engagement, adoption, and retention, as well as how we insert in-product documentation into our products. The KC bot is unifying our knowledge bases, giving users a single source of truth to search for help when they need it.
Gainsight PX
What do you like best about the product?
I enjoy how much it dives into product utilization across different features
What do you dislike about the product?
The UI and UX are quite confusing at times. To me, it should be more intuitive and self explanatory
What problems is the product solving and how is that benefiting you?
Visibility into product feature utilization. This helps our product team prioritize features and improvements.
Gainsight PX allows us to view customer depth and breadth of adoption of our products.
What do you like best about the product?
I love the ease of use in setting it up.
What do you dislike about the product?
It's not always intuitive, but once you've done something once it's easy to do it again.
What problems is the product solving and how is that benefiting you?
We're given visibility into our customers' usage of our products. What are they doing? What aren't they doing? We can then use the data to determine what happens next, either/or process refinement or system change.
Great Product, could use some improvements but the data is incredibly valuable
What do you like best about the product?
The data and the engagements, I love being able to see live data in one place and being able to communicate with our customers directly on our product is incredibly valuable. In-app Engagements alone make PX an incredible value add.
What do you dislike about the product?
There are a lot of kinks that need to be worked out... The help documentation isn't always helpful or easy to follow and there are some reporting features that could use some improvement in functionality as well as ease of use.
What problems is the product solving and how is that benefiting you?
Px provides us with usage data that helps us better understand our customers and their journey within our product. They also allow us to create in-app Engagements, communicating outages, surveying our customers, or notifying them of any changes Live within our product.
Great Tool to Identify Challenges in User Experience (UX) to Optimize Sales Funnels
What do you like best about the product?
Gainsight PX helped us identify the challenges our users were experiencing on our websites. For our use case or company, we implemented Gainsight PX to observe the traffic on our websites and analyze where most users exit our website. Along with this, we were able to integrate Gainsight PX with Google Analytics which helped us optimize our conversion reports.
What do you dislike about the product?
I do not dislike anything about Gainsight PX, my purpose for using the tool was fulfilled with the help of their website roadmap feature. Onboarding for Gainsight PX was also simple with an amazing support team that helped us.
What problems is the product solving and how is that benefiting you?
We created a sales funnel for our website which was ineffective. With the help of Gainsight PX, we were able to visualize customer drop-offs and weaknesses in our funnels. This helped us strategize and modify our website user experience which resulted in conversions.
Great Tool to Analyze And Understand The User Experience
What do you like best about the product?
Gainsight PX is very helpful in understanding the behavior of our users and identifying the pain points in their user journey. For instance, we can monitor their browsing behavior on the website and understand at which moment they decided to drop/abandon their order. Moreover, it natively integrates with major CRMs (like HubSpot, SAP, and Zoho), Productivity tools (Zoom, Gsuite, Outlook), BI platforms, and more!
What do you dislike about the product?
There is not much to dislike about Gainsight PX; their support team is very responsive to any type of inquiries and concerns. However, just like any tool, there will always be a learning curve during the onboarding/implementation phase. Thankfully, their onboarding experience is very straightforward and will guide you to proper implementation.
What problems is the product solving and how is that benefiting you?
When we implemented Gainsight PX, we started to learn how to correctly identify our users' pain points in their browsing journey. For instance, we were able to pin down the root cause of our abandoned carts due to a significant drop in website performance during the check-out process. As such, we realized that the problem was not with our product but with the payment aggregator we were using for our website.
Huge fan of Gainsight PX
What do you like best about the product?
I love the ease with which I can create in-app engagements to promote features, launch the release notes and collect user feedback on new and existing features. Also seeing what features users are accessing is incredibly insightful.
What do you dislike about the product?
Not much I dislike so far, although I think I'm still just scraping the surface of what is possible with Gainsight PX. I sometimes get a little frustrated with the engagement editor, although admittedly, I get frustrated with most HTML editors.
What problems is the product solving and how is that benefiting you?
User analytics primarily. What features are being used? How frequently? Who is using them? The ability to launch in-app engagements and release notes and target them to different environments has been a considerable time saver and increased my productivity significantly.
Great tool but has a few missing aspects
What do you like best about the product?
Product Mapper is very simple, In-app engagements, user-specific information.
What do you dislike about the product?
Active Accounts and Users information does not align with user conversations, needs more deep dive in some of those metrices, funnel report is not easy to create and build on, overall the tool is difficult to use. Not everything can be added to the dashboard
What problems is the product solving and how is that benefiting you?
Adoption, Engagements, Widgetized Dashboard, In-App engagements
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