Gainsight - CS
GainsightReviews from AWS customer
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Gainsight PX Review
What do you like best about the product?
The ability to create highly targeted in-app notifications and enablement materials has truly been a game changer for us. From release notes and embedded videos to surveys we are able to inform and connect with our customers in a way we never were.
What do you dislike about the product?
The analytics are not as flexible as they need to be to make them truly actionable. There are so many dashboards and widgets that we can't drill into where we need the user level detail, and this can make it difficult to get our internal stakeholders the information they need.
What problems is the product solving and how is that benefiting you?
We previously were only able to survey users who were in our Salesforce instance, but now we can target all users of our application. We also can now add a new layer of enablement and analytics to our products.
Has opened the door for possibilities in discovering the unknown of user behaviors in our platform.
What do you like best about the product?
Custom events and query builder. It allows us to get as granular as we need to capture certain details that make a big difference in data-informed decisions.
What do you dislike about the product?
Product funnelling is hard and confusing. Tried to understand how long a user stays on a particular page before proceeding and it is not very reliable.
What problems is the product solving and how is that benefiting you?
Gaining insight on product usage, particularly certain features being released.
Helps confirm product decisions!
What do you like best about the product?
Allowing us to make events catered to general and granular events is super helpful as we can see the success of a product as a whole and drill down to the specifics!
What do you dislike about the product?
I think the UI could be a tiny bit more intuitive in terms of creating options in product mapper and giving you an option to directly add it into your dashboard.
What problems is the product solving and how is that benefiting you?
It helps us track what customer(s) are using product wise without our platform so we can measure the success and confirm that business decisions we make were a success or not.
Easy to understand and able to use tool
What do you like best about the product?
Rapidly adapt to use the tool without the need for instructions
What do you dislike about the product?
Sometimes information is scattered over several dimensions, which can be wasteful finding to read data to review usage or survey information of our products
What problems is the product solving and how is that benefiting you?
Giving insights in customer satisfaction and product usage so I can support my customer on the adoption journey
Great experience with the platform!
What do you like best about the product?
I'm using Gainsight for NPS reports. It's been always good experience. No glitches, no issues for last 2 years.
What do you dislike about the product?
Nothing, I could mention here. Hope it will remain the same :)
What problems is the product solving and how is that benefiting you?
Easy access to analytics report, helping me understand overall sentiments of customers;
Great product analytics tool for CS
What do you like best about the product?
Its easy mapping function of internal features used by our customers
In-app engagements for product announcements and personalized messages
In-app engagements for product announcements and personalized messages
What do you dislike about the product?
I would love to see more functionalities in KCB and design options for guides and announcements. It feels a little outdated with some of the features.
What problems is the product solving and how is that benefiting you?
It gives me granular information on how my customers are using our product
Product Manager self-service instrumentation
What do you like best about the product?
The ability for product managers to directly instrument the product with minimal or zero coding required. Ability to quickly analyze adoption metrics across features.
What do you dislike about the product?
You must rely on custom events to achieve more complex tracking use cases. It creates a dependency on development teams.
What problems is the product solving and how is that benefiting you?
Helps identify user flows and features with lower adoption. Helps us analyze retention and attrition from different audiences and segments. We are able to get a better view and understanding of our product adoption goals and how our customers are actually using the product for.
Gainsight PX provides me the data I need to track customer health and product feature usage
What do you like best about the product?
Gainsight stores and collects all the data I need to track detailed application usage to determine user adoption and feature adoption. Their product mapping tool is particularly powerful.
What do you dislike about the product?
It's time-consuming to get the data I need in the format I need, so the dashboards aren't very useful. This could be the result of our implementation and not Gainsight itself.
What problems is the product solving and how is that benefiting you?
Determining product and feature usage by user and customer, including how much they use the system and how often. This helps us identify successful features validates our ICP.
Account Level Metrics
What do you like best about the product?
At an account level, I'm able to understand which users are logging in and how often.
What do you dislike about the product?
I don't have an ability to see what users are doing through video playback.
What problems is the product solving and how is that benefiting you?
I'm able to see whether or not my clients are logging into our platform and how often, which is huge from a SaaS point of view.
Great Platform to engage with users
What do you like best about the product?
The ease of use, simple to set up and deliver engagements, gather feedback and measure customer satisfaction
What do you dislike about the product?
The UX can be better in some areas, but nothing major lacking. The product is good at what it is capable of
What problems is the product solving and how is that benefiting you?
Engage with customers, gather their feedback about the product overall and certain specific features as well
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