Gainsight - CS
GainsightReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
241 reviews
from
External reviews are not included in the AWS star rating for the product.
PX user since 2020 and always learning something new to better understand our users
What do you like best about the product?
The upside to using Gainsight PX is the level of details available to learn more about users. From a Product Designer perspective, I have learned a lot from the CES surveys and how they can improve a user's experience.
What do you dislike about the product?
The only thing I dislike about using Gainsight PX is how long it can take to feel comfortable with specific tasks at times. The workflow for me personally can be difficult when using the product mapper. I got on board with PX far after our company initially adopted it, so I reach out to the account executive as needed or ask questions in our monthly syncups.
What problems is the product solving and how is that benefiting you?
Gainsight PX is helping me to get the most out of the product overall and encouraging realistic goals to set and follow through on. As a software company, we had development work on our end to do to maximize our experience. Once global context is completed, we will gain even greater information to the level of detail we need.
Great for software user analytics
What do you like best about the product?
I primarily use Gainsight to see analytics and to know how often our users are using certain features. The dashboard view of the software gives me all the data I need at a glance.
What do you dislike about the product?
I am not a power user of Gainsight, so to be perfectly honest I do not have anything negative to say about it. I did hear one negative comment about Gainsight and the product tour feature; namely that the process for setting up a product tour of our software through Gainsight was not the most useful and seem to be more targeted towards developers than those who don't have experience coding. My team is full of non-coders, so it made it difficult to build out exactly what we wanted knowing our current constraints. This may be a feature very well positioned for companies that can support a code-heavy integration, but for us it made things a little more difficult.
What problems is the product solving and how is that benefiting you?
Provides all the data I need to see in one place. I've had to do some research into usage data, and Gainsight has provided me a great reference that helps to inform business decisions for our product team. I can dig into the numbers, see how often users are using (or not using) specific features, see how often users are logging sessions, and see the overall session count. In a business driven by data, you need to have these numbers, and Gainsight has been our solution to bubble up these metrics.
Gainsight PX has been an invaluable tool for optimizing our customer experience.
What do you like best about the product?
The upsides of using Gainsight PX are numerous. One such upside is that it has provided us with a comprehensive view of our customer engagement and usage, enabling us to identify areas of improvement and opportunities for growth. Secondly, it has enabled us to track our customer journey and usage data in real time, allowing us to quickly identify any issues and address them before they become major problems. Also, it has an easy-to-use interface for creating and managing customer segments and campaigns, making it easier to target the right customers with the right message. Finally, it provides us with powerful analytics and reporting capabilities, allowing us to gain deep insights into our customers and their behavior.
What do you dislike about the product?
The downside of using Gainsight PX is that it can be difficult to set up, customize, and configure, and it can be challenging to keep up with the ever-evolving features and functionality. Additionally, the platform is not always intuitive and can require a significant amount of training and support to get the most out of it. Further, some of the features can be difficult to use and understand, making it difficult to maximize the potential of the platform. Another downside is that the platform does not always provide the most up-to-date insights and data, making it difficult to make informed decisions. Also, the cost of Gainsight PX is fairly high.
What problems is the product solving and how is that benefiting you?
Gainsight PX is helping us solve the problem of customer retention and engagement. It helps us understand our customers better, build better relationships with them, and improve their experience. It also helps us identify and address customer pain points, measure customer satisfaction, and track customer activity. By using Gainsight PX, we can increase customer loyalty, reduce churn, and increase revenue. It also helps us gain insights into customer behavior and preferences, allowing us to tailor our products and services to meet their needs. Ultimately, Gainsight PX helps us build stronger relationships with our customers and improve our bottom line.
Insightful and impactful tool
What do you like best about the product?
Gainsight's engagements feature is my favorite feature, as it has allowed our product and marketing teams to engage with our customers on a dime's notice and without the need to distract our development team from their critical work.
What do you dislike about the product?
While I love the impact engagements have made on our customer experience and business, the testing process could be improved. I have to trial and error most of my changes, which takes more time than I would like. That said, the Gainsight team has been super helpful with my support requests in addition to their product team adding some additional functionality to help in this area of concern.
What problems is the product solving and how is that benefiting you?
Gainsight PX has helped us increase customer upgrades by allowing us to create compelling engagements. Their segmentation feature and flexibility in targeting specific parts of our customer base have been particularly beneficial.
Good product tours and engagement editor
What do you like best about the product?
I like the engagement editor; although you need basic HTML & CSS skills to utilise it fully, it's fairly easy to use. I like the different types of engagements and that you can combine multiple different ones for guides/tours. It's easy to make specific audience segments to target relevant users.
What do you dislike about the product?
There are several smaller things that bring down the overall value and make it slightly less convenient to use, for example, the fact that surveys cannot be edited stylewise the same way as dialogues/sliders etc. Or that you have to open the preview more than once for it to work. You also need HTML & CSS skills to be able to use the editor in a good way. I find it tricky to understand how to use many of the analytics reports in an effective way, don't find them very intuitive.
What problems is the product solving and how is that benefiting you?
We mainly use Gainsight PX to onboard new users in the platform using guides and sliders etc as well as the product mapper for analytics when it comes to usage of the platform. It saves us a lot of time to do online onboarding instead of in-person meetings, and it helps our users get up to speed quicker. We are also able to send out in-app information regarding new features and releases, which otherwise our users may not be aware of.
Gainsight PX has transformed the way we communicate with our customers!
What do you like best about the product?
The most helpful thing about PX is the ability to view usage data on an Account and User level. Having insights like this has allowed us to identify friction points in our product. We are also able to communicate directly with our customers in-app. Meeting our customers where they are in our product has allowed us to interact with customers in a whole new way.
What do you dislike about the product?
The downside to Gainsight PX is that some Engineering resources are required for mapping. Additionally, the Editor feature used to design in-app engagements could be more flexible and user-friendly.
What problems is the product solving and how is that benefiting you?
Before Gainsight PX, we found it challenging to capture actionable product usage data that we could use to drive our Customer Success strategy. We knew we needed the usage data to be connected to a person and an account so we could take action on it. We have a pretty transactional product, so usage is a giant satisfaction indicator. In addition, we wanted to become more timely with our communication and interact directly in the product with our customers.
Gainsight PX is helping us drive product engagement and reach more customers
What do you like best about the product?
Gainsight PX is set up in a way that allows us to integrate both our product and other 3rd party platforms we are using to segment customer groups and target specific use cases. We are gaining additional insights into how the customers are using our product. I love the analytics side and being able to view what percentage of viewers actually clicked on the link and are engaging with our pop-ups/tours. We use those insights to build future campaigns and know what is working. We can see exactly who is seeing our engagements and thereby get feedback, etc.
What do you dislike about the product?
I am not a product manager, nor do I have a product background, so some things on the UI front are a little difficult to understand and could be easier to use. Luckily our CSM from Gainsight is available to answer any questions.
What problems is the product solving and how is that benefiting you?
Gainsight is helping us reach end users that we don't normally interact with on a personal level. We are able to drive engagement and automate onboarding, saving us time and money. We have an engagement set up that leads first-time users to a product tour so that they can get familiar with the product and use more of its features. In the long run it saves us the support hours, and many questions can be answered in that first login. We were able to customize the engagements so they match our branding and look natural when they pop up in the product, so all in all it's been very easy to implement.
Excellent tool for all Product Managers and SW Developers
What do you like best about the product?
Strong offering of out-of-the-box reports. Relatively straightfoward to tag on-screen elements. Love the "Backfill" feature. Even if we're late to tag an element, we can still get historical data.
What do you dislike about the product?
Documentation needs work There's a lot of undocumented features and troubleshooting that would be helpful to know without having to contact their Tech Support.
What problems is the product solving and how is that benefiting you?
Gives us insights to how our users are interacting with the product and adopting new features. The Adoption report and the Funnel report are very powerful and help us identify problem areas in our UX.
Great Platform & CS Team!
What do you like best about the product?
GS are the leaders in Customer Success; with their platform and knowledge, they allow us to become the leaders of Custome Success in our industry.
What do you dislike about the product?
Nothing to dislike; however, some things can be improved. One is an easier way to upload translations and the flexibility of image placements in engagements.
What problems is the product solving and how is that benefiting you?
PX is crucial for our daily operations, allowing us to understand our clients based on usage and trends, use engagements to deliver announcements, and most importantly track NPS. This would not have been possible without their CS team; special thanks to our contacts!
Thank You PX!
What do you like best about the product?
PX provides valuable insights into customer usage and feature adoption, helping us enhance the overall customer experience. Creating In-App Engagements is simple and the Knowledge Center Bot improvements are great! Plus the technical support is amazing.
What do you dislike about the product?
Configuration of engagments audience logic is not that intuitive
Inability to apply general filters across all widgets in a Dashboard is a limitation
Inability to apply general filters across all widgets in a Dashboard is a limitation
What problems is the product solving and how is that benefiting you?
Clear visualization of customer usage and feature adoption
Engagements interactions
Customer feedback (NPS & CES)
Knowledge Center Bot
Engagements interactions
Customer feedback (NPS & CES)
Knowledge Center Bot
showing 81 - 90