Gainsight - CS
GainsightReviews from AWS customer
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User Insights and In-App Engagement
What do you like best about the product?
Gainsight PX is a great tool for understanding and driving customer engagement with our product. The in-app engagements enable us to deploy in-app product tours for new users and feature tours as we roll out new features. You can also track usage of specific features.
What do you dislike about the product?
It takes some engineering effort to set up and there are certain analytics that seem like they should be "out of the box" (e.g. ability to track feature usage at an account level) that aren't easy to implement. Additionally, the tagging system for features and tours struggles a bit with things like embedded video players.
What problems is the product solving and how is that benefiting you?
Gainsight PX helps us engage end users we might otherwise be unable to reach and get a better understanding of how our customers are using our product to inform product and go to market decisions.
complete transformation in how we communicate with customers!
What do you like best about the product?
Utilizing even just half of the features and capabilities Gainsight has to offer was a complete transformation of how we target customers and serve up the most valuable, insightful, and meaningful information to them to help drive adoption, feature usage, and engagement.
What do you dislike about the product?
Would love to see more features available in the Knowledge Center Bot (ie: more data analytics and insights, targeting capabilities, etc)
What problems is the product solving and how is that benefiting you?
Targeting customers based on behavior using product features and targeting more directly based on user rules.
Great product for product Analytic & Engagement
What do you like best about the product?
Gainsight PX has helped us understand our users. Before gainsight, we had a very basic FAQ section, but now we have an interactive and self-serve knowledge bot to help users.
The engagement features have allowed us to automate our user interactions and capture user sentiment and feedback.
Support has been great when you encounter issues.
The engagement features have allowed us to automate our user interactions and capture user sentiment and feedback.
Support has been great when you encounter issues.
What do you dislike about the product?
Their automated product mapping feature was not very helpful. We needed to go add everything required for tracking manually.
They don't have in-app screen recording feature, which would be very helpful.
Using their email templates is difficult
They don't have in-app screen recording feature, which would be very helpful.
Using their email templates is difficult
What problems is the product solving and how is that benefiting you?
Helping us understand how our customers are using the application
Engage with users within the application as they are interacting with features
Provide an in-app interactive knowledge center
Engage with users within the application as they are interacting with features
Provide an in-app interactive knowledge center
Great platform. Community and support are helpful
What do you like best about the product?
Fairly user-friendly platform. Very customisable. The community threads and support are a great help for ideas and problem-solving.
What do you dislike about the product?
It's a bit glitchy occasionally and there are some restrictions that can be frustrating. I believe that customer support always help to improve the platform.
What problems is the product solving and how is that benefiting you?
Helping with onboarding customers and showing guides to new users.
I believe that Gainsight can be utilized for QA testing
What do you like best about the product?
It is very transparent in letting us know the usage of the system
What do you dislike about the product?
It is not the easiest to navigate, and to write new queries, and to catalog old queries.
We have had some trouble sharing an entire list of queries with a co-worker. I am forced to do 1 by 1.
We have had some trouble sharing an entire list of queries with a co-worker. I am forced to do 1 by 1.
What problems is the product solving and how is that benefiting you?
Good transparence on seeing what areas of the application are utilized.
Measuring adoption is so much easier with Gainsight PX.
What do you like best about the product?
I appreciate the product mapper and being able to create dashboards for dedicated feature areas within my product. I can quickly see whether or not a feature is being used. When speaking with design, I find myself returning to my dashboards to help inform future decisions. Having this data readily accessible helps my team to be more productive. My engineers also like being able to see that the feature they've built is being used. It helps to validate that the work was worthwhile and is encouraging. When we see a lack of adoption, it helps to inform our continuous delivery process to see where we got things wrong. Before, I would have to ask an engineer to create a query to get usage statistics. The process took a long time and I found myself always wanting more. So, I really appreciate that i don't have to do that anymore.
What do you dislike about the product?
While I appreciate the product mapper, I feel it could be more flexible. I would like to have the opportunity to reorganize things. I might have created a mapping that lives in one module and I want to move it to another and its not possible. I find myself having to create new mappings if I want to reorganize things and I don't think I should have to do that. Maybe I can move things, It's just not clear to me on how tod that. The reason this is a problem, is that we have multiple product managers and I'd like to have a consistent product mapping structure that we all use. If there are deviations, it only confuses new product managers.
What problems is the product solving and how is that benefiting you?
The biggest problem being solved by Gainsight is related to understanding usage and adoption. We didn't really have a great process before Gainsight and it was hard to get questions answered by design, engineering, and other product managers when tough questions came up. For example, we needed to rebuild our test engine and it had 17 question types. Which question types should we focus on first? Which question types are used the most/least? These are questions that were not easy to answer because it required an engineer to write a query and the data was constantly out-of-date. With Gainsight, we can now track features. I also like that we can seen trends. In some cases, some features are used heavily at the start of college courses and then there is a dropoff. Doesn't mean that the feature doesn't provide value, its just that the value is provided at different parts of the year when it makes most sense. Before, we didn't really have a way of being able to see that.
Great tool for user insights and in app user engagement
What do you like best about the product?
You can easily create onboarding user journeys without any coding. It is really great tha I can also run experiments and see what works and what not for our users.
What do you dislike about the product?
Sometimes it is not that easy to deep dive into the data. Some of the features and reports need further improvement, but the good side is that the support teams are always very responsive.
What problems is the product solving and how is that benefiting you?
I am currently useing Gainsight PX from a Product Manager perspective. Gainsight helps us with product analythics: how our users are using the product and what features and modules they are using. We are also relying on Gainsight for user onboarding, in product communication and for gathering user feedback.
Transforming the Product Experience from Day 1
What do you like best about the product?
The process of getting Gainsight plugged in and affecting product decision making happened within a couple of business days. In comparison, I've seen it take weeks or months to get the value flowing from other products.
What do you dislike about the product?
Being able to share insights out to a group of people is difficult currently. I can build a great automated report for myself, but I can't easily share it with my boss or Product team.
What problems is the product solving and how is that benefiting you?
Gainsight is providing me transparency into user adoption of the overall product, individual features, and enabling a direct engagement with customers to personalize the education they need in the product. The benefit has been better targeting for customer engagement outside of the website (blogs & webinars), as well as enabling PLG strategies to perform inside of the app.
Gainsight PX has been nothing but greatness to our organization
What do you like best about the product?
Gainsight PX allows us to meet our customers where they are in our product. This has allowed us to receive real-time, actionable feedback and in return send targetted call-to-actions to our customers to improve adoption, upsells, and engagement.
What do you dislike about the product?
I am not seeing any downside but only see the product of the work done in my CSM role!
What problems is the product solving and how is that benefiting you?
Gainsight PX gives our entire organization real-time, actionable insights on our customers' utilization and satisfaction with our product. It has also been a quick and effective channel of communication.
Powerful, but a little tricky to master
What do you like best about the product?
We love all the in app engagements, especially banners, sliders and tours. They are pretty simple to set up and have been instrumental in getting our customers oriented to our complex technology. PX engagements have been a great way to fill in any gaps where about product may not be as intuitive as we'd like. We also really like the engagement and survey analytics available.
What do you dislike about the product?
PX, for someone who administers part time on top of everything else, can be difficult to learn and master. We'd like to glean more insights on our product usage, but we have yet to master product mapper and some of the other analytic tools. With that said, we have had limited time to invest.
What problems is the product solving and how is that benefiting you?
We're able to serve up in app guidance at the right time for the right audience to drive better engagement in our solution. The surveys and advanced configuration allows us to glean insights without being too intrusive.
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