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What do you like best about the product?
The ease of use as an administrator makes it a great product to use.
What do you dislike about the product?
Limitations on size and placement of announcements.
What problems is the product solving and how is that benefiting you?
We are working to increase our customer engagement. We're slowly seeing an adoption.
Recommendations to others considering the product:
I would recommend that when you're getting started to fully understand the setup.
Very helpful tool
What do you like best about the product?
Team loves the user interface and the connection it builds between clients.
What do you dislike about the product?
Nothing we dislike at the moment. It took some getting used to.
What problems is the product solving and how is that benefiting you?
Our Customer success team has seen improved relations with clients.
All in on the Gainsight Ecosystem
What do you like best about the product?
By far the best part about Gainsight PX is the integration with Gainsight CS. There are other tools out there that accomplish similar functionality but if you're already using Gainsight CS, I'm not sure why you'd use a different tool. We previously used a different tool and ran into lots of issues with integrating fully with our tech stack so we were stuck with limited integration and reporting, especially on relevant business data. Using one ecosystem has been a huge benefit to us.
What do you dislike about the product?
It's still a relatively new product category for Gainsight and the result is what you'd expect: the occasional bugs (UI stickiness, things not behaving quite right sometimes). The data models can manage to be simultaneously simple and complex and I'm not sure that they are really up to fully capturing the complexity that we deal with in edtech with customer relationships at different levels (often at the same time). We also run into some issues with using the native connectors with S3, particularly around contact management.
What problems is the product solving and how is that benefiting you?
We've dramatically improved a few key areas:
1. End-user survey delivery - we've been able to move beyond NPS and gather targeted feedback from segments of our customer base and meet them where they are in the product. Particularly in our industry, it can be tricky to get solid response rates from teachers via email. PX solved this for us
2. Onboarding improvements - the in-app product walkthroughs have helped us drive more adoption with new customers, particularly for customers in our smallest segment.
3. New Feature visibility - we're able to advertise new features in product and understand how users are interacting with these new features providing valuable intel back to our product teams
4. Internal alignment - because PX cuts across our revops, customer success, and product teams, we've employed a multiple stakeholder model to ensure that it's used consistently. The added benefit is that it has been a forcing mechanism for improving cross-department communication.
1. End-user survey delivery - we've been able to move beyond NPS and gather targeted feedback from segments of our customer base and meet them where they are in the product. Particularly in our industry, it can be tricky to get solid response rates from teachers via email. PX solved this for us
2. Onboarding improvements - the in-app product walkthroughs have helped us drive more adoption with new customers, particularly for customers in our smallest segment.
3. New Feature visibility - we're able to advertise new features in product and understand how users are interacting with these new features providing valuable intel back to our product teams
4. Internal alignment - because PX cuts across our revops, customer success, and product teams, we've employed a multiple stakeholder model to ensure that it's used consistently. The added benefit is that it has been a forcing mechanism for improving cross-department communication.
Recommendations to others considering the product:
Ensure you have a dedicated person who can manage the implementation and ongoing success.
Offers excellent insights that help us drive our customer success
What do you like best about the product?
Our organization uses the Product Mapper to visualize usage and review metrics on our new or improved features. This insight allows us to target and educate users that may not be using the full potential of our software easily by using tailored Engagements.
What do you dislike about the product?
I would like to see some improvements on how to properly set up the Product Mapper set up and organized correctly, but once you learn, it is extremely powerful.
What problems is the product solving and how is that benefiting you?
We are using Gainsight PX to set ourselves goals during design and development so that we can make sure we are staying to track with what our users want. They have helped guide our future development by knowing specific usage details on our features.
Recommendations to others considering the product:
Have a person who can be dedicated to using the software - the potential is amazing.
Customer Success
What do you like best about the product?
Gainsight is a great tool that visualizes data around customer engagement. A very simple tool in helping me understand what features/actions my customers are using, their behavior, and retention with the product. I love the stickiness ratio, helps me find users highly engaged who value the product but also shows me which users who aren't as engaged.
What do you dislike about the product?
There is a learning curve in understanding and utilizing the different reports you can customize and create for queries and analytics. I would like to see some more flexibility in what you can select when building queries. I have joined workshops but also would like to see more video tutorials that I can watch on my own.
What problems is the product solving and how is that benefiting you?
Providing more awareness to our Customer Success Managers on customer behavior and adoption. Allows us to approach current customers and understand what exactly they are doing with the product. After finding some customers with low engagement through Gainsight PX we knew where customers needed help to keep them from churning.
Recommendations to others considering the product:
Great tool for providing insight into your customer behavior and engagement. The out-of-the-box features are great and can really jumpstart your business operations. Integrations can also be powerful in providing you with more data on customers.
It a great tool for targeted in app engagements
What do you like best about the product?
Targeting in-app engagements and also the knowledge bot. It great to be able to announce updates etc to customers in real time but also be able to to do it to a targetted audience
What do you dislike about the product?
we have found the usage side difficult to use. It seems to be based on page views which for us isn't very helpful as all customers need to use our product. What would be more helpful is a way to map high level module usage. Some of the reporting feels a little complex too
What problems is the product solving and how is that benefiting you?
Mainly customer education - getting targetted updates to them in real time
Recommendations to others considering the product:
Check that it really will meet your needs if you are interested in account adoption.
doesn't feel like a finished product but it works well for what you get out of it
What do you like best about the product?
Once the set up is done, the tool is quite useful.
What do you dislike about the product?
the set up, takes too long and there's no easy way to consider all the tracking scenarios
What problems is the product solving and how is that benefiting you?
tracking how an account uses our tool. could be easier to map it to Gainsight NXT
Very valuable insights into product usage
What do you like best about the product?
I love the dashboard functionality on the main page which enables you to see all the most relevant stats in the blink of an eye.
The navigation in audience, accounts, usage stats etc is also easy and intuitive.
The navigation in audience, accounts, usage stats etc is also easy and intuitive.
What do you dislike about the product?
There is nothing I dislike.
Some of the features are not very relevant for my usage but I would not say it is a disadvantage.
Some of the features are not very relevant for my usage but I would not say it is a disadvantage.
What problems is the product solving and how is that benefiting you?
I am keeping track of the accounts' usage and adoption of my product over time.
It helps me measure the impact of email campaigns, trainings, and webinars on the actual product usage of my customers.
I can also see which features are most liked by customers, which helps me focus on the right pain points or improvements to my product.
It helps me measure the impact of email campaigns, trainings, and webinars on the actual product usage of my customers.
I can also see which features are most liked by customers, which helps me focus on the right pain points or improvements to my product.
Gainsight PX to drive customer to the success and beyond
What do you like best about the product?
You can visualise detailed data from your customers, which functionalities they use, in which order, what is their current workflow, how many users are active at that moment, their schedules... Also, you can organize engagements, that will allow you to launch messages inside your software for the users to promote events, webinars, NPS score evaluations, in-app aids to guide them through the main functionalities (if they are new users, etc)
What do you dislike about the product?
At first, it is a tool difficult to manage and control, but in a couple of days of clicking and trying things, you can perform advanced analytics and engagements (especially if you use Gainsight community, their documentation or contact them via email)
What problems is the product solving and how is that benefiting you?
We use Gainsight PX for engagements, to send internal messages to every user with information about our webinars, events, training, etc. Also, for those customers that are stuck in adoption, with a constant number of active users per month, we use diagrams like the parallel coordinates to see which functionalities and workflows they have and how can we change that in order to extract the most from our software, help them to be successful and increase that adoption and usage number over the months.
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.
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