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Great insights into usage data with Gainsight PX and CS
What do you like best about the product?
Offering guided tours on-demand via the Gainsight Knowledge Center Bot. Tours are used for in-app user onboarding.
What do you dislike about the product?
No major dislike. When setting up guided tours in Gainsight PX can be a bit tricky to map pop-ups to the correct buttons of the interface.
What problems is the product solving and how is that benefiting you?
Analyzing user behavior and measuring drop-off (Initial drop-off, D30, D90, D180). The benefits are data availability and ease of explorative data analysis.
Recommendations to others considering the product:
Dig into the learning material of Gainsight PX. The tool offers way more functionalities than are required for my day-to-day usage. All the time invested in learning more about Gainsigt PX was really helpful and I could quickly find solutions to my problems. I even learned about more helpful functionalities than I intended to use in the first place. Working with PX is a continuous learning journey and it seems that my time investment is the bottleneck for the value I obtain from PX rather than any missing functionality of the tool.
Customer focussed platform
What do you like best about the product?
What I love about Gainsight is how user focused it is. Being able to build targetted experienced through engagements and questionaires, aides in getting to know your user.
What do you dislike about the product?
The event based tracking of mixpanel is not always the easiest to set up. Everything is dashboard based and the metrics "active users" vs. "feature usage" are sometimes misleading.
What problems is the product solving and how is that benefiting you?
I use Gainsight primarily for gaining user insights. But the main features that make us use it, is the ability to target users with engagements, polls, questionnaires. We use these for an elaborate system of new-user onboarding flows, announcements and walkthroughs for new features.
Great platform that provides you better insight with your customers
What do you like best about the product?
The ability to bring in data from our SaaS platform and analyze how a customer is utilizing the product.
What do you dislike about the product?
Nothing really could be bringing in more data from our platform but there are some limitations on our side that will take additional programming.
What problems is the product solving and how is that benefiting you?
The ability to quickly see what features our customers are using and not using that allows me to proactively work with customers to improve adoption and utilization.
Product Manager
What do you like best about the product?
Gainsight provides the necessary tools to track software usage metrics that a PM would be interested in without the need for a developer to program everything. I can quickly set up user engagements directly from Gainsight that are of professional quality. The ability to create engagements allows me to assess the user perspective of the software while not being invasive to the user.
What do you dislike about the product?
The initial onboarding took some time adjusting to. I was not clear on the follow-up path after the onboarding and where to go to get more specific assistance. At times there are events that no longer work because of changes we have made to the software, it would be good to have better insight to when/if/how a metric is working to troubleshoot the setup or not lose out on tracking data when changes are made.
What problems is the product solving and how is that benefiting you?
For us, Gainsight solved the problem of understanding which users were using the software, how often they used the software and what functionality they were using. We implement specific feature tracking events that can be viewed as a summary on the dashboard to monitor the use and success of an overall feature. The ability to reach out with specific engagements also filled a need to communicate features and enhancements. We can survey from the application and also cross-market different products.
Gainsight PX 2022
What do you like best about the product?
- Intuitive UI
- Well researched user experience flows
- Access to insights about your product
- Well researched user experience flows
- Access to insights about your product
What do you dislike about the product?
Gainsight has everything I could want in customer engagement platform.
What problems is the product solving and how is that benefiting you?
Gainsight has allowed us to engage with our customers and better understand their use of our product.
GainsightPX- easier jargon please!
What do you like best about the product?
That gainsight is a very effective tool to monitor the entire app's performance. Plus it has this cool feature that lets you make custom announcements to users when plugged in.
What do you dislike about the product?
Against Mixpanel, the user interface fades a bit. Easier processes to filter, funnel, group and classify would be nice.
What problems is the product solving and how is that benefiting you?
I am able to see feature interactions, identify usage gaps, track user preferences- all in all better data for us to plan with.
Recommendations to others considering the product:
Make sure you have a strong IT team that can help you with queries. GainsightPX customer support responds to your questions in strong IT language.
Very Useful but Very Complex to Use
What do you like best about the product?
What I like most about GX are the features available for engaging users in my application. The Engagements feature is really robust and covers a lot of use cases.
What do you dislike about the product?
What I dislike most about GX is how difficult it is to use and navigate. It's not the most intuitive UI and you definitely have to have a certain IQ/skill level to feel comfortable navigating the tool.
What problems is the product solving and how is that benefiting you?
User in-app engagement; awareness of new features and increasing views of Release Notes; I have seen a significant increase in views of my release notes since utlizing the Engagements feature to draw more attention to the release notes article in-app.
Gainsight PX has given us great insight into our customers!
What do you like best about the product?
The ability to tag things and report on the usage metrics and use that data to drive design decisions has been crucial for us. Also being able to message our users inside the application gives us a path to be successful, whether that be via upselling or just informing.
What do you dislike about the product?
Bit of a nit-pick but the biggest flaw I've noticed is the fact that the software grid doesn't remember your sort settings, # of rows, etc... It's a simple change that would make a big difference in workflow efficiency.
What problems is the product solving and how is that benefiting you?
Gainsight has enabled us to message out to users that don't frequent often and show the value of the software. It also allows us to provide a meaningful onboarding experience to all new users and keep them updated on software releases.
The Service is amazing
What do you like best about the product?
Their service and community forums are amazing. I love working with Gainsight!
What do you dislike about the product?
The lay-out editor for the engagements is sometimes a bit limited
What problems is the product solving and how is that benefiting you?
We mostly use it to aquire customer journey's troughout our platforn and in-app notifications with important information
Good Product, Needs an Admin
What do you like best about the product?
It's very simple for users to engage with data once the product has been properly configured. I think there is a lot of potential for companies that decide to use Gainsight to understand their customers' product usage better.
What do you dislike about the product?
The tagging in Gainsight requires Development time whenever the mapper does not work, or for legacy products. Training and adoption of the tool within our team has proven difficult because of a lack of confidence in the data collection from these very same tags.
What problems is the product solving and how is that benefiting you?
We are using Gainsight to identify our account usage. We create an automated alert for our customers to show them how they are engaging with our software. We are also able to target accounts that have shown drops in usage as it affects a health score. Our in-product engagements are by far the best part of the tool, including our bi-annual NPS survey.
Recommendations to others considering the product:
Be intentional with how you implement the solution; create a strategy first and then tag your product. Work with an expert.
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