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Great tool with room for improvement
What do you like best about the product?
PX allows us to create in-app engagements and target those customers who may not typically use our product in its full capacity. With links to our Knowledge Center and in-app NPS, we're able to easily expand customer use cases and gather their feedback.
What do you dislike about the product?
There are some improvements that can be made around setting up the product mapping for mobile. It's not a very intuitive process like it is for the desktop.
What problems is the product solving and how is that benefiting you?
We're finally seeing where our customers are clicking in our platform and how often they visit certain features. A good benefit is taking a feature where a lot of people drop off and creating an in-app engagement to keep them on the platform.
Great tool to monitor user journeys troughout your product, together with overall usage.
What do you like best about the product?
Easy creation of dashboards per customer & deep dive into the feature usage of users. Application of filters works well to only get the info you need.
What do you dislike about the product?
A report-style export function of dashboards or usage details would be a great addition.
What problems is the product solving and how is that benefiting you?
Keeping track of key users during and after onboarding is a great tool to provide adoption insights, which helps our customers achieve success.
Excellent Customer Sentiment Evaluation Tool
What do you like best about the product?
The ability to gain insight into customer satsifaction and ultimately retention. There are several easy to consume metrics and analytics around understanding custom sentiment.
What do you dislike about the product?
My only qualm is the learning curve with understanding how to maximize usage of the platform. Several different areas of the platform can be configured, which seems daunting at first, but once you comprehend the potential of your customizations, it is quite beneficial.
What problems is the product solving and how is that benefiting you?
Immediate realization of customer impact and sentiment. Gainsight provides clear and descriptive indicators of how customers perceive value in our goods and services.
Recommendations to others considering the product:
Highly recommended for understanding your customer's perceived value and use of your product/services.
Great way to learn more about your users!
What do you like best about the product?
I love that I can quickly pull a listing of who my users are and see what they are doing in our software. Great filter options to find exactly what I need. Great reports.
What do you dislike about the product?
I REALLY dislike that the inferred data is inaccurate. I have clients logging in from New York, but it shows that their company is in California. We are working with Gainsight PX support on this, but no resolution yet. I had to do quite a bit of manual work to find people by location. I have hope that this will improve.
What problems is the product solving and how is that benefiting you?
Our Marketing department wants to communicate with more than the individuals who working with our sales and clients success departments. They want to message actual users. PX helps us get that information!
Recommendations to others considering the product:
While I wasn't in the implementation discussions, I feel like there were gaps in the conversations around integration with our systems and the data we needed for Marketing purposes. I'm not sure if this was impossible at the time, but it is creating manual work for us now. Also, be sure to validate data (especially inferred data) during implementation so that those issues are worked out. The support team has been eager to speak with us, but getting these things resolved is taking longer than I had hoped.
The data provided is awesome. I know who is logging in and when. The Product Experience Team is able to add surveys to gather feedback from our users and we can see where they were when they submitted to understand where their pain points may be.
The data provided is awesome. I know who is logging in and when. The Product Experience Team is able to add surveys to gather feedback from our users and we can see where they were when they submitted to understand where their pain points may be.
Gainsight PX is worth every penny, but can be tricky to learn.
What do you like best about the product?
Gainsight PX is driven by a powerful suite of tools that streamline product analytics. It excels at creating in-app engagements to drive user interactions toward behaviors that result in a sticky product. Any one of their Analytics Reports would take far too much time to build on your own, and Gainsight makes it easy to gain value and tune to your needs. You can get insights from Gainsight in a matter of minutes versus several days.
What do you dislike about the product?
We had some early challenges onboarding our Product team to the tool. It can be tricky to learn, and there are a few gotchas along the way. For example, we expected that we could create Segments and re-use them elsewhere in the tool. However, we've learned that we often need to create a set of filters twice to get what we need — once in a Segment and again as a set of saved filters.
Scaling has been a challenge. User management is easy to mess up if you have more than two dozen users using Gainsight PX.
We've also had a couple of false starts where the Product Mapper is concerned. It seems like their Implementation Engineers and CSMs need more training because we have received mixed advice or incorrect advice altogether that has resulted in rework or confusion.
Scaling has been a challenge. User management is easy to mess up if you have more than two dozen users using Gainsight PX.
We've also had a couple of false starts where the Product Mapper is concerned. It seems like their Implementation Engineers and CSMs need more training because we have received mixed advice or incorrect advice altogether that has resulted in rework or confusion.
What problems is the product solving and how is that benefiting you?
We are using Gainsight PX to understand the behavior of our users and gather their feedback about our product. We are also using in-app surveys to source end-user interviews that are often difficult to come by and we've had a lot of success with that approach.
Recommendations to others considering the product:
Study up! The support team is not always as knowledgeable as they should be. Being prepared with knowledge from the support docs and webinars they host can be a huge asset when working with the support team.
Gainsight PX
What do you like best about the product?
Great analytics tool and platform - powerful insights
Enabled us to grow business
easy for everyone across the enterprise and organization to use and get benefits
Enabled us to grow business
easy for everyone across the enterprise and organization to use and get benefits
What do you dislike about the product?
there is nothing i can think of at this time
great product
no complaints as we have gotten much value out of this solution
not sure where improvements can be made
great product
no complaints as we have gotten much value out of this solution
not sure where improvements can be made
What problems is the product solving and how is that benefiting you?
easier and faster data driven decisions and insight
Enabled us to grow business
easy for everyone across the enterprise and organization to use and get benefits
Enabled us to grow business
easy for everyone across the enterprise and organization to use and get benefits
Recommendations to others considering the product:
n/a
GainSight Project Management Products
What do you like best about the product?
Proactive Project Controls, Risk Monitoring, Resource Capacity Planning, Visualization of tasks and activities as part of the Work management planning, Issue tracking
What do you dislike about the product?
I did not specifically find any downsides with the Project Management software really. One thing I might suggest is integrating project management tools with MS Teams integration.
What problems is the product solving and how is that benefiting you?
Better prediction of projects delivery, schedule/scope/quality management, better resource management, benefit realization framework implementation, strategic alignment
Best Insights at Gainsight PX
What do you like best about the product?
Gives you all the available resources to do your job as Customer Success Manager/Enablement
What do you dislike about the product?
nothing so far, evrything so far is good as I can tell
What problems is the product solving and how is that benefiting you?
Looking to see techniques and best practices on how to improve customer journey
Top Class Solution for Analytics and User Engagement
What do you like best about the product?
It is an excellent product analytics tool which provides useful feedback into your users' engagement and actions' flow through your platform, as well as a deeper dive into their characteristics and attributes (depending how you set up the system and what data you use to flag users).
Surprisingly, it also allowed us to utilize it for in product engagement, walkthroughs, etc, as well as feedback surveys. As such, we managed to use it to replace three other platforms at once (Surveys, Analytics, In app walktroughs). Its codeless creation also allowed for a non technical resource to set it up (for the most part).
Surprisingly, it also allowed us to utilize it for in product engagement, walkthroughs, etc, as well as feedback surveys. As such, we managed to use it to replace three other platforms at once (Surveys, Analytics, In app walktroughs). Its codeless creation also allowed for a non technical resource to set it up (for the most part).
What do you dislike about the product?
Perhaps it is a matter of the product providing too many options and functionalities, but several aspects of set up or review of functionality is too complex or overwhelming. The implementation process helps somewhat with that, but not to the point where everything is straightforward. As such, sometimes, you get lost on all of the different options.
What problems is the product solving and how is that benefiting you?
We opted to use Gainsight PX as complementary to Gainsight CS in terms of our customer success purposes. However, it exceeded our expectations as it allowed us replace three other platforms at once (Surveys, Analytics, In app walktroughs), as well as (obviously) integrate excellently with Gainsight CS.
Amazing Digital Platform focusing on customer centricty Gainsight PX
What do you like best about the product?
The key feature is customer biased /centric product management.The clutter free analytics aid to make apt decisions
What do you dislike about the product?
Nothing much...but ofcourse any product has to improve based on customer feedback...it's a virtuous cycle
What problems is the product solving and how is that benefiting you?
It's primarily how to re-orient and focus on customer specific issues and problems and how to achieve customer delight via the analytics to do future planning
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