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Valuable insights for our new web client
What do you like best about the product?
The adoption metrics and the granularity which we can see and augment the user journey in our software.
The Engagement quality and the output you can create
The dashboards showing adoption and other KPIs - really implies sharing the with stakeholders.
The Engagement quality and the output you can create
The dashboards showing adoption and other KPIs - really implies sharing the with stakeholders.
What do you dislike about the product?
Some of the complexity around triggering engagements with RegEx seemed overly complicated
The engagement editors can be finicky
The reporting and export configuration can be lacking in some use cases.
The engagement editors can be finicky
The reporting and export configuration can be lacking in some use cases.
What problems is the product solving and how is that benefiting you?
With any new interface to a legacy piece of software, there are challenges with seeing what people like and don't like about their experience. GainsightPX has enabled us to orient customers who try the new client and then, as new features are enabled, we can track engagement with those features and directly engage with callouts, surveys, and guides to increase that adoption.
Easy to integrate with mobile and Web app for our sales team.
What do you like best about the product?
They provide good technical support and their formation is really helpful. The animation in the graph looks great and it's a pleasure to use most of the time. They support a lot of mobile technology. In our case, we use Ember for the web and React-Native for the mobile App. We also have a previous app that is native and it wasn't a big work to replace our previous analytics technology.
What do you dislike about the product?
The product can be hard to navigate if you don't know where to look. I didn't do the full tutorial yet. I'm searching for more info on what kind of devices our client is using. I'm not sure if it's because of a privacy thing. I can have that kind of info in Firebase analytics or on the App Store. The product is more focused on sales and marketing needs than the technical part. They should also release their software SDK on npm and cocoa pods. Right now we a using private URL links, so their software is not fully open source.
What problems is the product solving and how is that benefiting you?
We want to inform our users in our App.
Recommendations to others considering the product:
Do a trial and make sure you do the onboarding. The Gainsigt PX Editor embedded in the mobile app is a great tool to use and it was pretty easy to setup. I think that with this product our software development team will probably have to do less support. Our sales teams should be more autonomous with this product.
Gainsight PX is a powerful tool that totally improved our customer experience
What do you like best about the product?
Easy and comprehensive insights into the customer journeys and the way our users interact with our SaaS product. We were able to understand how people navigate through the tool, if they need guidance and where we can help them to improve the customer experience. We ask for feedback and NPS, and use engagements to inform about new features and product releases in a very focused and targeted manner (e.g. segmentation per user type, product usage, number of logins or location).
What do you dislike about the product?
Creating engagements is not a no brainer and can be challenging for those who are not familiar with this kind of language. The provided dashboards contain way too much information and are thus difficult to understand. Sometimes, more is less.
What problems is the product solving and how is that benefiting you?
Individual nurturing depending on the users needs at the exact time they need it - this is most beneficial for us and adds much more value than sending users on a one-for-all path. The time of mass mailings is over, the focus is on in-tool experience without media discontinuity. We created a great and very valuable onboarding journey with targeted and segmented engagements and thus improved our overall NPS.
Great Platform! Super helpful for analyzing and communicating with customers.
What do you like best about the product?
love the in-app messaging! Make it super easy to announce things to customers.
What do you dislike about the product?
It is super robust but almost to a fault.
What problems is the product solving and how is that benefiting you?
We are using it to track usage data primarily. Our Product team uses it the most for this purpose. The CS department appreciates the in-app messaging.
Great tool for onboarding users
What do you like best about the product?
The in-product mapper for guides so that you don't need to copy and paste selector. Also, the constant improvement in user experience. For example, The editor was a bit shaky at first but has improved significantly and it's much easier to build guides now without needing to go into the code. I also know that they have a lot of great features and improvements coming up, so it's great to see they listen to their users' needs.
What do you dislike about the product?
There are not a lot of options for segmentation within guides (yet). Analytics could be improved (sorting columns in email performance).
Also, it could use more guides/tooltips to explain what everything is and does so practice what you preach.
Also, it could use more guides/tooltips to explain what everything is and does so practice what you preach.
What problems is the product solving and how is that benefiting you?
Onboarding and converting new users by creating interactive guides on top of our product, built-in email campaigns, and analyzing user behavior.
Recommendations to others considering the product:
Gainsight's team does an excellent job not only helping you to set up and use the tool but also thinks along with the problems you're trying to solve for your business. I would recommend just trying it out.
An awesome solution that increases user adoption and improves scalability
What do you like best about the product?
Having moved from a competing product to Gainsight PX, we have been able to massively increase and monitor our NPS scores with our clients. It has also enabled us to engage our users in webinars and product update communications. The solution has gone from strength to strength and has enabled us to really scale our operations.
What do you dislike about the product?
Honestly, nothing, the solution is awesome, the support is great and we're super happy with the relationship that has been built with the gainsight team. Some additional scheduled reporting could be an addition that would be useful....but this is more blue sky thinking!
What problems is the product solving and how is that benefiting you?
Communication of product enhancements to all our users. The ability to improve the onboarding experience of new users. The implementation of the Knowledgebot has also been a revolution! Increasing the engagement and adoption of our own solutions. Ability to customise the onboarding and popups by account is also a huge benefit.
PX data is great for evaluating behavior for users of our platform!
What do you like best about the product?
The ease of use and creating of the dashboards for each account I manage.
What do you dislike about the product?
That our mobile application data is not currently included in user insight.
What problems is the product solving and how is that benefiting you?
What areas of our platform are being used by our customers and what areas are under-utilized that we need to focus on more adoption of.
Many good features
What do you like best about the product?
- Two-way integration with Segment
- Slack integration
- Ability to deploy on many products
- SOC2 compliance
- Translation feature on engagement widget
- Slack integration
- Ability to deploy on many products
- SOC2 compliance
- Translation feature on engagement widget
What do you dislike about the product?
- User interface is a bit outdated
- Survey templates are not that flexible
- Survey templates are not that flexible
What problems is the product solving and how is that benefiting you?
We collect user feedback via the engagement widget. With the Segment integration we send the feedback data to our warehouse and provide our clients with the data. They love that feature.
Just about everything you could want from a product insight and messaging standpoint
What do you like best about the product?
The flexibility of Gainsight PX is amazing allowing us to track, review and message customer segments based on a wide variety of triggers and actions. Setting up automated campaigns to email or message within the product are a snap, and the ability to segment and filter is fantastic.
What do you dislike about the product?
I can't say there is much to dislike. Although setup can be technical and complex, this just allows you to action on more data points and events.
What problems is the product solving and how is that benefiting you?
From a marketing standpoint, this really allows us to see how the customers are using the product, adopting features, and navigating our platform. It also makes it really easy to onboard and message users to new features or segment in a variety of ways.
Easy-to-use tool to create and manage customer engagement with your product or website.
What do you like best about the product?
I've really come to enjoy creating in-app engagements that have allowed us to target specific groups of users or all users in a given time period for product announcements, changes to our dashboard and even general reminders on how to use some of our features. In addition, the reporting is easy to access and offers fairly reasonable insights at a glance in terms of how often and where are users are investing their time with our product.
What do you dislike about the product?
I would have loved a bit more robust training in terms of tutorials and support, I felt like a lot of it was learn as I go and I have been sharing what I can with the team but know there is a better way to train users up on this. Plus integrating with Journey Orchestrator can be tricky at times.
What problems is the product solving and how is that benefiting you?
We are currently using PX to measure engagement on our customer dashboard, along with creating in-app engagements to help users maximize their adoption (in the right way) of our product and notify them of changes to the interface and new releases that they have access to along with using the in-app engagements to obtain NPS scores.
Recommendations to others considering the product:
Consume as much as you can on the feature and document your efforts to easily circle back to.
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