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Some good and some bad sides of Gainsight
What do you like best about the product?
We manage to engage our customers in the portal with much less development time. It is also easier to change something if we want. Basically skipping the one step in the process (everyday devs support) makes it much quicker for me. Also, we have everything at one place. All the emails, pop ups, analytics so it is easy to see where we need to change something and it is easy to do the change. Currently we have around 3 emails and around 4 in portal engagements that we use for my part of the product. That helps me make this customer journey really good and smooth.
What do you dislike about the product?
The interface itself is not so intuitive. You need to work in the Gainsight every day, explore what everything means and how the tool acts in order to be able to use it in a best way. Eg. when editing some guide the fonts are acting really weird and if you are about to put a picture in it also acts crazy. Maybe I do not know the tool so much but you would expect some that some things are behaving the same as in the most of other tools eg. Word as the simplest example. As I said, it takes a lot of time to get to know something and I think this can be improved. At lease from some editing guides/emails/whatever side.
What problems is the product solving and how is that benefiting you?
We use it most to make our onboarding for selfserve customers as easy as possible. There are some in apps and some emails sent. We do some customers reacting to these emails, contacting us with some further information. NPS and CES we are using are also really helpful and insightful.
Great customer service and innovation
What do you like best about the product?
The Gainsight team is always innovating and listening to customers on what they would like to see change. They continue to make their product more customer-friendly and robust.
What do you dislike about the product?
Building engagements cannot be cumbersome at times, especially if you don't know code to override defaults.
What problems is the product solving and how is that benefiting you?
We are using Gainsight PX to evaluate customer behavior in our product, communicate in-app and understand our customer data in a more effective way. We've been able to make much smarter, informed decisions with the analytics they offer.
Recommendations to others considering the product:
Gainsight PX offers a robust community online where you can connect with others using the tool and share feedback. They also host great educational events. I recommend being involved with them beyond just using their product.
It has been very useful for us to organize our products and services offered
What do you like best about the product?
Its interface turns out to be quite straightforward, simple and easy to use at all times, the fact that it has such an intuitive and practical design to use greatly facilitates me to perform all my tasks and applications in a much more agile and fast way compared As I was currently handling it, another quite positive aspect turns out to be the fact that it allows me to perform all my tasks in a simpler and simpler way, especially the fact that it allows me to have my files more quickly turns out to be a great plus, their customer service team is quite quick when responding to any questions or concerns that may arise in a fairly fast and efficient way, in fact we can be sure that whatever the problem they will respond with the right solution for our problem.
What do you dislike about the product?
The fact that little information is obtained on the internet regarding the use of this application turns out to be a problem in the event that there is a problem regarding the use of the application, since instead of solving it immediately by consulting some step-by-step guide, we have to resort to customer service to channel our doubts for something that we could perfectly well do ourselves without any problem.
What problems is the product solving and how is that benefiting you?
It has been quite useful for us to better organize our products and services offered, allowing us to automate and digitize a large number of tasks and activities, which has made information management much more efficient and agile by reducing time waiting on our part towards our clients.
The best customer analysis tool
What do you like best about the product?
The best thing about Gainsight is that it easily allows users to analyze customer data and find patterns in their behavior. In my opinion, the wonder of Gainsight PX is that it detects problems before they arise. In our case, we have targeted many inactive (so-called churn) clients with the help of this tool and facilitated in re-engagement of our digital clients.
What do you dislike about the product?
We have been using Gainsight services for a few weeks, so far nothing has come to the attention that I particularly dislike. In my opinion, for unseasoned data scientists, it will be hard to correctly choose their products because Gainsight offers a multitude of different products and packages that specialize in various fields.
What problems is the product solving and how is that benefiting you?
The benefits of Gainsight PX are that it analyses what customers are really into (which product/service company provides) and helps you in the decision-making process. In my opinion, this innovative and completely new approach is a great thing for big and small companies alike.
Great product and team
What do you like best about the product?
The platform is super advanced and team was very helpful
What do you dislike about the product?
Not sure at this time, keep on improving and coming out with new releases and features
What problems is the product solving and how is that benefiting you?
KPI, retention
Easily collect product feedback from customers
What do you like best about the product?
1. Can analyze user touch points, create/ measure in-app engagements like pools or surveys, create custom guides for product help.
2. Great tool to gather customer feedback for product development.
3. Easy to use and customizable.
4. Can create custom journey maps so various user touch points can be analyzed.
5. No need to rely on tech team to start collecting feedback from customers.
2. Great tool to gather customer feedback for product development.
3. Easy to use and customizable.
4. Can create custom journey maps so various user touch points can be analyzed.
5. No need to rely on tech team to start collecting feedback from customers.
What do you dislike about the product?
1. Implementing it with existing CRM tools may need some initial effort. Not a plug and play solution.
2. The custom workflows need some training before one is able to fully utilize it.
2. The custom workflows need some training before one is able to fully utilize it.
What problems is the product solving and how is that benefiting you?
Can analyze user touch points, create/ measure in-app engagements like pools or surveys, create custom guides for product help.
Using analytics to improve our product
What do you like best about the product?
We love our customer service experience with Gainsight! JP has been awesome and helping us to understand the analytics piece and best practices to help get the best data out of Gainsight.
What do you dislike about the product?
Some of the analytics can be a little daunting, but they have plenty of support for you along the way. There is a learning curve, though.
What problems is the product solving and how is that benefiting you?
We are trying to figure out which features are used the most and specifically how our product is used. So far it has returned some really valuable data and we're looking forward to testing it out with some of our other products.
Recommendations to others considering the product:
Get the most out of the customer service experience and analytics that you can.
Unlock Product Usage and Engagement Data to Drive your Strategy
What do you like best about the product?
Gainsight PX is very easy to set up and begin tracking how your customers are using and engaging with your product. You determine how deep you want to track and can very easily see how your customers are using and navigating your technology. In App engagements allow us to communicate with our customers at the right time with the right message where they are - great for promoting events, releases etc. PX also helps our customers navigate the platform and gain familiarity with how to use it and what value they can expect to drive. All of this fantastic information flows seamlessly into our Gainsight CS platform which enables our CS team to have access right where they are managing their accounts.
What do you dislike about the product?
We do need to remember to tag all of our new pages and products each time they are created. Sometimes this step is skipped and we need to go back.
What problems is the product solving and how is that benefiting you?
Prior to Gainsight PX we had no visibility into how our customers were using (or not using) our product. Outside of login activity we did not know who was using it and how. Now we can use the data and insights to drive our customer strategy including how we engage, train and enable as well as how we market to them. We focus on ensuring our customers are using the product as intended and that they are maximizing the to value from what they have purchased.
Great platform and customer service
What do you like best about the product?
The in-app engagement and feature tracking analytics have been invaluable in communicating with our users and having internal product discussions.
What do you dislike about the product?
Something that has been a challenge for us is setting up API activity that our users conduct and tying that back to what they are doing on the platform as a whole.
What problems is the product solving and how is that benefiting you?
Gainsight PX is providing solutions for our team in terms of user tutorials, KB bot, feature tracking, user engagements and more.
Proven results with Gainsight
What do you like best about the product?
Ease at which guides can be set up has improved
What do you dislike about the product?
Inability to easily clone guides, some ux
What problems is the product solving and how is that benefiting you?
We have opened a new communication with our customers and we see higher engagement than anticipated. We are happy to see that our customers are appreciating the new experience and new ways to learn about our product.
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