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Gainsight PX & FireEye
What do you like best about the product?
The level of support and the COM team have been a tremendous resource for us in implementation and lifecycle management - that’s on top of an already superb product that allows us to instrument telemetry and engage our client base like never before.
What do you dislike about the product?
At this time, nothing. Feature requests, the community and Gainsighy support, the product are all fantastic.
What problems is the product solving and how is that benefiting you?
We were trying to solve how do we engage our customers on multiple fronts - how do we enable our business units to prove value, and how can we quickly show telemetry for new features to our product teams.
Recommendations to others considering the product:
Try it - aside from not having a chat client, the solution is 100% what you’re looking for!
Streamlined, useful and insightful
What do you like best about the product?
I like how user friendly the UX is - I also appreciate how helpful the additional insight is.
What do you dislike about the product?
No immediate dislikes come to mind, to be honest.
What problems is the product solving and how is that benefiting you?
insight into users, be it insight into the actual person and their role, or insight into specifics that are being clicked on in the app -- all is especially helpful to a new hire diving into accounts.
Works well for most products
What do you like best about the product?
Easy to navigate interface and product mapper lets non-technical users handle the set up.
What do you dislike about the product?
Hard to visualize complex productions due to limits on only 10 features at a time. No alerts when you've got two features with identical mapping.
What problems is the product solving and how is that benefiting you?
journey mapper is very helpful in showing how users move through complex features
A tool every Org needs
What do you like best about the product?
There is no limit to the insights you can gain and it is so easy to implement
What do you dislike about the product?
nothing as of now. As I use it more I am sure some issues will arise but it is perfect for now!
What problems is the product solving and how is that benefiting you?
We use it to monitor customer usage of our product. This solves a huge problem we had with being blindsided when customers would not renew and then tell us "we were barely using your product". This lets us see when their usage dips and intervene before renewal season
Unlock the power of data driven decisions using PX
What do you like best about the product?
The fact that you can map out a customer journey from start to finish and track it! that to me is very powerful. Now you can track not only that the users started a process but if they finished it or not. You can also track if they didn't finish it, where did they stop. Absolutely powerful from a UX perspective and in finding out maybe your process is too long and complicated.
What do you dislike about the product?
The only issues we have had so far has been from our IT team trying to figure out how to make the hooks work. A lot of the issues we have now are things we wish we were told at the CS implementation of what would be impacted or limitations / roadblocks of when we implement PX
What problems is the product solving and how is that benefiting you?
So far, it is a lot to do with Usage data. We were using google analytics and we realized how much PX can help us track how long its taking our users to accomplish tasks and where they are getting jammed up. We are also using PX and usage data to drive product decisions which have been invaluable
Recommendations to others considering the product:
Definitely make sure you understand the downstream impacts of PX before you setup CS.
Valuable Insights But Low Flexibility Dashboarding
What do you like best about the product?
Sharp visual insights (e.g. usage map, usage by time of day); ease of filtering and segmenting data
What do you dislike about the product?
Inability to customize data visuals; difficulty mapping product UX elements
What problems is the product solving and how is that benefiting you?
We primarily use PX for guided walkthroughs. We are waiting to roll out to our larger cloud customer base as customers upgrade to our latest release
PX helps validate adoption
What do you like best about the product?
We use PX to validate adoption. PX allows us to monitor clicks and page visits and helps us to ensure we have released the right thing at the right time.
What do you dislike about the product?
I only dislike that there are so many complex options available. It can be overwhelming when you first set it up.
What problems is the product solving and how is that benefiting you?
PX helps us monitor the workflow of our customers so that we can create a strategy to remain ahead of industry changes.
It's working OK but too limited in terms of customization of the different engagements.
What do you like best about the product?
I like that it's self-serve and allows me to build experiences without coding
What do you dislike about the product?
I keep bumping into capabilities that are missing. For example, the ability to add an engagement to a dialog, the ability to send a survey with multiple questions in one page and more...
What problems is the product solving and how is that benefiting you?
Surfacing new features
Asking for feedback via on screen surveys
Asking for feedback via on screen surveys
It's a great tool for B2B SaaS
What do you like best about the product?
We communicate with our users via Gainsight in-app engagements.
I can see what features most popular with 'Features adoption analysis.'
It's awesome.
I can see what features most popular with 'Features adoption analysis.'
It's awesome.
What do you dislike about the product?
There are missing analytics by sessions.
It's hard to compare feature usage or build the funnel.
It's hard to compare feature usage or build the funnel.
What problems is the product solving and how is that benefiting you?
We have excellent user notification and feedback collection process.
I know what our users do in the product.
I know what our users do in the product.
Recommendations to others considering the product:
Try to understand your use cases for the Gainsight and create structured product map.
Essential for any product team
What do you like best about the product?
Getting started and getting initial insights was quite easy and then layering more complex analytics was possible due to the richness of features. The various out of the box reports are very handy as well. Another important aspect was the relative ease in which our developer team was able to implement gainsight px into our product with out any issues, moving forward I think it will be our main source of product decision making
What do you dislike about the product?
Nothing much, its straightforward and easy to use.
What problems is the product solving and how is that benefiting you?
Were launching a new B2C product so understanding how poeple interact with it is obviously essential for our success and helps us prioritize our development plans.
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