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Valuable insights into users
What do you like best about the product?
Fantastic to gain insights into who are are users are and exactly how they use the product. Basic reports highly informative and easy to create.
What do you dislike about the product?
It's easy to learn the basics of how to use the system but hard to master. More in-app tips/guidance would be helpful to unlock the full advantages of the system
What problems is the product solving and how is that benefiting you?
Understanding product adoption/access to analytics
Great Customer Engagement
What do you like best about the product?
The ability to embed content for our users to access within our product is very helpful to expand and scale our training efforts. This will also help us drive adoption with our end users.
The Gainsight PX team is very helpful and easy to work with to make sure we are successful with utilizing the product.
The Gainsight PX team is very helpful and easy to work with to make sure we are successful with utilizing the product.
What do you dislike about the product?
It's a bit tedious to get everything implemented to start realizing value from embedding PX into our application.
What problems is the product solving and how is that benefiting you?
Gainsight PX is allowing us to scale content directly to end users and provide valuable insights into how customers are utilizing our product.
Good analytics
What do you like best about the product?
I can see analytics for pages, components in page, surveys and announcements. I can have all the data in one place.
What do you dislike about the product?
Lack of customization for some of its features like inability to fully control the look of the Knowledge Center bot.
What problems is the product solving and how is that benefiting you?
Understand what our users consume the most in ou product and the friction points we must address.
A great user experience
What do you like best about the product?
Easy and intuitive to use with good support from the Gainsight team through online meetings and the community of users.
What do you dislike about the product?
Not much to not like - lots of useful features and good support
What problems is the product solving and how is that benefiting you?
Spotting usage trends to prevent churm. Obtaining useful end user feedback to further improve our software and track user adoption
Overall a good experience, however some inconsistencies
What do you like best about the product?
For standard executions in terms of authoring and reporting, Gainsight is great. We don't have any dependency on devs so we can get out to market much quicker. We're also very happy with Alisha as our account manager.
What do you dislike about the product?
Analytics inconsistencies when comparing with native data
Heavy onboarding required to fully understand feature set, especially for above avg use cases
Governance is at org level. In some cases, would be helpful to have them at engagement/bot level
Lack of traditional a/b testing and reporting capabilites
A more connected user journey orchestration vs event by event flows
Heavy onboarding required to fully understand feature set, especially for above avg use cases
Governance is at org level. In some cases, would be helpful to have them at engagement/bot level
Lack of traditional a/b testing and reporting capabilites
A more connected user journey orchestration vs event by event flows
What problems is the product solving and how is that benefiting you?
It connects us directly with our users in-app and lessons dependency on devs.
Simplifies the experience for our customers.
What do you like best about the product?
The most important and helpful part about PX from my standpoint (product owner), is the ability for people outside of the engineering team to set up and launch engagements. In the past, our only way of giving users the "What's New" experience required development resources to add, edit, launch, remove, etc. We don't expect users to go out and read documentation about what is new in a release, so having the ability to put that in front of them in the application, and without development resources is a big win for everybody.
What do you dislike about the product?
The one thing I would like to see improvement on is the translation tool. I tried to use some third party tools to create translated files and load them in, but had a lot of trouble getting the file exactly how Gainsight wanted it, and having to do 20+ languages one file at a time for each engagement was a huge lift. We will continue looking for ways that we can get translations working, but we decided it would have to wait until we had more resources to devote to it.
What problems is the product solving and how is that benefiting you?
The main problem it solves is our team building new features but never having a proper channel to inform our users. We're just starting to get into the Analytics side of Gainsight, but our plan is to evaulate usage of features in our application, and help to prioritze work (and sunset old features) based on usage analytics.
Engagement is key
What do you like best about the product?
Ability to educate and reach customers/end users directly within our software.
What do you dislike about the product?
It can be over complicated, and too much self help.
What problems is the product solving and how is that benefiting you?
Gives us actual data on what areas of our software are used most, enables us to target problem areas for customer education and advertise/inform customers of new features
Well featured analytics platform
What do you like best about the product?
In assessing the usage analytics platforms available on the market - Gainsight was the only one to satisfy all of our evaluation criteria and use cases. Its reasonably easy and intuitive to use.
What do you dislike about the product?
The performance of the web interface is distractingly slow.
What problems is the product solving and how is that benefiting you?
The tools let us understand: feature usage, feature adoption, session times, global adoption, user journeys through complex feature sets.
Complicated but Optimistic
What do you like best about the product?
Ability to reach customers directly, inform and educate them in their moment of need via Engagements
What do you dislike about the product?
The integration between PX and CS feels like two products roughly patched together. This has been a big challenge area for us.
What problems is the product solving and how is that benefiting you?
While still early, it is providing us with usage data that we never had. Provides the ability to inform and educate clients in app
Reliable support and cssc. We still havent achieved high-level value from the tool
What do you like best about the product?
mapper, integrations (but could be more), querybuilder + customer support
What do you dislike about the product?
implementation phase has taken too long for most of functionalities. We are reporting on feature level and not reporting to higher levels as We still dont have valuable attribute combinations. Some attributes function wiered when imported and are not usable. I liked to get more ideas what we can do with what we have.
What problems is the product solving and how is that benefiting you?
Feature adoption and Direct Customer interaction.
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