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Gainsight PX review
What do you like best about the product?
I like the best about Gainsight are the intricate insights developed through feature mapping to make better business decisions backed by data.
What do you dislike about the product?
It is of complete package. I wish I could use all of the tools given by Gainsight. Some of them seem obselete to me.
What problems is the product solving and how is that benefiting you?
It helps me make better data driven decisions through mapping.
Great experience, easy to access
What do you like best about the product?
Great product insights & feedback.
Great way to track customer journey
Great way to track customer journey
What do you dislike about the product?
It's a great product. Easy to use & great features.
What problems is the product solving and how is that benefiting you?
Analytics and growth
Great asset to find your Px customer feedback and adoption measures
What do you like best about the product?
Easyness of getting survey feedback in any graphic, chart or time dimension
What do you dislike about the product?
On macro level: It is not seamless integrated with GS CS.
On Micro level: Exporting important customer information into Excel is behaving different with my profile against other users
On Micro level: Exporting important customer information into Excel is behaving different with my profile against other users
What problems is the product solving and how is that benefiting you?
Giving me insights as CSM in the customer product adoption and gives me the analytical insights where we should improve on the product and solution for the customer
Product Analysis and Targeted User Communications Enables Customers With The Most Value
What do you like best about the product?
What sets Gainsight PX (GPX) apart from others in the industry is that it is actually two fully developed products combined into a Time to Value (TTV) Powerhouse. We are using GPX to better understand what Key Product Features (KPFs) are used by our clients and how those KPFs fit into their own workflow. After detailed analysis of how different types of clients engage with these KPFs at different times during the client lifecycle, we were able to benchmark what “healthy” looks like.
Combining this analysis with two way in-product communication with the end user, we allow our users to self-select their use case, and then we guide them to the KPFs that support their needs. We can reduce TTV for all new users to under 30 days, and truly tack healthy activity within 60 days of our client’s initial subscription to our products.
This two-way targeted customized communication has helped our client education program grow from 5% penetration to more than 30% in 18 months. (And we are still growing that number as we continue to better understand our client workflows.)
Combining this analysis with two way in-product communication with the end user, we allow our users to self-select their use case, and then we guide them to the KPFs that support their needs. We can reduce TTV for all new users to under 30 days, and truly tack healthy activity within 60 days of our client’s initial subscription to our products.
This two-way targeted customized communication has helped our client education program grow from 5% penetration to more than 30% in 18 months. (And we are still growing that number as we continue to better understand our client workflows.)
What do you dislike about the product?
No product UI or back end is perfect, and Gainsight PX is not unique here. Over the last three years, we have quarterly run into minor technical discrepancies here and there. But….
What I have never experienced before with another vendor, is the ongoing development we see in this platform as a direct result from feedback we share with the product team. The GPX user community is an outstanding set of practitioners all supporting similar use cases and sharing expertise and joining as a single voice to recommend updates, issue resolutions, and even new feature enhancements to the product team.
After three years of use of the platform, I can honestly say that it is actually twice good as it was when we started using it.
What I have never experienced before with another vendor, is the ongoing development we see in this platform as a direct result from feedback we share with the product team. The GPX user community is an outstanding set of practitioners all supporting similar use cases and sharing expertise and joining as a single voice to recommend updates, issue resolutions, and even new feature enhancements to the product team.
After three years of use of the platform, I can honestly say that it is actually twice good as it was when we started using it.
What problems is the product solving and how is that benefiting you?
Gainsight PX is helping us to support our users by helping them to quickly find value in our products. It is helping our business with early identification of clients who are not fully adopting the solution and directing those clients to the right resources within our support teams.
Additionally, GPX allows our product developers to begin R&D with actual user data from the current application. We are also able to open up beta testing earlier and to more users who are interested in providing feedback on features of which they are willing to invest.
Additionally, GPX allows our product developers to begin R&D with actual user data from the current application. We are also able to open up beta testing earlier and to more users who are interested in providing feedback on features of which they are willing to invest.
Gainsight PX has been a really powerful tool for engaging with our customers
What do you like best about the product?
There are a lot of options for how we can build engagements, the tool helps us fulfill a number of tasks concerning enhancing the Customer user experience and being able to communicate with them in a timely manner through an appropriate channel.
Like most B2B we have an over-reliance on email as a comms channel for both product adoption, training, and wider marketing comms. Gainsight has helped us an entirely new channel to communicate with customers via.
Like most B2B we have an over-reliance on email as a comms channel for both product adoption, training, and wider marketing comms. Gainsight has helped us an entirely new channel to communicate with customers via.
What do you dislike about the product?
The audience building is somewhat clunky, in particular, you are not able to manage the frequency to audiences across all the engagements you build but rather just specific ones.
It has the tools to allow you to establish a fully-fledged marketing channel aside from the audience management options which are a bit early '00s.
It has the tools to allow you to establish a fully-fledged marketing channel aside from the audience management options which are a bit early '00s.
What problems is the product solving and how is that benefiting you?
It really helps us power of product adoption strategy, user-level training, and broader comms strategy. Without Gainsight we are very much reliant on email which is challenging. Our customer base is so large that effectively managing those audiences in a tool like Hubspot comes with data privacy restraints and a lack of visibility on the user's specific role, experience and needs. With Gainsight we can start enriching that, we can also speak with the individual in our platform which is a much more appropriate and relevant place rather than their inbox which is already cluttered with emails.
Powerful analytics and insight tool
What do you like best about the product?
Very easy to track user activities. Flexible to map all the features we have in the system and track user's activities on them. I like how audience and account and features can all be intertwined. The funnel and path analyzer have been very helpful in our UX research and new solution development.
What do you dislike about the product?
We didn't find any major downsides excep some UX issues and system errors now and then but they were all sorted very quickly automatically or through Gainsight support.
What problems is the product solving and how is that benefiting you?
Helping us with finding user behaviour and use for improving the solution or adding new solutions to the application without making assumptions, helps our design team improve the UX of the application.
So much information to review!
What do you like best about the product?
Farily intuitive on how to setup but most importantly the ability to change the format of dashboards on the fly to review different times, different parameters. Spectacular!
What do you dislike about the product?
This tool allows us to understand how our users interact with our UI but remains blind to what is in the actual user db
What problems is the product solving and how is that benefiting you?
quick user-friendly access to so much data
Glad to be use of Gainsight
What do you like best about the product?
I am very appreciated to using Gainsight in terms of obtaining analytical data about customers. We can present our customers this data, and this makes both customer and product owner to do our best.
What do you dislike about the product?
Gainsight is very useful tool for customer success responsibles, but I think that Gainsight may include wide information about using about it. (it can be video or articles about usage of Gainsight) I think that there are lots of tools which I have not use before.
What problems is the product solving and how is that benefiting you?
Adding more informative resources in terms of using this tool, so it can be more useful for users, because I think that I am not getting enough efficiency in this platform because of that not usign well this tool
A good tool for our needs
What do you like best about the product?
It helps us launch regular customer announcements, run surveys and collect feedback, analyze customers' behavior, and conduct onboarding. I like the Knowledge Center Bot feature. It enabled us to create step-by-step onboarding instructions and reduce customers' onboarding time. Overall, the system is solid and covers our needs.
Customer support works quickly and gives clear answers.
Customer support works quickly and gives clear answers.
What do you dislike about the product?
Some features still need improvement. I wish using the editor and adjusting the style of the engagement was easier.
What problems is the product solving and how is that benefiting you?
Running customer surveys like NPS, CES, CSAT, etc. Launching email newsletters. Conducting customer adoption. Making users research. Notifying about product updates.
User Friendly
What do you like best about the product?
Ability to see important information quickly for Customers.
What do you dislike about the product?
Extra pages that open if you need to drill down into th account.
What problems is the product solving and how is that benefiting you?
Organization and visibility
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