Gainsight PX Reviews

They have a really good customer service - all the questions are being answered and the the onboarding process is very good. They also implement important features quite recently.

I miss heatmap like I had in HotJar. I know there is something called "heatmap" in Gainsight, it's just the way others do it seems better.

It gets me the data I need and lets my design (as I am a UX designer) be based in knowledge about the customers behavior.

I love how easy it is to set up PX initially and how easy it is to create new engagements. User management has recently gotten much easier with Role Groups.

It can be difficult to know what features to map, especially if your product team is unfamiliar with how analytics software can both help analyse workflows and use those analytics for targeted training.

An easy installation gives you quick insights into how your users are using your product. Take that back to your product team and begin developing guides and user tours to optimise user workflows.

We use PX to solve two main problems: product usage analytics and product education.

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.

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 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.

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.

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.

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

Ability to see important information quickly for Customers.

Extra pages that open if you need to drill down into th account.

Organization and visibility

Numbers and graphs mainly. It gives you a general and I depth overview of the usage

Cloning the dashboards

Sometimes not loading fast enough but in general I can't say a bad word

Numbers I wouldn't get anywhere else. it' reliable and useful for my meetings with clients

Gainsight PX is extremely useful to us for being able to pull all of our user data and user experiences form our UI. Connecting this data to our CS application was vital to driving success.

Gainsight PX is so new that there are no admin certification classes or learning opportunities. I would like to be certified in setup and be able to implement this at other companies.

Gainsight PX is solving the data information from our customer UI to bring that to the front and center of our customer success group. It shows user login, and all user data inside of our application.

How it helps provide the self-service help customers need in the moment.

Somewhat complex, so it can be overwhelming

It can help us improve the onboarding experience.

I love how easy to use it is and all the data that becomes available once everything is mapped. We are able to communicate to our customers where they are which is within our product!

The biggest challenge to overcome is to beginning is to get your product team to adopt PX and create the napping needed. It needs a technical resource to get started.

We are interacting with our customers through engagements, doing feature adoption walkthroughs, etc.

Through PX we have understood the behavior of our customers on our platform, we know where they interact the most on our tool and based on this we can take immediate actions. All our Engagements are done through PX and I is super user friendly. Our "In app NPS Survey" is create here as well and we have amazing dashboards for the CS team to reach out to our clients based on Customer Feedback! We love the changes implemented in the KB, and we are looking forward to implementing those! Big thanks to Anusha our PX CSM, she is amazing!

We have some dificulties with the localization tab for our engagements, at the moment all the translations are done manually, however, we want to explore this section further.

Have a clear visualization of user and feature adoption

Understand how users interact with engagements

Proper follow up of the NPS survey

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