ClickLearn vs. Gainsight PX

Even though ClickLearn is quite a handy tool, it takes time to create new records, or more like modifying those to be suitable for use. Also, when I have had questions about ClickLearn and considering that the software is for generating for example manuals, I have struggled with finding solutions to cases from the ClickLearn site. For example how to enable/disable Assistant -functionality. Had two private sessions, with two different support persons, getting two different ways to do things. Not good.

Incentivized

Gainsight PX is well suited for companies that are looking to measure customer engagement, usage, and adoption of their products and services. It is also well suited for companies that are looking to gain insights into customer behavior and preferences. Gainsight PX can be used to track customer journeys and measure customer satisfaction.

On the other hand, Gainsight PX is less appropriate for companies that are looking to measure sales performance or customer lifetime value. It is also not well suited for companies that are looking to measure customer retention or customer churn.

Incentivized

• Creating easy-to-follow work instructions.
• Provides different methods of delivery (text, video, try-me).

Incentivized

• Backfilling data. Many tools do not have the ability to be tracking elements once they are available and then pull it in and have historical views. You're not starting from scratch once you identify something.
• Educational Engagements. There are a ton of options for in-app messaging and its very customizable and easy to set up.
• Product Mapper. Organizing and shifting structure is easy to change. Setting multiple rules on a feature and confirming what you tagged is easy to do.

Incentivized

• It would be nice to take a couple of seconds off screen capture

• Walk through functionality is weaker than other providers. If you ask a user to do something on screen, and that action reloads the page, the tour closes. This shortcoming is the primary cause for us using another walkthrough tool.
• There is no global CSS styling for PX modals. When I make a new CSS refinement, it's limited to that one engagement only. Everytime I have a new message to deliver, I know picking a correct tour type, finding a good starting place in existing CSS and content, working over the CSS to handle new content will all take more time that it takes in other tools with universal styling controls.
• The page reload tour cancelation also affects surveys. Want to send a CES survey after a user clicks a button that causes a URL change? You can't. Indirectly, you can load the survey if the user has clicked the button < 1 day ago, and is on URL X. If the URL is the same before and after the button click, even this work around wont work.
• Not sure how effective PX is on mobile, the functionality did not exist while we were building our mobile app, and we've yet to add it in.
• Would be nice if it could integrate our knowledge base, but only one KB vendor was supported (not our Freshdesk) last I looked

Incentivized

I like the product, find it pretty easy to use. As we move forward, looking forward to using more of the functionality.

Incentivized

I have not had to contact support frequently but when I have I used the chat and my questions were answered immediately. I've also used their knowledge center, help documentation and training videos which are all very thorough. The support we've received from our Customer Success Manager has been helpful as well.

Incentivized

Heap has a great value proposition and very nice user experience. But it lacks the clear funnel analysis that Gainsight PX provides. Plus Heap also does not have integration with a lot of CRMs and Customer data platforms. Also, Additionally if you go in the market to find Heap implementors or SI vendors, you won't find any.

Incentivized

• Help is received faster.
• New customers created faster - Quoting faster made possible.

Incentivized

• Allow us to integrate actual product usage with Salesforce.
• Too much developer time went into it, especially when the premise was that this was mostly going to be handled by the Product team. This was mostly because the Gainsight PX event editor doesn't support more complex querying on events.

Incentivized