ClickLearn vs. Gainsight PX vs. UserVoice

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

It’s a robust tool that allows you to easily map and track key features and actions within your products. It also allows for in app communications to help guide the user through the path you want them to follow. The ability to connect with Gainsight CS also allows you to leverage that data to drive actions for the account team, incorporate it in health scoring, and use it to trigger digital programs. You do need a well thought out strategy for management of the platform, the data and how you will use it.

UserVoice can be an affordable and powerful tool to start engaging customers and employees. It can help manage the entire feedback loop process. But your product management and development teams still need to do their jobs. Remember to have a response SLA in place and ownership for prioritizing and responding to the feedback.

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

Incentivized

• Gainsight PX provides powerful segmentation capabilities to help marketers target the right customers with the right message. Through its segmentation capabilities, Gainsight PX enables marketers to create custom segments based on user behavior, demographics, and other criteria to ensure that the right message is delivered to the right customer.
• Gainsight PX offers robust analytics capabilities to help marketers gain insights into customer behavior and engagement. Through its analytics capabilities, Gainsight PX enables marketers to track user engagement, identify customer trends, and gain insights into customer behavior.
• Gainsight PX provides an intuitive user interface to help marketers quickly and easily create and manage campaigns. Through its user interface, Gainsight PX enables marketers to create and manage campaigns with ease, allowing them to quickly launch campaigns and track their progress.

Incentivized

• User interface is very simple. Learning the product and teaching the team how to use the product took hardly any time at all.
• Gives visibility into what others are logging. We are able to append 'votes' to certain ideas, rather than having to create an existing idea from scratch.
• Reporting. Tags allow to easily filter through ideas for roadmap planning.

Incentivized

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

• Dashboards. There is no way to provide notes to others which would be very beneficial in consuming data across a team. Lacking functionality - no resizing, no organization options, run into bugs when using it frequently, overall hard to design a layout that is easy to follow.
• No way to identify what features/elements are being used but aren't tagged. This would be a huge value add.
• Retention Analyzer. Default view doesnt allow for filtering and includes test data. In our case this doesnt allow for a true comparison between two segments.
• Segments. You can't use segments in areas you should be able to. I shouldnt have to recreate a segment as a saved filter.

Incentivized

• Doesn't always catch obvious spam/we have to do a fair amount of blacklisting
• Doesn't have multiple language options
• No online/email tech support available. You have to call if you have an issue.

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 just really liked UserVoice.

It is a good product, but like with every product, there is room for improvement or even just things I, as a user, would prefer, such as the ability to click on a company and have it go to Salesforce instead of Insight. It can also be difficult to find certain reports.

Incentivized

The day-to-day usability is good. More technical settings require a bit more effort.

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

Always very responsible and helpful when an issue happened. They eat their own cooking when it comes to using their products.

Have clear goals and owners established before you start using any tool like this. Very important to get accounts and rights setup so that there's no lag time in customer response once things go live. Make sure IT is involved if you plan to use the Single-Sign On (SSO) or any of the access control tools.

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

I like the ease of integration into web and mobile apps for UserVoice. It's also a comprehensive bug reporting, user feedback, and knowledge base tool.

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

• Transparency: Now we can handle better communication of requests with customers and internal stakeholders.
• We can track better how many ideas are accepted and released vs rejected ones.

Incentivized