Likelihood to Recommend 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.
Read full review PRPC is a
BPM and Case management suite from Pega Systems. Pega is a comprehensive suite which offers a unique theme of
BPM development in the market. A no-coding approach based on rules with inheritance makes Pega a very powerful product but is very difficult to learn. Even, if we go to Pegasystems for training, we have to work on a project at least for a year to have some confidence. Areas where it requires improvements: 1) One of the first things that client's IT department questions about is proprietary BLOB column in PRPC, for them, it is a disadvantage, but as we all know BLOB is what makes the highly complex data model of any
BPM application fit inside to a common schema which eliminates the help of a DBA. 2) Another area of improvement is: when using the wizards to generate rules (such as the connector wizards) you have to be careful about the level of coupling between the work object's data model and the interface's data model. This can also create maintenance issues. 3) The complete Pega suite of products have a long time to develop and deploy and it can be easily done using other low-cost software.
Read full review Pros 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. Read full review Ability to design custom integrated campaigns Analytics to provide key insights and ability to tune your campaign accordingly Ability to design agent workflows Read full review Cons 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 Read full review Pega Customer Engagement Suite is ready to use out of the box with several features, but custom development is always needed. Although new features can be quickly implemented, they have to go through a screening Business analysis process, QA screening and SCRUM based development. Pega eliminates the need for custom code, but there are rare cases where an specific requirement has little to no support from Pega, and implementing custom code can break OOB functionality and make the system unstable. Read full review Likelihood to Renew I like the product, find it pretty easy to use. As we move forward, looking forward to using more of the functionality.
Read full review Support Rating 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.
Read full review Alternatives Considered 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.
Read full review I explained in detail in previous questions.
Read full review Return on Investment 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. Read full review Cost savings on print marketing and email due to better targeting More timely campaigns to reach customers at the right time Read full review ScreenShots Pega Customer Decision Hub Screenshots