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
Receptive is very effective for multiple internal teams/department of a single product who need to scale their product feedback management effectively. We've been leveraging it for one of our products and it was so successful, that we implemented it with a second product. The main issue we ran into situationally with that was managing 2+ modules (products) in Receptive; it was a bit more difficult to present Receptive to two different customer bases/users (we couldn't change the appearance) and slightly confusing to do within the app (lots of filtering needed). I have heard that support of multiple modules is something that Receptive will likely be working on in the near future, so that's good news.
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 Easy collection of enhancement requests Linking to Jira tickets for development priorities Provides visibility for our customers into their priorities 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 Do not charge per user (we almost cancelled over that). Get rid of or make the assumption of time and money saved more realistic. 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.
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The support team is great - responsive and helpful.
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.
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prior to Receptive but it was just too clunky and extensive for our needs. It was less about automation and still very manual work to process feedback. It also didn't provide collaboration levels that we needed for our internal teams to work together.
was a very clean tool but also didn't enable us to automate the process like Receptive does.
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 Able to tie costs to enhancement requests via Jira integration Read full review ScreenShots