Gainsight PX vs. Support.com Guided Path

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.

It is well suited for consumers with small business[es], but in my view not suitable for large businesses.

Incentivized

• Mapping your product is easier with PX than with Google Analytics (mapping your product makes usage data appear as hits on mapped URLs, buttons, etc)
• PX is good at showing simple messaging popups to customers.
• PX Badge functionality—a persistent hover- and click-enabled popup launcher, positioned on select pages and attached to select elements—works well as a self-serve resource for users. It can be unobtrusive yet right there when needed.
• PX modal content is fully editable HTML with plenty of flexibility.
• Audience filters are really powerful. You can target users by many built-in and dev-configurable attributes, like device-type (which helped me work with mobile web users), browser, account, parts of the application visited/used in the last day, and many more.

Incentivized

• Helped in customer and technical support with massive home based team.
• Optimized home sourcing and industry leading solutions.
• Helped a lot in Education and Healthcare.

Incentivized

• Generate reports based on predefined segments is not possible. This is essential for us for creating an onboarding workflow.
• On-screen guides randomly lose their mapping and need re-calibration. This might be due to our application responsive technology.
• Missing customization on certain engagements - Creating a delay is not possible for all types which is needed.

Incentivized

• Need more value with products.
• Need more value with warranty.
• Cloud platform needs improvement.

Incentivized

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

Incentivized

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

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

I have used and evaluated a few similar products to Gainsight PX, including Appcues, WalkMe, and Pendo. I found that Gainsight PX was the most comprehensive and user-friendly platform, offering features such as customizable onboarding flows, product usage tracking, and automated customer success workflows.

Incentivized

No alternative utilized

Incentivized

• Customer Sentiment. Customers have been excited when we can show them data around usage and where we can improve.
• Deciding to remove features. We have used PX to identify features that have little to no usage which allows us to get rid of unnecessary process and maintenance.
• Identifying areas of improvement. We are able to find areas of our product that we need to focus on improving where previously we would have missed or had a tough time justifying spending time and resources.

Incentivized

• No specific resources required.
• Less team because of home based services.
• User friendly.

Incentivized