Gainsight PX vs. WalkMe

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight PX
Score 7.2 out of 10
N/A
For SaaS products, Gainsight's product experience software enables companies to track every step of their user's journey and fully understand how they're interacting with a product over time.
$0
100 or less MAUs (Monthly Active Users)
WalkMe
Score 7.6 out of 10
N/A
WalkMe is a Digital Adoption Platform (DAP) that promises to transform the user experience in "today’s overwhelming digital world." Using artificial intelligence, analytics, engagement, guidance and automation, WalkMe offers a transparent overlay that assists users to complete tasks easily within any enterprise software, mobile application or website. Founded in 2011, WalkMe software is used by more than 1,500 enterprises globally, including over 30 percent of Fortune 500 companies.…N/A
Pricing
Gainsight PXWalkMe
Editions & Modules
Starter (Free)
$0
100 or less MAUs (Monthly Active Users)
Starter
Starting at $400/M
500+ MAUs (Monthly Active Users)
Growth
Custom
Per MAUs (Monthly Active Users) and more
No answers on this topic
Offerings
Pricing Offerings
Gainsight PXWalkMe
Free Trial
YesNo
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Gainsight PXWalkMe
Considered Both Products
Gainsight PX
Chose Gainsight PX
WalkMe: while the in-app engagements were powerful, there was no email capability, and the analytics were an afterthought (rather than a core part of the solution).
Whatfix: the concept was great; the in-app engagements could be made into documentation and videos. However, we …
Chose Gainsight PX
We have explored a few options this year and found that Gainsight PX was still the best option for us.
WalkMe

No answer on this topic

Top Pros
Top Cons
Best Alternatives
Gainsight PXWalkMe
Small Businesses
Fullstory
Fullstory
Score 8.4 out of 10
Pendo.io
Pendo.io
Score 8.2 out of 10
Medium-sized Companies
Whatfix
Whatfix
Score 9.3 out of 10
Whatfix
Whatfix
Score 9.3 out of 10
Enterprises
Whatfix
Whatfix
Score 9.3 out of 10
Whatfix
Whatfix
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Gainsight PXWalkMe
Likelihood to Recommend
7.6
(26 ratings)
8.0
(29 ratings)
Likelihood to Renew
8.2
(1 ratings)
8.0
(1 ratings)
Usability
-
(0 ratings)
9.0
(2 ratings)
Support Rating
7.3
(23 ratings)
10.0
(1 ratings)
Ease of integration
7.7
(14 ratings)
-
(0 ratings)
User Testimonials
Gainsight PXWalkMe
Likelihood to Recommend
Gainsight
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.
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WalkMe
  • New system implementation - if you're switching or upgrading systems, you can ease users through the transition by providing in-system contextual guidance, extra tips, and automating clicks they don't need to worry about.
  • Data integrity - if you have users making mistakes in the system, you can add validation with WalkMe without the need for developer time and reduce those errors and upstream problems, and related costs
  • Reducing support tickets - if you have support tickets coming through about how to do tasks in a system, you can reduce the time and cost of your support staff answering these tickets by addressing the queries with WalkMe content
  • Change management - ease users through change with guidance and provide in-system surveys
  • Onboarding - bring new users quickly up to speed with onboarding tasks
  • Automation - automate your regular processes and cut system time, freeing users up for more important tasks
  • Process/system analysis - use the analytics to track where users are dropping off in processes and making errors and address these with WalkMe content
  • User experience - make your system more user friendly
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Pros
Gainsight
  • 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.
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WalkMe
  • Ease of use and getting up-to-speed in a few days only. WalkMe can be used by new users easily and quickly, yet provides a many advance features for power users to keep exploring and creating innovative solutions--there are always some things that you have not used earlier
  • Great analytics on our platform, usage and adoption by users, and surveys
  • Very friendly community of users who help each other all the time and structured upskilling programs, weekly tips keep the learning going
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Cons
Gainsight
  • 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
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WalkMe
  • Firefox plugin: The only time I use Firefox is when building a walk-thru. I would like to be able to use Chrome to build the walk-thrus.
  • Logic: Walk-thrus, Launchers, Shoutouts and walk-thru steps use different logic. I can't always fire something based on a click or URL when sometimes I would like to.
  • Design: You can use CSS to customize the look of your walk-thrus, but there isn't a way to remove the sidebar color of the walk-thrus.
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Likelihood to Renew
Gainsight
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
WalkMe
No answers on this topic
Usability
Gainsight
No answers on this topic
WalkMe
WalkMe has done a great job of making their tool easy to use. However because it is a Firefox plugin it causes me to need another browser and sacrifice the left 2 - 3 inches of my display, when working on a laptop this makes it a bit painful. Also when publishing you can organize your list of walk-thrus, the window size is small and limited to the constraints of the WalkMe tool.
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Support Rating
Gainsight
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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WalkMe
The WalkMe Support Team was phenomenal. My support rep made a genuine effort to ensure my success with using the WalkMe Software. She was kind, patient, and very knowledgeable on the software. If there was a question she did not know the answer too, she would find the answer and get back to me as soon as possible
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Alternatives Considered
Gainsight
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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WalkMe
My understanding is that WalkMe was selected based on its capability to support our requirements for our enterprise software. We wanted a product that allows us to provide help at the point of need, provide as little or as much help to guide the user to successfully use the product, and a product that is scalable and can support our growing capabilities.
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Return on Investment
Gainsight
  • 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.
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WalkMe
  • With a promise to help onboard, we found that as people interacted with the walk throughs they didn't get any significant value. Self-service wasn't improved, in fact, we got more complaints from the walk throughs than help from them.
  • NPS surveys were a nightmare to try and integrate with our CRM so we could action the results. Lost time and energy without much support from the WalkMe team
  • No improvement to our Product Adoption, so all cost and time and energy spent on implementation was a loss.
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ScreenShots

Gainsight PX Screenshots

Screenshot of Access all of your key metrics in one place.Screenshot of PX Dashboards offer an interactive way of viewing data. By default, Gainsight provides you with the Gainsight PX Dashboard, but you can create separate Dashboards for each user, based on their requirements. 

For example, you can create a Dashboard, set it to private and grant access only to the top-level executives who are interested in viewing the performance of company KPIs. You can create a Dashboard for a Product Manager and include widgets which show key metrics for the product they own.Screenshot of Gainsight PX connects directly to your CRM and other customer data sources, letting you leverage custom events with no limits on what you can explore – all without using any query language.

Track specific events and compare any number of different cohorts and behaviors to learn more about a specific behavior or validate a specific hypothesis. You can use the group by functionality to aggregate results based on specific fields, and you can analyze custom event properties based on the property values. This may come handy when you want to measure the event properties such as video play counts or monetary values you're passing to Gainsight PX via custom events.Screenshot of Product Mapper® is an easy to use way of describing your product features with a simple "point, click and describe."   Each mapped feature can be viewed hierarchically within your Product Feature Tree®.   

Features can be organized in any way that makes sense for your particular application.  For example, you can organize by modules and features or you can nest sub-modules under modules and add features at any level.Screenshot of You can use existing templates while setting up Guide engagements. You can even save the newly created/modified template and use the saved template in the future in order to save time. Once you select the template, you can modify your template–no coding required, but it's there if you want it.Screenshot of Present targeted and timely in-app surveys so you can get more relevant feedback from the right people to better understand their needs and wants, and easily see the results in real-time.

WalkMe Screenshots

Screenshot of Reduce support costsScreenshot of Accelerate the onboarding processScreenshot of Automate any repetitve processScreenshot of Record your users in session to gain valuable visual analytics.