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.
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 …
We leaned towards Gainsight PX because of the tight integration with Gainsight. Implementations were somewhat similar but the ease of mapping for all features and modules was superior for PX.
It's been a couple years since I've used Pendo and admittedly we were not set up in the best way for Pendo to work like we have PX. Specifically I am referring to how our elements were tagged.
That being said, here is what I recall as main differences:
The feature on Gainsight PX are easy to understand and implement in the solution, the pricing is also very competitive and functionalities like Customer health score, Customer monitoring, playbooks, surveys etc helps us to provide great insight to the team.
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 …
I did not select Gainsight and we recently switched some of our products to other software which give us better targeting options but are more difficult to implement.
Mixpanel was much less mature when we ditched it for Gainsight, and the Salesforce integration was very important to us, and Gainsight was the main service that offered it at the time. Mixpanel is probably better today if you look at the big picture, and don't need a specific …
ChurnZero is similar in its NPS and walk-through abilities as is user IQ but neither fits in the exact same category. Px is unique to anything I've used for the data extraction it offers. It's not a CS tool like those I mentioned but it is easily the best in terms of tracking …
HelpHero is a very flexible and powerful walkthrough tool. We've used it alongside PX. We still use PX for most customer messages, CES surveys, and in-app badges.
I also evaluated Pendo, WalkMe, and a few other DAPs.
Between the products analyzed, Pendo and Gainsight PX were most complete/mature. At the time, Pendo's UI seemed more intuitive than Gainsight PX. Chameleon and Appcues seemed easiest to use, but were lacking some of the functionality we were looking for. Ultimately chose …
Working with both Gainsight PX and Mixpanel, my experience has been that the integration of Gainsight PX was much easier. Additionally controlling profiles and personas to make sure each group is getting the data they need, and only the data they should see, is easier with Gains…
The main reason is that Gainsight PX offers a perfect combo - analytics and customer engagement. That allows us to make the engagement contextual, based on real-time analytics results.
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 …
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.
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.
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
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.
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.
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.