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Gainsight PX

Gainsight PX


What is Gainsight PX?

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.

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100 or less MAUs (Monthly Active Users)


Starting at $400/M

500+ MAUs (Monthly Active Users)



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  • Free Trial
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Product Details

What is Gainsight PX?

Gainsight PX’s Product Experience Platform offers SaaS companies tools to understand user behavior, drive product adoption, and collect user feedback.

Purpose-built 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. These product insights helps companies make meaningful engagements at scale by offering guidance, recommending additional products or asking for feedback at the exact moment users are most engaged—in or out of their product.

Gainsight PX Features

  • Supported: Analyze Feature Usage From Every Angle - Every login, click, and email opened is information you can use to improve your user experience. See what users are doing in your product to surface important insights you might otherwise miss–all without any coding.
  • Supported: Translate Product Insight Into Action with In-app and Email Engagements - Deliver the kind of personalized product experience that earns you positive reviews, renewals, and referrals. Tailor in-app and email engagements to increase usage, drive adoption of high-value features, reduce support tickets, drive upsells, make users feel heard, and foster loyalty–all within one tool.
  • Supported: Hear Directly From Users on What They Like and Dislike About Your Product - Understand what your users want and need from your product to create a better experience. Gainsight PX makes it easy for your customers to share their feedback with surveys that can be sent in-app or over email.

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.

Gainsight PX Video

Gainsight PX Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUnited States
Supported LanguagesEnglish

Frequently Asked Questions

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., WalkMe, and Appcues are common alternatives for Gainsight PX.

Reviewers rate Ease of integration highest, with a score of 7.8.

The most common users of Gainsight PX are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings


Attribute Ratings


(1-25 of 26)
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December 20, 2022

The experience platform!

Score 9 out of 10
Vetted Review
Verified User
Gainsight PX helped us to understand what our users are visiting the most in our tool, which are the most active users, and in what regions, etc. We publish all our engagements through Gainsight PX, and it is super user-friendly. Plus, we have our NPS here, and the Customer Success team is now contacting our clients based on customer feedback. We are now in the process of analyzing our MasterBot data to understand more about our clients' needs, etc.
  • Client Engagement
  • NPS Analysis
  • MasterBot
  • Amazing Dashboards
  • Users data
  • Segmentation
  • Localization Tab. We are having difficulties translating our engagement through Gainsight PX
  • We can not add different feedback questions in the NPS survey based on the score provided.
Gainsight PX makes my life easier. All data is available in one place. We can create amazing dashboards with different filters based on the information we need. Plus is super user-friendly and we have Gainsight PX assistance if we don't understand something. Our PX CSM is always supporting us with any question or special request we have.
Score 9 out of 10
Vetted Review
Verified User
We use Gainsight PX to measure and optimize customer experience and engagement across our website, mobile app, and other digital channels, from onboarding to retention. It helps us identify areas of improvement and develop strategies to improve customer engagement and satisfaction.
  • Gainsight PX provides powerful segmentation capabilities to help marketers target the right customers with the right message. Through its segmentation capabilities, Gainsight PX enables marketers to create custom segments based on user behavior, demographics, and other criteria to ensure that the right message is delivered to the right customer.
  • Gainsight PX offers robust analytics capabilities to help marketers gain insights into customer behavior and engagement. Through its analytics capabilities, Gainsight PX enables marketers to track user engagement, identify customer trends, and gain insights into customer behavior.
  • Gainsight PX provides an intuitive user interface to help marketers quickly and easily create and manage campaigns. Through its user interface, Gainsight PX enables marketers to create and manage campaigns with ease, allowing them to quickly launch campaigns and track their progress.
  • Reporting and Analytics: Gainsight PX currently offers basic reporting capabilities, but there is room for improvement in terms of creating more detailed and interactive reports. Additionally, Gainsight PX could benefit from the addition of more advanced analytics capabilities, such as predictive analytics and machine learning.
  • Automation: Gainsight PX currently offers some automation capabilities, such as automated emails and surveys, but there is room for improvement in terms of creating more sophisticated automated workflows. For example, Gainsight PX could benefit from the addition of automated triggers based on customer behavior or automated segmentation based on customer data.
  • Integrations: Gainsight PX currently offers some integrations with third-party applications, such as Salesforce and Marketo, but there is room for improvement in terms of expanding the number of available integrations. Additionally, Gainsight PX could benefit from the addition of more robust APIs that would allow for deeper integrations with other applications.
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.
December 16, 2022

HUGE Fan of Gainsight PX

Bob Osborn | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
User analytics primarily. What features are being used? How frequently? Who is using them? The ability to launch in-app engagements and release notes and target them to different environments has been a considerable time saver and increased my productivity significantly. Also targeted in-app surveys have been a great way to collect and analyze product feedback.
  • User Analytics
  • In-App Engagements - Release Notes, Surveys
  • KPI Dashboard of Product Feature and Module Usage
  • Knowledge Center Bot
  • Automatic Feature Mapping
  • Targeting Users based on survey results
  • HTML Editor
As a PM that had limited product usage analytics and no automated method of communicating to users in-app the Gainsight PX engagement options are a god-send. Configuring targeted pop-ups, survey and release notes has made me incredibly efficient. The feature KPI dashboard option they recently adding is simple to configure and allowed me to create a high level product usage dashboard I can share with executives in minutes.

The only scenario I would say it's not appropriate would be to try and replace a survey specific software tool with their in app survey engagements. Although it suits my needs I would say it's not robust enough for full blown product surveys.
Score 8 out of 10
Vetted Review
Verified User
We wanted to understand how the customers were interacting with our application on top of other measure such WAU and retention. Gainsight PX also provided an out of the box guest engagement solution that allowed us to build unique messaging and onboarding experiences based customer persona in the application itself and via email.
  • User tracking
  • Customer engagement
  • NPS
  • Screen recording
  • Email engagement builder
  • Engagement templates
Gainsight PX is perfect for understanding how many users, types of user and their respective journey through the application or website. Gainsight is easy to use and understand with minimal effort to setup. It is also great for an out of the box solution for a knowledge base and customer engagement
Score 10 out of 10
Vetted Review
Verified User
Gainsight PX gives me detailed insight of clients using trial accounts grouped by features and days. This information is very helpful for us to have a contextual conversation.
  • Trial Insight
  • Day by Day usage
  • Intensity of usage
Gainsight PX is helping us day by day for our sales/account management team to keep a check on client's product usage and then have a relevant conversation whether it is regarding sales or sevice.
Score 8 out of 10
Vetted Review
Verified User
It is integrated with our flagship product Aurigo Masterworks. We use it to know the modules and web page sequence analytics that are frequently used by our customers in order to focus on those areas to decrease clicks. The scope of our use case is customer engagement and product enhancement based on the analysis.
  • Customer usage statistics
  • Per page load time analysis
  • Customer feedback through engaging surveys
  • Should have the functionality add Notes
  • Cross team data sharing functionality is missing
  • Not able to filter data when default views are used
We suited for getting customer usage analytics in order to develop your product in that direction. It also helps you to get information related to where the user is taking huge number of clicks to reach to the destination he wants. Some views on dashboard can not be filtered hence needs improvement.
Score 8 out of 10
Vetted Review
Verified User
Gainsight PX helps the organisation develop a roadmap to enhance customer engagement and to improve the conversion rates. It accurately addresses the major problem of not having customer feedback or engagement rate. Direct feedbacks from customers help understand the rationale behind drop-offs and helps mitigate them. My personal use case is to analyse the data from the software, generate reports and provide them to the growth and business team.
  • Customizable and easy to set up
  • Excellent integration with CRM
  • Good feedback mechanism
  • Deep learning is something where there is scope of improvement
  • Can have a better UI, which can also reduce the learning curve
  • Does not have AI capabilities
Gainsight PX is very well suited if you want to collect in-product embedded user feedback and know how users react to the products and what do they wish for. It has very excellent (although time taking) CRM integration. Only if you are expecting deep learning or AI capabilities, then this is not the thing to go for.
Score 8 out of 10
Vetted Review
Verified User
We use PX regularly for the following reasons:

• Identify drop-off and improve conversion rates
• Understand usage of features and measure success
• Monitor new customer launches
• Collect user feedback (Primarily through in-app surveys)
• Educate users with engagements
• Pass data onto Gainsight CS for customer health scores and trigger workflows

  • 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.
  • Dashboards. There is no way to provide notes to others which would be very beneficial in consuming data across a team. Lacking functionality - no resizing, no organization options, run into bugs when using it frequently, overall hard to design a layout that is easy to follow.
  • No way to identify what features/elements are being used but aren't tagged. This would be a huge value add.
  • Retention Analyzer. Default view doesnt allow for filtering and includes test data. In our case this doesnt allow for a true comparison between two segments.
  • Segments. You can't use segments in areas you should be able to. I shouldnt have to recreate a segment as a saved filter.
Gainsight PX will be really great for providing product data to other teams so it all matches rather than working from separate systems. Another good reason to use PX is if you want to identify feature usage/drop-off and then also be able to target those users to educate them. One of my favorite things about PX is that when element IDs change we don't lose that data, we just need to add adjust tagging rules and the data is all there. That reduces time spent by everybody involved to maintain it and you won't have as many blind spots. Additionally it is pretty easy to adjust the entire way the product is mapped.

This may not be the tool for you if you need really well organized/clear dashboards or really need to know things that are being used but have little visibility to tag it.
Score 6 out of 10
Vetted Review
Verified User
I have used Gainsight PX to check feedback of our user reactions on any of our new products and see how our customrs are reacting to new feature additions.Gainsight PX has give great feature of funnel analysis and it aslo give a real time understanding of where our customer are dropping off from the funnel . We also want to track the reaction when we change the featurs of the product.
  • Understanding user reaction on any new product feature
  • Studying the drop in the funnel
  • Measuring adaption
  • Learning curve is long
  • No backfilling on text field
  • Does not have sharing option
I would recommend Gaininsight PX to those who are looking to get right insight about their user and want to learn how to analyse the available data.The engagement feature is great and covers the most of the uses cases Gainsight PX has fairly long learning curve, you need to invest some time to get hangs of it
Score 8 out of 10
Vetted Review
Verified User
Gainsight PX helps our group organisation to map the customer journey from onboarding to final delivery (along with customer satisfaction) of our services. Its integration with our CRM helps us deliver value to the customers by providing a realistic database on bookings and retentions. Funnel analysis is also useful to identify user behaviour. It also assists in making decisions on scaling and helps increase efficiencies. I personally use it to assist the business development teams to mine data out from the software and present it in a particular format that makes it easier for management to make decisions.
  • CRM integration
  • Quick initial setup
  • Superior feedback tools
  • Exceptional user interface
  • Need more deep learning techniques
  • Self integration with CRM, without IT support
  • Targeting
It is very much useful to track the customer journey, ensuring every click from customers can be used to improve the customer experience. Helps personalize the product experience. Getting feedback directly from customers is also very useful. Not very well suited for deep learning or targeting. It is a niche product and useful only if you want to map your customer journey.
Score 9 out of 10
Vetted Review
Verified User
We use Gainsight PX as an integrated platform with Salesforce to understand where are our customers in our journey. It helps us score customer opportunities and understand the health of our customers in the CRM pipeline. It provides very intuitive analytics on top of Sales Force which generates more revenue with same pipeline. It helps us focus on high-priority leads.
  • Lead Health Scoring
  • Provide Analytics on Customers
  • Provide actionable reminders for sales reps
  • Integration with a lot of CRMs is very complex
  • Integration involves IT companies and is not straightforward
  • Gainsight PX does not have AI capabilities for lead scoring
Gainsight PX is suitable for mid-sized companies with 1000 to 10000 employees. If your product does not sell by itself and you have huge sales and customer success teams who are always hunting for leads and solving customer issues, it could be useful. For products that have a pull demand from market, it may not be useful.
Score 7 out of 10
Vetted Review
Verified User
I use Gainsight PX to collect in-product user feedback in order to see how users react to new products and to see how sentiment changes over time.
  • Easy to start new campaigns
  • Easy to organize multiple campaigns
  • Easy to start and stop campaigns
  • UX
  • The ability to customize the look and feel of your surveys
  • Targeting
While I don't think Gainsight has the same level of functionality as some other tools it is very easy to use for someone with a less technical background. It doesn't allow for the level of targeting of users that I would want.
Score 6 out of 10
Vetted Review
Verified User
Gainsight PX is what drives our product usage analytics. We wanted to categorize users into cohorts and see what features each cohort uses, and how they use it. In addition, tracking the usage of new features or design changes was also important to us, and Gainsight allowed us to track that. Lastly, it provided us with the basic analytics every product wants - segmentation into generic groups, to analyze usage by geo, browser, etc.
  • Backfill analytics
  • Easy to integrate into an existing product
  • Relatively easy to configure new analytics by non-developers
  • The UX for Gainsight PX is not up-to-par with its competitors (e.g. Mixpanel).
  • The events editor in general, and the UX there could be much improved.
Gainsight PX is great for collecting metrics for an existing website or web app, without needing to do too much adaptation, especially if you have someone to maintain it that's not a developer, and your development resources are expensive - since Gainsight can backfill events, and new events can be configured without code changes, it makes it ideal for teams where the Product can take over this whole operation for the most part, and only ask for developer time when they need to, but not most of the time. Note that this will only give you relatively high-level events - e.g. clicks in a specific URL, without more custom metadata that may be relevant.
Score 8 out of 10
Vetted Review
Verified User
We are using GainsightPX as our main platform to collect product analytics as well as run in-app engagements to our users. As such - we are able to map features in our product and measure their adoption (or lack thereof) and close the loop by launching in-app engagements to help educate users better about these new features. We use the following integrations with PX - Segment, SalesForce, FullStory and Zendesk and it is a core component of our productOps stack.
  • Product analytics
  • in-app engagements
  • Integration to Salesforce
  • in app engagement editing / flexibility
  • ease of use
Very good for measuring product feature adoption. The in-app engagements are ok, but not flexible enough to really achieve a great look and feel for your users. The external API is useful for integrating with other tools.
Score 10 out of 10
Vetted Review
Verified User
We primarily use Gainsight PX in Customer Success, but leverage the information throughout the organization to help understand customer usability and adoption. Gainsight PX provides additional information and details about our customers that we would otherwise not have any insight into. We have found that this helps us understand customer behavior.
  • Gainsight PX helps uncover data that we wouldn't have otherwise.
  • It helps us understand customer behavior due to their interactions.
  • The dashboards and summaries are helpful for understanding our customers.
  • The interface isn't as intuitive as I'd like.
  • Some video tutorials would be helpful.
  • I experience slowness sometimes.
I think Gainsight is great, but there is growing competition in this space and each of the competitors seem to have slightly different strengths and weaknesses.
David Jensen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
By Product primarily but it is also utilized to an extent by Customer Success. Product uses it to track user engagement. CS uses it on an as-needed basis for customer engagement. We typically use ChurnZero for our in-app engagements but only Gainsight PX offers mobile engagements so we lean on it for that.
  • Tracking clicks.
  • Time spent on pages.
  • Engagements.
  • Over complicated.
  • Top many steps to accomplish basic tasks.
  • Not intuitive.
It best suits a Product Team that wants to drill down into usage categories but it's not going to replace a CS tool.
Michael Wohlwend | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Used across our organization, PX helps us capture and interpret customer usage data, and surface customer-facing messages.
  • 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.
  • 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
If you have short simple messages that need to go out in precise situations, and you want to see who has seen what messages, PX works very well. If you want to see what a user does in your software, PX shows a log (through all mapped parts of your software, and through each URL). You can display a path of all users with a common start or endpoint (to assess user flow). But it often feels like important context is missing: how long did they take in each spot, how'd they move their cursor, where were they reading—these remain big gaps. If you have simple surveys to send, you can target these with the same level of precision as PX messages.
Score 10 out of 10
Vetted Review
Verified User
Gainsight PX has been instrumental for our product team. This year has come with a lot of changes for our product which includes new features and deprecation of some. We currently use Gainsight in several fronts from internal discussions to external communications:
  1. Dashboards/Feature adoption: This feature enables us to have well-informed insights and understanding of the platform usage as we present to stakeholders on trends and metrics.
  2. Engagements: Perfect for making quick announcements or sharing release notes to our users. We have found this to be an effective channel to inform users on the platform for upcoming releases or changes with links for more context.
  3. Guides: To help our growth team scale and effectively educate our users on new features, we have implemented guides on the platform to take the user on a step-by-step journey to understand the full capability of a workflow on the platform and show value without having to be on a call with Sales or CS. We've found it to be more effective than a simple knowledge base article.
  • Segmentation of users/accounts for targeted engagements.
  • Feature adoption.
  • Simple to use interface.
  • NPS can't be customized or expanded on.
As a scrappy startup, Gainsight PX has been flexible enough for our use-cases and their support team has been very responsive in addressing any questions or concerns we've encountered along the way.
Score 8 out of 10
Vetted Review
Verified User
From a content perspective, Gainsight PX is used by our Customer Success department to create in-app guides and promotions to make training more scalable, increase retention, and drive registrations to our events and webinars. We also utilize Gainsight PX's survey functionality to run our NPS campaigns in-app. From a data perspective, we are able to use Gainsight PX to understand how and how often our customers use our software and where we need to drive more feature usage.
  • In-app promotions.
  • In-app surveys.
  • In-app walkthroughs.
  • Customer support could be better.
  • Technical issues with guides.
  • Steep learning curve.
Gainsight would be well-suited for software companies who do not have any in-app capabilities and whose users need to have their hand held through certain functionality. It is also useful for communicating/marketing to users who either 1) can't receive 2) don't check or 3) don't engage with email campaigns. Lastly, it's a good fit for users who need a better view of what customers are doing with your software and do not have another tool for this.
Justin Miller | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
This product is being used within the CS department and the Product team. It helps us understand the usage of our customers and the trends that they exhibit. We're porting that data into Gainsight CS to have a better real-time response to arising issues that we see.
  • Ability to connect to Gainsight CS.
  • Clear dashboard with actionable data.
  • End user support for configuration to the Gainsight CS Portal.
  • Ability to see where a feature path is tagged (visually) after it is in progress.
This is best suited for organizations that are looking to enrich their data picture and have analytical thinkers in place to make the data actionable. This likely would not be helpful for a team that is short-staffed as it takes a significant amount of time in the application to derive its value.
Score 10 out of 10
Vetted Review
Verified User
We are using PX to track customer usage of our self-help portal to identify where they are getting stuck, which articles more people are viewing, and which companies are actively using our self-help portal. With this information we can work with our customers, with products, and with support to identify a better experience for our end users.
  • Easy install.
  • Accurate data.
  • Dashboards could be easier.
  • Possibly too much information.
PX is great for adding into an existing portal to understand how the customer is using the site. With the customer-specific data it is easy to tie back to individual accounts. PX may not be useful with large amounts of anonymous data is it would give accurate numbers but they may not be actionable.
Janice Goldfarb | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
[It] Allows a project manager to understand what features customers are using and Customer Success to understand what overall numbers are growing.
  • Shows increase or decrease in number of users
  • Shows features that are being used most
  • We are able to reach out to customers who have not used certain features.
  • Would like to be able to create buckets with certain filters of customer profiles . EG $$$ > . $$$$$$$$$ . Size buckets by ees, etc
  • Would like to be able to sort by rep
  • Maybe I can do the above and we are not configured for it?
Can't use a lot of the functionality for CS since I can't slice and dice the data the way I need to.
Oded Wilder | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We use Gainsight to create engagements and assist through the onboarding process of our Web-based project management tool (Proggio). It helps us analyze our user's usability of the various features in our solution and map out their application journey.
  • DashBoard insights and UI.
  • Cohorts of retention metrics.
  • Analytics of in-app engagements.
  • 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.
I like the ease of mapping out features of our application. I do need to rebuild my confidence in them though since I've seen several times that objects/features don't remain mapped all the time. I would like to be able to create and measure successful engagements with the tool.
Helene Tapper | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Currently, we are using Gainsight PX to measure our NPS score with our customers. It is only being used by our Customer Success department at the current time. The business problem that we are looking to solve, is how we can better serve our customers and provide them with a solution that enables them to achieve their goals and objectives.
  • Setting up a new campaign is a step by step process that you are lead through by the application.
  • Analytics are right there on the campaign that is currently active. You also have the ability to filter on the data to obtain additional information.
  • There is the ability to run multiple campaigns at the same time. This allows for the ability to be very focused by account.
  • The help section needs to provide more details on what the functionality does and how to implement the specific functionality with step by step directions.
  • Would like the ability to reuse a campaign. When I tried to reuse a campaign, by renaming it, I lost all of my data from the original campaign. I wanted to keep my original campaign data, while reusing the campaign setup.
  • I find the dashboards to be very difficult to understand and there is just too much information on them.
As a whole, I really like the solution, it is providing me with an in-depth understanding of how my customers feel about my product. It allows me to send follow-up emails, based upon the rating received, in order to obtain additional comments/suggestions for improvements. As we move forward, we will be able to utilize the solution to obtain additional information on our sales cycles, implementation experience and check-in with the end-users a month or so after their go-live.
Igor Kranjčec | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use Gainsight PX to help us with prioritization, keeping track of product adoption, to collect customer feedback and to communicate with the customers in general. We integrated mapping of events inside our product development process in order to look at the performance of new features, and to be able to communicate the changes to our customers - contextually, in-app while using our product. Our core user is product development, but the information we get is shared across numerous departments.
  • Feedback module.
  • Engagements (all types).
  • Ease of implementation.
  • May be challenging for a very large amount of events - missing a possibility to track events on attribute level.
  • Better management of last contacted rules in Engagements.
It's a good platform to track numerous products (internal and external) for fast development teams, where the adoption results are needed quickly and you need to get your customer feedback regularly and continuously.
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