Gainsight PX

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Good for:

• Organizations looking to become more aligned between the Product, Customer Success, and Dev teams.
• Organizations looking to get more in-depth product/feature usage data.
• Organizations ready to scale up the user experience and have the backing/people ready to make it happen.
• Organizations open to experimentation.

Not good for:

• Organizations that don't have buy-in or capacity in the product team. Product managers and/or product marketers are key to the success of this tool.