Gainsight PX

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

Used across our organization, PX helps us capture and interpret customer usage data, and surface customer-facing messages.

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.

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.

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.

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.

[It] Allows a project manager to understand what features customers are using and Customer Success to understand what overall numbers are growing.

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.

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.

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.