Gainsight PX

Our PX CSM Anusha is simply the best; she is always there for any questions we may have. The monthly calls we have with her have helped us a lot!

I rated the overall support for Gainsight PX as a 7 because I felt that the customer service was helpful and responsive, but there were still some areas that could be improved. For example, the customer service team could be more proactive in providing solutions and offering guidance on how to use the product more effectively. Additionally, the documentation and tutorials offered could be more comprehensive and easier to understand.

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.

Extremely responsive support team which had a regular cadence with us to discuss our needs to ensure we were getting the most out of their product.

They had a weekly training call to go over new and most used features which allowed us to keep up to date with new functionality

Never contacted support.

Never reached out to support myself.

Support of Gainsight PX is very quick to respond, but takes some time to finally resolve the issues. Responses to the tickets raised are immediate (seem to be computer generated responses) but actual resolution sometimes takes weeks. I haven't had any negative experience though with the support team.

Overall its been really good and they get back to me fairly quickly. I have found at least a couple times where support articles that were shared with me were out of date.

Never contacted support

Customer support is very, very helpful. Feels that they are not just some call centre operators, but highly knowledgable tech persons who know their product very well. I have always had immediate and accurate responses from the support team, which has been very helpful for the successful implementation of the software and has also helped in improving the acceptance rate from the employees of the organisation.

Support is available on call as well as by email but this is not a differentiating factor. Most product companies have a similar level of support.

I only used support from Gainsight PX once and it was something very basic on an account level and not related to their product so I can't judge.

It's an okay product, and certainly has its niche - if you're short on developers, and have a data analyst or similar that can handle the maintenance instead, and maybe even make small code changes when required, or if you need the Salesforce integration - then probably Gainsigh is a good use-case. However, if you want to get a better UX in terms of analyzing the usage data, writing more complex dashboards on top of it, or just want more information - I suggest you look elsewhere.

Support is often a bit slow in fixing issues raised. They will immediately respond to your ticket saying "We're handling it", but actually handling it can take several weeks. So you need to manage your expectations that support is not real-time.

I haven't needed direct support, but know it is there if I need it.

I have had very little interaction with their Support but I have not had any negative experiences with it. Typically, if I don't have to interact with Support that is a good sign to begin with.

Often get what we need help with, especially from two of our assigned customer success agents. But two recurring issues come to mind. With many bug-like issues, PX support asks me to log in to our account and software. I can't let them do that as our IT people won't have that. It seems the PX support folks have a hard time troubleshooting without that access. Second issue, I work with one PM who says she always felt like she needed more PX training and others who had a hard time with unknown unknowns—the stage before you know what your questions are. This difficulty took the focus off of asking questions about our users and made it harder for these PMs to get insight from PX analytics.

We have used the support line sparingly, but when we have reached out we received a reply quickly with friendly pings to ensure we are taken care of.

Technical support is responsive but takes a very long time to actually fix issues and bugs. I've spent a lot of time on the phone with their support team trying to help them solve issues. The Customer Success team is not as supportive as I imagined; I have not had any regular contact with my CSM.

The team that helps connect the two needs improvement.

Gainsight overall has a great support system, not surprising from a company that started in the customer success space. But this focus on customer support really carries over to the PX product. The support team answered all of our questions fully and completely and in a timely fashion, often going above and beyond our expectations.

Have never had to use it

Overall, very friendly representatives and super professional. On a high level, I haven't seen much correspondence to previous issues we've had in the past.

Support is fast, gives concrete answers and quality troubleshooting and designation to fix the issue as soon as possible.