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PX - great tool for contextual training/marketing
May 27, 2021

PX - great tool for contextual training/marketing

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight PX

Our engineers handled the integration, so I wasn't heavily involved, but it seemed to take a while and a few roadblocks came up along the way. Product mapping needs continuous adjustments/additions as there are frequent changes inside our application. Once it was set up, there was a pretty steep learning curve for end users.
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.
  • Higher registrations for webinars/events.
  • Higher survey responses (NPS).
  • Training efficiency.
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.
We haven't analyzed the direct impact of PX yet, but we still have room to improve in terms of adoption/90 day retention. We are continuously brainstorming and implementing new PX campaigns to try to better drive product adoption. We believe this potential is there, but we need more time to really understand the impact.
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 Gainsight as we also use other Gainsight products.
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.