Gainsight PX: Probably Going to be Really Good at Some Point

I think the developers had a pretty easy time with this.

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.

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.