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Gainsight PX: Probably Going to be Really Good at Some Point
June 03, 2021

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

Michael Wohlwend | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight PX

I think the developers had a pretty easy time with this.
Used across our organization, PX helps us capture and interpret customer usage data, and surface customer-facing messages.
  • Mapping your product is easier with PX than with Google Analytics (mapping your product makes usage data appear as hits on mapped URLs, buttons, etc)
  • PX is good at showing simple messaging popups to customers.
  • PX Badge functionality—a persistent hover- and click-enabled popup launcher, positioned on select pages and attached to select elements—works well as a self-serve resource for users. It can be unobtrusive yet right there when needed.
  • PX modal content is fully editable HTML with plenty of flexibility.
  • Audience filters are really powerful. You can target users by many built-in and dev-configurable attributes, like device-type (which helped me work with mobile web users), browser, account, parts of the application visited/used in the last day, and many more.
  • Walk through functionality is weaker than other providers. If you ask a user to do something on screen, and that action reloads the page, the tour closes. This shortcoming is the primary cause for us using another walkthrough tool.
  • There is no global CSS styling for PX modals. When I make a new CSS refinement, it's limited to that one engagement only. Everytime I have a new message to deliver, I know picking a correct tour type, finding a good starting place in existing CSS and content, working over the CSS to handle new content will all take more time that it takes in other tools with universal styling controls.
  • The page reload tour cancelation also affects surveys. Want to send a CES survey after a user clicks a button that causes a URL change? You can't. Indirectly, you can load the survey if the user has clicked the button < 1 day ago, and is on URL X. If the URL is the same before and after the button click, even this work around wont work.
  • Not sure how effective PX is on mobile, the functionality did not exist while we were building our mobile app, and we've yet to add it in.
  • Would be nice if it could integrate our knowledge base, but only one KB vendor was supported (not our Freshdesk) last I looked
  • PX has been useful for all development teams' messaging to customers, saving dev time.
  • PX had been easier for some product managers to leverage than others. PX has given usage data that has help inform a number of product decisions
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.
HelpHero is a very flexible and powerful walkthrough tool. We've used it alongside PX. We still use PX for most customer messages, CES surveys, and in-app badges.

I also evaluated Pendo, WalkMe, and a few other DAPs.
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.