Item: Gainsight PX
Rating: 9
Author: David Jensen

Use Cases and Deployment Scope

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.

Pros and Cons

Tracking clicks.
Time spent on pages.
Engagements.

Over complicated.
Top many steps to accomplish basic tasks.
Not intuitive.

Return on Investment

New feature adoption.
Used as an NPS tool,
Customer frustration with UI identified.

Support Rating

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.

Alternatives Considered

UserIQ and ChurnZero

ChurnZero is similar in its NPS and walk-through abilities as is user IQ but neither fits in the exact same category. Px is unique to anything I've used for the data extraction it offers. It's not a CS tool like those I mentioned but it is easily the best in terms of tracking customer behavior on our platform.

Key Insights

Do you think Gainsight PX delivers good value for the price?

Yes

Are you happy with Gainsight PX's feature set?

Yes

Did Gainsight PX live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Gainsight PX go as expected?

I wasn't involved with the implementation phase

Would you buy Gainsight PX again?

Yes

Other Software Used

ChurnZero, Calendly, RingCentral

Likelihood to Recommend

It best suits a Product Team that wants to drill down into usage categories but it's not going to replace a CS tool.

Great customer behavior tool!

Overall Satisfaction with Gainsight PX