It has its niche, and I'd consider this along with other services like Mixpanel. But I think it's not the best choice for the common use-cases
June 13, 2022

It has its niche, and I'd consider this along with other services like Mixpanel. But I think it's not the best choice for the common use-cases

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight PX

Very easy to integrate - it's a one-time setup of a snippet they give you, with a few more lines of JavaScript to identify the users.
Gainsight PX is what drives our product usage analytics. We wanted to categorize users into cohorts and see what features each cohort uses, and how they use it. In addition, tracking the usage of new features or design changes was also important to us, and Gainsight allowed us to track that. Lastly, it provided us with the basic analytics every product wants - segmentation into generic groups, to analyze usage by geo, browser, etc.
  • Backfill analytics
  • Easy to integrate into an existing product
  • Relatively easy to configure new analytics by non-developers
  • The UX for Gainsight PX is not up-to-par with its competitors (e.g. Mixpanel).
  • The events editor in general, and the UX there could be much improved.
  • Allow us to integrate actual product usage with Salesforce.
  • Too much developer time went into it, especially when the premise was that this was mostly going to be handled by the Product team. This was mostly because the Gainsight PX event editor doesn't support more complex querying on events.
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.
Mixpanel was much less mature when we ditched it for Gainsight, and the Salesforce integration was very important to us, and Gainsight was the main service that offered it at the time. Mixpanel is probably better today if you look at the big picture, and don't need a specific feature that only Gainsight offers. In addition, using something like might be a good way to allow developers to not have to deal with a lot of integrations, and just do it once for the most part.

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Gainsight PX is great for collecting metrics for an existing website or web app, without needing to do too much adaptation, especially if you have someone to maintain it that's not a developer, and your development resources are expensive - since Gainsight can backfill events, and new events can be configured without code changes, it makes it ideal for teams where the Product can take over this whole operation for the most part, and only ask for developer time when they need to, but not most of the time. Note that this will only give you relatively high-level events - e.g. clicks in a specific URL, without more custom metadata that may be relevant.