Gainsight PX - Documented journey of a customer
October 04, 2022

Gainsight PX - Documented journey of a customer

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

Overall Satisfaction with Gainsight PX

Integration with CRM software was quite easy. The customer support was there to help out at all times. Took some time to gain employee acceptance, but the integration has helped get all the data for customers, from mining to feedback - all in one place. It is definitely an essential use case.
Gainsight PX helps our group organisation to map the customer journey from onboarding to final delivery (along with customer satisfaction) of our services. Its integration with our CRM helps us deliver value to the customers by providing a realistic database on bookings and retentions. Funnel analysis is also useful to identify user behaviour. It also assists in making decisions on scaling and helps increase efficiencies. I personally use it to assist the business development teams to mine data out from the software and present it in a particular format that makes it easier for management to make decisions.

Pros

  • CRM integration
  • Quick initial setup
  • Superior feedback tools
  • Exceptional user interface

Cons

  • Need more deep learning techniques
  • Self integration with CRM, without IT support
  • Targeting
  • Increased customer retention through direct feedbacks
  • Increased value delivery
  • Longer than expected acceptance rate (learning curve) of employees using it
Customer support is very, very helpful. Feels that they are not just some call centre operators, but highly knowledgable tech persons who know their product very well. I have always had immediate and accurate responses from the support team, which has been very helpful for the successful implementation of the software and has also helped in improving the acceptance rate from the employees of the organisation.

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?

Yes

Would you buy Gainsight PX again?

Yes

It is very much useful to track the customer journey, ensuring every click from customers can be used to improve the customer experience. Helps personalize the product experience. Getting feedback directly from customers is also very useful. Not very well suited for deep learning or targeting. It is a niche product and useful only if you want to map your customer journey.

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