I enjoy using PX, I hope a couple of features are up next!
October 06, 2022
I enjoy using PX, I hope a couple of features are up next!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight PX
We use PX regularly for the following reasons:
• Identify drop-off and improve conversion rates
• Understand usage of features and measure success
• Monitor new customer launches
• Collect user feedback (Primarily through in-app surveys)
• Educate users with engagements
• Pass data onto Gainsight CS for customer health scores and trigger workflows
• Identify drop-off and improve conversion rates
• Understand usage of features and measure success
• Monitor new customer launches
• Collect user feedback (Primarily through in-app surveys)
• Educate users with engagements
• Pass data onto Gainsight CS for customer health scores and trigger workflows
Pros
- Backfilling data. Many tools do not have the ability to be tracking elements once they are available and then pull it in and have historical views. You're not starting from scratch once you identify something.
- Educational Engagements. There are a ton of options for in-app messaging and its very customizable and easy to set up.
- Product Mapper. Organizing and shifting structure is easy to change. Setting multiple rules on a feature and confirming what you tagged is easy to do.
Cons
- Dashboards. There is no way to provide notes to others which would be very beneficial in consuming data across a team. Lacking functionality - no resizing, no organization options, run into bugs when using it frequently, overall hard to design a layout that is easy to follow.
- No way to identify what features/elements are being used but aren't tagged. This would be a huge value add.
- Retention Analyzer. Default view doesnt allow for filtering and includes test data. In our case this doesnt allow for a true comparison between two segments.
- Segments. You can't use segments in areas you should be able to. I shouldnt have to recreate a segment as a saved filter.
- Customer Sentiment. Customers have been excited when we can show them data around usage and where we can improve.
- Deciding to remove features. We have used PX to identify features that have little to no usage which allows us to get rid of unnecessary process and maintenance.
- Identifying areas of improvement. We are able to find areas of our product that we need to focus on improving where previously we would have missed or had a tough time justifying spending time and resources.
It's been a couple years since I've used Pendo and admittedly we were not set up in the best way for Pendo to work like we have PX. Specifically I am referring to how our elements were tagged.
That being said, here is what I recall as main differences:
Pendo's product mapper and organization was not easy to understand or use and was very hard to change. PX is clearly superior in this category in my experience.
Pendo does identify elements/features that are highly used but are not tagged which is very valuable. I have not seen a way to do this in PX.
That being said, here is what I recall as main differences:
Pendo's product mapper and organization was not easy to understand or use and was very hard to change. PX is clearly superior in this category in my experience.
Pendo does identify elements/features that are highly used but are not tagged which is very valuable. I have not seen a way to do this in PX.
Do you think Gainsight PX delivers good value for the price?
Not sure
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
Comments
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