Gainsight PX: A Powerful Tool to Maximize Your Customer Experience!
December 16, 2022

Gainsight PX: A Powerful Tool to Maximize Your Customer Experience!

David Forsythe | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight PX

I rated Gainsight PX as a 6 for ease of integration because it is relatively easy to set up, but there are some complexities that can be difficult to navigate. For example, there are multiple connectors that need to be configured correctly in order to properly integrate Gainsight PX with other systems. Additionally, there are a number of configurations that need to be set up correctly in order to ensure that Gainsight PX is functioning as expected. These complexities can make the integration process more time-consuming and difficult than some other solutions.
We use Gainsight PX to measure and optimize customer experience and engagement across our website, mobile app, and other digital channels, from onboarding to retention. It helps us identify areas of improvement and develop strategies to improve customer engagement and satisfaction.

Pros

  • Gainsight PX provides powerful segmentation capabilities to help marketers target the right customers with the right message. Through its segmentation capabilities, Gainsight PX enables marketers to create custom segments based on user behavior, demographics, and other criteria to ensure that the right message is delivered to the right customer.
  • Gainsight PX offers robust analytics capabilities to help marketers gain insights into customer behavior and engagement. Through its analytics capabilities, Gainsight PX enables marketers to track user engagement, identify customer trends, and gain insights into customer behavior.
  • Gainsight PX provides an intuitive user interface to help marketers quickly and easily create and manage campaigns. Through its user interface, Gainsight PX enables marketers to create and manage campaigns with ease, allowing them to quickly launch campaigns and track their progress.

Cons

  • Reporting and Analytics: Gainsight PX currently offers basic reporting capabilities, but there is room for improvement in terms of creating more detailed and interactive reports. Additionally, Gainsight PX could benefit from the addition of more advanced analytics capabilities, such as predictive analytics and machine learning.
  • Automation: Gainsight PX currently offers some automation capabilities, such as automated emails and surveys, but there is room for improvement in terms of creating more sophisticated automated workflows. For example, Gainsight PX could benefit from the addition of automated triggers based on customer behavior or automated segmentation based on customer data.
  • Integrations: Gainsight PX currently offers some integrations with third-party applications, such as Salesforce and Marketo, but there is room for improvement in terms of expanding the number of available integrations. Additionally, Gainsight PX could benefit from the addition of more robust APIs that would allow for deeper integrations with other applications.
  • Since implementing Gainsight PX, we have seen a dramatic increase in customer retention. Our customer churn rate has decreased, and our customer lifetime value has increased.
  • We have also seen a marked improvement in customer sentiment, with our Net Promoter Score increasing by a small percentage.
  • Finally, we have seen a reduction in our time to value, with our onboarding process being completed in half the time.
I rated the overall support for Gainsight PX as a 7 because I felt that the customer service was helpful and responsive, but there were still some areas that could be improved. For example, the customer service team could be more proactive in providing solutions and offering guidance on how to use the product more effectively. Additionally, the documentation and tutorials offered could be more comprehensive and easier to understand.
I have used and evaluated a few similar products to Gainsight PX, including Appcues, WalkMe, and Pendo. I found that Gainsight PX was the most comprehensive and user-friendly platform, offering features such as customizable onboarding flows, product usage tracking, and automated customer success workflows.

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

Not sure

Are you happy with Gainsight PX's feature set?

No

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

Gainsight PX is well suited for companies that are looking to measure customer engagement, usage, and adoption of their products and services. It is also well suited for companies that are looking to gain insights into customer behavior and preferences. Gainsight PX can be used to track customer journeys and measure customer satisfaction.

On the other hand, Gainsight PX is less appropriate for companies that are looking to measure sales performance or customer lifetime value. It is also not well suited for companies that are looking to measure customer retention or customer churn.

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