Gainsight Product Experience Reviews & Product Details

- Great customer support and CSM support. Very attentive and quick to reply.

- The tool itself is robust and offers a plethora of options and possibilities.

- Makes it possible to validate newly implemented features based on massive sets of data, which nicely fills the gaps of information we were missing. Review collected by and hosted on G2.com.

- Steep learning curve, makes it sometimes hard to get back into it after a period of inactivity.

- A lot of options also make you question whether you're utilizing the correct tool/feature at that moment or not.

- Loading times for funnels feel fine (got a loading bar and everything), meanwhile waiting for adoption numbers to show up can be a bit tedious (because it's always multiple places I'm checking, so it's a lot of stop and go). Review collected by and hosted on G2.com.

Gainsight PX offers a large set of features that enables analyzing user behavior and customizing in-app engagements to enhance user experience and drive product adoption. It is also a powerful analytics tool with advanced reporting capabilities which allows us to track and measure key metrics effectively. Review collected by and hosted on G2.com.

During the implementation of Gainsight PX we found it has a steep learning curve. Mapping our product within the platform was challenging, less intuitive than previous apps, and required significant time and effort. Despite these challenges, the Gainsight support and Technical Account Management (TAM) teams, were very responsive and professional and did their best to help us achieve our goals. Review collected by and hosted on G2.com.

You can track who is logging into your product and what they are doing in it. It is also helpful for in-app engagements i.e. product announcements, guides or surveys. It also has a bot in which you can get feedback for issues. You get access to support team and to a Customer Success Manager. Review collected by and hosted on G2.com.

The integration between PX and Gainsight CS you'd expect this to be more seamless, not necessarily the integration but making the dashboards a bit easier. We have found the integration difficult mainly due to our own problems but it would be nice to manually be able to edit account attributes rather than have to use a csv to upload data against accounts when mapping them isn't easy. Review collected by and hosted on G2.com.

Has been easy to use and very intuitive. Review collected by and hosted on G2.com.

I do find it hard to navigate sometimes. Review collected by and hosted on G2.com.

Gainsight PX is a very easy to use and implement analytics tool and coming from data analysis background, I think by far it is really the easiest one I have used in terms of understanding the data, making segments and utilizing the data behavior to build engagements on the top. Review collected by and hosted on G2.com.

Gainsight PX works exceptionally well when it is a single product and user journey but the documentation and ease of implementation for user journey in case of multiple touchpoints is a little cumbersome and not very well detailed. Review collected by and hosted on G2.com.

CSM Anusha helping us find ways to improve Announcing new features & products in-app without the need for developers - awareness & getting users curious & engaged Giving users guidance & tips on how to use a feature effectively when they need it Being able to survey customers quickly & get feedback Supportive & helpful customer success manager Review collected by and hosted on G2.com.

Gain meaningful insights from reporting and analytics - eg would like to get more easily the time it takes to complete an action from sign up No central place to manage and edit templates Design editor can be a little too technical for some users & time consuming to get right User-triggered engagements - ability to add them where you want them in the style you want Review collected by and hosted on G2.com.

Gainsight PX has enabled the product team with detailed insights into product usage and real-time user interactions, capabilities that were previously unavailable. Its ability to effectively segment audiences and customize in-app experiences has not only facilitated data-driven decision-making for product teams but has also enabled services, outcome management, and training teams to identify opportunities and drive business growth. Review collected by and hosted on G2.com.

Gainsight PX engagements (Guides) need to mature in comparison with alternative solutions, such as WalkMe. There are multiple areas where engagements in Gainsight PX need to catch up, it would be good to see a roadmap of upcoming features. Review collected by and hosted on G2.com.

Gainsight provides detailed insights into user behavior, allowing me to understand how users interact with our product at various stages. My experience with Gainsight's support was exceptional. I recently encountered an issue, and Anusha and Pavansai were quick to assist and followed up diligently until the issue was resolved. This responsiveness and attention to detail were much appreciated. Review collected by and hosted on G2.com.

While Gainsight Product offers valuable functionalities, there's room for improvement in certain areas. For instance, the shoutout templates could benefit from more design flexibility. Additionally, some user interface elements, like styling adjustments in shoutouts, could be more user-friendly to avoid the need for manual CSS editing. Review collected by and hosted on G2.com.

Gainsight PX does a good job at user onboarding. The guides, tooltips and walkthroughs are relatively easy to use and customise. Once you get the hang of it, creating and publishing engagements doesn't take too long, especially when you take advantage of templates.

The data and analytics you get access to are also helpful. Review collected by and hosted on G2.com.

While Gainsight PX has a lot of great features, there's a lot there and it can be overwhelming for new users to wrap their heads around. Setting things up initially and customising everything to suit what you want, takes time. Review collected by and hosted on G2.com.

PX provides valuable insights into customer usage and feature adoption, helping us enhance the overall customer experience. Creating In-App Engagements is simple and the Knowledge Center Bot improvements are great! Plus the technical support is amazing. Review collected by and hosted on G2.com.

Configuration of engagements audience logic is not that intuitive. Inability to apply general filters across all widgets in a Dashboard is a limitation. Review collected by and hosted on G2.com.