Gainsight Product Experience Reviews & Product Details

Regular check-ins have been helpful in expanding our product knowledge and how we can leverage PX more. Functionality of the platform has been well integrated and without any issues or outages. The core functionalities have reduced our support cases, communicated outages to our users, and provided helpful guides/tips on how to use our platform. The analytics have been pivotal as we determine any features that need or can be deprecated to reduce cost and impact to platform performance. Supports our ever-changing requirements as we have gone from a growing SAAS platform to announcing the deprication of the platform. Review collected by and hosted on G2.com.

nothing comes to mind at the moment as Gainsight has been a great partner to work with over the years Review collected by and hosted on G2.com.

Gainsight PX is great for customisation, and there's plenty of features and functionality. It takes some effort to get into, and there the Gainsight University together with excellent CSMs are crucial to get you off the ground. It also links very neatly to Gainsight CS which has been my main tool in the Gainsight Suite. Review collected by and hosted on G2.com.

It takes a little effort to get going. If you're new to the system you'll spend some time in the excellent Forum and going through the educational material before you feel settled and comfortable with the platform. Review collected by and hosted on G2.com.

The most helpful thing about PX is the ability to view usage data on an Account and User level. Having insights like this has allowed us to identify friction points in our product. We are also able to communicate directly with our customers in-app. Meeting our customers where they are in our product has allowed us to interact with customers in a whole new way. Review collected by and hosted on G2.com.

The downside to Gainsight PX is that some Engineering resources are required for mapping. Additionally, the Editor feature used to design in-app engagements could be more flexible and user-friendly. Review collected by and hosted on G2.com.

- Our overall experience has been excellent. Gainsight has significantly streamlined our customer success processes

- The platform is user-friendly, with an intuitive interface that requires minimal training

- Seamless integration with Salesforce has been a game-changer for our team Review collected by and hosted on G2.com.

Initially, The Gainsight product roll-out looked complex and tedious however with the help of their support team we were able to pull-off its implementation quite effectively Review collected by and hosted on G2.com.

The integration with Gainsight CS makes PX incredibly valuable to us Review collected by and hosted on G2.com.

the reporting features within PX are a little less intuitive than I would prefer, requiring more work than reporting within CS Review collected by and hosted on G2.com.

We've been using Gainsight PX for a few years and I keep finding more reasons to love using it. Building a strategy around user metrics and KPIs to drive design changes has helped our teams align on solutions for our users. Our Product team is really ramping up their usage of PX and working to measure the metrics that matter. We have aligned our user centered design processes to include Gainsight as a way to learn about users, recruit them for studies, identify personas + attribute patterns, and get a better understanding of the areas in our products they love and where they struggle. I'm in Gainsight PX everyday, building or analyzing dashboards + reports. I love the new product mapper upgrades. It makes it so much faster to map new features in our product when they are released. I'd love to see this structure make it's way into the analytics feature too.

Gainsight support and my CSM always have my back. I love my biweekly Friday conversations with Monica! Review collected by and hosted on G2.com.

Templates as a standalone feature in Engagements needs work. There needs to be one place to edit/update existing templates, add new ones, and make global style changes. I have 6 different products I'm managing PX for, and each one has to follow a set of brand guidelines. Our motto is that anything in the product should look like the product. When the CSS styling of our codebase overrides what I'm seeing in Gainsight's preview, that becomes a huge problem when releasing guides into production. Not to mention, we have a process around guide creation that lives with our UX design team. We don't want to have to bother engineering (who are very busy with improving our products) to change CSS every time we release a guide or a survey.

We would also love to be able to schedule engagements per usage of features in the product map. Today, we can only send messages immediately or "being used right now". We would love to set this to something like "10 min after". Review collected by and hosted on G2.com.

Admin experience is straight forward as is product mapping. Similarly, provided you have proficient knowledge and experience, one can create quite intricate engagements and return good insight with regard to feature usage.

I didn't handle the implementation initially, but implementing the product into a second app was reasonably straightforward and well-documented. Review collected by and hosted on G2.com.

Data integrations can be a little clunky, as is data export, however once set up, runs reasonably smoothly. Review collected by and hosted on G2.com.

PX is a blend of usage tracking and visualization tool with adequate Dashboard features. It's in-app engagements and knowledge centre bot are the great advantages of the product and makes it stand out from competitors. Review collected by and hosted on G2.com.

It would be great if the product can have a bit more flexibility with respect to reports and Dashboards. Review collected by and hosted on G2.com.

Using the PX analytics helps us determine which features customers are using, and how they are navigating through our product. We can share the data with other tools, including Gainsight CS, so that it is more accessible to others in the company. The Customer Support staff is very responsive and helpful. Review collected by and hosted on G2.com.

The documentation is not very helpful, which leads to needing more assistance from Customer Support. Review collected by and hosted on G2.com.

mapper, integrations (but could be more), querybuilder + customer support Review collected by and hosted on G2.com.

implementation phase has taken too long for most of functionalities. We are reporting on feature level and not reporting to higher levels as We still don't have valuable attribute combinations. Some attributes function weird when imported and are not usable. I liked to get more ideas what we can do with what we have. Review collected by and hosted on G2.com.