Gainsight Product Experience Reviews & Product Details

I love being able to track the visits to various webpages. Being able to drill down into specific buttons within the application is invaluable. By being connected with Salesforce I am easily able to tell which customers and users are using various areas of the website. Review collected by and hosted on G2.com.

The dashboarding could be a little better. While it isn't hard to use, for my use cases, there are areas that could be improved. I would like options to bulk build dashboards. For example, I have a website with 20 different reporting pages, but all tracking the same things. Instead of adding a widget one by one, it would be nice to add all 20 and build them. When I tried to do it, I got 10 or so lines on one widget, not each individual. Review collected by and hosted on G2.com.

I enjoy Gainsight PX because of how simple and easy it is to use. It is easy to create dashboards, dig into reports, and gather (and view) general data on an account and user level. Review collected by and hosted on G2.com.

I wish that Gainsight PX had more capabilities into granular data. Usage time is my biggest ask. There is data that is important to our company that we have to create a very custom solution or go without due to the current restraints of Gainsight PX. Review collected by and hosted on G2.com.

Allowing us to make events catered to general and granular events is super helpful as we can see the success of a product as a whole and drill down to the specifics! Review collected by and hosted on G2.com.

I think the UI could be a tiny bit more intuitive in terms of creating options in product mapper and giving you an option to directly add it into your dashboard. Review collected by and hosted on G2.com.

Its easy mapping function of internal features used by our customers In-app engagements for product announcements and personalized messages Review collected by and hosted on G2.com.

I would love to see more functionalities in KCB and design options for guides and announcements. It feels a little outdated with some of the features. Review collected by and hosted on G2.com.

We have launched NPS survey in-app and have seen at 2700% increase in responses, allowing us to have an NPS score that feels very authentic. We didn't have the ability to launch anything in app before so this has been a huge win. Review collected by and hosted on G2.com.

Mapping the product has been EXTREMELY challenging and required getting support from stakeholders that were not bought in. If mapping could be much easier it would make implementing much easier. Review collected by and hosted on G2.com.

Rapidly adapt to use the tool without the need for instructions Review collected by and hosted on G2.com.

Sometimes information is scattered over several dimensions, which can be wasteful finding to read data to review usage or survey information of our products Review collected by and hosted on G2.com.

Gainsight stores and collects all the data I need to track detailed application usage to determine user adoption and feature adoption. Their product mapping tool is particularly powerful. Review collected by and hosted on G2.com.

It's time-consuming to get the data I need in the format I need, so the dashboards aren't very useful. This could be the result of our implementation and not Gainsight itself. Review collected by and hosted on G2.com.

How easy it was to integrate surveys into our product to get direct feedback about the underlying drivers for using a specific feature that we had added to the platform. While we knew some of the drivers, GainSight enabled us to get richer feedback from users. Review collected by and hosted on G2.com.

The wait time to backfilling new items that I want to track Review collected by and hosted on G2.com.

I appreciate the product mapper and being able to create dashboards for dedicated feature areas within my product. I can quickly see whether or not a feature is being used. When speaking with design, I find myself returning to my dashboards to help inform future decisions. Having this data readily accessible helps my team to be more productive. My engineers also like being able to see that the feature they've built is being used. It helps to validate that the work was worthwhile and is encouraging. When we see a lack of adoption, it helps to inform our continuous delivery process to see where we got things wrong. Before, I would have to ask an engineer to create a query to get usage statistics. The process took a long time and I found myself always wanting more. So, I really appreciate that I don't have to do that anymore. Review collected by and hosted on G2.com.

While I appreciate the product mapper, I feel it could be more flexible. I would like to have the opportunity to reorganize things. I might have created a mapping that lives in one module and I want to move it to another and it's not possible. I find myself having to create new mappings if I want to reorganize things and I don't think I should have to do that. Maybe I can move things, it's just not clear to me on how to do that. The reason this is a problem, is that we have multiple product managers and I'd like to have a consistent product mapping structure that we all use. If there are deviations, it only confuses new product managers. Review collected by and hosted on G2.com.

I like the engagement editor; although you need basic HTML & CSS skills to utilise it fully, it's fairly easy to use. I like the different types of engagements and that you can combine multiple different ones for guides/tours. It's easy to make specific audience segments to target relevant users. Review collected by and hosted on G2.com.

There are several smaller things that bring down the overall value and make it slightly less convenient to use, for example, the fact that surveys cannot be edited stylewise the same way as dialogues/sliders etc. Or that you have to open the preview more than once for it to work. You also need HTML & CSS skills to be able to use the editor in a good way. I find it tricky to understand how to use many of the analytics reports in an effective way, don't find them very intuitive. Review collected by and hosted on G2.com.