The in-app engagements have been an absolute gamechanger for our company. We are now able to communicate with customers at a click of a button in a very user-friendly way as we found that emails weren't having much impact. Creating engaging and informative pop-ups live on the site is just invaluable. We have also recently launched a Knowlegde Centre bot which allows users to take guided product tours of our software! Review collected by and hosted on G2.com.

As per my title, PX is a beneficial piece of kit to have but only once you have the know-how. I find the online guidance to be quite unhelpful and hard to follow, therefore we have faced numerous difficulties when setting things up, or in the beginning, just trying to pull off simple reports. Aside from in-app engagements, we also use PX to report on usage data, but found PX's reporting abilities limited therefore we map the data into Gainsight CS to pull meaningful reports. Review collected by and hosted on G2.com.

I appreciate the CSAT comments and feedback on the portal usage, the ability to create reports specific to time per step and to next steps and the graphs that map to the targeted areas of interest. Review collected by and hosted on G2.com.

So far I have enjoyed my experience and have had nothing to dislike. Helpful tool Review collected by and hosted on G2.com.

At an account level, I'm able to understand which users are logging in and how often. Review collected by and hosted on G2.com.

I don't have an ability to see what users are doing through video playback. Review collected by and hosted on G2.com.

Gainsight's engagements feature is my favorite feature, as it has allowed our product and marketing teams to engage with our customers on a dime's notice and without the need to distract our development team from their critical work. Review collected by and hosted on G2.com.

While I love the impact engagements have made on our customer experience and business, the testing process could be improved. I have to trial and error most of my changes, which takes more time than I would like. That said, the Gainsight team has been super helpful with my support requests in addition to their product team adding some additional functionality to help in this area of concern. Review collected by and hosted on G2.com.

Custom events and query builder. It allows us to get as granular as we need to capture certain details that make a big difference in data-informed decisions. Review collected by and hosted on G2.com.

Product funnelling is hard and confusing. Tried to understand how long a user stays on a particular page before proceeding and it is not very reliable. Review collected by and hosted on G2.com.

The ease of use, simple to set up and deliver engagements, gather feedback and measure customer satisfaction Review collected by and hosted on G2.com.

The UX can be better in some areas, but nothing major lacking. The product is good at what it is capable of Review collected by and hosted on G2.com.

The Gainsight Support Team is fantastic. Leading a customer support team myself, I appreciate the quick responses and how thorough any Gainsight customer support agent is to my emails. Almost every time, I receive a video showing exactly how to solve my problem. This step-by-step is so helpful! Review collected by and hosted on G2.com.

There are times what I create in the Gainsight editor does not appear as expected in my product which can lead to frustrations. Review collected by and hosted on G2.com.

Ability to see important information quickly for Customers. Review collected by and hosted on G2.com.

Extra pages that open if you need to drill down into th account. Review collected by and hosted on G2.com.

GS are the leaders in Customer Success; with their platform and knowledge, they allow us to become the leaders of Custome Success in our industry. Review collected by and hosted on G2.com.

Nothing to dislike; however, some things can be improved. One is an easier way to upload translations and the flexibility of image placements in engagements. Review collected by and hosted on G2.com.

I like the breadth of coverage the tool provides. The usage behaviour is important for us to monitor in order to drive product enhancements and also to predict renewals of our members.

We also utilise the pop ups, survey questions and site walk through's in order to drive a better customer experience. Review collected by and hosted on G2.com.

Until recently, the ability to only see 6 month's worth of data was troublesome. The system has now been updated so that we can see a year's worth of usage data. Review collected by and hosted on G2.com.