Gainsight Product Experience Reviews & Product Details

As a Customer Sucess professional I am tasked with knowing the health of my customers and well as tracking any product adoption and enagagement. I use Gainsight daily to check dashboards and portfolios presented to me with real time visuals that are an invaluable tool for client retention and satisfaction. It helps me to prepare for my client meetings so I can be more educated on client trends and this in turn bolsters my goal of excellent customer support for all of my clients. Review collected by and hosted on G2.com.

I don't see any downsides at this point. The ability to customize and get granular is helpful and my company does not always get as granular as I like but that is not a GS issue. Review collected by and hosted on G2.com.

Gainsight hosts our customer data model - classfying our entire customer base nightly into the journey phase segments we have defined based on criteria. Enhancing the customer journey with automation to drive better outcoems has been a cornerstone of our ability to scale and drive personalized experiences across our entire customer base. Predicatability in engagement and automatically identifying risk is streamlined with the capabilities Gainsight provides us. Review collected by and hosted on G2.com.

Many of the workflows we've designed around TIme and Consumption would be even easier if we had a built in solution pattern for subscription based SaaS businesses. Much of the development work has been focused on creating time and conusmption view of customers, including reporting and alerting that seem generaic (in many csaes), such as sending a customer a CSAT survey once a customer transitions to a new journey phase. Would be great to see SaaS SOlution Patterns built into the patform in the future - would make adoption much easier for customers who don't have an ability to customer the platform. Review collected by and hosted on G2.com.

The adoption metrics and the granularity which we can see and augment the user journey in our software.

The Engagement quality and the output you can create

The dashboards showing adoption and other KPIs - really implies sharing the with stakeholders. Review collected by and hosted on G2.com.

Some of the complexity around triggering engagements with RegEx seemed overly complicated

The engagement editors can be finicky

The reporting and export configuration can be lacking in some use cases. Review collected by and hosted on G2.com.

We like the KC Bot capabilities and ditributing the NPS in app. Review collected by and hosted on G2.com.

It lacks AI functionality within the KC Bot and the automated system mapper (suggestion mode) doesn't work all that well so we end up needing to do direct in-app mapping which is time consuming. We've also run into issues where the in-app mapper doesn't appear even though things are configured correctly on our end. Custom analytic report have a steep learning curve. compared to Gainsght NXT. Review collected by and hosted on G2.com.

Gainsight makes my role easy! CTA and task creation, which I use EVERYDAY makes it easy to ensure my customers recieve valid touchpoints. I'm also able to track the success of my customer as I work with them. Review collected by and hosted on G2.com.

Still learning to use GS to it's fullest, which can be a challenge since the system offers so many opportunities. Review collected by and hosted on G2.com.

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

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

- 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 inactiveness.

- A lot of options also make you question wether you're utilising 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.

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.