237 out of 238 Total Reviews for Gainsight Product Experience
Overall Review Sentiment for Gainsight Product Experience
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Easyness of getting survey feedback in any graphic, chart or time dimension Review collected by and hosted on G2.com.
On macro level: It is not seamless integrated with GS CS.
On Micro level: Exporting important customer information into Excel is behaving different with my profile against other users Review collected by and hosted on G2.com.
I am very appreciated to using Gainsight in terms of obtaining analytical data about customers. We can present our customers this data, and this makes both customer and product owner to do our best. Review collected by and hosted on G2.com.
Gainsight is very useful tool for customer success responsibles, but I think that Gainsight may include wide information about using about it. (it can be video or articles about usage of Gainsight) I think that there are lots of tools which I have not use before. Review collected by and hosted on G2.com.
Engagements and ease of producr mapping for non-developers. Also GREAT customer support! Also great online resources for help. Review collected by and hosted on G2.com.
Custom Events. Difficult to understand them. Review collected by and hosted on G2.com.
They have a really good customer service - all the questions are being answered and the the onboarding process is very good. They also implement important features quite recently. Review collected by and hosted on G2.com.
I miss heatmap like I had in HotJar. I know there is something called "heatmap" in Gainsight, it's just the way others do it seems better. Review collected by and hosted on G2.com.
Gainsight PX is a great tool that helps to engage with customers in so many ways (mass emailing, various types of engagements, survey possibilities).
Gainsight helps to track the adoption of the product as well as separate features. This helps products understand better what challenges the customers face. To understand the customers even better Gainsight allows to create survey forms (like NPS, Multi Questions forms) to understand customer sentiment.
Additionally, Gainsight allows interacting with customers with the help of various types of engagements - which is great for informing customers about the new feature from latest releases, and promoting new features.
Finally, it enables you to great guides that make the onboarding easier.
So, Gainsight PX is not only the tool that provides data for product managers, but also improves the customer experience with the product.
Nice tool to implement product-led go-to market approach in your company. Review collected by and hosted on G2.com.
It would be great to improve the integration with Zendesk, so that it's possible to track Zendesk Help Center usage with Gainsight PX and see the information from Gainsight about the Zendesk ticket requester right in Zendesk ticket. Review collected by and hosted on G2.com.
Fantastic to gain insights into who are are users are and exactly how they use the product. Basic reports highly informative and easy to create. Review collected by and hosted on G2.com.
It's easy to learn the basics of how to use the system but hard to master. More in-app tips/guidance would be helpful to unlock the full advantages of the system Review collected by and hosted on G2.com.
For standard executions in terms of authoring and reporting, Gainsight is great. We don't have any dependency on devs so we can get out to market much quicker. We're also very happy with Alisha as our account manager. Review collected by and hosted on G2.com.
Analytics inconsistencies when comparing with native data
Heavy onboarding required to fully understand feature set, especially for above avg use cases
Governance is at org level. In some cases, would be helpful to have them at engagement/bot level
Lack of traditional a/b testing and reporting capabilites
A more connected user journey orchestration vs event by event flows Review collected by and hosted on G2.com.
It helps us launch regular customer announcements, run surveys and collect feedback, analyze customers' behavior, and conduct onboarding. I like the Knowledge Center Bot feature. It enabled us to create step-by-step onboarding instructions and reduce customers' onboarding time. Overall, the system is solid and covers our needs.
Customer support works quickly and gives clear answers. Review collected by and hosted on G2.com.
Some features still need improvement. I wish using the editor and adjusting the style of the engagement was easier. Review collected by and hosted on G2.com.
Can do just about everything we need in one place. Engagements, surveys, tracking, etc. Review collected by and hosted on G2.com.
Can be tricky to set up and takes some time and expertise to do Review collected by and hosted on G2.com.
