Gainsight PX - Detailed Review
App Tools
Gainsight PX - Detailed Review Contents
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Gainsight PX - Product Overview
Gainsight Product Experience (PX)
Gainsight Product Experience (PX) is a powerful tool within the Gainsight suite, focused on enhancing user engagement and providing valuable analytics for web, mobile, and desktop applications.
Primary Function
Gainsight PX is designed to collect and analyze user behavior data, enabling businesses to create targeted and personalized engagements. It helps companies understand their users better, activate them through various engagement strategies, and improve overall user experience.
Target Audience
The primary target audience for Gainsight PX includes product managers, customer success teams, and any stakeholders involved in enhancing user engagement and product adoption. It is particularly useful for growing products and teams looking to optimize their user interactions.
Key Features
- Product Analytics: Provides insights into how users interact with the product, including usage patterns and feature adoption.
- In-App Engagements: Allows for the creation of in-app guides, surveys, and other engagement tools to interact with users directly within the application. This includes customer sentiment surveys, in-app guides, and a Knowledge Center bot.
- Audience Segmentation: Enables the creation of segments based on user attributes, behaviors, or characteristics. This helps in defining user cohorts for targeted engagements and analytics.
- Email Engagements: Supports the sending of targeted email campaigns based on user interactions and engagement rules. For example, emails can be triggered if a user has not used a specific feature for a long time.
- Integration with Gainsight Customer Success (CS): When integrated with Gainsight CS, PX facilitates a streamlined data flow, enhancing customer insights and engagement strategies. This includes features like syncing PX data with CS for advanced data visualization and real-time analytics.
- Enterprise Features: The PX Enterprise package includes additional features such as enterprise security, advanced S3 integration, language localization, and increased data retention. It also supports unlimited Monthly Active Users (MAU) and higher limits on email engagements.
Packages
Gainsight PX is available in two main packages:
- PX Essentials: This package includes basic features like product analytics, in-app surveys, in-app guides, email engagements, and a single active Knowledge Center bot. It is suitable for growing products and teams.
- PX Enterprise: This package includes all the features of PX Essentials plus additional enterprise-level features such as advanced integrations, enterprise security, multiple active Knowledge Center bots, and higher email engagement limits.
By leveraging these features, Gainsight PX helps businesses to better engage their users, gather valuable insights, and drive product adoption and customer satisfaction.
Gainsight PX - User Interface and Experience
User Interface Challenges
The user interface of Gainsight PX, a product experience platform, is a critical aspect of its overall user experience, but it presents some challenges.Features and Capabilities
Gainsight PX offers a range of features that are intended to enhance user engagement and product adoption. These include:Engagements
This feature allows users to create interactive product walkthroughs, slider guides, messages, in-app update notifications, and various types of surveys.Knowledge Centers
Users can create collapsible on-screen knowledge bases and bots to support user queries.Product Mapping
This feature helps visualize the product to identify smoother working elements.In-app Analytics
It provides deep usage analytics, including metrics like feature usage, session duration, and user pathways. Users can also conduct A/B testing and collect feedback through in-app surveys.Ease of Use
Despite its comprehensive set of features, Gainsight PX is often criticized for its ease of use. Here are some key points:Steep Learning Curve
The interface is not very self-explanatory, and users, including those from different teams, need to invest significant time to understand even the basic functions. This learning curve can be quite steep, especially for those unfamiliar with similar digital adoption platforms.Unusual UI
The user interface is described as unusual and may require several days to get accustomed to. This can make the initial setup and ongoing maintenance more challenging.Maintenance and Setup
The setup and maintenance of Gainsight PX are also noteworthy:Difficult Setup
Integrating and setting up Gainsight PX can be a tough process, often requiring significant changes to the structure of your product. It may necessitate a full-time technical person, especially during the initial setup.High Maintenance
Maintaining Gainsight PX is also a considerable task. It requires continuous effort and resources to ensure it operates effectively, which can be a barrier for smaller businesses or those without a dedicated technical team.Overall User Experience
While Gainsight PX offers powerful tools for improving product experience, its user experience is mixed:Positive Aspects
Users appreciate the depth of engagement features, such as product tours and surveys, which can replace multiple other platforms. The analytics dashboard provides valuable insights into user interactions, helping to improve feature adoption and overall user satisfaction.Negative Aspects
The high cost, difficult setup, and steep learning curve are significant drawbacks. Some users also report issues with data accuracy and the need for extensive technical support.Conclusion
In summary, while Gainsight PX is a powerful tool with advanced analytics and user engagement features, its user interface and overall user experience are hampered by a steep learning curve, difficult setup, and high maintenance requirements. This makes it more suitable for enterprises with the resources to manage such a platform effectively. Gainsight PX - Key Features and Functionality
Gainsight PX Overview
Gainsight PX, a product experience platform, incorporates several key features and functionalities that are enhanced by AI, particularly in the areas of product analytics, user engagement, and customer success.Product Analytics and Feature Adoption
Gainsight PX allows teams to analyze and track the adoption of key product features through a structured approach. Here are the main components:Key Product Features
These are categorized into Essential, Growth, and Golden Features. Essential Features are basic functionalities every user should adopt early on, such as creating a basic report. Growth Features indicate expanding use, like sharing a dashboard. Golden Features signify advanced engagement, such as utilizing complex analytical tools.Cohort Analysis
This involves defining specific user groups based on shared characteristics to analyze feature adoption. Cohorts can be created using segments or saved filters, helping to focus on groups like the top 10 healthiest accounts to benchmark best practices.AI-Driven Insights and Automation
Gainsight integrates AI in several ways to enhance its product:Churn Prediction
AI models analyze customer behavior to predict churn risks, enabling proactive interventions by Customer Success teams. This helps in prioritizing customer engagements and improving retention.Automated Task Management
AI automates routine tasks such as follow-ups and meeting summaries, freeing up Customer Success Managers to focus on strategic initiatives.Customer Health Scores
Real-time health scores are generated based on various data points, helping teams prioritize customer engagements and address issues promptly.AI Takeaways
This feature extracts key insights from customer interactions, identifying themes and sentiments to provide actionable summaries. This helps Customer Success Managers quickly understand customer concerns without manually reviewing meeting notes.Product Mapper and Feature Tracking
Product Mapper
This feature allows teams to define the structure and layout of their web application, organizing features into a Product Tree. This enables reporting on specific features and rolling them up to modules, providing a clear view of user engagement.Event Tracking
The Gainsight PX tag tracks user events in real-time, providing in-depth usage analytics without impacting the performance of the web application. This includes support for Single-Page Applications (SPAs), Multi-Page Applications (MPAs), and iFrame-based web applications.Integration with Other Tools
Gainsight PX can be integrated with other tools like Salesforce using platforms such as AppEQ. This integration provides:Visibility into Product Engagement
Understanding how customers use the product directly within Salesforce.Revenue Alignment
Correlating product usage with account revenue for better strategic decisions.Real-Time Updates
Monitoring product adoption in real-time to prevent churn and identify upsell opportunities.Security and Data Management
Security Tracking Features
Gainsight PX supports additional security tracking options to exclude or mask specific tracked data, ensuring data privacy and security.Data Synchronization
The platform allows for real-time data synchronization between different tools, ensuring that all teams have access to the most current data. In summary, Gainsight PX leverages AI to automate tasks, predict churn, and provide actionable insights, while its analytical tools help in tracking feature adoption, defining product structures, and integrating with other critical business platforms. This comprehensive approach enhances user engagement, improves customer satisfaction, and drives strategic outcomes. Gainsight PX - Performance and Accuracy
Evaluating Gainsight PX in the App Tools AI-driven Product Category
Evaluating the performance and accuracy of Gainsight PX involves several key aspects:
Performance
Gainsight PX is optimized to minimize its impact on web application performance. Here are some key points:
- Asynchronous Tracking: The Gainsight PX Tag uses non-blocking, asynchronous calls to avoid adding latency to the application services used by the end-user. This ensures that the tracking does not interfere with the user’s experience.
- Concurrent Connections: The PX tracking code utilizes a single concurrent connection for tracking purposes, preventing resource hogging and ensuring that the browser’s resources are not overly consumed.
- Server-Side Caching: Gainsight PX employs server-side caching to avoid browser resource hogging, especially when serving in-product engagements like onboarding widgets or knowledge centers.
- CDN Service: The use of Google’s Content Delivery Network (CDN) optimizes the SDK serving, ensuring that the SDK loads efficiently and waits for the page to complete loading before tracking or serving in-product guides.
- Server-Side Architecture: The real-time personalization engine of Gainsight PX uses a distributed micro-services architecture with auto-scaling, resulting in an average server-side latency of 1-5 milliseconds for in-product engagement campaign evaluations.
Accuracy
The accuracy of Gainsight PX is reflected in its detailed analytics and reporting capabilities:
- Engagement Analytics: Gainsight PX provides comprehensive engagement performance reports, including in-app, email, survey, and knowledge center performance. These reports offer insights into engagement metrics such as views, completion rates, and user responses.
- Custom Events and Attributes: The platform allows for the creation of custom events and attributes, which can be accurately tracked and analyzed. There are specific limits on the number of custom events and attributes to ensure data integrity and manageability.
- Survey Performance: The survey performance reports are detailed, showing results for different types of surveys, including NPS, rating surveys, and CSAT surveys. These reports help in accurately measuring user satisfaction and engagement levels.
Limitations and Areas for Improvement
While Gainsight PX offers strong performance and accuracy, there are some limitations and areas where users have noted challenges:
- Learning Curve: Users have mentioned that Gainsight PX can be challenging to learn and master, particularly the product mapper and other analytical tools. This suggests that there might be a need for more comprehensive tutorials or support resources.
- Filtering and Data Visualization: Some users have found it difficult to filter data, such as usage data over a specific time window, and to update dashboards. This indicates room for improvement in the user interface and data visualization tools.
- Implementation and Compatibility: There are some limitations noted in implementation and compatibility, which could be areas for further development to ensure smoother integration across different systems.
Conclusion
In summary, Gainsight PX performs well in terms of minimizing impact on web application performance and providing accurate engagement analytics. However, it has a learning curve, and some users face challenges with data filtering and dashboard updates. Addressing these areas could enhance the overall user experience and functionality of the platform.
Gainsight PX - Pricing and Plans
Pricing Structure of Gainsight PX
The pricing structure of Gainsight PX, a product experience platform, is quite nuanced and varied, often catering to different scales and needs of businesses. Here are the key points regarding its pricing and plans:
Pricing Tiers
Gainsight PX does not offer a one-size-fits-all pricing plan. Instead, it provides customized plans based on the specific needs and user base of each company.
Customized Plans
- The pricing for Gainsight PX can range widely, from $14,700 to $140,900 annually, depending on the headcount and required features.
- For smaller user bases, such as 200 users, the pricing ranges from $27,000 to $38,500 per year. For 1,000 users, it ranges from $43,000 to $88,900, and for more than 1,001 users, the price can be between $83,300 and $160,100.
Package Tiers
- Gainsight PX offers two main package tiers:
- Essentials Package: This package ranges from $28,498 to $34,257 annually.
- Enterprise Package: This package ranges from $69,502 to $156,098 annually.
Features by Plan
While the exact features per plan are not explicitly detailed in the public pricing information, here are some general features that Gainsight PX offers across its plans:
General Features
- Engagements: Includes interactive product walkthroughs, slider guides, in-app update notifications, banners, and various types of surveys.
- Knowledge Centers: Allows for the creation of collapsible on-screen knowledge bases.
- Product Mapping: Enables the visualization of your product to streamline working elements.
- In-app Analytics: Tracks data and user actions within the application.
Integrated Data Insights
- When integrated with Gainsight Customer Success (CS), Gainsight PX provides advanced data visualization and real-time analytics, enhancing customer insights and engagement strategies.
Free Options
- There is no permanent free plan available for Gainsight PX. However, a free trial is offered to allow potential users to test the platform before committing to a paid plan.
Additional Considerations
- Pricing can be negotiable, with some users reporting savings of up to 50% by adjusting the billing cadence or leveraging their growing accounts.
- The setup and maintenance of Gainsight PX can be high-maintenance and expensive, making it less suitable for small to medium-sized businesses without a significant budget or technical team.
Gainsight PX - Integration and Compatibility
Integration with Gainsight Customer Success (CS)
Gainsight PX can be integrated with Gainsight Customer Success (CS) to synchronize data and enhance customer insights. This integration allows for the syncing of features, engagement, and survey data from PX to CS. Key entities that can be synced include:
- Events: Data captured from Product Mapper, which can be grouped by feature name, company/account, and user/person object.
- Engagement: The number of times a user viewed an engagement, which can be grouped by engagement name, company/account, and user/person object.
- Surveys: Survey data can be synced to a custom object in CS, enabling various operations supported by Gainsight.
Integration with Salesforce
During the CS to PX integration, data can be fetched from Salesforce objects, such as the Account and Contact objects. These fields can be mapped to corresponding objects in Gainsight PX, although fields from Customer Info or Company objects need to be replicated in the Account object to be synced.
Mobile App Integration
Gainsight PX offers a Mobile SDK for both Android and iOS, allowing mobile developers to integrate PX into their mobile applications. This SDK enables the tracking of real-time events, such as downloads, user activities, and screen views. The SDK supports various platforms including React Native, Flutter, NativeScript, Xamarin, and Hybrid Mobile SDKs. This integration provides valuable insights into user behavior within mobile apps.
Platform Compatibility
Gainsight PX is compatible with a wide range of platforms and devices:
- Web Applications: It is used to create in-app messages, product walkthroughs, and collect analytics within web applications.
- Mobile Devices: Through the Gainsight PX Mobile SDK, it integrates with mobile apps on Android and iOS, as well as other mobile development frameworks.
Data Flow and Management
The integration process is simplified and efficient, allowing admins to connect Gainsight CS and PX with a single click. This connection enables streamlined data flow, providing a comprehensive view of customer interactions and behaviors within the applications. The data can be visualized and analyzed in real-time, enhancing engagement strategies and customer insights.
In summary, Gainsight PX integrates well with Gainsight CS, Salesforce, and various mobile and web platforms, making it a versatile tool for managing user engagement, analytics, and feedback across different environments.
Gainsight PX - Customer Support and Resources
Gainsight PX Support Options
Support Tickets and Feedback
Users can submit support tickets for Gainsight PX, although the process is currently being refined. As of now, support tickets for Gainsight PX are not directly available through the main support portal, but users can submit them via an in-app dialogue within the Gainsight PX application. However, there is an ongoing enhancement request to include Gainsight PX as an option in the full Zendesk support portal, which would streamline the ticket submission process.Documentation and Guides
Gainsight provides a comprehensive support hub that includes detailed documentation and guides for Gainsight PX. The Gainsight Help Center offers resources such as product documentation, integration guides, and onboarding materials. Users can browse by product, including the Product Experience section, to find specific guides and tutorials for Gainsight PX.Integrations and Configuration
For users needing to integrate Gainsight PX with other Gainsight tools, such as Customer Communities or Gainsight CS, there are step-by-step integration guides available. For example, the integration with Gainsight Customer Communities allows users to access Knowledge Center articles directly within the app, providing personalized content like onboarding checklists and FAQs.Community and Forums
Gainsight has a community section where users can engage with discussions about the latest product changes, share feedback, and ask questions. The Gainsight Community is an interactive platform that helps users connect with each other and with Gainsight’s internal teams to discuss technical enhancements and product updates.Analytics and Engagement Tools
Gainsight PX itself offers various tools that can help users gather feedback and engage with their customers more effectively. Features include in-app engagements, knowledge centers, product mapping, and in-depth analytics. These tools enable users to create product tours, surveys, and feedback mechanisms directly within their application.Training and Education
Gainsight University is another resource available to users, offering on-demand digital customer education to help with onboarding, education, and retention. This resource is particularly useful for new users looking to get the most out of Gainsight PX.Conclusion
By leveraging these support options and resources, users of Gainsight PX can ensure they are well-supported and equipped to maximize the benefits of the platform. Gainsight PX - Pros and Cons
Advantages of Gainsight PX
Gainsight PX offers several significant advantages that make it a valuable tool for improving user experience and managing product growth:Comprehensive Feature Set
Integrated Analytics
User Engagement
Integration Capabilities
Feedback Collection
Disadvantages of Gainsight PX
Despite its advantages, Gainsight PX also has some notable disadvantages:High Cost
Difficult Setup and Maintenance
Steep Learning Curve
Limited User Onboarding Capabilities
Manual Product Mapping
Data Accuracy Issues
Gainsight PX - Comparison with Competitors
When Comparing Gainsight PX with Other Products
When comparing Gainsight PX with other products in the AI-driven product experience and user onboarding category, several key aspects and alternatives come into focus.
Unique Features of Gainsight PX
- Comprehensive Engagement Tools: Gainsight PX stands out with its rich engagement features, including interactive product walkthroughs, slider guides, in-app update notifications, banners, and five different types of surveys. These tools are highly customizable and can be used to create detailed onboarding flows and gather user feedback.
- In-Depth Analytics: The platform offers advanced analytics that collect both account-based and product-based data, converting it into actionable insights. It includes features like customer segments, which help users see relevant data and track progress against KPIs.
- Knowledge Centers and Product Mapping: Gainsight PX allows users to create collapsible on-screen knowledge bases and visualize their product to ensure smoother interactions. This is particularly useful for complex products that require detailed user guidance.
- Comparison Widgets: The Comparison widget in Gainsight PX enables users to compare different data sets, such as user engagement metrics over different time periods or channels, providing valuable insights into product performance and user behavior.
Competitors and Alternatives
Intercom
- Market Share: Intercom leads the market with a 73.95% share in the user onboarding and engagement category.
- Features: Intercom is known for its strong focus on customer messaging and support, offering features like automated workflows, customer segmentation, and in-app messaging. While it is more geared towards customer support, it also provides some onboarding tools.
Pendo
- Market Share: Pendo holds a 9.18% market share.
- Features: Pendo is renowned for its product analytics and user feedback collection. It offers in-app guides, surveys, and detailed analytics to help product managers understand user behavior. Pendo is often considered a more user-friendly alternative to Gainsight PX, with a stronger focus on product analytics.
Appcues
- Market Share: Appcues has a 5.47% market share.
- Features: Appcues specializes in user onboarding and engagement, offering features like product tours, tooltips, and hotspots. It is generally easier to use and more affordable than Gainsight PX, making it a viable alternative for smaller teams or those with limited budgets.
Inline Manual
- Features: Inline Manual offers similar features to Gainsight PX, including product tours, tooltips, and widgets. However, it is described as a less polished version of Gainsight PX and can be tricky to use. It is more affordable, with pricing starting from $158/month for the Standard Pro Plan.
Key Considerations
- Cost and Maintenance: Gainsight PX is noted for being expensive and high-maintenance, requiring a significant technical team to manage effectively. This can be a barrier for smaller organizations or those with limited resources.
- Learning Curve: The UI of Gainsight PX is unique and can take time to get accustomed to, which may slow down the onboarding process for new users.
- Feature Depth: While Gainsight PX has many features, each feature is somewhat limited compared to more specialized tools. For example, if you need more data and customer-oriented information, Gainsight CS might be a better fit, although it does not offer in-app engagement modules.
In summary, Gainsight PX is a powerful tool with extensive features for user onboarding and engagement, but it comes with a higher cost and a steeper learning curve. Alternatives like Pendo, Appcues, and Inline Manual offer more specialized and often more affordable solutions, each with their own strengths and weaknesses.
Gainsight PX - Frequently Asked Questions
Here are some frequently asked questions about Gainsight PX, along with detailed responses to each:
What is Gainsight PX and what is it used for?
Gainsight PX is a Product Experience tool that combines advanced analytics and user engagement features to enhance the overall user experience. It is used for creating user onboarding flows, managing knowledge centers, product mapping, and in-depth analytics to track user actions and improve product adoption.What are the main features of Gainsight PX?
The main features of Gainsight PX include:- Engagements: Creating interactive product walkthroughs, slider guides, messages, in-app update notifications, and various types of surveys.
- Knowledge Centers: Creating collapsible on-screen knowledge bases, integrating existing knowledge bases, and using knowledge center bots.
- Product Mapping: Visualizing your product to streamline working elements.
- In-Depth Analytics: Tracking data and user actions, providing actionable insights, and customer segments to see relevant data.
How does Gainsight PX help with user onboarding?
Gainsight PX helps with user onboarding by allowing you to create interactive product walkthroughs, guides, tooltips, and walkthroughs. These features are relatively easy to use and customize, especially with the help of templates. This helps in guiding users through the product and highlighting new features, thereby enhancing the onboarding experience.What kind of analytics does Gainsight PX provide?
Gainsight PX provides comprehensive analytics that collect both account-based and product-based data. It converts this data into actionable information, showing how close you are to your KPIs. The tool also offers advanced reporting capabilities, allowing you to track and measure key metrics effectively.How much does Gainsight PX cost?
The pricing for Gainsight PX is quite high, starting at $500 per user per month. The costs can range from $14,700 to $140,900 based on the number of users and required features. There are tiered pricing plans, including Essentials and Enterprise packages, with prices varying significantly depending on the headcount.Is Gainsight PX easy to use?
Gainsight PX has a steep learning curve, especially for those unfamiliar with similar platforms. The UI can be unusual, and it may take several days to get accustomed to it. However, the support and Technical Account Management (TAM) teams are very responsive and helpful in overcoming these challenges.What kind of support does Gainsight PX offer?
Gainsight PX offers various support capabilities, including email support, 24/7 support, and chat support. The technical support team is highly responsive and professional, helping users achieve their goals with the platform.Can Gainsight PX be integrated with other platforms?
Yes, Gainsight PX has integrations with many platforms, allowing you to collect and act on user feedback seamlessly. It also supports native email integration and multiproduct capabilities.What are some common use cases for Gainsight PX?
Common use cases for Gainsight PX include engagement management, onboarding, customer feedback management, and enhancing customer relationships. It also helps in scaling best practices and driving product adoption and time to value.Are there any alternatives to Gainsight PX?
Yes, there are several alternatives to Gainsight PX, such as Appcues, Inline Manual, WalkMe, Pendo, and Heap. Each of these alternatives has its own set of features and pricing models, which can be considered based on specific business needs.Can the pricing of Gainsight PX be negotiated?
Yes, the pricing of Gainsight PX can be negotiable. Some users have leveraged their growing accounts to remove contractual uplifts, saving up to 28% or even securing up to 50% off by shifting the billing to a quarterly cadence. Gainsight PX - Conclusion and Recommendation
Final Assessment of Gainsight PX
Gainsight PX is a comprehensive product experience platform that combines advanced analytics, user engagement features, and feedback collection to enhance user onboarding and overall product adoption. Here’s a detailed assessment of who would benefit most from using it and an overall recommendation.Key Features and Benefits
- Engagements: Gainsight PX allows you to create interactive product walkthroughs, slider guides, in-app update notifications, banners, and various types of surveys. This feature is particularly rich and can replace multiple other platforms for surveys, analytics, and in-app walkthroughs.
- Knowledge Centers: The platform offers collapsible on-screen knowledge bases that can be integrated with existing knowledge bases and include product tours and custom web links. This feature enhances user accessibility to help resources.
- Product Mapping: This feature helps visualize your product, ensuring smoother working elements across different products or modules.
- In-Depth Analytics: Gainsight PX collects both account-based and product-based data, converting it into actionable insights. It also includes customer segments to make data relevant to specific users.
Target Audience
Gainsight PX is most beneficial for large enterprises and organizations that have the budget and technical resources to fully utilize its features. Here are some key groups that would benefit:- Product Managers: The platform provides human insights that help product managers create better product experiences and track feature adoption and user satisfaction.
- Customer Success Teams: By enhancing customer relationships and scaling best practices, Gainsight PX helps customer success teams manage customer health scores and optimize revenue.
- Businesses with Multiple Products: Companies with multiple products can leverage Gainsight PX’s cross-product engagement capabilities, allowing them to launch engagements based on feature usage across different products.
Pros and Cons
Pros:- Comprehensive engagement features, including product tours and surveys.
- Advanced analytics that provide actionable insights.
- Integration with knowledge centers and product mapping.
- Ability to create highly personalized engagement experiences based on user characteristics.
- The platform is expensive, with 5-figure yearly packages, making it challenging for small to medium-sized businesses to afford.
- It requires a significant learning curve due to its unique UI.
- Some users have reported issues with data accuracy, such as incorrect location data.