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7112 Topics

kathleenkenny23
kathleenkenny23Gainsight Community Manager
published in Product Experience (PX)

How to Map your KC Bot and measure value!

How is the KC Bot driving value to your business?   First thing’s first - you need to map it in order to answer that question!  Below I have provided instructions with the help of our amazing data analyst @Pau.Orti. Thanks, Pau! :) Once you have KC Bot mapped, you can tell stories such as….. Increased User Retention: Using Retention Analysis Report in PX to showcase that users who are engaging with your KC Bot are returning back to your product at an exponential rate! See example below - In BLUE you will see ALL user % over the quarter of 12 weeks who are returning to the product vs. in ORANGE are users in the FILTERED section (Users who click on Feature KC Bot GREATER than 5 times.  The % of Users who meet the filtered criteria are returning to the product at a near 40% Higher rate! 😮    ⬇INSTRUCTIONS TO MAP KC BOT BELOW⬇ Here’s a quick step-by-step guide on how we mapped our very own Gainsight Customer Communities KC Bot: Locate the KC Bot Icon: Right-click on the KC Bot icon and se

152
kathleenkenny23
7 hours ago
Sebastian
SebastianGainsight Product Manager
posted in Customer Communities (CC)

How do you use Generative AI as a community manager?

The title says it all :) Very curious to learn how you currently use AI and which benefits it brings, both to you, your team and to your users.

1
Johnk
Shoshin
8 hours ago
Sruthimalla
Gainsight Employee: Team Captain
SruthimallaGainsight Employee: Team Captain
posted in Product Experience (PX)

PX Best Practices - Series - Part 1

This is the first post from the series on “PX Best Practices” more coming your way! Guided tours are an essential part of any SaaS product, especially when the product is evolving and new enhancements are part of the daily routine.  It’s just that you built something for your customers and hid it from them if the users are not guided to use it correctly with the absolute context of “why to use it.” So like any other PX customer, we at Gainsight use our PX to build guided tours for our customers, and over some time, we have figured out a few best practices around building perfect guides. Tip 1: Templates make life easy  It’s not essential to start from scratch, especially when branding engagements. That’s where setting up a few branded templates and saving them reduces the rework and hard work around setting up new campaigns.  Hence, create and save 2-3 in-app templates for each engagement type.  Tip 2: Break the guide to maximize the impact A single guided tour is never nurturing. Also

1
JayS
All Star
11 hours ago
B
balajibvRegistered User
asked in Customer Success (CS)

Top 10 plus Others

Im trying to create a pie-chart where we would like to display the Top 15 accounts with case count, but group everyone else as “Other”.I know we can use “Limit” to get the Top 15. But how can I get rest of the accounts under “Others”? 

1
V
11 hours ago
G
grindrodeRegistered User
asked in Product Experience (PX)

NPS Surveys and how are people using them to get the best response rate?

Here is IRIS we would love to start sending NPS surveys via Gainsight so any information from anyone using these on how they do this to get the best response rate would be much appreciated :). Things like at what point in the user journey does the survey pop up, and is a user able to dismiss and look at the survey later and also can it be pinned (not dismissed) until a user selects the score (other feedback could be optional...) and average response rates that you have seen.Thanks in advance!

0
G
12 hours ago
diana_luo
diana_luoRegistered User
asked in Customer Success (CS)

Owner Field not populating in CTA creation

Hello, I am trying to create a rule by merging the GS Relationship and Timeline. I've pulled in the CSM ID, CSM Name, and Author ID fields, but nothing is appearing under the Owner Field section in the Merge. They're visible under the Criteria section though. Could someone clarify expected behavior? Thanks!

7
V
12 hours ago
Andy Trevino
Shoshin
Andy TrevinoShoshin
asked in Customer Success (CS)

CSM usage of Success Snapshots - Reporting

Hello GS Community! I am wondering if there is a way to report on CSM usage of Success Snapshots. My CS leadership team needs visibility into the frequency of use by CSM and it would be great to see which companies a Success Snapshot was created for. I searched for a standard object and did not find one. I am wondering if anyone has a way to do this. Thank you in advance! 

1
Tejashwini Golla
Gainsight Employee: Rookie
12 hours ago
T
taylorfrissRegistered User
asked in Customer Success (CS)

Can you pull User Login History from the Gainsight API?

We would like to pull User Login History or at least Last Login Date from the Gainsight API, to facilitate internal reporting. There are things in G360 that aren’t calculated how we want them to be and we would like to centralize our software adoption reporting internally. 

1
matthew_lind
MVP
13 hours ago
AngelaBrown
Gainsight Employee: Rookie
AngelaBrownGainsight Employee: Rookie
posted in Customer Success (CS)

🤖 Support Data + AI = Your Customer Success Crystal Ball 🔮

Unless you’ve been living under a rock for the past year, you’ve heard countless CEOs share their insights on how emerging AI functionalities are going to transform our lives. You may have even seen Gainsight’s own Nick Mehta transformed into an AI Bot at Pulse 2023! Needless to say, Gainsight is doing some amazing things with AI. Predictive analytics, health scoring, automated workflows, customer segmentation, personalized recommendations and using natural language processing technology for deeper insights are just a few of the innovative ways Customer Success teams can leverage Giansight’s AI solutions. A common thread woven within each of Gainsight’s AI-powered solutions is the analysis of data, including support tickets, to summarize, predict, and make CSMs’ day-to-day lives a bit easier. Specifically, let’s dig into how Gainsight’s AI can help teams transform support ticket data into a crystal ball to predict future trends. 🔮Scorecard OptimizerConsider support ticket data when bu

0
AngelaBrown
Gainsight Employee: Rookie
13 hours ago
Lena H.
Veteran Rookie
Lena H.Veteran Rookie
asked in Customer Communities (CC)

csv Export of Segment: What is the logic behind "Last activity" & "Last visit"?

Hi,When pulling a segment csv export I have 2 columns, I don’t understand what they stand for. Q: What is meant by “last activity”?Q: What is meant with “last visit”? (Last visit is before last activity.)  In the segments overview “Last activity” is defined as when someone last viewed something on the Communtiy platform:  As only a few members have entered a “Last visit” timestamp. For many it is empty and I don’t understand why. The first date timestamps are years old, so it doesn’t seem like this functionality was added recently and only applies since.I have exported the csv from a segment in order to find out who registered and never came back after registration day, and we have lost early on in their Member Journey. Best, Lena

1
Kenneth R
Gainsight Employee: Veteran Rookie
18 hours ago
M
Champion
MelissaCChampion
asked in Customer Success (CS)

Horizon AI - Takeaways

Does this only pull over Sentiment?Thanks!

1
V
1 day ago
N
Veteran Rookie
nburkeVeteran Rookie
asked in Customer Success (CS)

Milestone shows on C360 not R360 even though Associated to Relationship

I had a timeline activity MILESTONE added to the C360 account.  I associated it to the Relationship R360 account and clicked update.  The timeline for the R360 does show the timeline activity there, but the MILESTONE flag on the Customer Journey shows up on the C360 and not on the R360 Customer Journey.  In order for me to get that to show I would have to copy the timeline entry and re-add another Milestone Activity Type (then go back and delete the old one).  What am I doing wrong?

2
V
1 day ago
M
Shoshin
Marc.HoganShoshin
asked in Customer Success (CS)

New User Group not available in Homepage Configuration/Dashboards

I created a user group in user management. This group is required for a custom homepage and dashboard. When typing a name for this group in the assignment search field nothing appears. It has the same setting as a previous group which is available in the search. Appreciate any input.

2
alizee
ACE
1 day ago
J
jjarvisRegistered User
asked in Customer Success (CS)

Log email to timeline of multiple accounts

We have emails which we would like to log to two different companies, the European company, and the Far East company. Is there a way we can do this?

3
alizee
ACE
1 day ago
B
BevyProductRegistered User
asked in Product Experience (PX)

Ability to change order of guide buttons

Hi everyoneI’m using the descriptive tooltip default template for a guide walk through. In the image you can see that I’ve enabled the Next (start) button and the Skip button. Ideally I would like to flipflop the two buttons so the Next button is on the right side. I’m unable to figure out how you could customize this. Has anyone dealt with this need before? Thanks! 

1
Surendra
Gainsight Employee: Team Captain
1 day ago
jnies
Gainsight Employee: Shoshin
jniesGainsight Employee: Shoshin
posted in Product Experience (PX)

How to avoid engagement fatigue 101

Let’s be honest, no one likes constant pop-ups when they login to a web application. We’ve all had an experience when you are trying to get work done and all of a sudden you experience pop-up after pop-up. I think it is safe to say, this can severely impact user sentiment. Do you have important information that you want to display to your users but don’t want to run the risk of engagement fatigue? Don’t worry, we have a solution for that! The engagement throttling setting controls how often the engagement is displayed to the qualified users in your application.  To configure the throttling settings:Navigate to Administration > Throttling. Turn ON the toggle switch in At least and At most sections. Set the time and number of engagements to be shown parameters. Click Save. Now you may ask, “Julia, we have a lot of engagements that we want to display to our users. How can we use throttling but still make sure users can access our engagements?”  Great question! Our recommendation would

5
Surendra
Gainsight Employee: Team Captain
1 day ago
Kgastaldo
Champion
KgastaldoChampion
asked in Customer Communities (CC)

Is there a way to require members to select from a list of tags?

Hi All - Is there a way to create a list of tags and require users to select at least one when posting? I’m basically trying to get members to say what product they use when they post … 

8
R
Veteran Rookie
1 day ago
M
Champion
MelissaCChampion
posted in Customer Success (CS)

Customer Journey - Milestones

Aside from the 8 predefined Milestones, what are some other Milestones companies will want to track?Any suggestions are appreciated:)

1
Akanksha Kandari
1 day ago
K
KKellumRegistered User
asked in Customer Communities (CC)

SSO

Hello!  We are currently using the Token method for SSO for our users, which only allows for one "Login URL". However, we will soon have multiple domains within our product that users will be coming to our Community and we need to be able to add multiple Login URLs so that users from both places are able to SSO in.  Does anyone have experience with this in their Community?  I was told by the Gainsight engineering team that their SSO settings only support a single login URL for each protocol but suggested I ask the Community in case others have a solution.  thank you!

0
K
1 day ago
A
Al MRegistered User
asked in Customer Success (CS)

New JO builder template version analytics not updating

Hi all,  We are experiencing some issues with the program analytics when it comes to the new JO builder.  Specifically when checking the stepwise report, we’ve noticed that when filtering for the email template version the data does not update and remains static.  I.e. CTR, Open rates, Delivery rates.  Whereas with the legacy version of the JO program analytics you can gather this information at the email template version. Has any else noticed this issue and know of any possible workarounds?Our teams need this data to understand engagement across different versions/languages when it comes to email campaigns.  Thanks a mill!  

2
A
1 day ago
Eva
Veteran Rookie
EvaVeteran Rookie
asked in Customer Communities (CC)

Duplicated Event: Status does not change to "published" and adding event to featured topics widget does not work?

Hello!I just discovered this:I duplicated an event (the new feature) in Control. (First, I couldn’t find the duplicate/draft, because draft events are on the bottom/in last page of the entire list in the event overview😅)After I published the duplicated (and slightly updated) event, it was still marked as draft in Control.I double checked and hit “publish now” several times.The event was already displayed in the upcoming events tab in the community, but the status was still “draft” in Control. Only after a while, the status was “published”.→ how long does it take to change the status in Control?  Then, I wanted to add this event to the featured topic widget on the home page, as usual. But it cannot be found. I checked several times. Even if I paste the entire correct name, I cannot add the event to this widget:→ is there a solution to this? Does it take a while, too?  Thanks! 

2
Eva
Veteran Rookie
1 day ago
katepalli
Gainsight Employee: Rookie
katepalliGainsight Employee: Rookie
posted in Customer Success (CS)

Can't perform search in dynamic JO email filter step

Hi Team,When we are trying to set up a filter on an email version in the email template under a new dynamic JO, we didn't have the option to search for the field, we just need to select a field from available fields. The search option is available in old JO. @vmallya 

3
dayn.johnson
All Star
1 day ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
posted in Product Experience (PX)

Pulse PX - Don't miss this session!! Interactive Roundtable: Unleashing the Power of AI with Gainsight PX and KC Bot

Interactive Roundtable: Unleashing the Power of AI with Gainsight PX and KC Bot WHEN:May 15, 20249:30 AM-10:15 AMCT WHERE:Innovation Theater, Expo HallDive into the future of product experience with Gainsight PX's Director of Product, Sailaja Kalle, in our engaging roundtable about the potential of AI and Gainsight's KC Bot to enhance product engagement. This session is ideal for current users and newcomers alike, offering innovative ideas and practical tips. Join us to elevate your user engagement and tech capabilities, and share your questions and ideas as we innovate together! WHO SHOULD COME?? Everyone is welcome!  Whether you have PX or are interested in PX and you want to learn more how it can work for you and where we’re headed on our roadmap, this is for you!  It’s also a fantastic opportunity to network with others and learn how they’re using PX. A few use cases to consider:Digital Customer Onboarding  1:M Scaled motions (support ticket deflection, scaling CS motions, etc..) D

0
kathleenkenny23
1 day ago
J
JustinJ6Registered User
asked in Customer Success (CS)

Does Success Snapshots allow Notes to be populated

Hi,Does Success Snapshots allow admins to also populate notes or will that need to be manual? If possible, I think it will save our CSM’s a lot of time when presenting on key data instead of reading the powerpoint.

3
Tejashwini Golla
Gainsight Employee: Rookie
1 day ago
katepalli
Gainsight Employee: Rookie
katepalliGainsight Employee: Rookie
posted in Customer Success (CS)

Unable to add/ edit fieldsin scorecard fact objects.

Hi Team,For scorecard fact objects, we are showing Add/ edit fields option in data management page, ideally, this is a standard object and one cannot add filds to this object.Since, we are showing that option, when users are trying to edit any fields they are receiving this error - “database operation failed. Contact support”.Could you please make the Add/ edit field option as grayedout or change the field type to system to avoid the confusion for the customers.@ChiragJ

4
alizee
ACE
1 day ago

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