Discuss Gainsight Products

Hi everybody 👋 I recently had a community member reach out to me with a “Please unsubscribe me from these emails” message. The email was an automatic system email notifying them about activity on a post they contributed to in our community.Ideally I’d like to honor their request, but I cant seem to figure out a way to help them unsubscribe from all of the system emails Insided sends. Any ideas or workarounds you all have thought of? Thanks! 

Lately it seems like the topic of NPS programs is what I’ve been talking to most of my customers about. Having run an in-app NPS program previously, this is something that I am always super excited to discuss. The reason why I specify “in-app” is because there are a variety of ways to set up your NPS survey but I am partial to the in-app survey experience because you will be directly asking your end users what they think of your product.There are several things to consider before you start setting up the program so let’s answer the questions we’re here to solve:Where do I start? Get buy-in from leadership: NPS is an important metric for measuring customer loyalty, but it's not enough to just collect the data. You need to make sure that senior leadership is on board with using the data to improve the customer experience. Understand the customer journey: This will help you identify the touchpoints t

Hello, I want to create a health scorecard report showing the average red health score measure across accounts by segment ie what is the most common red health measure across our Mid Market and Enterprise segments. Does anyone have suggestions on how to do this? Thanks! 

My CSM team just attended a large national conference and was able to engage and meet with many of their accounts. I’d like for them to be able to update many of their accounts at once. Is there a way to add an engagement to many accounts’ timeline at once? Or bulk update? Thanks!

Product analytics in Gainsight PX refers to the process of collecting, analyzing, and interpreting data related to user interactions and behaviors within a digital product or application. Gainsight PX is a product experience platform that offers various tools and features to track and analyze how users engage with your software or application.Product analytics in Gainsight PX allows you to monitor and measure key metrics such as user adoption, feature usage, onboarding progress, conversion rates, user retention, and churn. By leveraging product analytics, you can gain valuable insights into how users interact with your product, identify areas for improvement, and make data-driven decisions to enhance the user experience.Gainsight PX provides features like event tracking, audience segmentation, funnel analysis, A/B testing, and user health scoring to help you gain a deeper understanding of user behavior and product performance. These insights enable product teams, marke

Hi everyone!I wanted to reach out to ask a few questions about subscription/follow metrics on community forums (previously insided). We are currently thinking about how we can increase our subscribers and we've also taken one suggestion from the community to implement a widget on the homepage. At this point we are also looking to understand:- At what percentage is the industry standard of subscription to forums?- how are we compared to that standard? How did you create a benchmark? - is our existing subscription method working / any ideas how to track these?Thank you so much!

I am adding a lot of articles to the Community, but they are all showing up in my activity stream. Is there anyway to ensure that a particular recent post does not appear in activity stream? Or whats the best way to add several articles at once without it appearing in someone’s activity stream?S

The tutorial on Gainsight Go explains how to get an NPS out once a month, but not on other timeframes. if you tracked customer age by days (from contract) would that be more of a rolling NPS instead of triggering an outreach once a month?

Can someone help me with the dimensions of a pop-up banner? It’s pretty urgent!Thanks in advance.

Hi Team,As success snapshot gives the ability to tokenize the field which is a dynamic value with respect to that account however there’s no ability to fill the color in a table created based on the certain thresholds. Would be great if we have the option to customize the formatting based on the criteria we define

Team,What is the use of this option in report builder? In the first instance, I thought that this is to give permissions to the reports inside the folder. But our COM and Support team says we should give report level permissions after giving permissions to this folder. I made this folder public and when I tried to view it from other user's perspective, I could not see the reports inside.  Please confirm.  

Product-Led Growth (PLG) is a strategic approach that utilizes the product itself to drive customer acquisition, activation, retention, and growth of customers. Onboarding: Onboarding is a critical process aimed at helping new users become familiar with a product, understand its key features, and achieve their desired outcomes. A well-designed onboarding experience ensures a positive user experience, reduces churn, and sets the stage for long-term engagement and customer loyalty. Here is a list of things to consider  for a new user onboardingWelcome and Account SetupThe onboarding process typically starts with a warm welcome message upon user registration or sign-up and helps them create a profile or

Hello! My teammate and I are working on a Write Back to Salesforce rule for a Gainsight Survey that we have built out. Off Track and On Track are values on the new “How is customer feeling?” field in Salesforce. However, the survey question in Gainsight uses a different set of values in the actual survey responses the customer will be answering when they receive the survey. We need a way to transform specific survey response values to either a string value of “On Track” or “Off Track” and we need assistance in figuring out the best way to do so. 

I switched from using a link to a button in my monthly in-app dialog engagements (a new engagement every month; latest went live at midnight last night), and now my Views, Unique Views, CTA, Completion, etc. are all displaying as zero, even though I can clearly see in the details that individuals are clicking the button. Could this be because the engagement has Yes in the Draft column? I discovered that I didn’t set the button to open in a new tab. (Why anyone would want the new page to display in the same window is beyond me, but Gainsight apparently thought that would be good for the default.) Before thinking to check my view and CTA data, I started trying to fix the button, but I expected the engagement to just be paused, as in the past, while I fix it, and then start up again. Instead, it turned on this draft mode, and now I’m not sure if doing that cleared the data (even though the engagement is still Active), or if the data has been zeroes all day. I backed out o

I see that I can use “Survey Response Date” in a Survey program, but I’m running into issues and wonder if it’s a bug or a system limitation. I added the “Survey Response Date” to the CTA as a token field and it shows up ok, not ideal, but legible (see highlighted in yellow below): I added the same field as a token to an email after the CTA is created in the Program, but the way that it shows up in the email is confusing. Is this a bug or is there a way that I can config/change formatting so that the date is legible? (see highlighted in yellow below): 

Let’s say you have a user account you want to add moderator notes to (on their profile). From what I’m seeing, the ONLY place to do that is when you’re viewing content they have authored and you click on the profile button.What if they haven’t created any content but you still want to leave a moderator note about them...am I missing a way to do this? I don’t see any notes option when you’re just viewing a person’s profile from the Control panel.

Hello! We have a number of user groups/categories on the Klaviyo Community that we are creating BFCM content for. We would like to be able to tag this content from each user group/category to be featured in a new BFCM subcategory to act as a “hub” of all related content across the community.I am aware of the featured moderator tags but these only allow you to feature on the homepage or the subcategory where the content is nested. Is there a tag we can use to feature content on another specific subcategory other than where it is currently nested?Thanks for your help!

Hi,Over on our Community, we recently received a complaint about this person trying to create an Idea in the Ideation section and running into a "Something's gone wrong” error. Upon further inspection, it appears to be that the word "local host”, without the space, is blocked and caused this error to occur. I actually ran into it again a few minutes ago trying to explain the use of it, in a Reply on a Question. We don't use the Keyword blocker.Is this word somehow automatically forbidden by the platform? Are there more words like this? Would love to hear that. Thanks!

Is it possible to provide a report showingWhich users are in each of our Sharing Groups? Which dashboards do each of these sharing groups have access to?There isn’t a way that I can see this data in a report within Gainsight currently. 

Hello, we need to track user usage by “teams” for each Company and I was curious if anyone has recommendations.Teams will be unique for each Company for example Company A has 3 different teams called “team 1”,“team 2”, “team 3” which we have grouped users into. We want to see user usage by each team. As team naming conventions will be different for each Company managing this at a health score level will be cumbersome. Is there another way to manage this through reports/CTAs? I am aware this will require manual update but looking to understand different options available for this use case. Thanks! 

Hi everyone,I wanted to start a discussion around an important issue many organizations face when it comes to data management: data silos and the challenge of ensuring data accessibility across different departments. In particular, I'd like to explore how Gainsight can help address this issue.Data silos occur when information is stored and managed in isolated systems or departments, making it difficult for teams to access and share data effectively. This can lead to fragmented insights, duplicated efforts, and missed opportunities for collaboration.Gainsight, as a powerful customer success platform, offers a range of data management features that can help break down these silos and promote cross-functional collaboration. Here are a few points to consider: Centralized Data Repository: Gainsight provides a unif

For those of you interested, the Gainsight Professional Services team is offering 3 hours of their TAM services for free to help guide you through the Horizon C/R360 UI Upgrade ... Who can participate in this offering?Any current customer who has not yet, or is currently in the process of, converting their C/R360 layouts to Horizon. Customers who don’t already have a TAM (you should already have been guided through this process, or will be). This offer is available on a first come first serve basis (prior to your automatic upgrade date) and is limited by our internal resource availability.IMPORTANT: Please be aware of your automatic upgrade date. This offering is only applicable prior to this date. Please reach out to your CSM for more information on your upgrade date or this offering. Note that this can be converted to a paid offering if you need more than 3 hours.

Hi everyone!Quick question, do you know if there's a difference between using a shared inbox and using a DL?Like is it any different operationally in JO if we go with either option? Thanks:D

I would love to be able to HTML format this phrase: topic_view.reported_content_modal.noteIs that possible? My attempts have not worked, both from the front end phrases editor and the control phrases settings.