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8648 Topics
cfetter
cfetterContributor ⭐️
published in Product Experience (PX)
[Webinar] How To Increase Product Adoption With Intelligent Journey Mapping

Journey mapping can reveal SO much, yet many don't carve out the time to do it. Make it an end of year goal to do a thorough journey map! Watch this webinar to head into that project with a few tips and tricks from Nichole Richards, Director of Client Services at Rosetta Stone, and Tyler McNally, Director of Customer Success at Gainsight. They describe in detail how they work with customers to ensure that product adoption continues to increase. In this webinar, you’ll get actionable methods to boost adoption by: Intelligently mapping the customer journey Reaching out at the right time with the right message Tracking, analyzing, and understanding usage data to measure improvement https://www.gainsight.com/event/how-to-increase-product-adoption-with-intelligent-journey-mapping/

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Kenneth R
Rishibha
RishibhaGainsight Employee ⭐️
posted in Customer Success (CS)
Unlocking Customer health with Gainsight Scorecards

Here are some insights on a key tool in Gainsight that can help us grow our accounts and accurately forecast Net Revenue Retention: the Customer Health Scorecard. Coupled with the DEAR Framework (Deployment, Engagement, Adoption, and ROI), this feature can give us the full picture of customer health and drive smarter decision-making. Watch the webinar recording here to learn more about Scorecard OptimizerHere’s how the two work together:Data-Driven Customer Growth with the Health Scorecard:The Health Scorecard aggregates key customer data—like product usage, engagement, and support interactions—and transforms it into actionable insights. By tracking these factors through the DEAR Framework, we can break down customer health in more detail:Deployment: Is the customer fully onboarded and using the product as intended Engagement: Are they actively interacting with our team and product? Adoption: Are they utilising key features that drive value? ROI: Are they seeing measurable returns from

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Rishibha
K
KLuminaraGainsight Employee ⭐️
asked in Customer Success (CS)
Adding CTA Reason Category Under CS UI Redesign Is Not User Friendly

Under the new UI design for CS, adding a Reason Category for our CTAs are no longer user friendly. Can this design be updated in the CS product? Currently, customers can only add Reason Categories when making a new CTA Type or creating a new Reason under Cockpit Admin view. This can only be done by typing in the new name of the Reason Category into the search field and the Add Button will appear if the name is not present. If the user tries to add a new Reason Category under the Reporting Category column, they are not given the same option to add a new Reason Category if the name they search is not present. See Examples here: And here: There are a few reasons this is not user friendly:It is not obvious that a new Reason Category needs to be added by typing the new Reason Category name into the search field.  Since the customer needs to add new Reason Categories via the search field, the experience feels inconsistent when this feature only applies to adding a new Reason or CTA Type but

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stevepost
trevor_shand
trevor_shandHelper ⭐️
asked in Customer Success (CS)
Copilot Error

I followed the directions to enable Copilot in our instance of Gainsight. It works fine for me, though I am an admin. One of our CSMs just tried to log in, they could see Copilot, but when they try and access it, they get the following error, “You don’t have permission to access copilot. Please contact your administrator.” To enable, I went to the CSM permission bundle, went to Navigation Permissions, and added Copilot. I walked through the Copilot FAQ https://support.gainsight.com/Gainsight_AI/FAQs/FAQs_for_Copilot_(BETA) but did not see anything else I needed to enable. What am I missing?

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kstim
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
Error Page: How to edit (remove) default image?

Hi there,How can I remove and/or edit the Default Image of the error page?I believe a new default picture was recently added automatically by Gainsight  but it does not fit our Branding.Under Customizazion > Phrases I am able to edit the Title and Text of the error pages (403, 404, 500). e.g. in Key error.404.title or error.404 We also added our cute little Lost Astronaut below  and would like to keep it that way (text first, image underneath.)How do I do that? Best,Daniele  

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Daniele Cmty
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bdrivasContributor ⭐️⭐️
asked in Customer Communities (CC)
Use of deep link redirects following SSO authentication

We’re currently encountering an issue related to SSO login and post redirects. Here’s an example:We share a link to a community post in one of our customer newsletters User clicks on the link and has to authenticate via SSO Once they authenticate, they land on the Community homepage instead of the intended postAre deep link redirects supported?

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DannyPancratz
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
Running Successful ILT Programs: Insights from Dan BraithwaiteBlog

This week I listened to an episode of the *Customer Educated* podcast with guest Dan Braithwaite, Senior Director of Product Training at MediaOcean. He shared valuable tips for structuring effective Instructor-Led Training (ILT) programs. See some of my takeaways below that I hope our Gainsight CE customers can inject into their ILT sessions!  1. Tailor Your Training to the Audience:   If you have the space to get personal, understand your attendees' backgrounds—how long they’ve been in their role, their industry, and whether they’ve used the product before. Ensure you create a welcoming environment and build community with an icebreaker.2. Focus on Key Topics:   Avoid overwhelming users with too much information. Focus on 3-4 essential topics, that you address in a beginning agenda, based on what users need in that moment of their customer journey (e.g., previous user feedback, common support tickets, etc). 3. Engagement Through Interaction:    Dan uses a “tell me, show me, let me try

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cdonargo
Johnk
JohnkHelper ⭐️
asked in Customer Communities (CC)
Which User Roles for CC will trigger marketing emails from Gainsight?

Hey there!We added some members of our CSM team to the Community with a primary role of Registered Users with a custom role for read-only access. After doing so they received a marketing email from Gainsight which caused concern that it was happening to our regular members as well.Can someone let me know or link me to a doc that has info on which primary roles and/or custom would trigger marketing emails? 

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Johnk
Anjali Goswami
Anjali GoswamiGainsight Employee ⭐️
posted in Customer Success (CS)
Recording: Q2 2024 Gainsight CS Release Features and Enhancements

In case you missed it, our recent Customer Success webinar provided an in-depth exploration of key product updates and enhancements, designed to help you make the most of the Gainsight platform. The webinar focused on our commitment to staying at the forefront of innovation, while maintaining our "Human First" approach. We also introduced new AI-driven features aimed at delivering greater value and efficiency to our customers.  Gainsight Home Redesign - A fresh, intuitive interface tailored to improve user experience. This new layout streamlines operations, making navigation more efficient and enabling quicker access to important information. AI Enhancements - Our improved AI capabilities now offer more sophisticated insights, empowering you to make data-driven decisions with increased accuracy and speed. Emails With AI - We introduced AI-driven insights and automation into email communication, allowing you to craft more personalized and impactful messages. This feature ensures that yo

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Anjali Goswami
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ty.mcmurryContributor ⭐️
asked in Customer Success (CS)
Quarter date format

I have a report that is grouped by Quarter and I am wanting to change how its presented from QX-YYYY to YYYY-QX. I looked in setting, rule transformations, cases but nothing is allowing me to switch the position of the quarter and the year. Anyone have success doing this?

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T
spencer_engel
spencer_engelExpert ⭐️
published in Customer Success (CS)
Scorecard report: How to show scorecard measure improvements and declines

A very common request I get during Admin Office Hours is "how do I show improvements or declines in scorecard measures or overall score" This tends to be an important thing for Customer Success teams (and other teams too!) to see and either learn why things are going well or what's going wrong and course-correct. Let me know if you have any questions in the comments!

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CristianaF
D
dsreedharContributor ⭐️
asked in Customer Success (CS)
Co-authoring Meeting Notes in Gainsight: Native Feature or Third-Party Tool Integration?

Is there a way for both CSMs and TAMs to co-author meeting notes in Gainsight during customer meetings, similar to how it's done in Google Docs or Microsoft OneNote? If not, are there plans to introduce this feature in the future? Additionally, are there any third-party tools that can be integrated or explored for this functionality?

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matthew_lind
Julian
JulianGainsight Employee ⭐️⭐️⭐️
posted in Customer Communities (CC)
Providing solutions: From complaints to ideas to best practices

For our last inSpired innovation lab, we received so many suggestions for our round table discussions that we actually ran out of round tables... 😃 We figured we might as well address them here on the community! This round table suggestion came from @tomasmouton, who works on the NOS community. Here's what he wrote: Looking to all the content generated on our community, we can say for sure that more than 85% is regarding complaints. Also, our users register themselves only to post a question/complaint... they do not help other - we have 23k users and only 10 are very active. My questions: how can we shift this mentality and encourage users to share solutions and best practices? How can we educate user to mark the answers as "best one"? Beside using prizes/contests, how can we engage with our users and make them more active? So let's look at the questions one by one: How can we shift this mentality and encourage users to share solutions and best practices? Regarding

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Johnk
G
gloriamavunguGainsight Employee ⭐️
posted in Product Experience (PX)
PX CrankUp Recap - Onboarding à la Carte: Serving Up Success

In this insightful session, @Surendra and I took participants through a deep dive into creating impactful customer onboarding experiences, utilizing Gainsight PX to deliver tailored, efficient, and scalable onboarding. Here's a recap of the key topics covered and takeaways from the session:  The webinar kicked off with an overview of the Product-Led Growth (PLG) flywheel, which emphasizes the product itself driving acquisition, retention, and expansion. For onboarding, this translates into:Self-serve experiences: Users quickly find value through in-app guidance. User-centric design: Simplified onboarding with minimal support required. Frictionless experience: Tutorials and prompts reduce time to value (TTV). Continuous feedback loop: Insights from customers enable constant improvements. These principles ensure that the product becomes a sustainable driver of growth and long-term engagement. Use Case Objectives:The webinar was divided into three levels, each designed to address onboardi

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revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Community is slooooow

Our community is slow at the moment, images and icons keeps loading and loading. This doesnt occur here but I have looked other Finnish communities and I can see same problem there as well.What´s going on?I cant find anything here https://status.insided.com/

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Kenneth R
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
How to Link to All Time Leaderboard on your community

Do you want to provide a link your community leaderboard that already has the All Time option selected? (This Week is the default)Just add ?period=allTime after the /leaderboard on your url. End result is community.{your-domain}.com/leaderboard?period=allTime 

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Kenneth R
D
DejaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Create trigger to Post a conversation using webhook by Zapier

Hi, Is there a way that I can add job postings from my google sheet or slack channel that we use to post job postings and trigger these to be posted in our community?It looks like though webhooks by Zapier I can do this, but I'm not trained in developer docs - I found Gainsight Communities API documentation for starting a conversation - https://api2-us-west-2.insided.com/docs/community/ I don't know how to input what's needed for Step 3 - The Post section for webhook by zapier. URL: https://api2-us-west-2.insided.com/v2/conversations/start Payload type: form, JSON, xml, raw Data: Wrap Request in Array: No or Yes File Unflatten: No or Yes Basic Auth Headers  

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DannyPancratz
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Customer Success (CS)
A Tale of Two Datasets: A Customer Outreach Story

You may have heard about Gainsight’s recent upgrade to the backend infrastructure of our connectors which required customers to reauthorize their connections. If this is news to you, check out the details here. Gainsight’s Product and Operations team has been managing this project to cause as little disruption to customers as possible throughout the migration. Go team! As a Senior Technical Program Manager at Gainsight who specializes in integrations (specifically between PX+CS or Support Platforms + CS), I wanted to offer assistance to customers with reauthorizing their support connectors. While the only thing admins needed to do was click “Reauthorize,” I wanted them to know that I was available to help if they ran into any hiccups. Plus, if they were interested in implementing any cool Support+CS use cases- I was their girl. So I requested the list of customers’ Support Connector reauthorization status from our Ops team and set out to lend a helping hand. The requirements were simpl

541
dayn.johnson
zdsiegert
zdsiegertHelper ⭐️
asked in Customer Success (CS)
Email Open Rate at the Customer Level

Hi Admins!  I am looking to determine which of our accounts are most engaged with our Emails sent via JO.  Has anybody built out a report to determine the email open rates for accounts in a defined time period?   If so, which object did you use and how did you configure the fields?  Looking for something like the below for this year:Account 1 - 100 Emails Sent - 20 Opened - 20% Open Rate

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M
HenryHace
HenryHaceContributor ⭐️⭐️
asked in Customer Success (CS)
Anyway to Mass Assign People to Dashboards?

We have a TON of people in Gainsight which results in lots of dashboards. Is there any way to assign a list of people to a dashboard without manually assigning them one by one? 

272
HenryHace
L
LolaContributor ⭐️⭐️
asked in Customer Communities (CC)
Moderation Questions

Hello all! As we are starting to onboarding, I have a couple of moderation questions. As moderators, are we able to lock the thread/reply to a thread for any further replies? When it comes to removing content from the UI that is not caught by spam filters, will moderators use the Report button to bring it to Reported section in Control or there is a better way to do it from UI? How do you leave Admin Notes on user profile?Thanks!

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Kenneth R
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
All Gainsight CE Frequently Asked Questions!F.A.Q.

We launched the Gainsight CE Series to address common questions we frequently receive and to provide clear documentation in areas where we’ve identified gaps in external resources, like Northpass Academy and the Gainsight CE Help Center.  Below are some Frequently Asked Questions we have answered that you may have missed:  Why Can’t I Add Certain Webpages as Activities? Why Don’t All Choices (Courses, Events, People) Appear in the Dropdown? How to Increase Learner Engagement? Part 1 How to Increase Learner Engagement? Part 2 What is an Inactivity Nudge? (How to remind learners to come back to their courses) How do I Customize my Homepage? How Do I Create a Course Catalog for Learners? How Do Learners Search For and Categorize Content? How do I Match our Branding to CE Communications? How do I use Milestones in CE? Where do I track Learning Path Analytics?What are some questions you have? Feel free to write in the comments of this post, or create your own post in the Gainsight CE channe

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cdonargo
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
What customization options does the "Content Helpfulness" Bar

Hi there,I have a question about the Content Helpfulness Bar.I wonder what kind of customization options you offer for the Content Helpfulness bar, beside the Basic settings in the backend (see screenshot)​​​Default settings under backend /helpfulness/index Context: The adoption of this is super low, there are only a few handful clicks a month and therefore doesn’t provide us any interesting insights because it barely gets used by our end users.I wonder if I can increase the amount of clicks if I make it more visible through design customization e.g. color, background, making it always visible in the foreground (“statically”) as opposed to only appear at the bottom of the opening post... This is the settings that are available, which are handy but still very basic. P.S. Related topic: (but entirely different question) 

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Kenneth R
svh
svhHelper ⭐️
asked in Customer Communities (CC)
Favicon not displaying

Hi! Our favicon is no longer displaying. No changes have been made and the image appears to be uploaded. Anyone else experience this?Thanks S 

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svh
Kait_Masters
Kait_MastersContributor ⭐️
asked in Customer Communities (CC)
What counts as a login for CC

I am working with one of our technical ops engineers to develop an internal view of a specific segment of users logging into the community and we’re wondering how Gainsight defines a login (regarding exportable data here).  There seems to be a discrepancy between member activity and the number of times someone is “logged in” when we export data which has me wondering if logging in only counts when a token expires and they have to reverify their access. For context, the goal is to develop a view of members logging in multiple times per month (passive) to supplement active engagement tracking… but it seems like the login metrics are not getting us those insights. Any advice?

322
Kenneth R

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