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Product Experience (PX)

Learn about surveys, in-app engagements, and compelling in-product knowledge

  • 706 Topics
  • 1,418 Replies
706 Topics
M
mwoodallContributor ⭐️
asked in Product Experience (PX)
Engagement not launching

I am finding when creating an engagement with a redirect, the redirect will work but then the engagement doesn’t launch until the screen is refreshed.  Has anyone come across this? 

273
rschlette
3 days ago
C
clamoureuxContributor ⭐️
asked in Product Experience (PX)
Using inferred Country data for reporting in Query Builder

I am trying to pull a report on user activity by country for an all hands session and while i can see the inferred data in the user and account reports, when using using query builder - all reports come back empty when i try to use country code or name. what gives?

131
mmarques
10 days ago
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gloriamavunguGainsight Employee ⭐️
posted in Product Experience (PX)
Keep Your Customers Engaged During the Holiday Rush with Gainsight PX

The holiday season is here—a time of celebration and opportunity, but also a period of unique challenges for B2B SaaS companies. Limited staffing and increased demands can make it difficult to maintain user engagement and provide seamless support. With Gainsight PX, you have the tools to ensure a smooth and delightful customer experience, even during the busiest time of year. Let’s explore how to stay connected and deliver top-notch support while spreading a little holiday cheer. 1. Automate User Onboarding and SupportSimplify your operations with automation so you can focus on what matters most. Gainsight PX makes it easy to create a positive first impression while minimizing the need for live support.✨ Example: Design holiday-themed onboarding walkthroughs to help seasonal employees or new users get started quickly. Incorporate cheerful visuals or a festive touch to make the experience more welcoming. 2. Boost Self-Service with Resource CentersEmpower users to solve their own challen

261
link_black
10 days ago
K
ktakContributor ⭐️
asked in Product Experience (PX)
Guide

*New User*I'm trying to build onboarding guides for trial users, so basically there's a pop-up box that needs to be filled so I'm out of options of navigating to the next steps.Options I've tried and didn't really work: With 'next’ button, as you click next the desired pop-up closes ​​​​ hovering causes it to close too early and unable to choose previous option hence moving to next step text input doesn't really work as there's some predefined options and even if you choose one it doesn't really move to the next stepAny help or guidance will be appreciatedTIA

262
K
17 days ago
jason_brennan
jason_brennanContributor ⭐️
asked in Product Experience (PX)
Knowledge Center present after logging out

Hi - We’re seeing instances of the Knowledge Center being available after logging out of our application. We’re not seeing it consistently so I was curious if others have experienced this. 

402
link_black
28 days ago
M
MarkusHelper ⭐️
asked in Product Experience (PX)
Best way to translate custom buttons?

Hi there! When using custom buttons in the V2 Editor, I’m having a hard time translating/localizing them. When I import a XLIFF for another language, I cannot make any changes to the button (like changing the text, button action etc) without significant meddling in the HTML. Is there a better way to localize custom buttons easily?

160
M
1 month ago
tohodesigns
tohodesignsContributor ⭐️
asked in Product Experience (PX)
Can anyone offer examples of how they leveraged Staircase AI with Gainsight PX?

Everything I’ve read so far about Staircase AI seems focused on its value relative to Gainsight CS. Can anyone provide some examples of how it benefits Gainsight PX users?

391
bradybluhm
1 month ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX : 2021 - Content for Mastering PX!

2021 is an amazing year for us as we received the biggest honour as a product company,  “The Proddy Award” in the “User Adoption” category. This award is a testament to the tireless efforts of our employees globally who are driven by a shared passion to build great adoption and engagement products.  Numerous efforts have been made by our team to provide customers with best practices content and product help. So, what initiatives do we take at PX as a SaaS product to provide a holistic experience to our customers on and off the PX? PX on PX:We use our own product to boost adoption. On a day-to-day basis, we find opportunities and areas of improvement. We extensively rely on product ideas from the community, user surveys, customer NPS and CES scores.  If you want to know more about PX on PX, please do refer to this detailed post here. Digital Led: (Community + Office hours + Weekly emails on best practices) While we are doing everything just like the way we suggest our customers, we did

3342
Sruthimalla
1 month ago
S
scampbellContributor ⭐️
asked in Product Experience (PX)
Tooltip issues

Good morning,I’m currently working on tooltips and have encountered an issue.My second-to-last tooltip instructs users to click ‘Save’ to save any changes before proceeding. However, when users click ‘Save’, the page refreshes, causing the tooltip engagement to disappear. Additionally, users may not have made any changes, so I can’t force them to click ‘Save’.Does anyone have suggestions on how to address this? I need users to save their changes and then proceed to the final tooltip to complete the guide, as subsequent tooltips are set to appear afterward.Thank you!  

243
Surendra
1 month ago
D
dcherringtonContributor ⭐️
asked in Product Experience (PX)
Adding en and em dashes in unordered and ordered lists

This issue comes up every time I try and added a bulleted list to an email template. Is there a way in Journey Orchestrator to add en or em dashes to a ordered or unordered list instead of just bullets or numbers? So if I have a bulleted list and I want to use an en dash or emdash as a sub list under the bulleted line, how do I do that?I know I can simply add it in manually, but if the sub list runs long, it won’t align with the rest of the text above, but instead will align under the en or em dash.I tried dropping the en dash code using the code tab, but JO changes it back to a bullet.Any suggestions?Thanks!  

101
dayn.johnson
1 month ago
J
jadkins.iiqContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
KC Bot - checklist step-by-step

We are working on implementing our first KC bot for implementation. With the checklist, is it possible to prevent them from moving on to the next step if they have not completed the first step?  For example, we need to them to go through and set everything up in the first step before they can do anything in the second step. 

242
J
1 month ago
bostonjillian
bostonjillianContributor ⭐️⭐️
posted in Product Experience (PX)
UX Process to Product Mapping - FEB CUSTOMER SPOTLIGHT Additional Content

Morning fellow Gainsight PX'ers!  Thank you for joining me last week on the topic "User Centered Approach to Product Mapping.”If you missed my spotlight talk with @MBragle, here is the recording!I had a blast discussing and answering questions about how we are using the UX team's skills at Acquia to make sure our product maps are accurate across our product suite. To recap our process for those who were interested:   Select your people Choose a team with a cross functional skill-set: Content strategy, Accessibility, Visual design, Technical expertise, and Leadership. This team should also have a diversified understanding and familiarity of the UI’s of each product as well as the user personas who use them. Working with multiple products and understanding how they work together was key in the mapping process as we would like to eventually see how our users work across the product suite. Keep the group small. Too many hands on the product mapper without proper communication could resul

4266
bostonjillian
1 month ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
PX Design Engagements 101 : Release Guide with toggle cardsBlog

 Design is not just what it looks like or feels like. Design is how it works!!✨Absolutely! Gainsight PX has made significant advancements recently, thanks to the incredible analytic add-ons and improvements in the new editor. Remember the dialogue we had during our last release announcement? Well, you'll be glad to know that we have achieved that level of engagement using our own editor.Our engagement editor goes beyond just cells and elements. It's like a canvas where you can create your own masterpiece. The real trick lies in customizing things according to your preferences by leveraging custom coding. It may sound a bit tricky, but it's never impossible. We are here to provide you with all the necessary information so that, for your next release, you won't have to worry about effectively communicating your release communications in a single slider with multiple steps.We also completely understand the impact that drop-offs can have on your engagement, and we're here to assist you in

12948
A
1 month ago
Adrian Raposo
Adrian RaposoGainsight Employee ⭐️
posted in Product Experience (PX)
Gainsight PX October 2024 Release is Live! 🚀🚀

 📢 The PX October Release is now Live in US and EU Orgs!  Our October release delivers enhanced usability, improved efficiency, and deeper insights with key improvements to essential features. Release Highlights:Unlock Every Journey with Optimized Funnels: Track all user journeys with our improved Funnel Analytics. New median time metrics and an optimized interface provide deeper insights, helping you drive smarter decisions and optimize your funnels. Enhanced CSV Export Experience: Exporting large datasets just got easier. For larger export files, we’ll send you an email with a download link once the export is ready. No more waiting or spinning wheels! Enhanced User Management with CSV Export: Easily export user lists and role groups in CSV format for better tracking and insights into user permissions across your organization. ++------------------------------------------------------------------------++RELEASE NOTES++--------------------------------------------------------------------

801
Adrian Raposo
1 month ago
katherine.guenoun
katherine.guenounContributor ⭐️⭐️
asked in Product Experience (PX)
Knowledge Bot Analytics - Track CTAs/link clicks in articles

How can I see CTAs/link clicks on links embedded in knowledge bot articles? Views aren’t very helpful, because any time a user scrolls past an article, I think it counts as a view. I want to know if they click the CTA in the article.  

231
katherine.guenoun
1 month ago
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jadkins.iiqContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
One KC Bot with recommended content or multiple different KC Bots?

How do you determine whether you are going to build multiple KC Bots for different stages of the customer journey vs one universal KC Bot with different recommended content?Our biggest struggle is we don’t like the idea of the customer having to click the “recommended content” widget to show everything related to that page. We feel like so much could be missed due to this extra step. Is there a way to skip that step and just automatically show the recommended content on the widget?

281
Sruthimalla
2 months ago
J
jadkins.iiqContributor ⭐️⭐️⭐️
posted in Product Experience (PX)
KC Bot Examples

We are just entering the world of creating our first KC bot. With so many options of cards, articles, engagements, and web links, we aren’t sure where to begin.  We would love to see some examples of what you might be using! We love the way the Gainsight KC bots, but looking for inspiration from other people as well. Can you share what your KC bot looks like?

251
mmarques
2 months ago
kathleenkenny23
kathleenkenny23Gainsight Employee ⭐️⭐️
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

16110
link_black
2 months ago
Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Per Product Signed Up Date/New User Count

We have users that can access multiple products. They can also onboard to these different products on different days/timelines. Such as, they could be a user of one product for a year then pick up another product of ours. We use the same User ID for the user as they adopt more of our products. The issue that we are running into is that Gainsight PX only captures "Signed Up Date"  once, for the first time that the user is initially seen. So we have no way to know when that user's first session was in a new product. We are going to overcome this with a custom field for "Product XYZ Sign Up". This however does not give easy reporting capability as there is no analytics report type that does over time. The default widgets for "New User" only reference the "Signed Up Date" field. Making it impossible to have multiple date fields that can be reported on. Is there a way to get the “New User” graph to be product specific? Is there anyway to even visualize the new custom field that we populate

241
mmarques
2 months ago
A
alec.garinoExplorer ⭐️
asked in Product Experience (PX)
Viewing Multiple Properties for Custom Events at the same time?

Hi All!! I’m struggling a bit with some custom event reporting and hoping to lean on the experts here for some help! We are collecting a custom event for a backend job that processes a number of records, and we are collecting a number of relevant properties along with that custom event: StartTIme, FinishTime, CountOfRecords, and DataSize. I am trying to find a way to extrapolate total job runtime (ie, FinishTime - StartTime), and ideally tie that to either number of records or total data size. Unfortunately, the only way that I know to capture or view specific property values is through the Query Builder which, as far as I’m aware, will only let me view one property value per custom event occurrence. Is there a way for me to either A) display multiple custom event properties in the query builder table (or in another report in PX!), or B), run a report to do that FinishTime - StartTime calculation for me? Thank you so much!!!

270
A
2 months ago
G
gkamauContributor ⭐️
asked in Product Experience (PX)
How to update attributes of inactive users who aren’t logging in anymore?

In our application, users can be deactivated and they no longer login. We want to sync this status to a custom attribute in Gainsight. The user is not logging in anymore and therefore the identify call cannot be called. How can we update the attribute in Gainsight?

281
rschlette
2 months ago
S
srinivas myakalaGainsight Employee ⭐️
posted in Product Experience (PX)
Use Case Spotlight: Send PX NPS survey responses to Microsoft teams

Does your organization use MS teams? Do you want your users’ NPS responses into your organisation’s Teams channel? Then, this article will assist you in setting up Zapier (or a related process automation platform) workflow to transmit PX NPS survey responses to Microsoft Teams.Below, the configuration is split into sections to dive deep into the configuration at Gainsight PX, MS Team and Zapier. Zapier: Trigger event:Create a Zap with a trigger type: Webhooks. Select the trigger event as catch raw hook. Refer: https://share.zight.com/lluA9PL1 In the next step, copy the web hook URL that is autogenerated.Intermediate step(to format webhook response):Create a step, select code by Zapier. Select JavaScript in the action event. Continue, give a object name in the input data field(example: set) Click on the + icon and select raw body. In the code: use this const jsonString = inputData.set || '{}'; // Parse the JSON string into an object const jsonObject = JSON.parse(jsonString); // Prepare

280
S
2 months ago
S
scampbellContributor ⭐️
asked in Product Experience (PX)
Gainsight PX - How to highlight articles

Hello, Does anyone know how to display the below view to the KC bot, I would like to put highlighted articles in this section.  

363
Surendra
2 months ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Product Experience (PX)
🌙 🛌 ✨Turn Data Nightmares into a Sweet Dreams Using PX Labels

Imagine this scenario: You are an avid Gainsight CS user and are thrilled to finally have access to PX telemetry data in your CS instance. Your organization's technical teams integrated PX with CS to get the valuable data flowing and you are downright giddy to get your hands on all that user behavior data. (Okay, maybe not giddy… perhaps I’m the only one who does backflips for data, but maybe you’re someone intrigued?) You login to CS on go-live day eager to view the usage dashboards, and much to your disappointment, no value can be gleaned from the metrics. You’re shown usage data for over 200 product features, with cryptic feature names (“module one-button click- submit” for example). The names are confusing, the data is noisy, and instead of making your day-to-day easier as intended, you’re now facing hours of digging and deciphering to understand what the hell you’re looking at. What a nightmare!This is a common scenario that can occur as a result of the varied uses for PX data acr

1054
AngelaBrown
2 months ago
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/

1283
Kenneth R
2 months ago

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