Skip to main content

Product Experience (PX)

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

  • 707 Topics
  • 1,418 Replies
707 Topics
jnies
jniesGainsight Employee ⭐️
posted in Product Experience (PX)
The top 5 questions I receive as a Gainsight PX CSM

During my tenure at Gainsight, I have had the opportunity to collaborate with a diverse range of Enterprise organizations worldwide, spanning various sectors such as healthcare and education. While the specific use cases may differ from one organization to another, I frequently encounter common inquiries as a Gainsight PX CSM. In this blog post, I'll address the top 5 questions I receive: 1: Where should I start?Although PX itself is an intuitive tool, becoming an expert may require a slight learning curve. My recommendation to customers is to invest time in PX University, a hub that offers comprehensive training resources. These resources include everything from installing the PX Tag to enable user tracking, to learning how to execute targeted in-app engagements. Our training videos available in the university will swiftly elevate your proficiency! 2: What should be my focus?Initially, the influx of telemetry data may feel overwhelming. Rest assured, this is a common sentiment. When w

790
jnies
1 year ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Maximizing Customer Success with Gainsight's Journey Orchestrator and Support Ticket Data

Delivering exceptional customer success is crucial for driving satisfaction, retention, and growth. Gainsight's Journey Orchestrator empowers organizations to create effective email campaigns based on support ticket data, enabling targeted and personalized customer engagement. In this post, we will explore how to leverage Gainsight's Journey Orchestrator to drive customer success by gradually increasing the level of help based on support ticket data. Measure Ticket Data and Identify Targeted Customers: Start by analyzing support ticket data to identify customers who surpass a certain threshold related to a specific feature or issue. This threshold could be based on factors such as ticket volume or duration. By segmenting customers based on their ticket habits, you can target those who may benefit from additional assistance or education. Send Relevant Content: Once you have identified the target customers, initiate an email campaign through Gainsight's Journey Orchestrator. Begin by s

770
steve_davis
1 year ago
S
Simarpreet SinghContributor ⭐️⭐️
asked in Product Experience (PX)
Seeing user/account adoption percentage trends

I am currently trying to track the weekly user adoption percentage of particular features.In order to do this for a month, I have to create 4 separate widgets in a dashboard with the relevant weekly dates (May 8-14, May 1-7 etc) to see the adoption % for that week. Moreover, I need to do the same thing every time for different features. So for tracking the weekly adoption of 10 features for a month, I’d have to create 40 different widgets. Also, this date selection is static, which means that I’d have to manually update these dates if I was trying to track this on an ongoing basis, which is tiring to think of. I can’t do this in the adoption report because selecting the last 4 weeks would give me the total user adoption % during that time frame, and not week on week data that I want. The problem would be easily solved if I could select “User Adoption %” or “Account Adoption %” in the “Measured By” option for adoption reports and in the dashboard widgets (Where the same option is presen

570
C
1 year ago
Bharati
BharatiContributor ⭐️⭐️
asked in Product Experience (PX)
How to disable the transition effect for a tooltip?

Hello,When a tooltip is displayed on the screen, there’s a transition effect which is distracting. The highlight slides from one selection to the other. Is there a way to disable the transition effect?I see the Motion Effect > Disable Transition Effect option in the Editor tab for a dialog, but not for a tooltip. The check box is not selected in my engagement. Is there a way to disable the transition effect for tooltips?Thanks,Bharati

340
JayS
1 year ago
JPKelliher
JPKelliherContributor ⭐️⭐️⭐️⭐️⭐️
posted in Product Experience (PX)
Localization, Content, Context, XLIFF, and Images - Automating Translations

Please remove. This was meant to be a product idea.

210
JPKelliher
1 year ago
P
ppadgettContributor ⭐️⭐️
asked in Product Experience (PX)
How to setup a product using a dynamic url

Our product will have a different url for each customer. So, I need to setup the url to be dynamic. The product url needs to be something like this: “https://$px-auto-resolve.my.company/.” I see articles to use “$px-auto-resolve” for referencing links to dynamic urls, but not sure that is how to configure a product url.

1000
Bhagi Mundru
1 year ago
Bharati
BharatiContributor ⭐️⭐️
asked in Product Experience (PX)
How to add an mp4 in an engagement

I am trying to add a silent mp4 to an engagement. It’s a 1.14 MB video (without audio). I found that drag and drop was the only way I could add. Initially it looked fine, but later it shows a black box and I cannot play the video. I went through the help: https://support.gainsight.com/PX/Engagements/03Engagement_Types/Use_Videos_For_User_Onboarding. The last section about inserting mp4 mentions about adding a URL. Can I add mp4 to an engagement without uploading it to a URL?

1100
Bharati
1 year ago
S
Simarpreet SinghContributor ⭐️⭐️
asked in Product Experience (PX)
See the list of users in retention cohorts

I’d like to see the list of users in retention analysis cohorts when I’m analysing the impact of features. Currently there is no way for me to figure out which users belong to a particular cohort. Please let me know if there is any way to get this information. 

150
S
1 year ago
S
Simarpreet SinghContributor ⭐️⭐️
asked in Product Experience (PX)
Compare cohorts in retention analysis

By default, in retention analysis, we can compare filtered data with non filtered data. Is there any way that I can compare data for two cohorts, so essentially two filtered datasets without having to create another report.It would help me in easily analyzing the retention curve of users who used a particular feature vs those who did not. 

190
S
1 year ago
C
ChanduGainsight Employee ⭐️
posted in Product Experience (PX)
Gainsight PX Dashboards - Default Private and Dashboard Info

Default Dashboard Permission:On creation of new Dashboards in Gainsight PX, the default visibility or permission setting is now changed to Private.If you would like to share the Dashboard with all members of your PX subscription, change the dashboard permission setting on creation from Private to Public. You can also share your dashboard will specific users of your PX subscription.Existing Dashboards visibility/permission settings stay as is. Dashboard Information:The Dashboard information visible on hover of info icon provides details of:Owner of the dashboard The (multiple) products in the dashboard, with the count of the widgets from each product in parentheses The environment Eg: Production, Staging, QA, Integration etc. Dashboard description   

250
C
1 year ago
S
Simarpreet SinghContributor ⭐️⭐️
asked in Product Experience (PX)
KC Bot: Onboarding checklist based on User/Account Attributes

I am facing two of these related issues with the onboarding checklist for KC Bot:Currently, Gainsight allows engagements/articles to be a part of the checklist/progress tracker for onboarding in the KC Bot. However, I would only like to mark a step as complete when users actually complete it (instead of just finishing the engagement), which could be checked via a user/account level attribute being sent to Gainsight.Since many of our existing clients have completed some of the onboarding steps, I’d like these steps to already be marked as completed when they open the KC Bot, instead of them being marked as incomplete and them having to go through an engagement to check them  off which wouldn’t make sense.Do let me know if there are any solutions to these problems as they are preventing us from launching a bot that will help with activation. 

780
S
1 year ago
S
Simarpreet SinghContributor ⭐️⭐️
asked in Product Experience (PX)
View time spent on a particular page

Is it possible to view the time a user has spent on a particular page?

2810
S
1 year ago
brian.atkins
brian.atkinsContributor ⭐️⭐️⭐️
posted in Product Experience (PX)
Lack of PX Sessions at Pulse

Why is there not a PX track at Pulse? I think the PX representation is lacking at the conference, would be such a good opportunity to have a track, trainings, etc.

680
kathleenkenny23
1 year ago
E
efinchHelper ⭐️
asked in Product Experience (PX)
Gainsight PX Data Loader with Custom Fields

I am trying to use the Gainsight PX Data Loader python script to upload data that contains custom fields, but it is throwing an exception.  Is there a trick to referencing custom fields, like putting “custom.” in front of the field names?  Thanks. {"apiKey":"xxxx","productKey":"xxxxxx","fieldMapping":{"USER":{"identifyId":"identifyId","firstName":"firstName","lastName":"lastName","email":"email","assessment_all":"assessment_all","assessment_finish":"assessment_finish","Assessment_inc":"Assessment_inc","Assessment_NS":"Assessment_NS","assessment_provrev":"assessment_provrev","assessment_todo":"assessment_todo"}}}ERROR: Unknown field 'assessment_all' in fieldMapping in 'config.json'.  Valid Values: '['aptrinsicId', 'identifyId', 'type', 'gender', 'email', 'firstName', 'lastName', 'lastSeenDate', 'signUpDate', 'firstVisitDate', 'title', 'phone', 'score', 'role', 'subscriptionId', 'accountId', 'numberOfVisits', 'location.city', 'location.stateCode', 'location.stateName', 'location.countryC

620
E
1 year ago
Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
posted in Product Experience (PX)
Guide Engagement Dead-Ends

I have a team coming into Gainsight PX from Heap and they are accustomed to having engagements that are dynamic to what the user has access to. Such as if branches: if the user has button A continue the engagement with these steps, or if they have button B show these steps, or if neither show this final step. Coming to Gainsight we are unsure how to handle “pathed engagements”. What happens when/if we tag an engagement step to a button that is simply not there? How can we fail elegantly out of an engagement if the user simply does not have access to a button in the workflow of the engagement. Workaround would be to pre-identify what the user has access to and show them one of many different engagements that matches their available workflow. But this seems like a lot of pre-work and management to maintain multiple possible engagement paths. I will look around for an enhancement request for pathed engagements and see if there are some other recommendations here before I post this as an i

680
mmarques
1 year ago
scstickel
scstickelContributor ⭐️
asked in Product Experience (PX)
Different Engagement Schedule for Different Region

We’ve created an engagement in Gainsight PX with information about features in our latest release. The release deploys to different regions (Australia, Japan, South Africa, North America, etc.) at different times. Can we schedule the engagement for different times based on region, or will we need to create different engagements?

590
scstickel
1 year ago
mmarques
mmarquesHelper ⭐️⭐️
asked in Product Experience (PX)
How do you provide links as recommended content?

I’m doing a POC on the recommended content feature. After I configured recommended content, I see that the user gets separate tabs for engagements, articles, and links. However, I don’t see how to add links to recommended content.How do you add links? I am prompted to search for engagements and articles. 

520
mmarques
1 year ago
mmarques
mmarquesHelper ⭐️⭐️
posted in Product Experience (PX)
Surveys about engagements

Are any of you using a survey to ask customers to provide feedback about guides?I understand that it is not possible to capture which guide triggered a specific survey response. But I was wondering whether it is possible to use either Funnel or Path Analyzer to see the relationship between surveys about engagements and the guides. For example:Which engagements were used before surveys with certain results (positive or negative votes on engagement)? Which engagements lead to positive votes (or negative votes)? Positive (or negative votes) come from people recently running which engagements? Specific votes (e.g. needs a video) come from people running which engagements?

790
mmarques
1 year ago
E
efinchHelper ⭐️
asked in Product Experience (PX)
PX Data Loader Python Commands

Are the python commands expected to work as is from the documentation?  I am totally new to python and when I try this from Windows, it does not work.  I definitely have python 3 installed. python3 -m pip3 install requests pytz python.dateutil https://support.gainsight.com/PX/API_for_Developers/01About/Gainsight_PX_Data_Loader I also seem to have pip installed:C:UsersxxAppDataLocalProgramsPythonPython310Scripts>pip --versionpip 22.2.1 from C:UsersxxAppDataLocalProgramsPythonPython310libsite-packagespip (python 3.10)

670
E
1 year ago
Snigdha Adiraju
Snigdha AdirajuGainsight Employee ⭐️
posted in Product Experience (PX)
Adobe's PX Spotlight!!! Boost Product Adoption with a winning Onboarding Strategy🤩

Adobe has collaborated to share their incredible story with Gainsight PX! Together, we’ve conjured up a magical concoction that has revolutionised the way to interact with customers: Feature Awareness and In-apps! 🪄📈 It all started with Adobe's Onboarding Program; a roadmap to success! They identified the key elements their customers needed to get started, making onboarding a breeze. They ventured into real-time in-app testing! And the results? Drumroll, please! 🥁 A resounding 21% boost in feature adoption! 📈 Customers felt empowered, more engaged, and Adobe's love for creating quality engagements that inspire action was more evident than ever!  We're thrilled to share the recording for the session taken by – Sneha Chowdhary, Product Manager, Adobe Experience Platform and Serah Metpalli, Gainsight Implementation Partner, Adobe Experience Platform to take you behind the scenes, revealing the secrets of their successful Onboarding Program, their KPIs, and the captivating programs tha

1800
Snigdha Adiraju
1 year ago
D
devtutorialContributor ⭐️
asked in Product Experience (PX)
Same UID with SSO Login, Data Fields are added in the project even if we don't send that data from frontend

I have multiple Project in my GainsightPX company account. We have a common uid accross all product and we have enabled SSO login for all products. The data is sent across all projects in gainsightpx even if we haven’t sent that field from out frontend.  Can someone please help me out?

300
D
1 year ago
jnies
jniesGainsight Employee ⭐️
posted in Product Experience (PX)
URL Rule or Inferred Location for International In-App Engagements?

Thinking about running an international in-app engagement but wondering what your audience logic should be? Don’t worry, you have options!  If you are bringing in location as an attribute to PX, its simple as 1,2,3. But what if you are unsure where your customers are actually located?  Don’t worry, we got you. Here are your options for moving forward: In Audience Logic:“Location” criteria is based on data you provide/send to PX, which is as accurate as location data you have in your business systems. “Inferred Location” criteria is based on geolocation matching based on the user’s IP Address, which is not 100% accurate, but pretty good if you do not have any/good location data in your business systems to pass to PX. “URL” criteria can be good if there is something in the URL’s domain, path, and/or query parameters that indicates the user’s location. 

1390
jnies
1 year ago
tohodesigns
tohodesignsContributor ⭐️
asked in Product Experience (PX)
Quick translation service for Gainsight PX engagements?

Has anyone had success locating an ‘on-demand’ translation service for engagements? Our company utilizes a service, but they have a rather high minimum content requirement for translations, and the engagements we create don’t come near that minimum.I considered Google translate, but we’ve received complaints about the quality of the translated content. Additionally, the manual effort to translate content across at least 16 languages would be too time-consuming, even though the content itself is relatively short.

360
romihache
1 year ago
Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Engagement font standardization

Is there any way to ensure the same font (not a fallback) is used in all of our engagements? Should we be adding the font into the CSS for the guide in some way? Roboto (our chosen font) seems to show in some products but not all.

680
link_black
1 year ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Product Experience (PX)
👩‍🍳 Recipe: Product Adoption Scorecard Measure (PX+CS)

 One of the most common uses of PX data in CS is to configure a Product Adoption scorecard. This scorecard measure can give a quick snapshot into how actively and effectively a customer is using your product. Use this measure to roll up into a larger overall customer health score in order to get a holistic understanding of the health of a customer.  🏅 Product Adoption Scorecard MeasureIt is easy to get “in the weeds,” 🌱 so to speak, when considering what healthy adoption looks like for each customer type. The intention of this post is to provide a simple approach to conceptualizing product health. Product Adoption Scorecard Measure = 🏃‍♂️User Activity + 🎯 Feature Usage  🏃‍♂️User Activity To be considered healthy, how often should an end user be engaging with your platform? With telemetry data gathered from PX, we can track how actively engaged a user is and use this insight to contribute to the product adoption scorecard measure. To do this, we’ll use the “Last Seen Date” field fr

2820
AngelaBrown
1 year ago

Badges

Show all badges
Terms & ConditionsCookie settings