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Product Experience (PX)

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

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  • 1,723 Replies
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rithvikvarma
started this topic

We’re looking for early feedback of PX’s new Localization Hub!

Do you serve users in multiple countries or languages?We’re designing a brand-new, centralized Localization Page inside Gainsight PX, and we...
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873 Topics
Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Custom Event From Server

How would we use Custom Event calls into PX from the product database rather than the user terminal? That is to say that if a custom event is triggered and sent from the user terminal back to Gainsight it would make sense that Gainsight could identify which user the event is associated to. But if we wanted to send database events to Gainsight on a system side trigger. How do we ensure the event is tied back to the particular user?

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Ashton
agordon
agordonGainsight Employee ⭐️
posted in Product Experience (PX)
#2minhowto : 🚀 Elevate Your In-App Experience with Proactive Recommended Content! 🌟

I'm thrilled to dive into a dynamic strategy that can revolutionize your in-app journey. Picture this: the fusion of proactive recommended content and our Knowledge Center Bot, tailored to guide your users precisely when needed.Imagine a compass, always pointing towards the information you seek. Proactive recommendations anticipate your users’ queries, supplying pertinent insights through articles and engagements. It's like having an app-savvy sidekick!This approach is more than convenience; it's empowerment. By effortlessly providing spot-on suggestions, your users are equipped to harness the app's full potential. Confidence soars, efficiency improves, and adoption skyrockets. So, check out this #2minhowto on setting up your recommended content within your KCB 🙂 Here's to blazing a trail of seamless user experiences through proactive recommendations.  And with that I’d like to nominate @austinlamb and @asteen to continue the #2minhowto goodness 

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agordon
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mattkpxContributor ⭐️
asked in Product Experience (PX)
FullStory Alternatives Integrated with Gainsight

Hello, Has anyone used another session recording tool other than FullStory and integrated it with Gainsight PX and CS? I am investigating moving off of FullStory to something focused on session recording only as Gainsight PX provides the additional level of analytics that I need. Let me know, thank you!

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gloriamavunguGainsight Employee ⭐️
posted in Product Experience (PX)
PX Crank Up Technicalities Webinar: Best Practices For Getting Started With In-App Engagements

This week's webinar session covers: Best practice for creating effective engagements. Use cases to leverage for engaging your audience. A demo session on how to configure and analyze your engagements.  Use the following links to view the webinar recording and deck.  Here are a few supporting resources you can reference for additional tips + tricks on creating effective engagements: What Are In-App Engagements With Some Examples? Back To Basics: Engagements Audience Rules How To Avoid Engagement Fatigue 101 How To Better Understand User Analytics Cultivating Success: Ideas To Measure Engagement's Impact?

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RTurnerContributor ⭐️
asked in Product Experience (PX)
Are webinars recorded?

A few weeks back, GS put on a webinar called “Day in the Life of a CSM: Driving Efficiency and ROI with Gainsight”.  I wasn’t able to attend live, but I hoped it would be recorded so I could watch it later, but I’m not able to find a recording.  I was really looking forward to this webinar and would love to watch if it is available somewhere.Thanks!

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dshorter
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
What are in-app engagements with some examples?

What is an in-app engagement?Engagement is an approach to interacting with your target audience at a defined time. You can configure and launch in-app announcements, provide tooltips, send automated emails, and surveys using engagements. These communications can be interactive and help you to share information, receive feedback, and engage customers thereby increasing customer adoption and advocacy for your product.  Consider before building an engagement:Need to have PX installed on your end application Type of interaction Target audience to show the engagement  Engagement template and  content Engagement ScheduleFollowing are a few examples of engagements:Send Automated Welcome Emails to new customers Show the ‘How To’ carousel/slider about new release features Walk-through or guide users around a set of new features Engage users who have not used a specific feature Notify Admin or Power users about the application maintenance activities or other announcements Show custom messages to

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Surendra
RebeccaRandle
RebeccaRandleContributor ⭐️⭐️
asked in Product Experience (PX)
Gainsight User Adoption

During onboarding I was taught how to look up end-user adoption of Gainsight but for the life of me cannot remember and have not found any helpful resources. Is anyone able to assist?

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LiamGilleran
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gloriamavunguGainsight Employee ⭐️
posted in Product Experience (PX)
How To Better Understand User Analytics

Engagements can be a crucial tool for onboarding and educating your end-users, making announcements about new feature updates or collecting feedback. Understanding your product's overall essential user engagement points or drop-offs allows you to create timely messages to help guide customers to key value actions for an intuitive user experience.  PX provides four types of engagement reports — In App Performance, Email Performance, Survey Performance, and Knowledge Center Bot Performance that explain how well your engagements are functioning.  Here’s a quick breakdown of each analytical report:  In App PerformanceThe In App Performance report shows all the analytics data for Dialog, Slider, and Guide engagements, including critical metrics such as views and completion rates.   You can click any engagement to view drill-down graphical details and the list of users who viewed the engagement. For multi-step engagements like Guides and Sliders, you'll also see a funnel showing users' compl

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jWalkerContributor ⭐️
asked in Product Experience (PX)
Trigger engagement if feature exists on a page

Hello, I’m hoping someone has some experience in this. We have a need to show different engagements based on different scenarios on a webpage. If a feature exists we want to show one engagement compared to another. I don’t want to trigger it based on if they click the feature but for it to show automatically on a page load. Does anyone have any experience with this?

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suryanarayana
suryanarayanaHelper ⭐️
posted in Product Experience (PX)
set action upon button click

We have set action upon button click for PX guide engagements Request you to provide it for dialog and other engagements as well. 

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JayS
alextran
alextranHelper ⭐️⭐️
posted in Product Experience (PX)
PX Office Hour Follow Up Resources - Identifying Potential Churn Customers

Thank you everyone who attended our PX Office Hours on Identifying Potential Churn Customers!   For those who were not able to make it, here are some follow-up resources: Identifying Potential Churn Customers - Deck Call recording We look forward to seeing you in future office hours!  

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kathleenkenny23
kathleenkenny23Helper ⭐️
posted in Product Experience (PX)
Analyzing Adoption and Churn

  Let’s get real for a moment….. We all know that your users won’t see value in your product if they aren’t using it.  We also know that even if they are using it, that sentiment is critical💕;  i.e. is adoption high because they have to use your product every day? Adoption without sentiment will ultimately cause Surprise Churn which no one can afford during these tough economic times. (Read more here on Durable Growth)  My favorite analogy for this is 🏋Buying a Gym Membership🏋:👎🏻 Buying the membership alone isn’t going to get you the results you want.  It doesn’t work that way (sadly!).  It’s the biggest reason why people cancel their memberships - they lose motivation as they aren’t seeing results but they probably aren’t seeing results because they aren’t using it! It’s a big Catch22. 🎯If you don’t know what your goals are, you’re going to feel aimless when you do go to the gym.  There’s a LOT of equipment (“features”) and it becomes a case of analysis paralysis. If your users

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kathleenkenny23
aroberts
arobertsGainsight Employee ⭐️
posted in Product Experience (PX)
PX Tips: Your engagement isn't showing - What now? 🤔

Hello PXers!  You just designed a Queen engagement and can’t wait to go test it as user in a live session… But… it’s not showing and you’re worried "Another One Bites the Dust."  Don’t feel “under pressure”! We have some quick things you can check to figure out what’s going on -  -------Is PX configured properly on your end application? To ensure PX tracking the usage, showing up the engagements as well as KC Bot, we need to ensure PX is configured in the correct way, you can perform a simple test to validate the above just by using the developer tools on the browser by navigating to console → type aptrinsic.init and enterIf it returns true, yes, good to go, if you find there is any error message, it means it's not initialised properly.Is the user Identified?  In order to show the engagement on the end user application, the user should be identified, to confirm that you can simply open the developer tools on the browser and look for the application → Cookies → Select you end applicatio

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aroberts
Tori Jeffcoat
Tori JeffcoatGainsight Employee ⭐️
posted in Product Experience (PX)
Where does (or should) Product Marketing fit in to release motions?

Hello Gainsight PX community! 👋 We have an exciting webinar coming up next week, as part of our On the Roadmap webinar series (discussing product strategies, key best practices, and insights from the product industry). Our next webinar is on Directing Traffic to Your Product: Achieving GTM Success with Product Marketing - a topic near and dear to my heart (and job at Gainsight 😉).  As a community of really amazing product folks, we wanted to hear from YOU what questions you have around the role product marketing plays in working with product around new releases (and in general), that we can address on our webinar.  A few starting questions we want to cover are:How do you measure the success of a feature release/launch, and whats needed to effectively support a new launch? When does (or should) product marketing get involved in the product development process? How does product marketing help drive release motions using PX? What other questions do you want answers to?Let us know in rep

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mgrefsheim
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Optimal approaches to engage with End Users and Buyers for feedback

It's important to be proactive in seeking feedback from both end users and buyers. By doing so, you can continuously improve your product to meet customer needs, enhance the overall experience, and strengthen customer relationships, which ultimately leads to business growth and success.  End users are the individuals who directly interact with and use your product or service. They experience its features, usability, and overall functionality. To collect feedback from end users, consider the following channels: Buyers are the individuals responsible for making the purchasing decision and may not be direct users of the product but have insight into the overall buying experience. To gather feedback from buyers, consider the following approaches: a. In-App or On-Product Surveys b. Email Surveys c. Customer Support Interactions d. User Interviews and Focus Groups e. Feedback Forms on Website or Landing Pages f. In-Product Feedback Widgets g. Usage Analytic

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heather_hansen
jmobley
jmobleyGainsight Employee ⭐️
posted in Product Experience (PX)
Building a Sturdy Foundation for Customer-Centric In-app Strategy!

Just like constructing a beautiful building, the key to a customer-centric in-app strategy lies in creating an incredibly sturdy foundation! 🏠By focusing on one step at a time and ensuring each is well-planned and executed, we can create a strong and reliable framework for elevating product adoption across different user types and at different key points along their journey. Laying the Groundwork - Identifying PersonasIn construction, architects carefully analyze the site and lay the groundwork before proceeding.Similarly, we encourage you to delve into user data and feedback to identify your top three customer personas—the Decision-Maker, the Product Owner, and your Standard User. Each persona plays a crucial role in supporting the structure of your product’s success.     The Decision-Maker - The Architect: The decision-maker, like an architect, holds the power to shape the project's direction. To win them over, provide value proposition documents, case studies, and materials that su

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jmobley
jmobley
jmobleyGainsight Employee ⭐️
posted in Product Experience (PX)
Building a Sturdy Foundation for Customer-Centric In-app Strategy!

Just like constructing a beautiful building, the key to a customer-centric in-app strategy lies in building an incredibly sturdy foundation.By focusing on one step at a time and ensuring each step is well-planned and executed, we can create a strong and reliable framework for elevating product adoption across different user types and at different key points along their journey! Laying the Groundwork - Identifying the Top Three Customer PersonasIn building construction, architects carefully analyze the site and lay the groundwork before proceeding.Similarly, we delve into user data and feedback to identify our top three customer personas—the Decision-Maker, the Product Owner, and your Standard User. Each persona plays a crucial role in supporting the structure of your product’s success.     The Decision-Maker - The Architect: The decision-maker, like an architect, holds the power to shape the project's direction. To win them over, provide value proposition documents, case studies, and m

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jmobley
broghanzwack
broghanzwackGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
New Product Idea Categories for PX!

Helloooo Community! We’ve just finished sorting all of the PX product ideas into feature-specific categories, so you’ll now be able to seek out and submit ideas with ease.I’d recommend taking a moment to peruse the category that most interests you (and perhaps drop an upvote or two 😉). At the moment, Engagements are leading the charge with 169 ideas, followed by Analytics’ 147 ideas. Please note that we’ll be deprecating the ‘Gainsight PX’ idea category in the near future, so make sure to use the new categories for idea submissions going forward. FYI, the sorting process looked something like this ⬇ 

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kathleenkenny23
rschlette
rschletteHelper ⭐️⭐️⭐️
posted in Product Experience (PX)
Solve Engagement Issues Quickly Using Admin Console

Many common issues with Gainsight PX Engagements can be solved quickly by referring to the information that’s available in the Gainsight PX Admin Console. Here’s a quick overview of how you can use the Gainsight PX Admin Console to accomplish some speedy engagement troubleshooting of your own. Engagement MonitoringIf you’re encountering an issue where a guide is breaking in mid-view, or the server-side view count for an engagement doesn’t make sense given the qualification scope, client-side engagement errors are the most likely root cause. Client-side engagement errors are reported in the Admin Console’s Engagement Monitoring tab. Simply find the engagement in question in the Engagement Monitoring table, and click the Error count. In the resulting drill down report, the specific error(s) will be listed. The most common client-side error type is “Engagement missing mapped element”. The Value column in the table will display the specific selector used in engagement mapping for the respe

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mmarques
rterakedis
rterakedisHelper ⭐️
asked in Product Experience (PX)
Clarification on Product Mapping Audience Rules in Engagements

What difference do these two scenarios necessitate the little "i" warning in Scenario #1?1) Audience Logic Operator: AndProduct Mapper Rule Logic: AndProduct Mapping #1 -- FeatureA is used Right NowProduct Mapping #2 -- FeatureB is used Right NowExpected Result: User must be using BOTH Feature A and FeatureB Right Now because Rule Logic combines product mappings in the same rule.2) Audience Logic: AndProduct Mapper Rule 1 Logic: AndProduct Mapping #1 -- FeatureA is used Right NowProduct mapper Rule 2 Logic: AndProduct Mapping #2 -- FeatureB is used Right NowExpected Result: User must be using BOTH Feature A and FeatureB Right Now because Audience Logic combines 2 product mapping rulesI would expect both methods to be supported and have the same outcome. Right? Is the "i" tooltip on scenario #1 trying to say it's an unsupported scenario? cc:/ @jmobley / @katkenny23 

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dileepnalla
MBragle
MBragleGainsight Employee ⭐️
posted in Product Experience (PX)
NPS Getting Started Guide

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 that are most important to customers and where they are most likely to have a positi

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matthew_lind
amandan
amandanGainsight Employee ⭐️
posted in Product Experience (PX)
Best practices to leverage Product Analytics effectively in Gainsight PX - Strategy

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, marketers, and custome

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amandan
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Cultivating Success: Best Practices for a New User Onboarding (PLG)

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 account as per product requirements. Product Tour and Feature HighlightsProducts often provide a product tour or walkthrough to introduce users to the platform's key features and functionalities this can be achieved by interactive tutorials, tooltips, or guided tours. User Education and Re

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Surendra
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LisaSContributor ⭐️⭐️
asked in Product Experience (PX)
Zeroes for active engagement display for all data except lifetime views

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 of draft mode with

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amandan
amandanGainsight Employee ⭐️
posted in Product Experience (PX)
Best Practices for Mapping your Product in Gainsight PX - Strategy

Gainsight PX is a product analytics and user engagement platform. Product mapping in Gainsight PX refers to the process of associating specific product features or elements with user behavior and analytics data. It helps in understanding how users interact with different parts of a product, enabling product teams to identify usage patterns, track user engagement, and make data-driven decisions to improve the product's performance and user experience. By mapping product features, Gainsight PX allows businesses to gain valuable insights into user behavior and optimize their product based on those insights.Here are some best practices to consider:Define your goals: Clearly articulate the objectives you want to achieve by mapping your product in Gainsight PX. This will help you focus on the specific user actions and metrics that align with your goals. Identify key events: Identify the crucial user actions or events within your product that you want to track. These could include onboarding

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amandan

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