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Product Experience (PX)

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

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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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874 Topics
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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Simarpreet SinghContributor ⭐️⭐️
asked in Product Experience (PX)
In-app Engagements - Mobile Browser

We have made our website mobile friendly and wanted to create a guide to show users how they can navigate through the mobile website.When I’m trying to create test guides and launching them for myself, I’m unable to view them on my mobile browser. The preview works just fine, but the engagement doesn’t trigger when I launch it. I even tried to create a single step dialog (guide) where I don’t need to tag elements, but that didn’t work either.

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vmbowenContributor ⭐️⭐️
asked in Product Experience (PX)
Email Assist--- Gainsight Timeline Banner in the way

Email Assist users in my org are having a difficult time seeing the email history within an email chain as the Gainsight Banner prevents this from being viewed. Once a previous email has been logged to timeline is there a way to get rid of that banner so that the email conversation is visible?     

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AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Product Experience (PX)
PX+CS Nomenclature "Okay, now you're talking my language!"

Have you ever left a PX+CS integration discussion with your head spinning or wondered if your PX and CS admins are even speaking the same language? If so- you’re not alone! Confusion is often born from the distinct ways we talk about the aspects in each product (i.e., accounts, companies, persons, users, tenants, products, subscriptions, etc..) 🤯To set your team up for success from the beginning, a basic understanding of the language used across PX and CS is paramount. An Account in PX can be associated with a Company in CS and a User in PX is known as a Person in CS. When we integrate the 2 systems, we use common identifiers to link together Accounts in PX with Companies in CS and Users in PX with Persons in CS. The central notion that we are interested in on the PX side is the Product, which includes Modules, Features, and other UI elements. We collect data on the ways in which Accounts and Users interact with a Product. It’s possible that an Account or User may have access to mu

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Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Cultivating Success: Best Practices for an Exceptional Trial Experience

Implementing a trial experience for your product? Here are a few best practices to optimize the process:Gather Relevant User Information: When users sign up or even after, ensure you ask the right questions such as their user role and desired outcomes from your product. This data can be used for effective user segmentation in PX to tailor their trial experience.   Create a Structured Onboarding Journey: Develop a content calendar or onboarding journey that aligns with the user's usage and journey during the trial phase. Provide guides, tutorials, and well-crafted email content to educate and engage users, helping them navigate your product effectively.   Utilize Product Mapper in PX: Map out your product features and identify the key "aha" moments using the product mapper in PX. This will give you valuable insights into user usage patterns and behaviors, enabling you to optimize the trial experience. Showcase Value and Personalize Onboarding: Throughout the user journey, highlight t

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aroberts
arobertsGainsight Employee ⭐️
posted in Product Experience (PX)
PX Tips: Graduation Day for your Onboarded Users 🎓

Queue the Pomp and Circumstance 👨‍🎓 - Your brand new users have gone through your multichannel onboarding program and they are ready for graduation. What’s next? Send. That. Survey 👂 It’s important to partner your qualitative data with your quantitative data to determine how your program has been working. Use that valuable feedback to make tweaks to the program for users coming down the line.  Move them to the next phase in the journey 🚀 From here your user is ready for the next level of engagements. An easy way to let PX know that this users is no longer eligible for the onboarding program is through a new User attribute. As a reminder, user attributes can be used to include or exclude users from engagements and a KC Bot. Out with the old and in with the new.  How do I add a User attribute?  This could be done by your dev team using our REST API, Data Loader, or S3 user import ... OR…  🤯 Life Hack: Build a simple Guide targeted to users that have COMPLETED all of those onboarding

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Simarpreet SinghContributor ⭐️⭐️
asked in Product Experience (PX)
[URGENT] Need help with qualification criteria

We have created a native onboarding checklist page with CTAs that a user clicks on to land on the URL of a particular feature and a Gainsight tour is triggered that walks the user through setting up that feature/gives an explanation of it. The problem I’m facing right now is in creating qualification rules. I want the qualification scope to function exactly like a badge, but without a badge being the trigger. So when a  user clicks on the CTA button and lands on a particular URL, I want the tour to trigger Just Once every time that page is loaded, and I want it to trigger Every time that the particular page is loaded. I’ve been trying to find a workaround for this but have been failing to find one. This is my current qualification scope that is not ideal but I thought it would at least work, and it isn’t working for me.The audience logic - URL is xyz.com?source=checklistShow engagement 1000 times At least 1 minute between views Set 1 minute recurring intervals On completion wait for ne

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Surendra
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Simarpreet SinghContributor ⭐️⭐️
asked in Product Experience (PX)
Track usage of mobile browser

We have recently made changes to our website and made it mobile browser friendly. Is there any way for me to track mobile browser usage?

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jnies
jniesGainsight Employee ⭐️
posted in Product Experience (PX)
#2MinHowTo- Are my engagements actually working?

Picture this, your team has worked tirelessly generating a new feature based on user feedback. Hours of design and testing have gone into the development of this feature and finally it is time to launch to production.  Being the awesome PX Admin that you are, you spent time putting together a beautifully crafted in-app engagement to inform users of this brand new feature. Your goal: increase adoption! After testing out the engagement to yourself and to your manager, you’re ready to launch. 3,2,1… GO! Now the questions start flowing through your head.  Is this engagement effective? Are we getting the adoption that we are looking for? Are people going to this feature after completing the engagement?Thankfully, PX gives you all of the reporting capabilities to answer all of these questions. The feature adoption tool is a fantastic way to see if your users are adopting this feature. But what are some other tools you can use to report on the effectiveness of your engagement? My personal fav

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jnies
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Product Experience (PX)
Creating a Digital Onboarding Experience with Gainsight PX

Building a seamless digital onboarding experience for your customers is a complex undertaking, often presenting challenges and requiring careful planning. At Pulse US 2023, Gainsight’s own, Tyler McNally and Harshita Banka shared invaluable insights on establishing the foundations of digital customer success. Their talk emphasized the iterative nature of creating an exceptional onboarding experience, reminding us that even Rome wasn't built in a day.At Gainsight, we are actively developing a Digital Onboarding experience for our latest product line, Digital Hub. Before diving into the building process, we find it crucial to complete a thorough discovery phase. Engaging with relevant stakeholders and fostering collaboration enables us to deploy digital touchpoints more effectively.For this project, in particular, we asked our stakeholders, three vital questions: What features of the product provide the most value?Understanding which features of our product provide the most value is esse

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brenna.oneill
Bhagi Mundru
Bhagi MundruGainsight Employee ⭐️
posted in Product Experience (PX)
TOTW: Engage Your Audience with URL-specific Content in KC Bot

Greetings!Onboarding new users or educating existing users with the content in the KC Bot can be quite challenging at times especially when there is a vast amount of content to showcase. This overwhelming situation often leads users to miss out on crucial content that could greatly assist them on the current page.How do we solve this?Displaying content specific to each URL in a KC Bot can be a game-changer. And the key to achieving this lies in utilizing recommendations.Let me walk you through a step-by-step guide to setting up recommended content that will keep your audience engaged:Dive into your KC Bot, whether it's an existing one or a new one. Navigate to Content > Recommendations tab > Create. Set the details by selecting the audience for a specific URL. Select and add the captivating content you want to display exclusively on that URL. Turn ON the toggle for the recommended content to be available on the bot Navigate to the Editor and head over to the Onboarding Tab to ena

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Bhagi Mundru
Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Knowing Where A User Is When Feature Is Clicked

We have a feature that is available on all pages. It is the help button that links the user out to our help pages. It would be really nice to know what URLs users are on when they click this button. Giving us insights into what the user might be doing that is causing them to seek help. We have run the Path Analyzer report but this seems a bit sporadic and only lists the features that we have tagged. So it does not specify the exact page that the user was on when they clicked on the help button. We had considered setting up a custom event to send Gainsight additional details about the click event and where the user was at the time. Yet had hoped to do this natively without code change for the custom event.

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Surendra
Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Engagement Needs To be On Specific Page To Start

We have guide engagements that walk a user through a workflow and we want the user to be anywhere in the product when they ask to start the engagement (via KCB), but the walkthrough can really only start once they are on the right page with the available navigation that the engagement it tagged to.The question comes down to: What is best practice for getting the user to the right page?We can’t force them to the page and need them to select the page themselves (they need to select a record that they have access to). Gainsight has a way to tag a URL in a button and inform the user that you are going to take them somewhere but that is not possible for us. We are leaning toward starting the engagement with a small text box in the corner instructing them to navigate to the needed page. Configuring such that the text box is hopefully out of the way of navigation and enable them to navigate while keeping this reminder message on the screen that they need to go to the right page to begin the e

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Surendra
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Tip of the week: Utilize API's to update user preferences and re-subscribe users for emails

Gainsight Rest API’s can help you to update user preferences in the attributes section of User profile.User preferences often include guidedTours, onboardingBot, productUpdates, surveys, trackUsage and trackEmailAnalytics. You can update them manually for each customer or leverage api’s to update multiple at the same time. In the previous article we discussed on how to give end user the option to enable or disable KC bot, but if you would like to manage the same by your end, you can follow the below steps to set ups to get started.If you would like to access rest api’s, you would need create an api key from PX to connect your instance and either get data or update data in PX.  Once you connect your PX instance, you can utilize the update user preferences section page to run the query of updating the users for whom you would need to update.   In the similar way we can also re-subscribe users who unsubscribed for our emails using the similar process. You can see if the user has unsubscri

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Surendra
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Tip of The Week: How to give an option for customers disable KC Bot?

Sometimes we hear feedback from very mature end users or some power users asking, they don’t want the KC bot, but disabling the bot for individual users is time-consuming either by updating user preferences or even updating them from the user's full profile. Here is a way we can provide an option for users where they can handle their user preferences.Step - 1 Create a custom attribute which would be something like a User Bot PreferenceStep - 2Create a guide engagement using the V2 editor, with custom buttonsEngagement about KC botStep - 3 Update custom buttons with action settings as below. So if the user clicks on Disable button it should update the custom attribute created with DisableFor the other button, you can select the same attribute as Enable, it is required if the customer wants to keep the bot in later stages after they disable the bot.As we got the customer intention, now we can implement this in the KC botCustom button to custom attributeStep - 4While adding audience rules

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Surendra
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Product Experience (PX)
🪴 Plant Mom User Proficiency Path Framework

About a year ago, I decided to take up a new hobby- caring for houseplants. I was not blessed with a green thumb and had never been able to keep plants alive before. So, in order to be successful with my new hobby, I had to approach it through thoughtful baby steps. I had to consider what was the most essential skill set to master as a brand new plant parent in order to build the confidence and knowledge necessary to reach peak Plant Mom status. 🌿Think about the end users embarking on a new journey of becoming proficient in your platform. Their experience is not that different from learning a new skill or hobby, like caring for plants. What is the most important thing for users to master as Novice, Intermediate, and Expert users of your product?How do you measure success as users adopt new features? How does the user journey tie into Customer Success metrics? Introducing the User Proficiency Path FrameworkThis workflow exemplifies the beauty of using PX and CS together to meet your Cu

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AngelaBrown
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aravagoContributor ⭐️
asked in Product Experience (PX)
Same directory for Disk queueing for multiple application

Using the C# SDK, and currently working on setting up gainsight px with disk queueing. Would there be an issue if there are 2 application(different API key) using the same DurableQueueDirectoryName?How about 1 application with 2 instances running?

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link_black
link_blackGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Tip of The Week: Combining a Multi-question Survey with an NPS survey in sequence

In Gainsight PX, there is currently no way to either add a standard NPS question to a Multi Question Survey or include additional questions to an NPS Survey. However, you can have one Survey Engagement follow immediately after the other Survey Engagement is completed by using smart Audience Logic configuration settings.Here is an example that you can build yourself or even consider adapting to other scenarios when you need to present multiple, separate PX engagements in a coordinated series. Build your amazing Multi-question Survey … just as you always do. 🙂 Build your NPS Survey In your NPS Survey Audience Logic, include an In App Engagement Rule that requires the Multi Question Survey Engagement to be COMPLETED only “1” time.Here is what it looks like in action …  Pretty cool, huh?Enjoy!   

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mdowney2
AnaCosta
AnaCostaContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
Gainsight Assist - Filter Contacts

 I’d like to know if there is a way in Gainsight Assist  be able to identify parent vs. child records and when multiple records exist with the same name under parent and child. When documenting to the timeline via Gainsight assist  CSMs can't identify which record is the parent and which one is the child, if both records have the same name. I was wondering if there is a way to filter parent and child records, so that when the CSM documents to the Timeline via Gainsight Assist they are assured to be logging under the correct record.Would anyone know if this is possible, or has a similar experience?  Cheers, Ana 

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AnaCosta
shireesha_reddy
shireesha_reddyHelper ⭐️
posted in Product Experience (PX)
Tip of the week: How to Embed Wistia videos into an Engagement

Hi All, I wanted to give a quick explanation of how to embed Wistia videos into an Engagement. Currently in PX Engagements, we can embed Youtube videos directly without changing any code. But if you want to embed Wistia videos, you need to use the following code: CODE: <iframe src="//fast.wistia.net/embed/iframe/{!video ID}" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" allowfullscreen="" mozallowfullscreen="" webkitallowfullscreen="" oallowfullscreen="" msallowfullscreen="" width="620" height="349"></iframe> If you are using Wistia video, make sure to use the src = "//fast.wistia.net/embed/iframe/{!video ID}" If you embed the direct code from Wistia, it will display an error.   I hope this is helpful, but please keep your product feedback and Community posts coming!   Thanks, Shireesha   ​  

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Bhagi Mundru
rschlette
rschletteHelper ⭐️⭐️⭐️
posted in Product Experience (PX)
Configure Data Loader for PX Subscriptions Hosted in EU

This article will explain how to configure the Gainsight PX Data Loader tool to work with PX subscriptions hosted in the EU data center.How do I know if my PX subscription is hosted in the EU data center?If you access the PX UI via a url with the app-eu subdomain (https://app-eu.aptrinsic.com/), that PX subscription is hosted in the EU data center. That means you’ll need to use the https://api-eu.aptrinsic.com/v1 endpoint when using the PX REST API, and you’ll need to configure Data Loader to use an EU endpoint as well. Configuring Data Loader to Use the EU EndpointData Loader includes a config.json file that sets properties like apiKey and fieldMapping. One property that is not included in the template config.json file is “dataCenter”. If not explicitly set, this property defaults to the US data center. In the default state, if a user tries to connect Data Loader to an EU-hosted subscription, they will see the error “Unable to login to PX, validate API key”.To set the dataCenter param

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rschlette
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lpiconeHelper ⭐️⭐️
asked in Product Experience (PX)
Engagement Lifecycle: How do you manage your active onboarding engagement as your product UI changes

Scenario: We are iterating on a page in our product.We currently have a page specific on-boarding engagement running.The Audience rule will not be updated so we will continue to automatically trigger for net new users, but anyone can re-run the engagement from the KBbot.Question: I am interested in understanding how your organization handles these scenarios.My objective is to begin to teach the organization good engagement hygiene, so I naturally lean towards B - but I wanted to make sure that I wasn’t over-engineering the process. A - do you just update the current engagement (lowest risk, easier)B - do you create a new engagement, adding in an exclusion for the previous engagement (to keep the numbers clean).C - it just depends, does anyone else but me (in our org) want separate numbers, etc.

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sairam kidambiContributor ⭐️
asked in Product Experience (PX)
Need to track close icon click of a tooltip

Hi All, I’m new GainSight and created an engagement of where show a tooltip. I have got analytics for how many users have seen the tooltip(with close icon) but what I need is, is there any way to get to know how many users have clicked on the close icon of tooltip? Any help would be appreciated! Thanks

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efinchHelper ⭐️
asked in Product Experience (PX)
Gainsight PX REST API Error

I am using the Gainsight PX REST Api’s for the first time, and I am getting back an unsuccessful response code.  Any guidance on what would be the cause of this?  Is it a matter of an invalid api key or what? Response Code: 405 (Method Not Allowed)HttpMethod: PutApi: https://api.aptrinsic.com/v1/users/

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Snigdha Adiraju
Snigdha AdirajuGainsight Employee ⭐️
posted in Product Experience (PX)
The Secret to Driving Feature Adoption: How Adobe Increased Feature Utilization by 24% and Achieved Feature Conversion Rates of 58%

In-product guidance is essential to assisting clients in achieving product success. However, it is insufficient to construct a guide solely with the hope that it will influence adoption.How can we take these in-app experiences to the next level in order to ensure timely and pertinent guidance to increase adoption? Adobe Commerce partnered with Gainsight PX and overcame this obstacle by integrating a nurture strategy with in-product guides, leading to skyrocketing feature adoption metrics.🎉Adobe Commerce's in-product guide nurture strategy increased feature utilization by 24%. After integrating in-product guide nurture in Adobe Commerce, the team saw a 58% first-time feature conversion rate for guide completers. View the recording, to understand how Adobe Increased Feature Utilization by 24% and Achieved Feature Conversion Rates of 58% in our upcoming spotlight! 🌟 Recording Link 🌟   

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Snigdha Adiraju

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