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Product Experience (PX)

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

  • 875 Topics
  • 1,728 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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875 Topics
Stuart
StuartHelper ⭐️⭐️
asked in Product Experience (PX)
PX: Reporting using Global Context values

Hey Folks, Similar to the use case set out in the support docs here PX is collecting data on which project a user is working on at any time. I’m looking to use query builder to show # projects viewed/used by unique User Account  The output i’m looking for is a number per user/account; for example User X has viewed/used Y number of Projects in Z timeframe The Users in Account A have collectively viewed/used B number of Projects in C timeframe. I’m unable to get query builder to group the results in the desired way.  Any thoughts on if this is possible, and if so, how I’d need to configure QB? Thanks! 🙌🏻 

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Stuart
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gloriamavunguGainsight Employee ⭐️
posted in Product Experience (PX)
How To Improve Customer Retention With Gainsight PX

As you're well aware, anytime a user becomes inactive, it can make you question why. Why did this happen? Did I do enough? Is the issue my product? Whatever questions might pop into your head, it's vital to remember even if all seems lost. There's still a chance you can still revive this dead-end relationship. And don't worry; you're in luck. You don't have to do it alone!Gainsight PX is your secret weapon for increasing customer retention. Our platform is packed with tools such as our Retention Analysis and Feature Adoption reports to help you build a strategy to re-engage with inactive customers. RETENTION ANALYSIS   Our Retention Analysis report lets you analyze your best and worst cohort groups. In addition, it allows you to measure the stickiness of your product over a given period. For example, your ideal user retention graph should look like a smile (curves back up) as customers increase their usage over time.  Pro Tip: The SaaS benchmark for retention is 30%. You should aim for

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JayS
JaySHelper ⭐️
asked in Product Experience (PX)
Insert default if PX token is blank/null? (e.g. {{user.FirstName}})

If I use the token for user first name {{user.FirstName}} in an engagement or email, what happens if the field is blank/null? Can I insert a default if it is? If my first name is populated, the email would show “Dear Jay,”If my first name is blank/null, the email would show “Dear Valued Customer,” Also, is there any way to insert a default if the data is bad/incorrect? For example, some of the first name fields I’m seeing have “FirstName”, “??”, etc.

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slevin37Contributor ⭐️
asked in Product Experience (PX)
Multiple events to a feature

Hi All,  Im working through product Mapping and have 3 different product types that share many of the same UI elements and CSS fpr their sites, but are tracked separately. I believe the best course of action to be able to track usage of them is to create separate modules for each, but im having trouble delineating between the three products.  Is it possible to add a UI Text match event AND a UI Element match for different elements in one feature? I.e. “Button Clicked” AND “Badge” = Product 1? Or when you add multiple events to a feature, is it by default “OR” logic? Thanks for any guidance!

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heilun
heilunContributor ⭐️⭐️
asked in Product Experience (PX)
Best way to track customers that came back after they churned. (Boomerang Customers)

I am experiencing customers coming back and don't know how to track them in the future as we scale. Anyone know if there is a good way to do this?

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JPKelliher
JPKelliherContributor ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Updating User Records to clear values to Null

Does anyone know how to enter a null value into a user field using the API?This adds a space to the user record’s firstName field.{"firstName": " ", "lastName": "Smith"}This does not update the field at all.{"firstName": "", "lastName": "Smith"}This too does not update the field at all.{"firstName": null, "lastName": "Smith"} And this makes the first name actually read [null]{"firstName": "null", "lastName": "Smith"} 

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JPKelliher
dileepnalla
dileepnallaGainsight Employee ⭐️⭐️
asked in Product Experience (PX)
How to launch Zendesk chat using KC Bot (Gainsight PX) on my web application?

Hello All, Use case: How can I launch Zendesk chat bot on my web based application to interact with our support team without visiting to support website. Advantages:Engaging the users to stay with in the web application while submitting queries. Customer Satisfaction by preventing users to visit multiple websites. In-app support experience, and many more…Solution:Gainsight PX has a unique feature of integrating the Zendesk Chat bot with in KC Bot. Weblinks feature in KC Bot brings in the capability to invoke JavaScript functions defined in customer applications as links in the Knowledge Center Bot which allows more flexibility. Live Demo: Zendesk chat bot implementation video Screenshot: 

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dileepnalla
ArthurVV
ArthurVVContributor ⭐️⭐️
asked in Product Experience (PX)
Is it possible to set a max height for a dialog engagement and add a scrollbar?

I’m exploring using engagements for release notes with dialogs that are opened from the KC bot. If I include rich content like images or videos in these dialogs they can end up extending outside the height of the screen. Is there a way to configure a dialog to have an absolute or relative(e.g. 80%) max height and add a scrollbar if the content is taller than this?

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mmarques
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Anonymous
asked in Product Experience (PX)
Pragma Edge - FileGPS - End-to-End File Monitoring

FileGPS provides enterprise-wide file/transaction monitoring across any application. Many organizations utilize file transfers as a means of communication between B2B partners or between application to application integration; due to various applications involved in handling the end to end process integration, the end to end visibility of the transactions/files are lost, which causes inefficiencies and missed SLA. FileGPS provides the ability to provide enterprise-wide end to end file/transaction monitoring that can track SLA and key events in the processing of the files/transactions. About Pragma Edge INC. Pragma Edge is a software, SaaS, and consulting services company that drives digitization data integration and process automation. We are one of the fastest-growing companies in the United States. We are achieving this growth by helping our customers to achieve their goals, delivering innovation, collaboration, and agility with solutions and services that improve their bottom line a

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Anonymous
posted in Product Experience (PX)
Pragma Edge Jarvis Monitoring Tool - PJM

IBM Sterling B2B Integrator , IBM Sterling File Gateway, Connect Direct Monitoring Tool Pragma Edge Jarvis Monitoring tool (Jarvis) provides integrated monitoring and altering capabilities for IBM Sterling B2B Integrator/IBM Sterling File Gateway platforms. Jarvis check and alerts on: System Health Application Health Application Logs Cloud Logs Reduce your operational cost of IBM Sterling B2B and MFT platform by centralised monitoring and alerts  About Pragma Edge INC. Pragma Edge is a software, SaaS, and consulting services company that drives digitization data integration and process automation. We are one of the fastest-growing companies in the United States. We are achieving this growth by helping our customers to achieve their goals, delivering innovation, collaboration, and agility with solutions and services that improve their bottom line and business operations. We are a team of "Does and Thinkers" who take a pragmatic approach addressing the needs of our customers. Learn

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JayS
JaySHelper ⭐️
asked in Product Experience (PX)
Adding engagement label while creating/editing

I’m not sure if this is a question or an idea. Is there a way to edit/add labels while creating/editing an engagement in PX? The only place I have found so far, is in the engagements list. The image shows where I can find the engagement labels. I think it would make sense to be able to add/edit labels while working on an engagement; in the Editor? Maybe Settings? 

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MelContributor ⭐️⭐️
asked in Product Experience (PX)
PX - NPS survey analytics

Can someone confirmIf the number of Views is unique per user or not?What the trend (red %) compares, 1st to last day of the period being viewed?  

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michael_sweeney
michael_sweeneyHelper ⭐️
published in Product Experience (PX)
Question of the Week: Can we restrict the Knowledge Bot to specific pages of the application?

Hey Guys this question came up the other day and we decided we should share it here. There is a configuration in the KCB editor that will let you configure what pages you would like to show the Bot Bubble as well as pages you would like to exclude. Hope this clears up any confusion in the future. Thanks, PX Support Team

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lpiconeHelper ⭐️⭐️
asked in Product Experience (PX)
SDK - Custom DOM - Backfill

We added a custom DOM attribute to Gainsight PX  for click tracking: data-pxI added data-px and data-px* because we were going back and forth on the final value. We settled on data-px but both values have been added to all SDK Settings pages. Do I have the wrong backfill assumption on how adding data-px should work?My assumption: Because we can backfill class and id items (auto-tracked), we would also be able to backfill data-px values In my mind backfill would function the same, permitting the engineers to be moving faster than the product mapper people, but not losing the data-px values because we can backfill to populate as we progress. My questions: After implementing it seems to me that backfill is only available for the 2 default values. Is backfill only available for the default tracked values? Have I caused a conflict by having two similar values configured? Thank you!Leah

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Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Theme of the month : Retention
Theme of the month : RetentionBlog

  A day in SaaS company will not conclude without listening to the term “Retention” . It’s like you work day and night to build features that retain, communications that retain, and support that retains.  Every team in the organisation works for the same goal: Retention. No wonder why retention has got all that attention!  According to Bain and Co., a 5% increase in customer retention can increase a company's profitability by 75% So why lose when you can just retain?? Well, that’s not as easy as it seems. We need to know the features that retain; We need to know that nurturing engagements that retain. We need to understand what features the well-retaining cohort is using to make sure we guide all other users toward similar journeys.  This month, we will cover all that for your in powered packed hands-on sessions with our subject matter experts at PX.  So please pay close attention and enroll to these sessions, so you don’t miss anything on making the most out of the retention analysis

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Sruthimalla
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Saurabh MehtaContributor ⭐️
asked in Product Experience (PX)
API for publishing Knowledge center articles

Hi Experts,We need to automate the process of publishing “Knowledge Center Articles”. I could find the APIs for START / PAUSE engagements but couldn’t find anything for KC articles.Is there any way to automate the publishing process using API or some other mechanism?Appreciate your inputs. Best regards,Saurabh

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cterry_cpaglobalContributor ⭐️
asked in Product Experience (PX)
can a response to a survey question trigger a mandatory question?

We have a required question in a survey that has 5 selectable responses:Very Easy Easy Neither Easy nor Difficult Difficult Very DifficultIf the user selects either “Difficult” or “Very Difficult” we would like to trigger a specific, “required” question that is not visible unless the user selects difficult or very difficult, is this possible? 

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aharkut
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Product Experience (PX)
Gainsight PX In-Person Training Opportunity
Gainsight PX In-Person Training Opportunity

On August 16 in San Francisco, the day before Gainsight’s Pulse conference, you’re invited to join us for an in-person day-long workshop focused on Driving Product Adoption and Prioritizing Your Roadmap for Growth Using Gainsight PX.Join Gainsight’s PX team, including @harshibanka @mickey @link_black @broghanzwack @ophirsw and more, for an exciting hands-on workshop focused on giving you the tools to build a data-driven roadmap, successful user enablement / onboarding experiences, and an engaging product release experience. Guest speakers will also share best practices to orchestrate a successful end to end customer journey through cross-functional collaboration. Seats are limited to maintain a highly interactive and hands-on training experience!Session Details: How Product and Customer Success Teams will Collaborate to Drive Value A few special guest speakers will kick off the day with an exciting conversation about the future role and influence that growth oriented product managers w

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lila_meyer
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Syed Mohd RazaContributor ⭐️
asked in Product Experience (PX)
PX Certification

Hi @svictor & @lila_meyerHope you are doing well. Do we have any certification available for PX? Thanks 

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lila_meyer
anirbandutta
anirbanduttaExpert ⭐️
published in Product Experience (PX)
The 2022 Product Led Growth Index
The 2022 Product Led Growth IndexBlog

From the PLG report“In terms of both investment and implementation, an overwhelming majority of companies are committed to PLG. It’s clear companies understand that in order to reach their revenue goals, the focus must be on ways to use the product to improve the customer experience.”- Gainsight PX Founder and CTO, @mickey AlonHear him spell out some of the highlights, here Download the report hereand let us know your thoughts in the comments below.

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anirbandutta
Sania Ahmed
Sania AhmedHelper ⭐️
posted in Product Experience (PX)
📢 List of Articles from PX May 2022 Release

The PX Release Notes May 2022  is now available for EU and US customers. Check out this video (no voice) for a quick glance.  As part of this release, we have updated multiple documents. A few important articles are listed below. List of Articles Analytics  Accounts and Audience Explorer Query Builder Funnels Dashboards Configure PX Dashboards Engagements Use Multi Question Survey Overview of Survey Engagements Anatomy of engagements Audience Selection (Engagements) Knowledge Center Bot Knowledge Center Bot Mobile Gainsight PX Hybrid Mobile SDK Product Mapper Instrument Your Product Using Product Mapper   ***Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @anirbandutta @minh_phan @neelam_mukherjee @Divya @Adrian Raposo @skalle @Chandu @aharkut @dstokowski @mickey @harshibanka 

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Sania Ahmed
lauroxx
lauroxxContributor ⭐️
posted in Product Experience (PX)
BUG: New user profile environment filter uses wrong environment names

When using the new enhanced user profile, the environment filter for activities uses the default gainsight environment names instead of the environment names assigned within the Administration > Products section. Have already submitted a support ticket but unsure how quickly that reaches devs or if there’s a triage process where the support center must first contact the customer to make sure it isn’t user error.Mainly posting here as well for visibility. If I get updates on the support ticket before this post then I’ll update accordingly.If you know the key for the environment you want to filter for then refer to the table below for the default gainsight environment name (although for our use case it’d be nice if you could select all environments. Might check if someone has put in a feature request for that yet)tag key Environment Name *** Production ***-2 Stage ***-3 QA ***-4 Integration

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carol.hutchinsonContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
Why can't you change the text colour and text for the Contact Me option on Surveys?

We wanted to use a coloured or dark background colour for our Surveys to help them stand out against white backgrounds in our UI. If we select the Contact Me option from Settings, we can’t change the colour of the text therefore it can’t be seen.We reviewed all the settings and the CSS but have been unable to edit the colour of the text. Is there a way to do this? It would also be useful to be able to amend the text. Depending on the survey type, the wording for this option doesn’t always meet with requirements our Data Protection and Compliance department advise we must display. It’d be great if both these suggestions could be considered as enhancements for all survey types.

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lpiconeHelper ⭐️⭐️
asked in Product Experience (PX)
Possible to present KB or Guidance from within Microsoft Online Add-in

We have both a MS Word Online and Google Doc plug-in companion with our marquee product suites.Is it possible or has anyone successfully presented In-App guidance in this scenario? I am just learning about this configuration so not entirely sure of the setup, etc.

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Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX - Theme Of The Month : Surveys

  A sizzling January : Recordings of what made it great to the end of this post!“The answers are all out there. We just need to ask the right questions” - Oscar Wilde.We did ask all our past office hour attendees what kind of sessions would be helpful for them. Based on the responses this month, we came up with our new theme - the qualitative aspect of user experience research via “Surveys.”In SaaS, We build products from scratch , validate the product-market fit and then see customers and opportunities coming from different parts of the world. The urge to satisfy every customer is natural but not realistic. Prioritisation plays an important role, and user experience analysis paves the way towards what is essential and good to have in the product. While using the product,  the user’s emotions make them retain or churn in the long term. These emotions have to be captured at each crucial stage of the customer journey, and the business owners should understand the highs and lows of the us

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Sruthimalla

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