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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
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
posted in Product Experience (PX)
Users drop off when they need to take an action

About 1 month ago, we launched our first in-app guides. Looking at the engagement analytics, it appears that all goes well as long as users can just click a "Next" button. When they are asked to click a button in the app or take a (simple) action to proceed to the next step, about all of them seem to drop off the tour. Did anyone experience anything similar? Are there any guidelines or best practices to overcome this?

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Jef Vanlaer
5 years ago
alextran
alextranHelper ⭐️⭐️
posted in Product Experience (PX)
Announcing PX Office Hours!

Hi everyone! We are announcing the launch of PX Office Hours to better serve our customers and be more available for you! This will be similar to webinar-format, where you come with your questions. The goals of office hours are to: Help you become well-equipped with best practices and product knowledge Answer any how-to, strategic questions you may have Meet and learn from your fellow PX customers This will start bi-weekly in December and January, and weekly thereafter. They will be interactive sessions including two members of the Gainsight PX Customer Success team facilitating.   Please submit your questions below as replies to this post, and we'll address them during our session, or join the meeting.   The FIRST session will be held on: Tuesday • Dec 10, 2019 9 am PT   / 10 am MT / 11 am CT  / 12 pm ET   Please register for PX Office Hours on December 10th at: https://attendee.gotowebinar.com/rt/5988471792135713036 After registering, you will receive a confirmation email containing

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alextran
5 years ago
harshibanka
harshibankaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Good Read: How to find, buy, and implement the right tools for your growing business

One of our PX Customers - Al Bsharah, VP of Product Strategy @ Seismic shared on Medium the process he follows in finding, buying the implementing the right tools in his 20 years of tech experience. The key take-aways, to read more, you can visit this link: Commit to your process, until the tool is absolutely necessary Select and commit to the tool evaluation process Build a shortlist and dig into the technologies Decide on — and commit to — the tool that wins Being one of Al’s vendors, we clearly passed this test of his ;) thanks for acknowledging Gainsight!

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harshibanka
5 years ago
harshibanka
harshibankaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
The Ultimate List of Product Management Resources

One Stop Shop for all Product Managers interested in reading/learning/staying up-to-date : https://www.gainsight.com/blog/the-ultimate-list-of-product-management-resources-books-blogs-and-more/

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harshibanka
5 years ago
cfetter
cfetterContributor ⭐️
posted in Product Experience (PX)
How to Know If Your Product Instrumentation is Out of Date

I was reviewing Gainsight blog content and came across this great piece from our VP of Growth, Travis Kaufman. Posted last month, but give it a read if you haven’t checked it out yet. https://www.gainsight.com/blog/how-to-know-if-your-product-instrumentation-is-out-of-date/  

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harshibanka
5 years ago
julie_pinto
julie_pintoContributor ⭐️⭐️⭐️⭐️
posted in Product Experience (PX)
How to prioritize product areas to improve for new users

I have a relatively simple use case to share. It seems obvious, but we hadn’t yet used PX analytics this way, so I thought I’d share! Every quarter, our product team has many features/improvements they could work on, but it’s not exactly simple for our customer success team to prioritize which ones are important to current users. (I’m sure no one can relate to that, right?!)  One of our goals is to increase user retention after the first visit. It’s important to delight the user during those first few visits!  So I took the liberty of surfacing the top features that new users engage in during their first ~30 days. My thought was that if we can identify which features new users commonly engage in during their first visits, we can effectively justify investing development time into wow-ing them  Question: Among a cohort of new users, which features were used the most and how often?Here’s what I did: Analytics > Features > AdoptionMeasure by Events > Grouped by Features Filter: U

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harshibanka
5 years ago
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sai_girishContributor ⭐️⭐️
asked in Product Experience (PX)
Implementing the website PX tag

Currently in the process of getting PX implemented on our marketing website. I’m slightly confused about how to effectively visualise it on the PX UI.1. If I wanted to filter leads or users who viewed specific pages how would I do that?2. If I wanted to track leads or users from a particular source based on custom events I’m sending how would I do that.Would love to hear from anyone who’s done it before or any other help would be much appreciated 🙌🏽

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harshibanka
5 years ago
lesliediephuis
lesliediephuisContributor ⭐️⭐️⭐️
posted in Product Experience (PX)
Tip of the Week: Using AND/OR logic with Product Mapper Rules

In the November Release notes (which has some exciting updates!), we now have the ability to use AND / OR logic between multiple Rules in Product Mapper. Implement Logic Between Multiple Rules: You now have the ability to implement AND/OR logic between multiple rules. Previously, when you used multiple rules for a feature, the OR logic was applied by default. This setting could not be changed, However, with this feature you can now change the default OR logic to AND logic.Check it out here!

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lesliediephuis
5 years ago
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oskarmelkingContributor ⭐️⭐️
asked in Product Experience (PX)
How does the Engagement exclusion targeting filter work?

 I cannot figure out how this filter works. I simply want to exclude anyone who was in the Dormant Reactivation #5 campaign, but find it impossible to understand this filter. Is it: Not in > in: sent > is set Not in > not in: sent > is not set Etc? So many many possibilities but no one makes sense to me.   

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O
5 years ago
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acheslowContributor ⭐️
asked in Product Experience (PX)
Browser usage widget not counting IE ?

The browser usage widget on our dashboard is only showing Chrome, Edge, Firefox, Safari, and Opera. There is no listing for Internet Explorer even though Google Analytics shows it makes up almost 5% of pageviews. Is there a way to determine whether IE users are not being tracked in PX, or if PX is just not reporting the browser usage correctly? 

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christopher_sanderson
5 years ago
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mhsilverContributor ⭐️
asked in Product Experience (PX)
Mapping Account Settings from Product to PX.

Each account in our product receives a variety of account configurations by way of check boxes (see below). How can we go about mapping TRUE/FALSE for each of the components in our product back to PX per account? We’d like to measure adoption and send engagements based on these account permissions which would be ideal to have in PX. Thanks!

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link_black
5 years ago
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SatwikContributor ⭐️
asked in Product Experience (PX)
How to fetch insights from Gainsight PX to Salesforce?

Gainsight is integrated with our Web Application. I want to fetch all the insights regarding the user usage/scorecards etc from Gainsight PX to the Salesforce account. I’d like to know the best way to go about it. 

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link_black
5 years ago
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shushuyContributor ⭐️
asked in Product Experience (PX)
Feature Request: Ability to stop gainsight

I've tried different ways to stop Gainsight PX tracking because right now the data we are gathering for a few scenarios is not accurate. Is it possible to request a way to stop Gainsight PX to send all kind of information?

1290
link_black
5 years ago
alb
albContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Is Query Builder limited to returning only 10 rows?

I can't for the life of me figure out how to get more than 10 rows out of Query Builder. We're trying to get a list of all of our accounts that have activity in APAC, but I can never get more than 10 rows to show on the interface. I also don't see a way export raw data. Hope I'm missing something?

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lila_meyer
5 years ago
link_black
link_blackGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Which of these integrations are you taking advantage of?

Gainsight PX → Other Applications: Gainsight CS: Gainsight PX can automatically pass usage data to your Gainsight instance to empower Gainsight users to build best-in-class account health score and as an input for relevant CTA's Zendesk: Zendesk users are able to see what the user associated with the Zendesk ticket was last doing on the application with PX tag installed. Zendesk makes a call to PX to gather the last user activity belonging to a ticket you're looking at. AWS S3 Export: When a connection to your S3 bucket is configured, Gainsight PX will periodically export user, account, and event data rollups to the S3 bucket in the format (JSON, XML or CSV) you choose Slack: When a connection to Slack is configured, Gainsight PX periodically sends the information about new User Sign-up, Email Engagement, Survey Completed, Feedback received, and Engagement Management Other Applications → Gainsight PX Google Tag Manager: This configuration is for thos

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B
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Product Experience (PX)
Highlighting Best Practices in PX Engagements

We love to hear how customers are using our products to solve business challenges! To encourage you all to share your learnings and successes, we're selecting one Community post each month to highlight directly in an engagement for our PX users.  A few weeks ago, we setup the above engagement to highlight a post about how to create rotating PX dashboards and display them on a monitor in your office. It's awesome to see your creative and innovative ideas and to share them with your peers! So, start thinking about a PX best practice or success story that you can post here in the Community, and you might just see your article displayed in a future engagement!  

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lila_meyer
5 years ago
julie_pinto
julie_pintoContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Question / Possible Feature Request: Does sharing PX reports deliver an email notification?

When you create + share a report, does the recipient get an email notification? An Account Manager wanted to know whether a new client had been using our product recently. I created this report to get her started and “shared” it with her. I thought she might get an email after I shared it with her, but she said she didn’t receive anything. I ended up directing her to this section within the reporting, where she found the report.  Is that expected behavior? If so, I’d like to submit a feature request for an email notification to be sent when a report is initially shared. My main driver is that this function would help broaden adoption of PX with stakeholders who may need some help getting started.

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julie_pinto
5 years ago
michael_sweeney
michael_sweeneyHelper ⭐️
posted in Product Experience (PX)
Question of the Week: Why do I see "Other" when reviewing my Path Analyzer?

 In Path Analyzer you will see the 10 features. The top 9 and all other features are grouped together as “OTHER”. Meaning if from Feature A -> users tend to go to 100 different features. You will see the 9 most common features on the screen explicitly, and all other 91 less common features will be grouped as "others".   Hope this helps,PX SUpport

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michael_sweeney
5 years ago
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mhsilverContributor ⭐️
asked in Product Experience (PX)
PX & SFDC Integration - User Flow Strategy

Challenge/Background:We have Opportunity records in Salesforce with lead contacts types that then turn into normal contact types once the Opportunity is Closed-Won. Those contacts then get created in our SaaS product which get pushed to PX. In addition to the core contacts from our Salesforce Opp records, we have new contacts created in our SaaS Product, but are not accounted for in SalesForce yet -- which is problematic. Open Questions:Can we create a new user in our SaaS product, push it to PX, then push the record from PX to SFDC if there’s no record yet in SFDC? I can see with the SFDC<>PX Integration, there’s push/pull options for various fields, but is this possible if the user record only lives in PX and not SFDC? What is the best way to ensure all users in PX match in Salesforce?

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christopher_sanderson
5 years ago
alextran
alextranHelper ⭐️⭐️
published in Product Experience (PX)
Tip of the Week: Viewing Trending NPS for Accounts

Interested in viewing NPS trends over time for specific accounts? You're in luck! In order to view NPS trend, navigate to Analytics > Survey Performance > Select the specific survey you want to view trending NPS for. Click 'Show By' 'Overview' > Filter by the account on the right-hand side. By now, you should be seeing an overview of your account's NPS. The last tile as shown below provides the NPS trend. The slanted lines show the ups and downs by date.

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alextran
5 years ago
O
oskarmelkingContributor ⭐️⭐️
asked in Product Experience (PX)
Comma separator for numeric value tokens in engagements

Hi all - I am trying to create a comma separator format for numeric values that I am putting into engagements using tokens. When I put our current numeric values from custom account/user attributes into a engagement, the standard format is XXXX.0 (E.g. "You have collected 1043.0 emails with our platform). I want a way to automatically show the format with comma separators - X,XXX instead of XXXX.0 (e.g. "You have collected 1,043 emails with our platform"). Currently to remove the decimals we convert the custom attribute to a text field and send over "XXXX" (e.g. 1043), but haven't figured out how to do the comma separator. My BI guy is saying that we can't put commas in the format as commas are used to load the data format. How can we solve this issue? Below is an example. The example tag we use is {{Account.EmailsCollectedLast31Days|}}. When we convert the data attribute to text, we are able to get rid of the decimal, but we can't get the co

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harshibanka
5 years ago
julie_pinto
julie_pintoContributor ⭐️⭐️⭐️⭐️
published in Product Experience (PX)
How we could help our non-data-fiend friends :)

Good news and bad news. Good news: One of my non-data-fiend colleagues pulled her own report in GPX without my help following these instructions! Bad news: This community site crashed while I was writing this and I lost my whole post. Lucky for you, I used this opportunity to simplify it. My colleague was very excited to find the information she was looking for on her own! Based on how she described the process, I have some feedback for how PX could help users who don't love to hang out in data tools all day long 🙂 What I noticed is that while she eventually figured it out, she got confused on the best order to configure reports. There are so many "knobs and levers" that she would get lost in the process. It made me wonder: Could PX (through user docs, engagements, the Knowledge Center, etc) be more prescriptive when it comes to the recommended order of configuring reports? One simplified recommended order could be: When? What? What data do you

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julie_pinto
5 years ago
julie_pinto
julie_pintoContributor ⭐️⭐️⭐️⭐️
published in Product Experience (PX)
Keeping a Pulse on Newly Released Features

A few weeks ago, we did a soft launch of a new flagship feature. I made (you guessed it) a custom dashboard to keep some tabs on it and determine if users were organically discovering it. Earlier this week, we presented the feature at a partner's conference for their users. It occurred to me that I could take the same custom dashboard and add a widget filtering down to that partner to see our conference presentation's impact on usage. The blue arrows indicate when we presented the feature. As you can see, there's a clear jump in feature usage right away! On another note, a use case for a feature-focused custom dashboard would be to do the following: Release new feature Create A/B testing groups (this would probably have to be done on an account level, as you can't filter by segment) Create custom dashboard with widgets measuring the usage of new features, with each widget filtering down to a testing group Let the feature run to measure orga

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julie_pinto
5 years ago
T
tmartin2126Contributor ⭐️
published in Product Experience (PX)
How to Improve Your Product with Customer Feedback You Already Have

Thursday, October 17 | 11:00 a.m. PT (2:00 p.m. ET) https://www.gainsight.com/event/how-to-improve-product-with-customer-feedback-you-already-have/ You want to build a product your customers love. Luckily, they're eager to tell you exactly what they desire. But if that’s the case, how come so many products aren’t keeping up with customer needs? There’s a fundamental gap between the collection of customer feedback and product roadmap development. Most companies have a ton of valuable sentiment data at their disposal just collecting dust! Join Andrej Danko, VP of Product at productboard, and Travis Kaufman, VP of Product Growth at Gainsight, as they share how you can maximize the value of feedback. They'll take you on a journey following customer feedback from submission to creation as a new product enhancement. In this webinar, you'll learn: Properly collect and prioritize customer feedback. Perfect the handoff of feedback. Incorporate feedback into your product ro

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harshibanka
5 years ago
lesliediephuis
lesliediephuisContributor ⭐️⭐️⭐️
published in Product Experience (PX)
Tip of the Week: Embedding a video from Google Drive in an Engagement

I had a customer that wanted to embed their onboarding videos from Google Drive into an In-App Engagement. Here are the steps I provided them: Prerequisites   The file can be any video type but must be under 10MB You need to set your Google Drive share permissions for the file so that your users will be able to see the video. Steps:   Open the video from GDrive (which will by default provide a Preview of the video). From the top right corner menu select Open in new window. Once opened in the new window select the menu again from the top right corner and choose Embed item... Copy the Embedded Item Code into your clipboard Click on the Code View icon from the engagement editor pane, and paste the code into the location where you want the video. In the example below, the video will be at the top of the dialog window. (optional) adjust the width and height in the inserted code. Unselect the Code View icon to see the results:

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neil_james_reviewpro
5 years ago

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