Skip to main content

Product Experience (PX)

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

  • 701 Topics
  • 1,409 Replies
701 Topics
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX Crank Up Recap - Mastering Retention: Harnessing the Power of NPS for Long-Term Success

Navigating the complex waters of today's business environment, customer retention stands out not merely as an objective but as a crucial element that defines the success and sustainability of enterprises. Gainsight PX's recent webinar illuminated several effective strategies that organizations can employ to transform customer feedback into retention triumphs. Here’s an exploration of the pivotal insights shared during the webinar and practical approaches businesses can adopt to weave these strategies into their operational tapestry. Leveraging Net Promoter Score (NPS) for Customer AdvocacyThe Net Promoter Score (NPS) remains a stalwart in measuring customer satisfaction and predicting business growth. NPS isn't just a metric; it's a prophecy indicating the likelihood of your customers promoting your brand. Gainsight's strategy revolves around harnessing NPS to cultivate a robust customer advocacy program. By segmenting customers based on their NPS responses, companies can identify pote

300
Surendra
4 months ago
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX Crank up Recap - PLGify Your Business: Unleashing User-Centric Growth Strategies

In a landscape driven by rapid technological advancement and shifting consumer preferences, maintaining a product-led growth (PLG) approach has become essential for businesses aiming to stay ahead. The recent Gainsight PX webinar, "PLGify Your Business: Unleashing the Power of User-Centric Growth," provided a comprehensive exploration of innovative strategies that leverage user feedback and behavior to drive growth. Below, we delve into the actionable strategies presented during the webinar, offering businesses insights into harnessing these approaches for their growth agendas. Mastering Experimentation to Propel GrowthExperimentation is the cornerstone of a successful PLG strategy. It involves testing variations in the product or user experience to enhance key metrics such as engagement and retention. Gainsight emphasizes a structured approach to experimentation:Define Clear Goals and Metrics: Begin with precise goals aligned with broader business objectives. Segment and Hypothesize:

190
Surendra
4 months ago
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX Crank Up Recap - Unlocking Your Product's Power: A Guide To User Adoption

In this webinar hosted by Gainsight, @gloriamavungu and I delved into the intricacies of boosting product adoption through effective user engagement strategies. This post outlines the key topics and insights from the webinar, designed to help product managers and customer success teams maximize the potential of their products. Understanding Adoption & Key FeaturesFeature Adoption is the cornerstone of successful product usage. Identifying and tracking the key features that drive user engagement and deliver value is essential. This involves understanding which features are most utilized and which ones need improvement. The webinar emphasized the importance of continuous monitoring and refining features based on user feedback and engagement data. Product-Led Growth: Optimizing the Customer Journey : Product-led growth (PLG) focuses on optimizing the entire customer journey, from onboarding to growth. The key stages highlighted include:Onboarding: Providing a seamless onboarding exper

270
Surendra
4 months ago
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX Crank Up Recap - Master Churn Prediction and Prevention with Gainsight PX

In today's competitive market, understanding and preventing user churn is critical for sustained growth and customer retention. The recent Gainsight PX webinar titled "Mastering Churn Prediction and Prevention" @gloriamavungu and I provide valuable insights and actionable strategies to address these challenges. Here's a detailed overview of the key topics covered in the webinar. Understanding User ChurnUser churn, the rate at which customers stop using a product or service, is a crucial metric for any business. High churn rates can lead to significant revenue losses and signal underlying issues with product quality, user experience, or customer support. Understanding churn helps businesses allocate resources effectively, improve product offerings, and engage proactively with customers to build a loyal user base.The Importance of Predicting User ChurnFinancial Impact: Reducing churn is more cost-effective than acquiring new customers. Customer Satisfaction: Identifying churn drivers can

590
Surendra
4 months ago
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Back to Basics - Engagements - Audience rules

When we start setting up engagements, audience rules plays a major role in making your engagement a success. We often hear new users trying to setup engagements and not sure if they are targeting the right audience. We have launched Preview audience to make sure you know whom you are targeting, but still need help, here are some examples and use cases. This post is around taking advantage of default attributes by PX, you can always take advantage of custom attributes to segment customers more easily.Lengthy post coming through! Audience logic examples and use cases:Excluding certain users from the engagement audience. You can achieve this by either using user email not-contains xyz.com, or account name not-contains xyz Example cases - * Email “not contains” @gainsight.com - Remove gainsight users using email* Account name “not contains” Gainsight - Remove Gainsight using the account name* While testing an engagement, you can add email is your email in audience logic so only you can see

2594
Surendra
4 months ago
S
sasharmaContributor ⭐️
asked in Product Experience (PX)
Unable to tag options in a menu/dropdown

There is an option menu and when user clicks on it, it shows two options for example: edit and delete. I’m unable to tag these options using Gainsight. Can anyone please suggest a way to do this?

641
link_black
4 months ago
dshorter
dshorterGainsight Employee ⭐️
published in Product Experience (PX)
April PX Office Hours Recordings Available Now!

For those who missed April PX Office Hours. You can view the recordings here. April 7- How to avoid in-app user fatigue with Throttling rulesApril 14- How to design engagements that seamlessly integrate into the user experienceApril 21- Identify initial high value actions for new users using Retention AnalysisApril 28- Take your Onboarding Checklist up a notch with these advanced functions

1143
Sruthimalla
5 months ago
R
rbastien92Contributor ⭐️
posted in Product Experience (PX)
Gainsight PX - Control Opt-Out Options for E-mails

While it’s important for users to be able to opt out of e-mail campaigns, currently as admins for PX there isn’t an option to control or manage the opt-out options. Our company sends marketing, operational, and non operational e-mails to our customers. While we understand some customers may want to opt out of certain communication types, if we’re sending out operational e-mails, it would be great for admins to have some control over these groupings so that if a user opts out of marketing e-mails for example, they can still receive operational e-mails.

1087
Surendra
5 months ago
alylo
alyloContributor ⭐️⭐️
asked in Product Experience (PX)
Can a user resume progress in a guide if interrupted?

If a user doesn’t finish a guide (let’s say they close/refresh their browser, or their session times out before they complete the guide), would they re-qualify for that same guide? Or does the fact that they started it mean that they wouldn’t qualify for it again?If they do re-qualify, would the pick back up at the same step where they left off, or would they start back on Step 1?

312
alylo
5 months ago
Stuart
StuartHelper ⭐️⭐️
asked in Product Experience (PX)
PX Identify Call - looking to create a user (aptrinsic id) per product tenant even if user id is constant

Hey folks, identify id based question:One product tag user X can access multiple tenants on the same account.Ideal scenario: looking for a user (aptrinsic id) per tenant, even if their user id is the same. If we set user.identify id as a user identifier that stays constant across tenants, and account.id as the tenant the user is currently accessing, will this create 1 or 2 users (aptrinsic ids) in PX? If not, we would need to look at setting the user.identify id as tenant-specific, and passing the constant user identifier (SFDC Contact Id) into a custom user attribute.

805
Stuart
5 months ago
Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Is it possible to get list of users who visited a URL on a date?

We are trying to troubleshoot why an engagement is getting no views, and one of the possibilities is that no users have gone to the page required to trigger the engagement. I can not find a way to search for users who have visited a page in the last X days.Within Audience Explorer you can filter for URL but this does not allow a date configuration on that rule. So I am assuming that this looks at any point in the user’s history.Is there an analytics report that I am missing that allows URL and date selection? 

423
link_black
5 months ago
J
John TContributor ⭐️⭐️
asked in Product Experience (PX)
Identifying When User Have Completed (clicked) Two or More Features

My Product Managers would like to know when Users have completed a series of tasks/steps e.g., clicked two or more mapped features.These Features are “connected” by the logical AND statement.For example, how can I get a count of Users that clicked (Feature A) AND (Feature B) AND (Feature C)? The Funnel report accomplishes this and I’ve considered it.But, the Funnel report doesn’t present its results in a line graph format, per day, per week, etc.I was hoping to create a line graph that showed ONLY the count of Users that completed the specified Features (steps). I know I can enter multiple Rules under a single Feature.I also know I can enter multiple Features under a Module.However, the Rules under a Function are logically evaluated using BOOLEAN “OR” logic.Similarly, Functions under a Modules are logically evaluated using BOOLEAN “OR” logic.For example,Suppose we have a Feature that has two Rules, Rule 1 and Rule 2.If Rule 1 is TRUE, then the Feature is TRUE (counted),-OR-If Rule 2 is

1128
S
5 months ago
A
anushatContributor ⭐️
asked in Product Experience (PX)
Funnel or path analyzer

I have a new version of a product but I can see a lot of users are still using the old product despite the default url being the new product. How do I measure the user behavior of people who are logging in and clicking on the old product? Path analyzer does not have a page view (where they are logging in) but funnel does. Does funnel configuration have to be new product url login-old product-old product features? How is the below analysis understood? 

291
rschlette
5 months ago
V
vc4782
asked in Product Experience (PX)
Using wildcards in URL rule of product mapper

I have a url that looks like thiswww.domain.app/test?[unique project ID]&[another unique ID]&feature=true andwww.domain.app/test?[unique project ID]&[another unique ID]&feature=false would i be able to track page visits between whether the feature=true or false using the wildcard?

481
link_black
5 months ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Recording : Strategizing and Implementing Knowledge Center Bots in Gainsight PXBlog

Thank you for joining us on this journey to enhance customer experience through KC Bots in Gainsight PX! Introduction - Why KC Bots Matter ?This post outlines the essential steps and best practices we spoke about in the webinar for deploying KC Bots effectively to enhance user engagement, provide on-demand assistance, and drive product adoption. Why KC Bots Matter Customers increasingly crave autonomy and convenience in their interactions with products and services. Studies show that:91% of people would use a knowledge base if it met their needs (Source: PwC). 80% of people value convenience and knowledgeable help as the most critical aspects of customer experience (Source: Zendesk).With these insights, it’s clear that KC Bots are no longer just nice-to-have but a necessity for improving customer satisfaction and engagement.Recording of the Webinar :  Key Components of a Successful KC Bot Strategy  Define Clear Goals and Objectives Free Trial Conversions: Guide users towards converting

1240
Sruthimalla
5 months ago
amadeo
amadeoContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
Why doesn't the KC bot search result page display relevance of returned results (omits description and highlighted query matches)?

When the KC bot is configured to use Search in unified tab, it should show the returned record description the same way Google does in a browser search by highlighting query matches in the title and description. The Gainsight PX documentation shows as much when Search is in it’s separate tab:  But if Search is in a unified tab then the query matches are not highlighted in the description for linked articles. A description is not visible if the return is from a Google integration. We integrated our Flair help documents using the Google integration service. The screenshot below is how the results show (notice the lack of relevance): We have other search queries that look more confusing and not at all insightful when the query string doesn't show in any of the results: Same search query in Google search: The search results page in KC bot needs to show a description and highlight the query string when it is found in the description. Without this we can not show the user why the results are

23211
skalle
5 months ago
A
anushatContributor ⭐️
asked in Product Experience (PX)
Countdown in Px

Is there any option to create a counter in Px engagements that changes on its own?

431
link_black
5 months ago
F
farzadkhandanContributor ⭐️
asked in Product Experience (PX)
An unknown API endpoint

We are looking into an old code we created to use Gainsight PX. The code is calling this API endpoint: “https://esp.aptrinsic.com/rte/v1/engagements/peek” but we cannot find this in Gainsight API documentation. Any ideas what it is?

412
F
5 months ago
J
jadkins.iiqContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
Navigate to next step with Badge

Hello! We are working on an in-app guide engagement and are running into a little snag due to how our navigation is configured. We want to start out with a hot spot and instantly navigate/click in the target element, similar to how a descriptive tool tip functions. Then the next step would pop up. I don’t see how this is possible with a hot spot. Yes, I can continue to the next step, but because it didn’t click in the target element the second step doesn’t actually show. As you can see in the video, our product navigation item must be clicked in order for the sub-navigation to display (where the next guide step would be mapped). Since it was never actually clicked, the badge gets confused. How can I make the hot spot count as clicking on the target element. Not sure if that made any sense, but looking for any guidance.

213
E
5 months ago
W
writer-samContributor ⭐️
asked in Product Experience (PX)
Any way to have a custom button have more than 1 action types?

Hi there,I’m using the v2 editor. I’d like to update a custom attribute when the Exit button is selected. Is there any way of doing this?Context:I need a way of differentiating between customers who have selected a custom button and those that have just selected the Exit button. Both are coming up as COMPLETED in the analytics. We would like to show a different engagement to users who have only selected Exit. The only way I can see of doing this is to use custom attributes and have the value in the 2nd engagement’s audience logic.TIA.PS. I can’t edit the question heading but would be interested to have solutions to that too as an alternative.

491
W
5 months ago
L
lpiconeHelper ⭐️⭐️
asked in Product Experience (PX)
Engagement Ids changes when in Draft mode

Hello,Went to add localization files to an engagement, forced into draft mode. Files kept returning an xliff error.After a few attempts, I downloaded a new xliff file - noticed that the engagementId between the original (pre-launch) and the launched (so now in draft mode) are not the same engagementIds. Stopped engagement, original files loaded without errors. Is this the expected behavior?  

511
D
6 months ago
link_black
link_blackGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Tip of the Week: The in-app NPS gift that keeps on giving

 The majority of our Gainsight customers implement rolling NPS Surveys ( and other Survey types too) as part of the planned digital "lifecycle" for their users.  As you know, these Surveys are used to collect critical feedback on your relationships, products, and/or services, but even more importantly to identify risks early and often so that these can be handled quickly to prevent customer frustration and even more importantly customer churn.  Setting up and launching an in-app NPS Survey with Gainsight PX is quick and pretty easy, plus will generate more views and responses than any traditional email-led Survey campaign. Once your team has created and customized your amazing NPS Survey in PX, they can then use simple Engagement Audience Logic to target the right users, at the right time, and in the right place during their product journey. For example, the Engagement Audience Logic below targets active users to see the first NPS Survey when their signUpDate is more than 90 days ago,

570
link_black
6 months ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX Best Practices - Series - Part 1

This is the first post from the series on “PX Best Practices” more coming your way! Guided tours are an essential part of any SaaS product, especially when the product is evolving and new enhancements are part of the daily routine.  It’s just that you built something for your customers and hid it from them if the users are not guided to use it correctly with the absolute context of “why to use it.” So like any other PX customer, we at Gainsight use our PX to build guided tours for our customers, and over some time, we have figured out a few best practices around building perfect guides. Tip 1: Templates make life easy  It’s not essential to start from scratch, especially when branding engagements. That’s where setting up a few branded templates and saving them reduces the rework and hard work around setting up new campaigns.  Hence, create and save 2-3 in-app templates for each engagement type.  Tip 2: Break the guide to maximize the impact A single guided tour is never nurturing. Also

1782
link_black
6 months ago
G
grindrodeContributor ⭐️
asked in Product Experience (PX)
NPS Surveys and how are people using them to get the best response rate?

Here is IRIS we would love to start sending NPS surveys via Gainsight so any information from anyone using these on how they do this to get the best response rate would be much appreciated :). Things like at what point in the user journey does the survey pop up, and is a user able to dismiss and look at the survey later and also can it be pinned (not dismissed) until a user selects the score (other feedback could be optional...) and average response rates that you have seen.Thanks in advance!

801
Surendra
6 months ago
B
BevyProductContributor ⭐️
asked in Product Experience (PX)
Ability to change order of guide buttons

Hi everyoneI’m using the descriptive tooltip default template for a guide walk through. In the image you can see that I’ve enabled the Next (start) button and the Skip button. Ideally I would like to flipflop the two buttons so the Next button is on the right side. I’m unable to figure out how you could customize this. Has anyone dealt with this need before? Thanks! 

552
B
6 months ago

Badges

Show all badges
Terms & ConditionsCookie settings