Product Experience (PX)

The September PX release is live in your orgs!    Highlights from this release include: Map your product within minutes with Instant Mapper Enable SAML for your Demo org Deeper UI Elements Tracking You can read all about the latest enhancements in the release notes.   Please note, we're in the process of transferring the PX documentation to support.gainsight.com. In about a week, we'll have all of the PX docs available there, and the old site and pages will redirect to the above url. Thanks for your patience during this transition!

As a Gainsight PX and Gainsight CS customer, you can push surveys to customers in two different ways: either through engagements within your product or by email using Journey Orchestrator. I believe that you should use both methods to collect real time feedback from your users and contacts. However, I do believe that each method has a better audience and feedback focus. For Gainsight CS using emails, you are asking someone to take a moment from their day and click into an unknown dedication of time. This will lead to more thoughtful responses. I also think you will get better feedback by asking questions around ROI and company product adoption. To me, the target audience should be your champions and sponsors, the ones that ultimately make the decision come renewal time. For Gainsight PX using in-app engagements, you are presenting a user in the middle of their workflow to give feedback about their experience. I believe you will get more reactive feedback this

You likely have hundreds or thousands of users to keep track of. How will you know whether someone has a negative sentiment on a given day? How will you stay updated if someone gives you a high rating? How do you take real-time action on at-risk users? Assuming you have NPS survey engagement(s) active in Gainsight PX, you can enable the Slack integration in Settings > Integrations and allow survey responses to surface up in a designated Slack channel for PX. Your Customer Success teams can then take proactive action and reach out to Detractors and manage the risk. They can also reach out to Promoters and ask for a positive review on public review sites, like G2Crowd. Additionally, you'll also be able to track user sign-ups, email engagement activity, user feedback, and engagement management activity (ex. Engagement paused, launched).

Hey Guys, This use case came up the other day and has me stuck. Has anyone else seen this issue and come up with a workaround?.... Any input would be much appreciated. Use case: I have a URL https://abc.com/xyz3/manage/alerts/edit/1234(dynamic number) https://abc.com/xyz3/manage/alerts/edit/new I have an Edit Button on both the pages, with same ID(same selector) Can I track Edit button on https://abc.com/xyz3/manage/alerts/edit/1234 separately from the edit button on https://abc.com/xyz3/manage/alerts/edit/new Query: Since I will use scope as https://abc.com/xyz3/manage/alerts/edit/* And selector as same ID, will both the features be called when I use any one?

Can the product mapper do what tooltip/hotspot engagements can do--target a part of the product by looking at the text inside an element? I have a bunch of generic buttons and am wondering if there is an alternative to asking dev for some ID tags on them. (Ultimately, I want clicking the Save button to trigger an engagement.) Thanks, community!

A question came up this week when seeing this error in the Knowledge Bot. In this scenario it was an easy fix and should be the first place you check to avoid any headaches. When creating the Sub-domain you do not need to include the .zendesk. After making this change all worked as expected. So remember to check here first to save you some time in the long run!!

It would be awesome if the tool could "pop up" with suggestions when someone is completing a task (specifically during first couple of week? that they become an administrator). For example, if someone is completing Task A, the associated workflow would pop up "I see you are creating Task A, would you like step by step instructions". The user could then choose to snooze or disable to pop ups.

Today, we launched the PX Knowledge Center bot in your PX instances. From the KC bot, you can view getting started materials, including engagements, links to articles and release notes, and more! On the Knowledge Base tab, you can search for any topic and preview our product documentation. PX can integrate with some of the largest documentation vendor apps in the market, such as Salesforce, Zendesk, Mindtouch, and helpdocs.io.To learn more about configuring the Knowledge Center bot in your own web app, check out this article.   

Gainsight's Customer Success Operations Manager, @kendra_mcclanahan, shares two uses cases developed to drive customer value and strengthen customer relationships. Learn more in this blog post here.

I'm having a usability issue that's making it very hard to use PX for guiding a user through a very basic tour. Here is a video overview to explain: Basically I'd like to setup a 2 step guide here: Step 1: Dialogue [list] Next Button [list] Navigation: Opens my drop-down menu from the top-navigation [/list] Step 2: Tool-Tip Points at the second item in the drop-down [/list]However, it doesn't seem like I can force a drop-down menu item to open from within PX. Instead I'm having to do the following: Step 1: Dialogue [list] Next Button [list] Navigation: Look for next element [/list] Step 2: Hotspot Overlaid on top-navigation button [list] If user clicks on hotspot: [list] Hotspot disappears

Whenever thinking of an Engagement, start with (you could even create a calendar, see pic below): Objective/ Problem Statement (Why) Metrics Improved (Why) Storyboard/ Engagement Type (What) Audience (Who) Duration (When) Using this Framework has the following benefits: Objectivises the need of an Engagement hence eliminating the ones not really needed Quanitfies the desired impact of an engagement Simplifies defining the audience criteria and rules Provides visibility to multiple teams into the planned engagements Enables various teams plan engagements in a way to avoid duplication/ overwhleming users with too many engagements

I've started giving brief GPX tutorials during our weekly Customer Success meetings to help others use PX more on their own. I was showing the team how to determine which users/accounts are using certain features frequently, and I realized that everyone was getting stuck on what all the different filters are for. As I was training, I found a way to explain it simply that really seemed to click with everyone! I thought I'd share in case others are working to increase adoption at their orgs. The "what" [list] How you're measuring - what are you actually wanting to see? Do you w

Use Case: I want to launch engagement using KC bot, I have customers whose applications will open with dynamic Url's as shown below when clicking on the engagement. URL of Customer 1: https://abc.xyz.com/Admin URL of Customer 2: https://mno.pqr.wxy.com/Admin URL of Customer 3: https://klm.stu.com/Admin So from all the above URL's domain and subdomain parts keeps on changing and none of the domains or sub domains seems to be consistent. Suggestion: 1. Please use this in guide activation URL of Knowledge Center. https://$px-auto-resolve/Admin -- This will completely resolve the domain and can handle all the above formats of URL in a single go!. However, there is another road block on how you have to define the URL in the audience of the engagement for the dynamic domains? There you go! 2. Please use this in the audience of the engagement

I created a segment thinking I could access it from many locations. Specifically, I wanted to apply the segment to widgets within a custom dashboard I am creating to share with my teammates such that we can monitor stats with regards to an upcoming event. Thanks.

Do you know which of your product features are associated with the majority of your company revenue? How should customer-facing teams predict retention and revenue rates based on users’ behavior? How do you measure the effectiveness of onboarding? Are there better ways to be doing these things? These are just some of the questions SaaS organizations find themselves asking. More now than ever, we need to capitalization on product data to effectively monitor customer health, adoption levels, and user behavior. If you're just starting out on your product-led growth journey, c

Hi all, did anyone try/manage to get data through PX on how much time did it take from e.g. Signup to first using feature X? This seems as a relevant metrics for us, but can't seem to find an "out of the box" solution in PX. Tnx!

We've all had our share of frustrating user experiences, but they don't have to happen in your product. Join Agata Bugaj, Senior Director of Product Management at FullStory, as she shares tactics to find and solve points of friction in your product. In this webinar, you'll learn how to: Identify points of friction in your product. Increase engagement and adoption Balance new feature work with frustration fixes And much more! Register https://www.gainsight.com/event/finding-friction-in-you-user-journey-and-how-to-fix-it/

Hi All! Recently, I needed to explain what a Gainsight PX Product Map is to a large team of Product Managers that were not part of the initial PX onboarding process. We had an excellent conversation and discussed the importance of having a good Product Map and Product Instrumentation in place and that was quickly understood. However, they were struggling a bit on how to structure the modules/features for their own Product in the right way. To help with this, I created the annotated screenshot below of our Gainsight PX Product Map, which calls out using boxes and colors how our modules/features correlate to the various parts/sections of the Gainsight PX product GUI. The reason I chose Gainsight PX for this example and not some other demo application was because I knew that these Product Managers would be using our Gainsight PX application to build their own Product Map, so a real world point of reference would be helpful.

I built out an engagement that is a dialog and is set as a bar at the bottom of the page. When the page is first loaded, it is at the bottom of the browser. However, when I scroll, the banner moves with me. I expected the banner to stay fixed to the bottom of the browser window. Is there an easy way to solve for this?

Hey Guys, we ran into an issue the other day where the CSS of an aplicaton was overriding the CSS of the PX editor for an engagemet and adding a scroll bar when it was not necessary. Good news is with a small edit to the engagement you can override the application CSS and correct the issue right from the Engagement. Code added in the code editor to overcome the issue at browser level ​​​.apt-step-wrapper{ height: 100px; overflow-x: auto; overflow-wrap: break-word;

I love myself a good widget. So I put the 2 new ones to use right away! Question 1: On average, how long do users who have previously engaged in ____ feature spend in our product per session? Custom Dashboard widget: Average Session Duration Filter: [list] Features > Module in ______ Number of total times used greater than ____ (I weighted this number differently per module based on other data we have in GPX) Used anytime (you could probably also change this to match the time parameter of the widget if you wanted to be that specific) [/list]

The August release of Gainsight PX is live! In this release, we made significant improvements to the Product Mapper, Engagements, Analytics, and Dashboards.In the Product Mapper, you can more easily add features and modules in selected areas of the tree, search for specific features and modules, and Reorder them as needed. In the Engagements list view, we added a URL column so you can quickly see where an engagement appears in your app for active engagements.  And in Retention Analysis, you can now compare two different events, to better understand your user's behavior in your application.In Dashboards, we added two new widgets, for Session count which displays the number of sessions recorded in a given time frame, and Average session duration which calculates the average duratio

When aiming to drive module and feature adoption, you'll likely use some combination of emails and in-app messaging to your users. But how do you know if your engagements are effective in driving adoption? While there's no way to associate 100% of something to adoption, you can always find correlations. Take this use case for example to understand how you can correlate engagements with featuer adoption. Goal: Our company wants to drive user and account adoption to Feature XYZ. Let's launch a dialog engagement to drive users to the feature. Engagement was launched on Aug 1st, and you want to measure the effects this had on user/account adoption Run the "Feature Adoption" report for Feature XYZ two weeks prior. It appears that user adoption was 10% in the two weeks prior to Aug 1. Now, run the "Feature Adoption" report for Feature XYZ for two weeks after Aug 1. It appears that use

Hey all! I've got a quick and simple (I promise!) use case for the Analytics > Features > Adoption view. Some team members noticed, through some monitoring systems we have, that our users broke previous usage records in July. This is especially surprising to us, since our user base primarily follows the academic calendar. We also had very few support tickets, so we really weren't expecting a high amount of usage that month. Question: Which accounts were driving a spike in usage? I was able to pull up a quick report in Analytics > Features > Adoption:

This question came up last week and I wanted to share with the Community since I believe many of you may run into the same issue. We observed a customer was having issues with launching Knowledge Bot Engagement Guides across multiple instances. Example They have an instance in the product that is *per client* https://client1.app.abcompany.ai https://client2.app.abcompany.ai By using a wildcard (*) you are not able to get this to work. Knowing that a wildcard does not work you can accomplish this with $autoresolve , this will take the current value from the url like client1/client2. Example: https://$px-auto-resolve.app.abcompany.ai