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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
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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?  

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D
7 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,

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link_black
7 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

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link_black
7 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!

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Surendra
7 months ago
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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! 

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7 months ago
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bryanpaulContributor ⭐️⭐️
asked in Product Experience (PX)
Is it possible to launch Knowledge Center from a separate engagement CTA?

Hello, My team is working on a new knowledge center / welcome engagements for one of our products.  In the welcome engagement, we are welcoming first time users and giving some detail on the product.  From there we are utilizing a CTA to use the knowledge center which is at the bottom right hand corner. Is it possible to target a custom event, or link that we can assign a CTA button within the welcome engagement to actually launch the knowledge center into an open state?  Having that functionality would be so impressive as it would make the engagements seem like they interact with one another for a good experience.   I appreciate your help in advanced.  Thanks!

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Surendra
7 months ago
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jadkins.iiqContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
NPS Engagement - keep navigating without interacting

We are new to using NPS surveys in PX and are working with one of the built-in templates. If we are to use the survey at the bottom of our application, we were looking for a way for it to live there, but the individual could continue interacting with our app without taking action on the engagement. Is this possible in settings or would we need some sort of custom code to implement? From what I could find, they had to either take the survey or X out before continuing to navigate through the app.  

383
J
7 months ago
jnies
jniesGainsight Employee ⭐️
posted in Product Experience (PX)
How to avoid engagement fatigue 101

Let’s be honest, no one likes constant pop-ups when they login to a web application. We’ve all had an experience when you are trying to get work done and all of a sudden you experience pop-up after pop-up. I think it is safe to say, this can severely impact user sentiment. Do you have important information that you want to display to your users but don’t want to run the risk of engagement fatigue? Don’t worry, we have a solution for that! The engagement throttling setting controls how often the engagement is displayed to the qualified users in your application.  To configure the throttling settings:Navigate to Administration > Throttling. Turn ON the toggle switch in At least and At most sections. Set the time and number of engagements to be shown parameters. Click Save. Now you may ask, “Julia, we have a lot of engagements that we want to display to our users. How can we use throttling but still make sure users can access our engagements?”  Great question! Our recommendation would

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Surendra
7 months ago
kathleenkenny23
kathleenkenny23Gainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Pulse PX - Don't miss this session!! Interactive Roundtable: Unleashing the Power of AI with Gainsight PX and KC Bot

Interactive Roundtable: Unleashing the Power of AI with Gainsight PX and KC Bot WHEN:May 15, 20249:30 AM-10:15 AMCT WHERE:Innovation Theater, Expo HallDive into the future of product experience with Gainsight PX's Director of Product, Sailaja Kalle, in our engaging roundtable about the potential of AI and Gainsight's KC Bot to enhance product engagement. This session is ideal for current users and newcomers alike, offering innovative ideas and practical tips. Join us to elevate your user engagement and tech capabilities, and share your questions and ideas as we innovate together! WHO SHOULD COME?? Everyone is welcome!  Whether you have PX or are interested in PX and you want to learn more how it can work for you and where we’re headed on our roadmap, this is for you!  It’s also a fantastic opportunity to network with others and learn how they’re using PX. A few use cases to consider:Digital Customer Onboarding  1:M Scaled motions (support ticket deflection, scaling CS motions, etc..) D

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kathleenkenny23
7 months ago
Robert Johnson
Robert Johnson
posted in Product Experience (PX)
Expired security certificate

Hello. Please renew:https://gs-sso-us-west-2.api.insided.com 

571
revathimenon
7 months ago
kathleenkenny23
kathleenkenny23Gainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Join Us at Pulse Conference for the "Product Playground" Networking Lunch!

When: May 15, 2024, 12:20 PM - 1:40 PM CTWhere: Join us by the tables near the Puppy Park, identified by yellow balloons. Just look for the most vibrant group!Are you passionate about product innovation and digital adoption? Do you enjoy networking while having a delightful lunch? If so, we have the perfect event for you at our upcoming Pulse conference: the "Product Playground" networking session!What’s it about? This event is a haven for product enthusiasts to merge their passion for cutting-edge product strategies with the joy of making new connections. Whether you are a seasoned Gainsight PX user or simply someone who thrives on creating stellar product experiences, this gathering is for you.Engage and Explore: Dive deep into discussions about enhancing digital adoption through intuitive in-app strategies. Explore different PX use cases to scale your digital strategies efficiently. This isn't just a learning opportunity—it's a chance to exchange ideas and share insights that can re

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kathleenkenny23
7 months ago
jmobley
jmobleyGainsight Employee ⭐️
posted in Product Experience (PX)
Maximizing Engagement: Insights from Gainsight PX's Most Successful Customers

In evaluating customer engagement, benchmarks tailored to the nuances of different user bases offer a vital perspective.Completion rates from some of PX's top performers offer a benchmark, but success is relative—measured not just by broad numbers, but by the appropriateness of content to its audience and the context within which it is delivered.Recognizing that the size of the engaged audience may differ across user bases, it becomes clear that completion rates are more indicative of success when paired with content type and user intent! This approach allows for a clearer understanding of effective engagement and provides a more relevant yardstick against which to measure and drive user interaction. With this in mind, let’s explore specific engagement metrics from Gainsight PX’s most successful customers, with a focus on how completion rates for various content types can inform best practices and strategic planning.These benchmarks are taken from customers for 4-6k MAU (aside from the

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jmobley
7 months ago
Adrian Raposo
Adrian RaposoGainsight Employee ⭐️
posted in Product Experience (PX)
🚀 Gainsight PX April 2024 Release is Live!

 The PX April Release is now Live in US and EU Orgs! Our April release includes new simplification efforts, expanded value, and increased ease of use for key functionality. Check out our release notes for more information. Release Highlights:Enhance Productivity with Editor V2 Upgrades: Streamline your engagement creation process with the new, unified panel design—now finding and using your essential tools and settings is easier than ever, ensuring a smoother, more productive experience. The New Global Settings Experience: Easily manage and harmonize settings across all engagement steps from a single, centralized interface for unmatched consistency and ease. Smarter Asset Management: The new Dependencies tab in Admin Console offers an intuitive visualization to effortlessly monitor and manage asset utilization across PX.  Analytics Upgrades: Analyze or segment accounts now using the Number of Users and Number of Visits filters in Accounts Explorer. Further, enjoy an enhanced view with

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Adrian Raposo
7 months ago
kathleenkenny23
kathleenkenny23Gainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Kickstarting Your Journey with In-app Engagements in Gainsight PX 🚀

 Hey there! In the fast-paced world of digital products, keeping users engaged isn't just nice to have; it's a must-have! 🌟 In-app engagements are your secret sauce for enhancing user experience, boosting product adoption, and driving customer success. With Gainsight PX, you’re equipped to integrate snazzy, context-driven interactions that users love. Let’s dive in! Understanding In-app EngagementsWhat are In-app Engagements, you ask? 🤔 They're your go-to interactive communications that guide, inform, and get feedback from users without ever leaving the app. These tools are crucial for keeping your users happy and engaged, making them a cornerstone of any product-led growth strategy. Key Use Cases for In-app EngagementsWelcome Aboard! 🚢 Onboarding New Users: Make new users feel at home with interactive guides that showcase your app’s features and get them to value faster than ever. Discover New Horizons 🌄 Feature Adoption: Highlight new or hidden features with eye-catching tutorial

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kathleenkenny23
7 months ago
jmobley
jmobleyGainsight Employee ⭐️
posted in Product Experience (PX)
Taking off with In-App NPS: Strategic Planning and Execution

OverviewIntegrating Net Promoter Score (NPS) within your application represents a paradigm shift towards more dynamic user engagement. Transitioning from traditional email-based surveys to in-app interactions embeds NPS into the user's journey, offering real-time, actionable insights crucial for enhancing customer satisfaction and loyalty. Understanding the Migration to In-App NPSThe shift from email to in-app NPS collection is transformative, enhancing strategic engagement with users rather than merely changing the feedback medium. This transition requires comprehensive planning around logistics, user experience design, and strategic business alignment. Strategic Considerations for In-App NPSReal-Time Feedback Capture: Capturing feedback while users are actively engaged with the app provides immediate, resonant insights, helping to quickly identify trends and address issues. User Journey Integration: It is crucial to map out user journeys to identify the most effective moments for NPS

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jmobley
7 months ago
j_ditzel
j_ditzelContributor ⭐️⭐️
asked in Product Experience (PX)
Dashboard Widget size for pie charts (Query Builder)

It would be great if we could resize the query builder widget when it is just a pie chart. It is very empty when it just contains a pie chart across 2/3rds of the screen.Another option would be the ability to put multiple pie charts in one widget. This widget could easily hold five pie charts without looking cluttered and that would reduce the number of widgets I have to put on the page. 

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rschlette
7 months ago
jmobley
jmobleyGainsight Employee ⭐️
posted in Product Experience (PX)
Strategies for Identifying Key Features: Who, What, and When?

There is no topic more critical to the processes involved in cultivating a great user experience and increasing adoption than the work of identifying the key features within your product. This must involve a detailed, analytical approach to understanding how different user groups interact with various product functionalities over time. To outline a process for approaching this with an outcome-driven lens, we can delve into a formula to allow teams to collaborate and break down this work: Key Product Feature + Cohort / Time = Baseline Adoption GoalsThis article will outline this methodology, offer up some key questions along the way and take a turn towards the meta by providing a practical example of how we can apply these concepts to track adoption with the Analytics module of PX! The ComponentsKey Product Feature: Identifies which features within the platform are critical for user engagement and success. Cohort: Defines the specific user groups or segments for which the feature adopti

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jmobley
7 months ago
kathleenkenny23
kathleenkenny23Gainsight Employee ⭐️⭐️
published in Product Experience (PX)
Join Us at Pulse 2024 in St. Louis for an Unforgettable Product Adoption Experience! 🚀

Are you ready to unleash the full potential of your customer engagement and product adoption strategies? Join us at Pulse 2024, the premier event for professionals dedicated to customer success, happening this May 15-16 in St. Louis, MO. With over 2,500 attendees, 125+ expert speakers, and 70+ transformative sessions, this is the event you can't afford to miss! 🌟 Why Attend?Pulse 2024 is not just a conference—it's an epicenter of innovation and networking. It's where industry leaders and practitioners converge to share groundbreaking strategies and insights. Here's a sneak peek into some of our most anticipated sessions within the Product Adoption track: From Silos to Synergy: Discover how to enhance the collaboration between customer success and product teams with Heather Brown, VP of Customer Success at PagerDuty. Learn about their data-driven strategies that led to a 50% retention increase and a 7x surge in active users. 📈 Scaling Success: Dive into Updater's phased "crawl, walk

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kathleenkenny23
7 months ago
J
james MeenanContributor ⭐️
asked in Product Experience (PX)
How to set up link to external community page

My organization has an existing community site that I would like to link to in a similar way to that which is being used in the Gainsight KC bot: KC Bot LinkThe goal would be to insert an image such as the one shown above that when clicked, would lead the user to the external community site. As a new Gainsight PX user, I'm unsure how to approach this. Any help would be appreciated

392
Sruthimalla
8 months ago
B
BmoyiniContributor ⭐️
asked in Product Experience (PX)
Multiple css selectors for a badge

We are trying to place a badge for an engagement next to an image in our header (the same image, same location). The only issue is the selector name is different in a few places.Is there a way to use more than one selector in the field below? 

373
rschlette
8 months ago
A
achamariaGainsight Employee ⭐️
posted in Product Experience (PX)
Optimizing Email Campaigns: A Strategic Approach

Enhancing Email Campaigns: A Strategic Approach In the realm of customer engagement, precision matters. When orchestrating email campaigns for extensive participant bases, the challenge is to ensure messages resonate with the right audience at the right time. To streamline this process effectively, an approach incorporating conditional waits and participant segmentation proves invaluable. Consider a scenario where a program has 6,000 participants and aims to divide them into six distinct groups over six months, sending 1,000 emails monthly. Additionally, to maximize engagement, the campaign requires conditional waits: if a recipient fails to click a link within three days, a gentle reminder email is sent. This use case also involves segmenting participants based on their Monthly Recurring Revenue (MRR) to personalize the messaging effectively. Streamlined Implementation Achieving precision in email distribution and timing necessitates a systematic approach. Here's a simplified breakdow

320
A
8 months ago
JayS
JaySHelper ⭐️
asked in Product Experience (PX)
Delete Guide V1 Editor Templates?

I’m trying to clean up the templates that have been saved by our users; however, I can’t seem to figure out how to delete V1 templates. I have deleted the unnecessary V2 templates without a problem, but I don’t see an option to delete the V1 templates. When I create a new V1 Guide, I can delete a couple Saved Templates. The ones I want to delete show up as Saved Templates when I create a new V2 Guide and look at the template selector.

272
JayS
8 months ago
jmobley
jmobleyGainsight Employee ⭐️
posted in Product Experience (PX)
Mastering the Dance: End User Onboarding

In working with PX customers, the term "onboarding" is often thrown around as a key component of customer-centric in-app strategies. However, it's crucial to distinguish between two fundamentally different onboarding scenarios: New Customer Onboarding and New User Onboarding. Though they might sound similar, their (1) scope, (2) objectives, and (3) execution strategies differ significantly, each catering to distinct needs! Today, we’re going to focus on the slightly less popular topic of the two which is the smaller scoped yet equally crucial new user (or what I have called ‘end-user’) onboarding program.For additional context - this post emerged out of one of my customers asking - ‘What if we’re releasing a new product and we want to introduce it to our existing customers?’ Before we jump into that, let’s take a look at some of the key differences between the two approaches:New Customer OnboardingScope: Targets the organizational level, focusing on integrating a new customer account o

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jmobley
8 months ago
T
twhiteContributor ⭐️
asked in Product Experience (PX)
Conditional wait for a tooltip?

When creating a PX engagement / guide using tooltips to walk a user through a process is there a way to “wait” for something specific to appear on the screen before showing the next tooltip?  

302
mmarques
8 months ago
rschlette
rschletteGainsight Employee ⭐️
posted in Product Experience (PX)
Getting Started with PX S3 Account and User Import

The Gainsight PX S3 Account and User Import data integrations can be used to import daily updates to PX account and user data from a predefined directory structure in a customer-managed AWS S3 bucket. These data integrations are well-documented in this support doc, but this article will answer some common configuration questions, and provide some additional visual examples of the file structure. S3 Folder ConfigurationThe S3 Account and User Import data integrations each require a ‘base import folder’, and each of those base import folders requires 2 subfolders: one named “current” and another named “processed”. example base import folders In the example shown above, you can see that the base import folders follow the naming convention productName_pxObjectName_import, but you can use any naming convention for these folders. The subfolders must be named “current” and “processed” precisely, or the integration import job will fail. Integration ConfigurationIn Gainsight PX, the AWS S3 Impo

950
rschlette
8 months ago

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