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Product Experience (PX)

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

  • 701 Topics
  • 1,409 Replies
701 Topics
link_black
link_blackGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Tip of the Week: Demystifying Gainsight PX Segments

Hi All!!! There has been much discussion recently about how PX Segments work and how they can be used.  Therefore, I wanted to share my experiences, insights, and recommendations in the hopes of helping many of our PX user to better understand this awesome PX feature. First off, PX Segments do NOT work the same way as Audience Logic or Report Filters. In fact, you cannot currently use PX Segments in any PX Analytics reports at all … except for this option was recently added as a potential “Step” within our Funnel Analysis report. VERY IMPORTANT: When you create a new PX Segment, it will NOT include any users at all … zero …  even if some users match the Segment Logic criteria precisely.  This is because users are only assigned to PX Segment(s) as they continue to use the PX-tracked application and achieve a “match” with the PX Segment Logic criteria.  This assignment process begins once the PX Segment is created and there is currently no type of “backfill” operation performed on non-ac

9177
link_black
8 months ago
broghanzwack
broghanzwackGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
How Gainsight uses Global Context

We report on our products too! As a SaaS company, it’s important for us to understand how users experience our software, both along business and product metrics. I’d say it’s pretty great luck that we have a product within that suite geared towards understanding… well… exactly that!Like any other tech company, our reporting needs have changed over time. PX has a wonderful set of features that allow us to tackle a dynamic set of questions. Read on to see how we used one of those features - Global Context - to track the progress of a major company initiative.  Background: Gainsight CS began as a program built on top of Salesforce; while great for a young tech company, this became very expensive as we grew, so we built a new standalone system called NXT. NXT has its own domain - "gainsightcloud.com" - and is independent of Salesforce. For the last few years, we've been migrating legacy customers from the original Salesforce edition to the new NXT one via our Upgrades program. At one point

1873
mmarques
8 months ago
rterakedis
rterakedisHelper ⭐️
posted in Product Experience (PX)
Using PX for Core Web Vitals (DOM / PageSpeed / Performance) tracking?

Hello everyone,I’m curious to know if anyone else has an interest in seeing core web vitals for end-user experience on their web apps within PX?   For instance, the DCL/FCP/LCP/TBT/TTI values for page loads (like what you would see in Chrome Dev Tools on the “Performance Insights” page):  i feel like page load times and responsiveness might also be core to the product experience, and a possible supporting metric for showing/explaining feature adoption?   What are your thoughts?  Is anyone somehow pulling these types of stats together with PX analytics to help drive focus for improvement areas? cc/ @jmobley 

371
link_black
8 months ago
Jack-Occleshaw
Jack-OccleshawContributor ⭐️⭐️
asked in Product Experience (PX)
Delay a survey pop-up?

Hi all,Is it at all possible to delay the triggering of a survey on a certain page of our tool? I would like to be able to have an NPS survey trigger after say 30 seconds so we aren’t bombarding our users the second they load a page, it will allow them to interact with little bits and then pop-up asking what they think.  

822
link_black
8 months ago
H
HomaContributor ⭐️
asked in Product Experience (PX)
How to create a new field based on another field by "add formula field"

I connected mixpanel data to Gainsight. One field is “Path”, I want to create a categorized field based on the first part of the path. For example: Path New Path /product/lists /product /product/clouds /product /support /support / / /support/contact /support Is this possible in Gainsight?

181
link_black
8 months ago
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BevyProductContributor ⭐️
asked in Product Experience (PX)
Triggering multi question survey based on CSS Selector

Hello We’re attempting to trigger a multi-question survey pop-up once a user receives a “confirmation” dialog box within the application. We previously had this use case working within Pendo by using a CSS selector from within the confirmation dialog box. Does anyone know if this is possible? Or could provide advice on another way to do this Here’s additional context:Intent is to capture feedback from user on a feature flow right after they have completed using it. FlowUpon completing task, user clicks on “publish” button Clicking “Publish” button could result in error states due to incomplete information from user Hence, we do not want to trigger survey upon Publish button click as it could be premature and will become hindrance to user completing their task If all fields are successfully filled out, user will get confirmation screen (as shown in attached image) At this point we would like show user multi-question surveyAgain, via Pendo we were able to use CSS selector from the dialo

663
B
8 months ago
harshibanka
harshibankaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Tip on: Rolling our Sequenced Guide Nurturing Program based on the In-App CTAs/ Buttons

Hello PX Tribe!   I want to share a topic that has been frequently coming up from our customers  and which I think could be useful to this group - How to trigger sequential in-app guides from In-App CTAs/ Button clicks.   As most of us know, today PX allows us to trigger In-App guides based on "views/ completions" of other guides; however, there is no In-App Audience Rule to trigger based on unique CTA clicks on the In-App Guide.     But.... we can still do this     See below solutions for various scenarios: These can be used for various use cases like Customer Onboarding or Feature Activation or guiding the customer through the Adoption Journey/ Prescriptive Value Path.    Scenario 1 - Based on CTA/ Button Clicks on In-App Guide # 1, trigger sequential guides one after another (Using Query Parameter)     Start with an In-App Dialogue with a CTA/ Button Make the buttons <a href=“https://app.aptrinsic.com/dashboard?launchGuideName=welcome” />. In www the are a couple of

82114
aroberts
8 months ago
E
ElliContributor ⭐️⭐️
asked in Product Experience (PX)
Guiding user to leave feedback on KCB

I am currently exploring ways to motivate our users to provide feedback through the Feedback tab in our Knowledge Center Bot (KCB). The default setting displays guides and articles, which is useful, but not quite what I need in this context.While I am aware of the custom button functionality that allows for the opening of the KCB in its default tab, I have not been able to find a solution to open the KCB directly to the Feedback tab. This would be particularly helpful when triggered by an engagement custom button or a similar action.I would greatly appreciate any insights or suggestions you might have on how to achieve this. Thank you very much for your time and support.Best regards, Elli

804
L
8 months ago
link_black
link_blackGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Tip of the Week: Using a PX Dialog Engagement to collect additional information from your users to store on their PX User Profile

I had a great conversation with one of our PX customers last week about this use case.      As a refresher, PX does not create PX Users and User attributes on its own.  PX relies on your user/account data to be passed through the PX Identify call code in your applications, developer inserts/updates using our PX REST API, imports/updates using our PX Data Loader, mapped fields synched with the CRM system using our Salesforce integration, and/or updates from the Customer Success platform using our new “Load to PX” CS Rule Action type.   All of the above are great options for creating rich PX User profiles with many attributes that can be leveraged for PX Analytics and PX Engagement targeting … plus many other use cases for sure.     So, the specific use case that we discussed was… “In addition to application usage data, how can PX help us to collect additional user information that we do not already have available within our business systems, such as job role, job responsibility, i

157211
brenna.oneill
8 months ago
JayS
JaySHelper ⭐️
asked in Product Experience (PX)
User Roles: Who can pause engagements and bots

I’ve looked at the support article but I don’t see “pausing” as a permission assigned to specific roles. (https://support.gainsight.com/PX/Administration/General/User_Management#Roles_and_Permissions_in_PX) I had a situation this week. I saw there were a couple surveys paused, and I had recently made an update to the audience, so I assumed I had forgotten to relaunch. However, I was then contacted and asked why they were active. Turns out, another user had paused a couple surveys without communicating that change.  Is there a way to limit the permissions of the user roles that have the permission to pause an engagement or a bot? I know that we can limit those who have permission to launch something.cc: @jmobley @JPKelliher @Lake1211 

594
JayS
9 months ago
K
kaitlyn.burke.pmContributor ⭐️⭐️
asked in Product Experience (PX)
How can we combine Slider and Boolean engagements?

We're excited about some new AI features and want to give our customers a sneak peek while gauging their interest. Our goal is to share the features' details, the value they bring, and identify customers keen on trying them out (currently hidden behind a feature flag).What's the most effective way to capture this interest? Ideally, we'd like to provide information and receive a response, avoiding the need for customers to send an email using a button. We're considering a Slider Engagement with a Boolean rating at the end, but I'm uncertain if this is feasible. How can we achieve this smoothly?

644
E
9 months ago
brian.atkins
brian.atkinsContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
Wholesale Changes to Account IDs in PX

Does anyone have experience in having to wholesale change account Id’s in PX?We are changing the architecture from an old account structure to a new account structure.My thoughts (if possible) were:Use the API to update the account_id to the new value at the account level Use the API to update the account_id to the new value at the user levelIs this possible, anyone have experience doing this?

481
Surendra
9 months ago
aroberts
arobertsGainsight Employee ⭐️
posted in Product Experience (PX)
Google is restricting third party cookies. What does this mean for PX?

Have you heard the news? Google announced they are finally restricting third party cookies on Google Chrome. This will be a phased process starting in January 2024.  What does this mean for Gainsight PX? PX uses cookies to help track users on your applications (Details here). These are considered first party/class cookies, since they are tied directly to the domain/subdomain of the currently tracked application Google is blocking third party cookies. These cookies are typically set by external services, such as advertisers or social media platforms, with the aim of tracking the user's browsing behavior across different websites for advertisements. So no need to worry! We won't be affected by this change. Continue to enjoy your PX cookies.  And remember… "Sometimes me think, what is friend? And then me say: a friend is someone to share last cookie with."-Cookie Monster  

721
kathleenkenny23
9 months ago
JayS
JaySHelper ⭐️
asked in Product Experience (PX)
Does Google disabling cookies in Chrome affect GainsightPX engagements or KC bot?

I just saw this on YouTube and it caused me to wonder if this would affect how Gainsight operates in Google Chrome (and any other browser?). I know there is an aptrinsic cookie that’s created when a user logs in to one of our solutions, so will Gainsight still be able to track user activity correctly?  cc: @JPKelliher @Lake1211 @jmobley @katkenny23 

1454
aroberts
9 months ago
R
rkumarContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
PX to CS Integration

We have PX to CS integration currently setup and there is a scenario that came across where for a particular product our internal employees have to run a process for that product. But there is an identifier Global Context (ClientNameSelected) in PX which captures which account name it was run for and that is not coming across into CS.Since in CS we would like to see for that product which accounts have that process already completed, so that CSM can have conversations with client accordingly.After raising the ticket with support 296079, I learnt that there is no option for bringing Global Context (ClientNameSelected) into CS. How can this be achieved?

341
Surendra
9 months ago
K
kirankunnurContributor ⭐️
asked in Product Experience (PX)
Custom Metric Calculation and Dashboard

Hi folks! We have a requirement to build user tracking across pages where we want to capture different properties from the page and calculate a metric like “average time taken to complete a job on the platform”. Is it possible to do this in Gainsight and build a dashboard for the same to report on?

453
Surendra
9 months ago
A
anushatContributor ⭐️
asked in Product Experience (PX)
Tooltip or badge

Hello.My use case is that I wish to place an information icon on my page next to some features so that when the user hovers over it they can read more about the feature. I used to use tooltips in Intercom however in Gainsight Tooltips are different in nature. Do I use a badge or is there something else? I want to information icon to always be on the page and the text should only be displayed when the user hovers over the icon.

694
Surendra
9 months ago
E
ElliContributor ⭐️⭐️
asked in Product Experience (PX)
Align Slider engagement to the right of the screen

Hi every one,I want to present the Slider engagement. But i dont want it to be in the center of the screen.There are no built in options to set the position of the slider 😭Any workarounds that ?Alternatively, is there a way to get a ‘slider’ behavior using Guide engagements? i have sevral ‘slides’ for the same UI element i want the user to cycle through, the problem is that when the user clicks next, the whole engagement dissapears and reappears on the same spot… anyway to change that?

221
Surendra
9 months ago
K
kaitlyn.burke.pmContributor ⭐️⭐️
asked in Product Experience (PX)
Drag and Drop is cancelling onboarding flow

Using v2 Guide, we are trying to create an onboarding flow for a new feature. Our onboarding journey is being cancelled mid way through when drag/dropping the new feature, which is required for the journey. Any insights as to how to remedy this? 

483
Surendra
9 months ago
B
BevyProductContributor ⭐️
asked in Product Experience (PX)
NPS template comment misaligned

Hello. First time post for a new Gainsight customer.  We’re in the process of implementing an NPS engagement survey and using the main template. The template clearly shows an outline around the comment box with the submit button center aligned underneath it.However when previewing or viewing on an actual site, the outline is removed and Submit button alignment Is no longer in place. Has anyone had this issue before and if so any tips or advice to get this show as it should be.Thanks

441
Surendra
9 months ago
A
amberkaneContributor ⭐️
asked in Product Experience (PX)
Backfill Limits in Product Mapper

When using the backfill option in product mapper, we’ve received an alert that the max quota for the feature as been reached. Does anyone have more details on what the limit is? 

1033
rterakedis
10 months ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Product Experience (PX)
🫣 How to view NON Usage Data in CS

If you’re a data nerd like me, 🤓  it can be quite exciting to see PX usage data in CS. No longer do CS team have to remain in the dark to find answers to burning questions, like:“What are the most popular features?” “Who are my customer’s power users?” “What engagements are getting the most views?” The benefits of gaining access to usage data in CS are endless. But what about NON-usage data? CS teams have often ponder questions like:“What users have NOT seen the PX NPS Survey engagement?” CS teams may choose to email NPS surveys via a Journey Orchestrator to those users who have not seen the in-app survey engagement  “Who has NOT used any golden features this month?” CSMs could use this information during a customer’s Executive Business Review Valuable NON-usage data like this requires some additional configuration to become visible in CS. Let’s consider the use case below to explore how: Users are onboarded via a series of in-app PX engagements. The CS and Education teams would like

850
AngelaBrown
10 months ago
kathleenkenny23
kathleenkenny23Gainsight Employee ⭐️⭐️
posted in Product Experience (PX)
We want to see YOU take the stage Pulse 2024! Calling all PX Friends!

   Hello Gainsight PX Family! We’re gearing up to have an incredible Pulse this year in St. Louis (new location!) and we want YOU to share your story and take the stage!  This year’s Pulse is really focused on Customer Impacting SaaS - this includes Customers Success, Product, Community, and Customer Education!  💫 HERE is our speaker nomination form💫 We often get a lot of questions around “How can I set myself up for success to get selected to speak at Pulse?”  Well, we’re here to help!! I'm going to list out some advice to help set you up to increase your chances of being selected - it doesn't need to hit all of these points, but the more the better! Format - Problem, Solution, and Outcome Keep in mind the power of storytelling with data!  Avoid using vague statements like “We saw a HUGE increase in X” but rather “We decreased X by Y% which resulted in $Z/ #Z, etc...Problem/Challenge - What did this situation look like before you intervened with Gainsight products (with measurable b

1370
kathleenkenny23
10 months ago
M
mwigozkiContributor ⭐️⭐️
asked in Product Experience (PX)
Session Replay in PX

Hello,I’m wondering if it’s on the GainsightPX roadmap to track session replays. Seems like there’s a lot of consolidation in this space with competitors recently announcing this capability.Thanks! 

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C
10 months ago
M
MikeMorenoContributor ⭐️⭐️
asked in Product Experience (PX)
Dialog Embed Option

Hi AllCould someone give me an example of how to embed a dialog into html page? I have only succesfully managed to this using selector [attribute=”xxxx”].I have not be able to successfully use class names using syntax .className etc.Best regardsmike.

572
AngelaBrown
10 months ago

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