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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
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Tip of the week: Utilize API's to update user preferences and re-subscribe users for emails

Gainsight Rest API’s can help you to update user preferences in the attributes section of User profile.User preferences often include guidedTours, onboardingBot, productUpdates, surveys, trackUsage and trackEmailAnalytics. You can update them manually for each customer or leverage api’s to update multiple at the same time. In the previous article we discussed on how to give end user the option to enable or disable KC bot, but if you would like to manage the same by your end, you can follow the below steps to set ups to get started.If you would like to access rest api’s, you would need create an api key from PX to connect your instance and either get data or update data in PX.  Once you connect your PX instance, you can utilize the update user preferences section page to run the query of updating the users for whom you would need to update.   In the similar way we can also re-subscribe users who unsubscribed for our emails using the similar process. You can see if the user has unsubscri

1590
Surendra
1 year ago
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Tip of The Week: How to give an option for customers disable KC Bot?

Sometimes we hear feedback from very mature end users or some power users asking, they don’t want the KC bot, but disabling the bot for individual users is time-consuming either by updating user preferences or even updating them from the user's full profile. Here is a way we can provide an option for users where they can handle their user preferences.Step - 1 Create a custom attribute which would be something like a User Bot PreferenceStep - 2Create a guide engagement using the V2 editor, with custom buttonsEngagement about KC botStep - 3 Update custom buttons with action settings as below. So if the user clicks on Disable button it should update the custom attribute created with DisableFor the other button, you can select the same attribute as Enable, it is required if the customer wants to keep the bot in later stages after they disable the bot.As we got the customer intention, now we can implement this in the KC botCustom button to custom attributeStep - 4While adding audience rules

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Surendra
1 year ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Product Experience (PX)
🪴 Plant Mom User Proficiency Path Framework

About a year ago, I decided to take up a new hobby- caring for houseplants. I was not blessed with a green thumb and had never been able to keep plants alive before. So, in order to be successful with my new hobby, I had to approach it through thoughtful baby steps. I had to consider what was the most essential skill set to master as a brand new plant parent in order to build the confidence and knowledge necessary to reach peak Plant Mom status. 🌿Think about the end users embarking on a new journey of becoming proficient in your platform. Their experience is not that different from learning a new skill or hobby, like caring for plants. What is the most important thing for users to master as Novice, Intermediate, and Expert users of your product?How do you measure success as users adopt new features? How does the user journey tie into Customer Success metrics? Introducing the User Proficiency Path FrameworkThis workflow exemplifies the beauty of using PX and CS together to meet your Cu

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AngelaBrown
1 year ago
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aravagoContributor ⭐️
asked in Product Experience (PX)
Same directory for Disk queueing for multiple application

Using the C# SDK, and currently working on setting up gainsight px with disk queueing. Would there be an issue if there are 2 application(different API key) using the same DurableQueueDirectoryName?How about 1 application with 2 instances running?

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D
1 year ago
link_black
link_blackGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Tip of The Week: Combining a Multi-question Survey with an NPS survey in sequence

In Gainsight PX, there is currently no way to either add a standard NPS question to a Multi Question Survey or include additional questions to an NPS Survey. However, you can have one Survey Engagement follow immediately after the other Survey Engagement is completed by using smart Audience Logic configuration settings. Here is an example that you can build yourself or even consider adapting to other scenarios when you need to present multiple, separate PX engagements in a coordinated series.   Build your amazing Multi-question Survey … just as you always do. Build your NPS Survey In your NPS Survey Audience Logic, include an In App Engagement Rule that requires the Multi Question Survey Engagement to be COMPLETED only “1” time.   Here is what it looks like in action …       Pretty cool, huh? Enjoy!      

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mdowney2
1 year ago
shireesha_reddy
shireesha_reddyHelper ⭐️
posted in Product Experience (PX)
Tip of the week: How to Embed Wistia videos into an Engagement

Hi All, I wanted to give a quick explanation of how to embed Wistia videos into an Engagement. Currently in PX Engagements, we can embed Youtube videos directly without changing any code. But if you want to embed Wistia videos, you need to use the following code: CODE: <iframe src="//fast.wistia.net/embed/iframe/{!video ID}" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" allowfullscreen="" mozallowfullscreen="" webkitallowfullscreen="" oallowfullscreen="" msallowfullscreen="" width="620" height="349"></iframe> If you are using Wistia video, make sure to use the src = "//fast.wistia.net/embed/iframe/{!video ID}" If you embed the direct code from Wistia, it will display an error.   I hope this is helpful, but please keep your product feedback and Community posts coming!   Thanks, Shireesha   ​  

4680
Bhagi Mundru
1 year ago
rschlette
rschletteGainsight Employee ⭐️
posted in Product Experience (PX)
Configure Data Loader for PX Subscriptions Hosted in EU

This article will explain how to configure the Gainsight PX Data Loader tool to work with PX subscriptions hosted in the EU data center.How do I know if my PX subscription is hosted in the EU data center?If you access the PX UI via a url with the app-eu subdomain (https://app-eu.aptrinsic.com/), that PX subscription is hosted in the EU data center. That means you’ll need to use the https://api-eu.aptrinsic.com/v1 endpoint when using the PX REST API, and you’ll need to configure Data Loader to use an EU endpoint as well. Configuring Data Loader to Use the EU EndpointData Loader includes a config.json file that sets properties like apiKey and fieldMapping. One property that is not included in the template config.json file is “dataCenter”. If not explicitly set, this property defaults to the US data center. In the default state, if a user tries to connect Data Loader to an EU-hosted subscription, they will see the error “Unable to login to PX, validate API key”.To set the dataCenter param

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rschlette
1 year ago
Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Clarify Intervals and quit (never show again) conditions for engagements

My team and I are trying to fully understand the behavior for intervals on guide engagements. Our use case is new user onboarding. As a user is new to the product we want to provide guides on the key pages of the product to instruct a new user. These guides will be bundled and displayed in a KCB for the user to self serve, but we want to use automatic display for the first few visits of the user to ensure they know they have these resources available to them.Desired behavior is to show an automatically triggered guide 1 time per day up to 3 times. With the ability to quit and not show if the user finishes the guide in the first or second viewing.Our current method for configuring this is as follows: Schedule > Qualification scope set to show 3 times with a day between and on completion quit. We believe this is the base of what we want. But the uncertainty arises with “intervals” and “occurrences” the documentation does not strictly define these terms or finish the written example to

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Bhagi Mundru
1 year ago
L
lpiconeHelper ⭐️⭐️
asked in Product Experience (PX)
Engagement Lifecycle: How do you manage your active onboarding engagement as your product UI changes

Scenario: We are iterating on a page in our product.We currently have a page specific on-boarding engagement running.The Audience rule will not be updated so we will continue to automatically trigger for net new users, but anyone can re-run the engagement from the KBbot.Question: I am interested in understanding how your organization handles these scenarios.My objective is to begin to teach the organization good engagement hygiene, so I naturally lean towards B - but I wanted to make sure that I wasn’t over-engineering the process. A - do you just update the current engagement (lowest risk, easier)B - do you create a new engagement, adding in an exclusion for the previous engagement (to keep the numbers clean).C - it just depends, does anyone else but me (in our org) want separate numbers, etc.

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L
1 year ago
S
sairam kidambiContributor ⭐️
asked in Product Experience (PX)
Need to track close icon click of a tooltip

Hi All, I’m new GainSight and created an engagement of where show a tooltip. I have got analytics for how many users have seen the tooltip(with close icon) but what I need is, is there any way to get to know how many users have clicked on the close icon of tooltip? Any help would be appreciated! Thanks

190
S
1 year ago
E
efinchHelper ⭐️
asked in Product Experience (PX)
Gainsight PX REST API Error

I am using the Gainsight PX REST Api’s for the first time, and I am getting back an unsuccessful response code.  Any guidance on what would be the cause of this?  Is it a matter of an invalid api key or what? Response Code: 405 (Method Not Allowed)HttpMethod: PutApi: https://api.aptrinsic.com/v1/users/

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E
1 year ago
Snigdha Adiraju
Snigdha AdirajuGainsight Employee ⭐️
posted in Product Experience (PX)
The Secret to Driving Feature Adoption: How Adobe Increased Feature Utilization by 24% and Achieved Feature Conversion Rates of 58%

In-product guidance is essential to assisting clients in achieving product success. However, it is insufficient to construct a guide solely with the hope that it will influence adoption.How can we take these in-app experiences to the next level in order to ensure timely and pertinent guidance to increase adoption? Adobe Commerce partnered with Gainsight PX and overcame this obstacle by integrating a nurture strategy with in-product guides, leading to skyrocketing feature adoption metrics.🎉Adobe Commerce's in-product guide nurture strategy increased feature utilization by 24%. After integrating in-product guide nurture in Adobe Commerce, the team saw a 58% first-time feature conversion rate for guide completers. View the recording, to understand how Adobe Increased Feature Utilization by 24% and Achieved Feature Conversion Rates of 58% in our upcoming spotlight! 🌟 Recording Link 🌟   

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Snigdha Adiraju
1 year ago
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LisaSContributor ⭐️⭐️
asked in Product Experience (PX)
Export ALL engagement performance data and discrepancies in views

I have an in-app engagement that has completed after a two-week run, and I have four questions to which I cannot find answers in Gainsight’s documentation or community forum.Question #1: I want to export ALL of the data (over 854,000 rows) to CSV so that I can run analytics on it in Excel. However, when I download the data, I get only 10,000 rows. This appears to be an intended restriction, but it renders the export feature useless, so I have to wonder, am I doing something wrong? (See the first screenshot below.)Question #2: The number of rows shown in Gainsight has been increasing in tiny increments today, even though the engagement is completed. This morning it was 854,147 rows. Then after I visited another area of Gainsight and returned, it increased by one to 854,148. Now it’s up to 854,149. (See the second screenshot.) Why is it doing this?Question #3: When I look at the list of engagements for the same environment and date range, which shows the lifetime views, views, unique vie

490
mmarques
1 year ago
mmarques
mmarquesHelper ⭐️⭐️
asked in Product Experience (PX)
Have you used Path Analyzer with surveys?

I’m exploring surveys. I created a survey and am testing it with my internal users. The survey itself is fine. However, I want to use Path Analyzer to see what people did before running the survey.When I create a path analyzer report, I can select many types of engagements, but the category for surveys does not show either of the two surveys.Have you managed to include surveys in your Path Analyzer reports?

240
mmarques
1 year ago
Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Installing Gainsight with IFrames (PX)

How are others configuring Gainsight to track activity in IFrames? We have a few of our products that use IFrames extensively for their product and we are trying to identify the best way to track the usage of these products. We got to the Product Mapper phase of configuration and have identified that we are not able to tag anything within the IFrames, and are now looking for guidance on what we might be able to do. I have searched the Gainsight documentation and only come up with this one page: https://support.gainsight.com/PX/Install_PX/Install_PX_Web/Install_Gainsight_PX_in_IFramesIt is a very short description and I have passed it along to my engineers for them to see if they are able to work with this. But having the outline of an experienced team who has worked on this would be great. 

1720
link_black
1 year ago
jnies
jniesGainsight Employee ⭐️
posted in Product Experience (PX)
To NPS or CES, that is the question

Receiving feedback from your customers is crucial for identifying potential risks, uncovering warning signs, and establishing a strong advocacy program. It also serves as an excellent means to enhance your product offerings and improve the overall user experience.When my customers inquire about the type of survey they should conduct to gather feedback from their customers, the common question arises: NPS or CES? The straightforward response is BOTH. However, it's important to note that these surveys have distinct use cases and should be implemented at different stages of the user journey. Below, you'll find an analysis of the two survey options and the corresponding business scenarios for each. NPS: Net Promoter Score (NPS) Survey helps you get the data that you need to analyze customer satisfaction and to predict business growth. NPS is calculated based on asking customers a single question that predicts the probability of both retention and advocacy: “How likely is it that you would

300
jnies
1 year ago
jnies
jniesGainsight Employee ⭐️
posted in Product Experience (PX)
In-App Guides: How many steps is too many steps?

In-app guides offer an excellent way to guide both new and existing users through your product, showcasing its features and functionalities. However, the question often arises: "How many steps should my guide include?"  My first recommendation is to empathize with your customers and consider how many steps you would personally go through when learning about a new product or feature. Including too few steps might result in inadequate guidance, while including too many steps could lead to significantly lower completion and feature adoption rates. It's important to strike the right balance.  Fortunately, at Gainsight PX, we are passionate about data and have determined the ideal approach to drive customer engagement through in-app guides. Our analysis reveals that keeping the guides within 5 steps yields completion rates of almost 30%, with 2-3 steps being the optimal range. Completion rates from automatic engagements based on number of slides However, what if your product is highly compl

540
Tori Jeffcoat
1 year ago
rterakedis
rterakedisHelper ⭐️
asked in Product Experience (PX)
Clarify Exit, Skip, Snooze and Guide Completion Status

I can’t figure out from the documentation exactly how these 3 buttons (Exit, Skip, Snooze) work, in relation to the Audience Rules (In-App Engagement “Completed”) and Qualification Intervals and CTA’s (Links or Custom Buttons)?Some Questions:If a user clicks a link (CTA), does that mark the guide as completed?   My understanding is “No”. If a user clicks a custom button and that custom button closes the guide, is the engagement marked as completed? What is the difference between Skip and Snooze? If a user “Skips” is the guide marked as completed?   If not, do the intervals still apply? If the user snoozes, I would assume the intervals apply and the guide is only marked as “viewed”? Thanks for anyone that can help clarify!

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JayS
1 year ago
Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Product Mapping - Identify features with 0 usage

Once we have setup our product map (100s of pages and features) we had done spot checks to identify that things are working as expected while we were mapping. However, after some time we have come back to now report on the usage. We have identified that some of our feature rules must be configured incorrectly as some features have 0 usage logged against them. I am trying to find the best way to identify all of the features in our product map that have 0 usage. So far the only idea I have is to use the feature adoption report and traverse the 100’s of paths. Example after traversing down this path (see image) I see that the Permissions and Approval Criteria modules are empty of usage. Those would be paths that I need to investigate to find the feature that has 0 usage.This example has the limitation that there could be other 0s in the other paths (which there are). So I am looking for a way to see all the “features” (lowest level leaves on these module/feature branches) and their usage

480
link_black
1 year ago
kathleenkenny23
kathleenkenny23Gainsight Employee ⭐️⭐️
posted in Product Experience (PX)
DELTEK FTW!!!! Product + CS "We need to be a We"

Are you needing to get the point across that CS and Product Teams Need to work together?   Say no more as @btushaus with Deltek in this AMAAAAAAAAAAAZING Parody video (featuring the amazing stylings of T Swift) - YAY DELTEK!!CS+PM = “We” 😍😍

410
AngelaBrown
1 year ago
G
giocolasContributor ⭐️
asked in Product Experience (PX)
How to call identify via API?

Hi everyone, I follow instructions integrating javascript directly into my html pages, and after code modification by adding declaration and call identify everything works fine.But if I want to call identify passing user & account infos via API, how do I do this?… I didn't find an endpoint corresponding to call via API same identify function available in  javascript sdk! Only get method to read previous identifies ...Thanks.

350
G
1 year ago
aroberts
arobertsGainsight Employee ⭐️
posted in Product Experience (PX)
Looking to hire a PX Admin? Use this job description to help

Looking to hire a Gainsight PX Admin to support your Product Led Growth/ Digital Success initiatives? Here is a job description for inspiration! This provides an overview of responsibilities, requirements, and desired skills for that role. It emphasizes not only platform administration and program management but also an expertise in building engagements and digital materials.   Do you have another example or ideas on what we should add? Let me know in the comments 👇----- Job DescriptionAs a PX Admin you will be responsible for the administration, configuration, and maintenance of the Gainsight PX platform, a product analytics and user engagement tool. Your primary goal will be to optimize the usage of Gainsight PX to help drive data-driven decision-making and enhance the user experience. This role is  a critical resource to help us envision, launch, measure, and continuously improve our 1:Many efforts. You will also work closely with our digital programs team to create engagements tha

1860
bostonjillian
1 year ago
jnies
jniesGainsight Employee ⭐️
posted in Product Experience (PX)
Building Advocates for your brand: Getting Reviews!

Picture this: It's Friday night, and after a tiring week at work, you're craving a well-deserved date night. The question arises: Where should you go? If you're anything like me, you instinctively reach for your phone and start Googling reviews of the best restaurants in your vicinity. Ensuring a fantastic dining experience is paramount, and what better way to do so than by seeking recommendations from fellow diners in your area? Are the considerations for exploring SaaS purchase options truly distinct from deciding where to dine? Well, perhaps there are many differences, particularly when it comes to pricing. Nevertheless, as humans, we have an innate inclination to rely on recommendations from others when making decisions about what to do and where to go. Just as Google and Yelp reviews serve as valuable resources for restaurants, platforms like G2 fulfill a similar role for SaaS organizations. Having spent my formative years in the restaurant industry and now building my career in c

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jnies
1 year ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Product Experience (PX)
#2minHowTo: How to create a PX+JO Adoption program

Check out this 2 minute video below to learn how to automate customer outreach to drive product adoption by launching PX engagements directly from a Journey Orchestrator campaign. Include digital and human touches to deliver curated end-user communication at scale and tap into amazing PX+CS potential!  This post is part of our #2minHowTo campaign. Make sure to check it out and encourage others to share their expertise! I am nominating @jmobley  and @ElleShutty to take up this challenge.

910
AngelaBrown
1 year ago
jnies
jniesGainsight Employee ⭐️
posted in Product Experience (PX)
The top 5 questions I receive as a Gainsight PX CSM

During my tenure at Gainsight, I have had the opportunity to collaborate with a diverse range of Enterprise organizations worldwide, spanning various sectors such as healthcare and education. While the specific use cases may differ from one organization to another, I frequently encounter common inquiries as a Gainsight PX CSM. In this blog post, I'll address the top 5 questions I receive: 1: Where should I start?Although PX itself is an intuitive tool, becoming an expert may require a slight learning curve. My recommendation to customers is to invest time in PX University, a hub that offers comprehensive training resources. These resources include everything from installing the PX Tag to enable user tracking, to learning how to execute targeted in-app engagements. Our training videos available in the university will swiftly elevate your proficiency! 2: What should be my focus?Initially, the influx of telemetry data may feel overwhelming. Rest assured, this is a common sentiment. When w

790
jnies
1 year ago

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