Don’t you just love when things work well together? Peanut butter and strawberry jelly. Peanut butter and banana. Peanut sauce and chicken satay. Maybe I need to go make a snack….My point is, I think peanut butter goes well with most things and I also appreciate when something I’m passionate about has multiple ways it can be used.
Now that I’ve had a snack, let me get to what I want to review today. Gainsight Product Experience (PX) and Customer Communities (CC) are two powerful tools that can be used together. By connecting these via the available integration, you can create a more seamless and personalized experience for your customers. One of the benefits of the integration is that it allows you to display community content in the PX powered knowledge center bot and pull in specific content from the customer community, such as the latest questions and discussions.
Setting up the integration was something even I was able to do so I want to provide you with some best practices and strategy tips to help you get started:
- Requirement - Admin Permission
- When setting up the integration, it is important that you have admin level permissions for both PX and CC.
- You must have Customer Community Admin Console credentials to generate the API Base URL, Client ID, and Client Secret needed to configure the integration.
- CC API Documentation
- Gainsight University Course on integrations
- Note: The Author ID field is used when you have a private community that you want to serve up specific content from. This needs to be the CC admin ID
- Identify your audience and their needs.
- With the PX Knowledge Center Bot, you have the ability to serve up content to a defined audience. Knowing who this audience is will help you determine what categories to bring over from your community and the content you will be delivering. This includes deciding how you want to organize your content, what categories and tags you want to use, and how you want to link related content together.
- What types of knowledge and support do they need? What are their preferred channels for accessing information? Once you have a good understanding of your audience, you can tailor your knowledge center accordingly.
- Use community content in conjunction with other knowledge sources when setting up your bot.
- Consider using other knowledge sources, such as product documentation, FAQs, and training materials, in conjunction with community content.
- In addition to text-based content, such as questions and discussions, consider using other content formats, such as images and videos. This can make the Knowledge Center Bot more engaging and informative.
Easy right? Now that you have the integration set up and you are starting to build your PX knowledge center bot, let’s look at how using this functionality can ultimately help improve your customer’s experience and help you along the way.
- Increase Self Service Engagement
- Use community features to encourage knowledge sharing and collaboration. For example, you can create discussion forums where customers can ask questions and share their knowledge with each other. Make it easy for customers to access materials and resources they need to solve problems, prioritize goals, understand best practices, and/or initiate self-help education.
- Guide users through their onboarding at scale using a combination of community posts, guided feature walk-throughs and on demand information available via the Knowledge Center Bot.
- Decrease support inquiries by using KC Bot to serve community content and search your Knowledge Base
- Improve User Engagement and Experience
- By providing your community content directly in your product when your customers need it, you can create a more connected and engaged customer experience. This can lead to increased customer satisfaction, loyalty, and advocacy.
- Align communication across all aspects of your customer’s experience and provide a new way of allowing your customers to discover your community.
- Drive traffic directly from your product to your community.
- Gainsight PX provides analytics that can help you track how users are using your knowledge center. You can use this information to improve your knowledge center content and make it more relevant to your users.
There are so many other reasons I can think of to encourage everyone to connect their PX powered Knowledge Center Bot with their Customer Community but if you’ve made it this far, I would like to hear from you. What are some ideas you have for how to use this integration?
One final important thought: Peanut butter and chocolate! How did I forget that one?
