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Sruthimalla
Sruthimalla
Gainsight Employee ⭐️⭐️
March 20, 2023
Blog

TOTW : Personalise user experiences like never before using Gainsight PX

  • March 20, 2023
  • 14 replies
  • 599 views

Hello PX-Rockstars!

What I am going to share with you all today is so close to my heart 🫶
 

If you have attended our recent office hours (Recording here), you already know what I am sharing today from the title itself. But for those who could not make it - here you go; this post is a recommended guide on personalising user experiences by capturing user inputs. 
 

Over the last few months, we have seen significant updates to our V2 editor templates. Thanks to Abhilash ( @aharkut ) , our product manager, who takes the time to improve these templates to cater to various use cases. So if you see something inspirational and operational regarding dialogs/in-app engagements, you know whom to share it with. 


Let’s get to the basics of “User profiling.”

“User profiling” is the process of improving the user profile data so that we can group them into specific groups on various metrics and personalize their reach outs and engagements in multiple ways.

So user profiling is the first step you need to focus on to personalize user experiences.

How do we do this in PX today?

You can build some onboarding questionnaires into the product to get started. Still, if you don’t want to waste your engineering efforts in this process, I recommend you try our V2 engagement dialogs to do the same. 

 

Step 1: Select a default template from the V2 editor templates


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Step 2: We will add and edit the existing cells from this template to achieve what we want. When you hover over any section in the template, you see two symbols + and recycle bin. 


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Step 3: Remove all cells except the header by clicking on the “recycle bin” icon on each cell

 

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Step 4: Now let’s add a three-partition cell below this header cell by clicking on the plus icon

 

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Step 5: Add a custom button to each of the three partition cells, which will look like the one below.

 

Step 6: To add the custom button, you need to add it by clicking the “insert custom button” on the editor pane.  

Step 7: Now edit each custom button in “Button Settings” 

 

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Step 8: Set an action for the button, defining what a click on the button should do

 

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Step 9: In our case, it is “Update user attribute,” so choose that field from the drop-down list. 

 

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Step 10: Now define what value the button should update in the user profile by giving a value to the user attribute as above and do the same for the rest of the buttons. 

 

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Step 11: You can update the boolean fields of a user profile using the same logic as below 

 

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Amazing isn’t it? 
 

User profiling is bliss to business owners and campaign strategists who wants to drive adoption using personalized journeys. This exercise will help you for sure!

Happy PX-ing!

(Did I say, FOLLOW ME for more -instead of Bye!😉)

 

    14 replies

    Show previous replies
    JayS
    JayS
    Helper ⭐️
    August 20, 2024

    Hi @aaronhatton and @Sruthimalla.

    In this and Aaron’s other post, it was mentioned there was a high response rate. Would you mind sharing a percentage of Gainsight users that completed this and have a persona showing on their PX user record?

    I implemented a similar persona survey (using much of Aaron’s code) and while we do have some response, it’s not what I would consider “high.” It’s currently about 7% of active users over all of our solutions that have a persona survey. 

    I’m trying to find a way to increase user’s interaction with the survey so we can increase that percentage. We are in the process of implementing Gainsight CS as well, and those teams would welcome this type of information.

    I appreciate any information you can share.

    Jay

    cc: @jmobley @aroberts @woodlande @Gainsight2022 @wheelern 

    Jay Sherwood
      aaronhatton
      aaronhatton
      Helper ⭐️⭐️
      August 20, 2024

      Hey @JayS! Great question. When we created it as optional, we saw a 72% response rate and only had one user complain (which was a misunderstanding on how we use the data).

      We ended up making it mandatory for all users.

      If you are having issues with a low response rate, my suggestion would be to focus on the “What’s in it for me” value in the messaging. Giving insights into how this would benefit your end users. Failing that - making it mandatory and the top priority, ignoring any throttling would be the alternative solution

      Aaron Hatton | Head of Digital Customer Success (PVcase)
        JayS
        JayS
        Helper ⭐️
        August 20, 2024

        Thank you, @aaronhatton. Would you mind being more specific about “making it mandatory?” Do you mean removing the “X” to close it, or something else?

        Jay Sherwood
          susanne.khatib
          Gainsight Employee ⭐️
          susanne.khatib
          Gainsight Employee ⭐️
          August 21, 2024

          Hi @JayS! I’m on the team that helped build this out. You’re exactly right, as a first step we removed any X/close/skip options from the engagement. To supplement this, we modified the settings within the Schedule tab. If a user doesn’t complete the engagement, it will show up to 3 times (with at least 2 days between views) and we ignored throttling to ensure that it appears. Lastly, we set the engagement to the highest priority level so that it appears before anything else a user may qualify for.

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