Skip to main content

Table of Contents:

Buckle in folks, we have a lot to cover! 

Let’s start with an exciting announcement! inSided is now Gainsight Digital Hub! 🚀 🎉 🙌 🤩 Can you tell we’re pumped about this?!

We’ve collected a ton of feedback from you and conducted extensive market research, and uncovered a key challenge that we believe Gainsight is perfectly positioned to address. Today’s digital customer experiences are disjointed and confusing. Users lack a single, predictable location to turn to for the self-serve resources and influential community content they need to deeply engage and adopt your product. 

Gainsight Digital Hub brings your self-serve resources and product best practices together in a centralized destination to create powerful, personalized customer experiences that drive adoption, retention, and engagement. We have big plans for how we will grow and expand this new product line (we’ll dive into the big roadmap items below!)

What does this change mean for you?

First, we want to reassure you that the product, functionality, pricing, and packaging are not changing. The only thing changing at this time is the name. The community solutions that you know and love are here to stay. We will simply be expanding the solution to be a true hub for your customers.

For those with a very keen eye, you may notice slight brand adjustments in the navigation, color choices, and of course, a brand new logo in control. 

If you have any questions, you can still turn to the inSpired Community! We’re still hanging out here, so you should too!

Now onto the roadmap! Our team was busy this past quarter releasing some really awesome features, integrations, and enhancements. Let’s take a look!

 

Released Recently:

New Feature: Custom Pages

To provide you with even more flexibility and robust customization options, we released Custom Pages! Custom Pages allow you to build out your digital hub experience to fit your business needs with standalone, customizable pages that can be linked to/from anywhere using a unique URL. You can leverage this functionality to create pages tailored to specific personas, product areas, event promotions, onboarding guides, and more.

New Gainsight CS Connection: Community Metrics

Leveraging a seamless connector between Gainsight CS and Digital Hub, you’ll be able to surface valuable community metrics directly into the Gainsight C360 dashboard. This data can be used to influence health scores, identify at-risk accounts, gauge product sentiment, and collect real-time feedback from end users.

New Feature: Reported Content

The new Reported Content feature allows end-users to report content. Reported content is surfaced in a new moderation overview page called “Reported” in control. Community managers now have access to enhanced moderation capabilities with a more robust moderation flow of the reported content submitted by community users.

New Feature: Trash Can Overview

The new Trash Can Overview page enables you to better moderate your content to keep your community clean and relevant. On top of Articles, Questions, and Conversations, moderators can now restore or permanently delete topics and replies on Ideas and Product Updates. The new overview page also includes the ability to permanently delete and restore content in bulk, and empty the entire trash can in one click!

New Integration: Intercom

The new native Intercom integration allows users to seamlessly search for Intercom Help Center content directly in your digital hub using Federated Search. With the new Create an Intercom Conversation button, you can quickly escalate community posts to Intercom Conversations for quicker support.

 

Enhanced Integration: Zapier

Our Zapier integration enables you to securely trigger workflows based on community activities and connect other apps to trigger behaviors on Digital Hub. With this enhancement, you no longer need to store API credentials in Zapier in order to use the API, making it immensely safer and more secure. The enhancements also provide extended functionality because you are not limited by the inbuilt Zapier events.

 

Enhanced Integration: Thought Industries

Our new Federated Search integration for Thought Industries allows your community members to simultaneously search through your community content and your Thought Industries courses, providing a single place to access all of your educational and support information.

 

Enhanced Integration: Salesforce

We’ve updated the Federated Search capabilities with Salesforce. You can now pull in the knowledge content that you publish on your custom domain using Salesforce cloud experiences. This also allows you to aggregate content that is gated behind a login wall in your customer hub, for example, the content that you enabled only for specific groups of users on your SFDC customer or partner channels.

 

Open Beta: Segments & Email Campaigns

Segments & Email Campaigns empower you to boost engagement and drive community participation with an easy-to-use email solution. Using Segments, you can create a dynamic list of members based on criteria such as user role, last activity, registration date, etc. Send targeted one-off or automated Emails Campaigns to this list of members based on their user behavior to engage them and guide them to the community. Easily scale digital onboarding or customer re-engagement programs leveraging the rich content that already exists on your community.

Now let’s dive into what we are working on next!

 

Coming Soon:

Expanded category hierarchy to support multiple products

As your business and products continue to grow, there is a need for a more flexible content structure that can support multiple products in a single, centralized destination. We are expanding our categorization hierarchy to enable you to organize categories in a way that makes sense for your business. 

 

Multi-language support

Your community is as global as your product, and users want to be able to consume content in their own language. But translating and managing multiple languages is A LOT of work. We’re exploring ways to help the small, but mighty communities address this problem in a big way. You can look forward to features like a language picker in Destination and the ability to edit phrases in different languages.

Updates to event creation and management

As events take an increasingly more significant role in your community and CS strategy so grows the need to offer a more robust and scalable Events solution. That’s why we’ll make event creation and management much smoother and more efficient, by allowing you to save events as a draft, schedule them in the future, preview events, and duplicate events.

Improved destination experience for events

We’ll be bringing customization mode to Events so that you can customize this page with additional widgets, callouts, banners, etc. We’ll also bring the Events overview more in line with the Product Updates overview by adding filtering options and pagination.

Product switcher and SSO in control

For customers that leverage the Gainsight platform, we are building a product switcher to enable users to easily switch between Gainsight CS, Gainsight PX, and Gainsight Digital Hub control interface. Using a new drop-down widget and Single Sign-On (SSO) for automatic authentication, a user can quickly jump between products without needing to log in again. Better together!

What do you think?

We are always open to feedback. Let us know what you think in the comments! 

How should we interpret enhancements listed in previous roadmap updates, but not in this one? (Ex. customizable drop-down menus)

Looking good! 🌟

Is there any plan for a feature much like the multi-language feature but for switching between content? Our community is primarily towards B2C customers, and a switch between B2C and B2B content would be  a m a z i n g .

 

New Gainsight CS Connection: Community Metrics

Leveraging a seamless connector between Gainsight CS and Digital Hub, you’ll be able to surface valuable community metrics directly into the Gainsight C360 dashboard. This data can be used to influence health scores, identify at-risk accounts, gauge product sentiment, and collect real-time feedback from end users.

 

 

 

This dashboard looks different to mind - is this a prototype? 

How should we interpret enhancements listed in previous roadmap updates, but not in this one? (Ex. customizable drop-down menus)

Hi @DannyPancratz! We're transitioning these roadmap updates to focus on what we're working on in the short term, so while items like custom dropdowns may not show on this one, they’re still on the long-term plan

Looking good! 🌟

Is there any plan for a feature much like the multi-language feature but for switching between content? Our community is primarily towards B2C customers, and a switch between B2C and B2B content would be  a m a z i n g .

Hi @JeppePeppe! Thanks for the reply. Could you elaborate a bit more on this? and how do you currently differentiate between B2C and B2B content currently? Do you use tags or different categories for instance?

 

New Gainsight CS Connection: Community Metrics

Leveraging a seamless connector between Gainsight CS and Digital Hub, you’ll be able to surface valuable community metrics directly into the Gainsight C360 dashboard. This data can be used to influence health scores, identify at-risk accounts, gauge product sentiment, and collect real-time feedback from end users.

 

 

 

This dashboard looks different to mind - is this a prototype? 

 

Hey @timcavey 👋,

This is the C360 dashboard for Gainsight CS rather than Gainsight Digital Hub control environment. So although they have similar navigation and style, they are different products.

Hi there, the Notification Center is one of the most requested features by our end users and superusers. It was announced last year but I cannot see it on this Roadmap Update.

Is it still planned? Just checking!

Cheers :)

Hi there, the Notification Center is one of the most requested features by our end users and superusers. It was announced last year but I cannot see it on this Roadmap Update.

Is it still planned? Just checking!

Yeah me too!

I have questions about the Multi-language support:

  • Does it translate only the platform (menus and so on), not the content?
  • What languages are supported?

 

 

Hi there, the Notification Center is one of the most requested features by our end users and superusers. It was announced last year but I cannot see it on this Roadmap Update.

Is it still planned? Just checking!

Cheers :)

Hi @Daniele Cmty and @revote! We're transitioning these roadmap updates to focus on what we're working on in the short term. The Notification Center is still on the roadmap, it is just planned for a little later this year!

Gotcha! Thank you so much for clarifying, @Jessica.Quazza! :)

Looking good! 🌟

Is there any plan for a feature much like the multi-language feature but for switching between content? Our community is primarily towards B2C customers, and a switch between B2C and B2B content would be  a m a z i n g .

Hi @JeppePeppe! Thanks for the reply. Could you elaborate a bit more on this? and how do you currently differentiate between B2C and B2B content currently? Do you use tags or different categories for instance?

 

@Sudhanshu Today we have guides and articles directed to both B2C and B2B customers, which can get a bit confusing for users when they are trying to find information. We sometimes split up the articles with B2C content in the beginning and B2B information at the bottom. Sometimes we have two versions of the same article (1 B2B and 1 B2C).

But being able to switch between B2B and B2C directly in the community, much like the multi-language toggle shown above would be amazing since the content appropriate for the specific type of user would only be shown.

As a bonus, maybe the SSO-login could be recognized and automatically show B2B or B2C content based on the user login.🤔

I would recommend not using flags in the language picker (i.e the Union Jack for English), and rather using standard iso language abbreviations (i.e De for German). This will help native speakers who may not know the english word for their language and avoid implying localization (i.e British English vs American English). 

I would recommend not using flags in the language picker (i.e the Union Jack for English), and rather using standard iso language abbreviations (i.e De for German). This will help native speakers who may not know the english word for their language and avoid implying localization (i.e British English vs American English). 

Hi @mirons! Thanks for the feedback. Indeed we’ll be using language codes compliant to ISO 639 along side the flags. Please refer the screen below. Same will be reflected in the destination as well.

@revote In the first iteration, only the phrases will be translated. You can find the list of languages in the first iteration below:

>>Expanded category hierarchy to support multiple products

 

Hi - thanks for sharing the update. Is the above referring to the ability to have More than one level deep category hierarchy (Parent > Child )?  

 

Hey @ruc 👋,

Exactly right. We’ll be increasing the level of nesting by one. I’m not sure of the exact naming convention we’ll use for it just yet but the structure will be Product/Container > Parent > Child.

Terms & ConditionsCookie settings