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The holiday season is here—a time of celebration and opportunity, but also a period of unique challenges for B2B SaaS companies. Limited staffing and increased demands can make it difficult to maintain user engagement and provide seamless support. With Gainsight PX, you have the tools to ensure a smooth and delightful customer experience, even during the busiest time of year. Let’s explore how to stay connected and deliver top-notch support while spreading a little holiday cheer. 1. Automate User Onboarding and SupportSimplify your operations with automation so you can focus on what matters most. Gainsight PX makes it easy to create a positive first impression while minimizing the need for live support.✨ Example: Design holiday-themed onboarding walkthroughs to help seasonal employees or new users get started quickly. Incorporate cheerful visuals or a festive touch to make the experience more welcoming. 2. Boost Self-Service with Resource CentersEmpower users to solve their own challen
As a Gainsight Admin, I need to send a unique email version in a Program to a participant based on a real-time calculated field.Use cases:Sending a follow-up with different text based on a current value such as client healthscore Changing who an email is sent to based on current value, such as adding an executive to the email if a threshold is met after the Participant List is generated
Picture this: It's Monday morning, and you need to understand why customer engagement dropped last month. Your current options? Wade through multiple spreadsheets, wait for an analyst to build a custom report, or click through countless dashboard filters hoping to stumble upon the answer. Sound familiar?Here's a reality check: while every enterprise software product comes equipped with robust reporting features, what users actually want isn't reports – they want answers.The Hidden Cost of Traditional ReportingFor too long, getting business insights has felt like playing a corporate version of telephone. You start with a simple question: "How are our customers using our product?" What follows is an all-too-familiar routine: requesting reports, waiting for them to be generated, analyzing various visualizations (yes, including those occasionally indecipherable pie charts), and often repeating the entire process when the initial data doesn't quite answer your question.This isn't just inef
This isn’t so much an idea or issue with Gainsight itself but as someone who regularly engages with support through the web form can you guys please fix the values in the “I need help with...” field of the form such that the values are sorted alphabetically? It would making finding things much easier if you did so and since you guys are using Zendesk making that change is painfully easy. All a Zendesk admin would have to do is go to the field display on the form (form Id 44006 per the url) and select “Sort descending” hit save then wait a few minutes (up to 5) for the change to sync to the help center form and your done. Quick video outlining the issue and showing how to make the change:https://share.zight.com/OAudEoZ4@ophirsw @elliot_hullverson
The column width for the drill down of the OOTB CTA Widgets in Gainsight Home Summary Ribbon is incredibly tiny. All columns are treated the same in terms of width, when CTA Name should have priority and be larger. Right now, it’s truncating CTA name to about 10 characters...not even enough to get the full first word of a CTA name…To add fuel to the fire, the column widths are not sticky, so if a user spends time readjusting to get the CTA name in full (which, they need to do), they are stuck doing this every single time they access the drill down. Not a good user experience at all.
Within our CS department, we have different tiers of managers, CSMs, and CS support personas who all need to see different things. It would be great if we could configure the OOTB widgets to perform different actions based on needs. For example, the CTA widget on Home is designed to filter CTAs by Company→ CSM, not CTA → Assignee, which causes problems for Gainsight users who are not CSMs to see tasks assigned to them. I’d love for the full team to get use out of this part of GS Home but the current set up is proving difficult.These are a few example use cases I’m finding where this limitation causes issues:Our support team who have no companies assigned to them won't see any CTAs in the widget, even if they have CTAs assigned to them to aid with CSM work CSMs who are doing work on larger cross-collaboration projects won't see the CTAs assigned to them because it's not on one of their listed companies Managers who have CTAs assigned to aid in the renewal process for CSMs won’t see thos
Please make the pre configured CTA attributes like the Risk CTA in the GS Home summary widget clickable also. You can only star the CTA or update the Status or due date but you cannot click on the CTA name to open it. It’s hard to manually click the company name first and then open the cockpit to find the CTA. Instead the summary widget attribute drill through would be much more helpful.
So apparently this is an “intended” design:If you use the out of the box “Cockpit” widget in the new Home’s Summary Ribbon and open any CTA report like “CTAs due this week” you cannot open any of the CTAs. Funny enough you can close them, but because of the needlessly limited real estate you can hardly read the name of the CTA. The widget feels hardly usable and not at all actionable.Please allow users to open the CTA from this window.
Greetings, fellow Product Visionaries!Let's figure out how to check if your in-app engagements are really hitting the mark and giving value to your users. 1. Eyes on the ClicksFirst things first, let's look at the clicks. How many people are actually engaging with your messages or pop-ups? Think of it as checking how many folks took a bite of the delicious free samples you offered at your bakery. If people are clicking, it's a good sign they're curious and interested.Examples - If you are interacting with users using a1) Guide, then you can see the flow of users over the number of steps you have in the guide and completion rate.2) Slider, the you can see number of slides did the user view to number of people who completed the whole engagement3) Dialog, this engagement automatically marks as completed as it is pop-up and a single page, so seeing number of CTA’s received for this engagement makes more sense4) Emails, number of opens and number of button clicks should help you understand
A user reached out to me said he’s not receiving email updates from our community. In replying to him, I realized that the places he should check his settings are fragmented. Most settings are under profile settings, but not all Product Update subscriptions are completely separate Event Notification subscriptions are completely separate Each Forum Subscription is separate on the forum category pageThis idea is holistic feedback that it should be possible to manage all of these in one profile settings page. Within that is probably two core ideas: Product Update and Event subscriptions (#2 and #3 above, as well as any others I may be missing) should be added to profile settings (#1 above) and changes to subscriptions should be bidirectional (if you unsubscribe on one page, the setting updates in the other like with unsubscribe variables) Forum Subscriptions should also be able to edited from profile settings. Perhaps a multi-select drop down of the available forums and which they want
I’d love to see some additional warnings/notification if making a change to the query in an active JO Program. The semi-new notifications when editing email templates are great at calling out the impact of a change, but we don’t have the same level of notifications in the program itself. We recently had a filter inadvertently removed from a JO query which is a much larger impact that some changes to the email template.
If I want to manage the categories that I subscribe to, currently I have to navigate to those categories and subscribe/unsubscribe. This assumes that I remember exactly what I’m subscribed to. 😅On the Profile > Subscriptions page, I would like to see (and I’m surprised you can’t today) the categories I follow, so that I can easily manage them. As a long time member of our organization’s community, on my Subscriptions page I see 400+ posts that I’m subscribed to. Maybe buried in there is the list of categories I subscribe to, but there’s no way to see that.
We have large dashboards that our CSMs use. If there was a way that we could default the view of the dashboard to “current user” our CSMs would not have to apply the filter every time and load times would hopefully be improved. We have CSMs saving their filters, but we have received feedback that the saved filters reset frequently causing frustration.
Hello!As we implement Email Campaigns more via our CC platform, I’d like to suggest the ability to export the different stat groups created (Delivery Rate, Open Rate, etc) to CSV. It would allow us to send that info to other groups at the company - for example, the users who clicked the link in the email could be passed over to another team to determine if they are existing customers or potential prospects.-Sam
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We’re looking to implement the Zoom integration, but I’m having trouble finding exactly what it does. This help article explains how to set it up, but doesn’t explain the features: https://support.gainsight.com/ce/Integrations_and_Add-ons/Integrations/Zoom What specifically does the Zoom integration change for ILTs? Does the Zoom integration from CE automatically create a Zoom event or do these have to be done separately and added to each event?
I am trying to pull a report on user activity by country for an all hands session and while i can see the inferred data in the user and account reports, when using using query builder - all reports come back empty when i try to use country code or name. what gives?
