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JKucek
Gainsight Employee: Shoshin
JKucekGainsight Employee: Shoshin
posted in Deliver Customer Success

Leveraging Collective Wisdom: Key Insights from Gainsight's Healthcare Brain Trust

We recently hosted the first of our four part Healthcare Brain Trust series bringing together healthcare tech’s finest with the goal to tackle common challenges and brainstorm solutions around Customer Health in a collaborative environment.  Key Themes included: ✍🏻 The importance of understanding and implementing effective customer health scores and the challenges and opportunities associated with data sensitivity and privacy.  🙌🏼 We also explored the value of having clear definitions for metrics that resonate across different departments to ensure a cohesive strategy. 💪🏼 We discussed the ongoing need to adapt and refine health scores based on actual customer experiences and the potential benefits of segmenting these scores according to customer maturity and product lines.  I look forward to continuing our discussion on May 21st and going through some practical applications, as well as tackling some of the challenges we identified.  

1
V
Veteran Rookie
56 minutes ago
V
VIjayasailesh KaturiRegistered User

Ability to create Timeline Activities under CTA through Outlook PluginNew Idea

Hi Team,At present, we can record timeline activities to C360 and R360 via the Outlook plugin. However, we lack the capability to directly log timeline activities under a CTA through the Outlook plugin. Can you please incorporate this functionality into the product? Regards,Vijayasailesh 

4
L
Shoshin
2 hours ago
Julian
Gainsight Employee: ACE
JulianGainsight Employee: ACE
published in Emails

Guide to all variables in notification emailsGuide

With variables, you can enrich the user experience by including e.g. the username or the name of a topic. They are also essential as each notification will include different urls to content etc. You can even preview snippets of content directly within the mail! In this guide, you will learn about the different variables which you can use in each of our notifications. Important:Make sure to test changes on your staging environment first before updating on production Variables are not universal - each notification email supports only the variables listed It is not mandatory to use variables - however we recommend to use them You can also use variables in hyperlinks (e.g. {url} as the url within {title} to make the topic title clickable) Below, you will find for each email notification mail that exists. Just click on the spoiler for each notification and you will see:Email subject variables Email body variables Activate account This notification is sent right after the registration form h

193544
olimarrio
Gainsight Employee: Veteran Rookie
2 hours ago
M
Shoshin
mbuuck1Shoshin

Sort by number of replies in ascending order in Dynamic Content WidgetNew Idea

Hello - in the Dynamic Content widget, it is possible to sort by reply count. However, it’s not clear if it’s possible to specific the order. It seems to default to descending order - the highest number of replies to the lowest. However, for my use case, I would much prefer the opposite, as we’re trying to use this widget to surface questions that still need help. Is it possible to sort from lowest to highest reply count? 

1
Kenneth R
Gainsight Employee: Veteran Rookie
2 hours ago
Sebastian
SebastianGainsight Product Manager
published in Email Campaigns

Sending an automated email campaign

Automated emails are ideal for: Onboarding emails (eg. an email flow that sends after 7, 14 and 30 days) Reactivation emails (eg. an email to users that haven’t been active for more than 30 days) Promoting certain actions (eg. an email to new users that haven’t joined a group yet) Publishing an automated campaign means that the email will be sent to a user once they match the criteria for this campaign after publishing. We will check the filters every hour. Users will only receive the automated email once during the lifetime of an automated campaign (so not every time they match the criteria).Creating an automated email Select the Email Type Select Automated as the email type Create the email itself Create a subject for the email (max. 256 characters) Create the body of the email Select recipients You can apply one or a combination of the following filters: Primary role Custom role Last activity Registration date You need to apply

42331
Kenneth R
Gainsight Employee: Veteran Rookie
2 hours ago
Lena H.
Veteran Rookie
Lena H.Veteran Rookie
asked in Customer Communities (CC)

csv Export of Segment: What is the logic behind "Last activity" & "Last visit"?

Hi,When pulling a segment csv export I have 2 columns, I don’t understand what they stand for. Q: What is meant by “last activity”?Q: What is meant with “last visit”? (Last visit is before last activity.)  In the segments overview “Last activity” is defined as when someone last viewed something on the Communtiy platform:  As only a few members have entered a “Last visit” timestamp. For many it is empty and I don’t understand why. The first date timestamps are years old, so it doesn’t seem like this functionality was added recently and only applies since.I have exported the csv from a segment in order to find out who registered and never came back after registration day, and we have lost early on in their Member Journey. Best, Lena

1
Kenneth R
Gainsight Employee: Veteran Rookie
3 hours ago
DannyPancratz
Grand Slammer
DannyPancratzGrand Slammer
posted in Deliver Customer Success

NPS best practices and innovative approaches

I’ve recently taken on our NPS program.From my research, the practice seems to be pretty standard: Quarterly, Semi-Annual, or Annual Surveys In platform and/or via email  Short surveys Rating scales Open text box for comments Maybe 1-2 other questions, usually Which areas drove their score Which areas most need to be improved Follow up with Detractors Is there anything innovative or best practice beyond the core approach that you do or have seen done? (Caveat: We’re only a CC customer so far, not PX or CS, so looking for programatic tactics, not Gainsight-specific features. Though any helpful GS features could help us map a path to those other solutions)

3
alizee
ACE
4 hours ago
lane_h
Gainsight Employee: Golden Ruler
lane_hGainsight Employee: Golden Ruler
posted in Deliver Customer Success

Creating Risk Playbooks for Managing Risk

Managing risk within your portfolio is close to, if not, the number one priority for CSMs. Many find themselves hesitant to open risks for their customers because they are concerned it might seem like they aren’t being a successful CSM. However, I would argue that identifying risk in your portfolio and raising it makes you a more successful CSM. As leaders, it is our role to ensure team members have a way to identify risks in their portfolio and share them back with the organization. One of the best ways to do this is to have a Call To Action (CTA) type in Gainsight for Risk.  The good news for you is that “Risk” is an out of the box CTA type in Gainsight. So you are already on your first step there! This allows your team to create CTAs for each risk in their portfolio. Then your leadership team is able to see reports on how many risks are in the customer base (more on this later).  When you’re starting a Risk process, best practice would be to identify 2-3 main risk types. Typically,

1
matthew_lind
MVP
16 hours ago
M
Champion
MelissaCChampion
asked in Customer Success (CS)

Horizon AI - Takeaways

Does this only pull over Sentiment?Thanks!

1
V
17 hours ago
L
lhooperRegistered User

Scheduled enrollments/unenrollmentsNew Idea

Our customer courses run for 4-week (or other duration) intervals to allow for participants to be assigned to a live trainer who responds to their activities and questions. It would be nice to be able to let people purchase a course for a future start date and then have their enrollment automatically enabled on that date. Then, 4 weeks later (or whatever the designated end date is) unenrolled automatically.

1
AllysonL
17 hours ago
L
lhooperRegistered User

Ability to review test questions prior to submitting testNew Idea

We use the dynamic quiz functionality for certification exams. Users cannot go back and review prior answers before submitting their exam. Since this is a high stakes exam, our learners express frustration over the fact that this is not an option. 

1
AllysonL
17 hours ago
arminfpop
Gainsight Employee: Team Captain
arminfpopGainsight Employee: Team Captain
published in Platform Styling

Basic Custom CSS & Third Party Scripts (TPS) Functions

While the inSided platform offers you a great deal of built-in and code-free customization functions, you may want to leverage Custom CSS and/or Third Party Scripts (TPS) to further create a truly unique experience for your users.If you require direct assistance with this or you would like to explore more complex use-cases for customization or integrations, please reach out to our Professional Services team. They will be able to work with you to create amazing experiences for your end users. You can contact them at insidedproserv@gainsight.com. Custom CSS and Third Party Scripts will need to be maintained by you. Our Support Team is not responsible for creating scripts, maintenance of scripts, or adjusting of existing scripts that may stop working correctly. We recommend to have a developer on-hand to support you.We recommend using your sandbox / staging environment to test new Custom CSS before implementing it in your production instance. This will ensure that you do not adversely aff

4271
ryanne.perry
Team Captain
18 hours ago
N
Veteran Rookie
nburkeVeteran Rookie
asked in Customer Success (CS)

Milestone shows on C360 not R360 even though Associated to Relationship

I had a timeline activity MILESTONE added to the C360 account.  I associated it to the Relationship R360 account and clicked update.  The timeline for the R360 does show the timeline activity there, but the MILESTONE flag on the Customer Journey shows up on the C360 and not on the R360 Customer Journey.  In order for me to get that to show I would have to copy the timeline entry and re-add another Milestone Activity Type (then go back and delete the old one).  What am I doing wrong?

2
V
18 hours ago
sdrostgainsightcom
Gainsight Employee: ACE
sdrostgainsightcomGainsight Employee: ACE
posted in Meetings & Office Hours

Tuesday US Admin Office Hours (CS Platform): May 7, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello everyone!This thread is for today’s Tuesday Admin Office Hours session on Tuesday, May 7, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Tuesday, May 7, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/96758098131?pwd=Z2ZyTDRYVzJGMDdsV20vWWxXRGcydz09 Meeting ID: 967 5809 8131Passcode: 678844 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/azzeidOTB

3
rho_ran_experian
Team Captain
18 hours ago
M
Shoshin
Marc.HoganShoshin
asked in Customer Success (CS)

New User Group not available in Homepage Configuration/Dashboards

I created a user group in user management. This group is required for a custom homepage and dashboard. When typing a name for this group in the assignment search field nothing appears. It has the same setting as a previous group which is available in the search. Appreciate any input.

2
alizee
ACE
19 hours ago
J
jjarvisRegistered User
asked in Customer Success (CS)

Log email to timeline of multiple accounts

We have emails which we would like to log to two different companies, the European company, and the Far East company. Is there a way we can do this?

3
alizee
ACE
19 hours ago
L
LeonídiaRegistered User

Change "Unsubscribe" to "Manage preference" to allow users to customize their preference.New Idea

In emails sent to users, we can make the ending phrase more friendly. Instead of saying “Unsubscribe from community email campaigns,” we can change it to “Manage preferences.”This will let users keep getting emails, but only the ones they want. For instance, if a user only cares about new releases and artists, they'll still get emails about those, but not about things like product updates. This way, instead of losing contact with the user entirely, we'll still be able to reach out to them, but only about stuff they're interested in.Exemple found in the web: 

0
L
20 hours ago
B
BevyProductRegistered User
asked in Product Experience (PX)

Ability to change order of guide buttons

Hi everyoneI’m using the descriptive tooltip default template for a guide walk through. In the image you can see that I’ve enabled the Next (start) button and the Skip button. Ideally I would like to flipflop the two buttons so the Next button is on the right side. I’m unable to figure out how you could customize this. Has anyone dealt with this need before? Thanks! 

1
Surendra
Gainsight Employee: Team Captain
20 hours ago
F
Shoshin
FernandaShoshin

Filters in the integration with PX and SlackNew Idea

It would be ideal to be able to filter the answers of our survey in the integration that exists with PX and Slack, through which we receive notifications every time someone responds to our survey.  For example in Slack we would like to be able to filter only the "Detractors" who are "Admin" users. For now we can only select to receive all responses, but there is no option to filter and this would be ideal in order to take more immediate actions depending on the user type who is answering. 

4
link_black
Gainsight Employee: MVP
20 hours ago
jnies
Gainsight Employee: Shoshin
jniesGainsight Employee: Shoshin
posted in Product Experience (PX)

How to avoid engagement fatigue 101

Let’s be honest, no one likes constant pop-ups when they login to a web application. We’ve all had an experience when you are trying to get work done and all of a sudden you experience pop-up after pop-up. I think it is safe to say, this can severely impact user sentiment. Do you have important information that you want to display to your users but don’t want to run the risk of engagement fatigue? Don’t worry, we have a solution for that! The engagement throttling setting controls how often the engagement is displayed to the qualified users in your application.  To configure the throttling settings:Navigate to Administration > Throttling. Turn ON the toggle switch in At least and At most sections. Set the time and number of engagements to be shown parameters. Click Save. Now you may ask, “Julia, we have a lot of engagements that we want to display to our users. How can we use throttling but still make sure users can access our engagements?”  Great question! Our recommendation would

5
Surendra
Gainsight Employee: Team Captain
20 hours ago
Kgastaldo
Champion
KgastaldoChampion
asked in Customer Communities (CC)

Is there a way to require members to select from a list of tags?

Hi All - Is there a way to create a list of tags and require users to select at least one when posting? I’m basically trying to get members to say what product they use when they post … 

8
R
Veteran Rookie
21 hours ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in All About Pulse

Ready to fire up the stage at Pulse US 2024? Drop Your Session Teaser! 📣"

Hello Pulse family,Celebrating more than ten years of unparalleled insights, innovation, and community, Pulse 2024 is back!Our speakers are crafting something truly extraordinary for their sessions, and what better way to ramp up the excitement than by getting a sneak peek into the incredible insights they’ll share! Call for all speakers to:Register on this community if you don’t have a profile yet. Make sure to jazz up your profile with all your imp details & your favorite headshot. 📸 If you already had an earlier profile you can't remember, let us know at community@gainsight.com and we’ll look it up, and update your email address with the latest. Login and give us a glimpse into your session. We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here.For example, this is how @seth intro’d his session last year

24714
KatLeong
Gainsight Employee: Rookie
21 hours ago
M
Champion
MelissaCChampion
posted in Customer Success (CS)

Customer Journey - Milestones

Aside from the 8 predefined Milestones, what are some other Milestones companies will want to track?Any suggestions are appreciated:)

1
Akanksha Kandari
22 hours ago
K
KKellumRegistered User
asked in Customer Communities (CC)

SSO

Hello!  We are currently using the Token method for SSO for our users, which only allows for one "Login URL". However, we will soon have multiple domains within our product that users will be coming to our Community and we need to be able to add multiple Login URLs so that users from both places are able to SSO in.  Does anyone have experience with this in their Community?  I was told by the Gainsight engineering team that their SSO settings only support a single login URL for each protocol but suggested I ask the Community in case others have a solution.  thank you!

0
K
23 hours ago
alizee
ACE
alizeeACE

Support multi-select picklists in Evaluate Stages in Dynamic JONew Idea

Hey allI logged a ticket about this a while back and flagged it within the beta but seen as it doesn’t seem to be getting traction, posting here as it’s one of those big blockers and hinderance in Dynamic JO:Calculated fields don’t work on multi-select picklists (them again!!!).  The challenge: It’s pretty frequent for multi-select picklists to be used in Gainsight, to qualify / assign roles to contacts (for example). It’s equally frequent to want to tailor a message or an experience based on that person belonging to a role or another.But it’s impossible to do so (without lengthy queries converting multi select picklist into boolean attributes - WHY would I have to go through that pain unless maybe we can have an auto conversion of multi-select picklist to booleans?)It’s also tricky to use an EQUALS operator as will it take the GSID for that value of the display name? Guessing GSID and then we go down the eternal annoyance of figuring out GSIDs for dropdown values. The need: Multi-sele

0
alizee
ACE
23 hours ago

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