CS Product Ideas
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Provide the ability to filter out the GS administrator and GS services team from GS internal usage graphsNot Planned
Overall, we find the weekly email of the usage of Gainsight very well designed and easy to get insights from. The one thing that could make them better is the ability to customize them. Here's why. My client is still in phase 2 of the implementation, the internal reports we receive on our own usage of Gainsight is somewhat tainted by the activity of the GS administrator, myself and GS services team. It makes it hard to see which features are really being adopted and which ones might require some additional training. It also distorts the usage/adoption trend graph. Bottom line, it would be great if we could customize the report to exclude certain users to see the "real" picture which will allow us to help achieve higher adoption with the "real" users. In addition, as Gainsight might allow more partners to help with implementation, it would be great to have these emails sent out to partners as well. My understanding is that currently, these weekly emails can only be sent to the e
We are currently tracking the history of changes to our Scorecards. This is very important to us since we have a couple Scorecards that are updated manually and we want to know who the last person was to make the update and when. However, enabling scorecard history uses a MASSIVE amount of SFDC storage. Over 6 months with 7 Scorecards and 2,500 customers, the Scorecard history used 4GB of SFDC data. Salesforce charges a ridiculous $3,000/GB/year for storage! So in 6 months we racked up an additional $12,000 in recurring annual fees with Salesforce. We changed the history tracking down to 48 hours instead of 12 hours, but that still puts us at 2GB/year -- $6,000/year in additional SFDC storage costs. We are also rapidly expanding our customer base, which going to make this number grow even more. [b]The feature request here is to allow history tracking with time periods greater than 48 hours.[/b] This could substantially cut down on data usage. We would be fine with tracking the p
It would be great to have two UX updates to the Data Load Configuration page where you enable objects/fields to be used in a 'Load to SFDC' rule. #1 - After you click the '+' sign to select an Object, it's not clear that you need to click on the object name again to get the fields to show up in the field selection box. #2 - I find that I am almost always in the process of building a rule when I realize I need to add an object/field to make it work. It would be IDEAL if we could either 1) Open the Data Load Configuration page in a new tab so I can keep my rule page open or 2) Have a button to take me back to my rule or at lease back into the Rule Engine [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160620-114520-9rxq43-LoadtoSFDC_UXsuggestions_inline.jpg[/img]
It would be great to have a sense of Hierarchy connected with NPS scores, specifically Parent & ChilNot Planned
If the parent account responds to an NPS survey, this would then transfer to the child accounts as well. Or Some sense of hierarchy while building survey to note whether this is sent to parent v. child accounts.
Automatically notify the customer they can use speech to text for comment boxes in mobile surveysNot Planned
Most customers take their surveys' on their mobile devices. It is proven to improve customer comments when we tell the user they can use speech to text. There was a study done by my current boss that tested this theory. They had a simple one liner that said "feel free to use speech to text here" (Siri, etc. ). My boss did a before and after and there was a DRAMATIC improvement on the amount of comments and people finishing the survey. If there is a way for Gainsight to recognize that the survey is being taken on a mobile device it would be best practice to add some text in there for comment boxes letting the user know they can use speech to text.
A customer would like to export multiple customer Success Snapshots at one time. Use case: for executive review meetings, team will review ~40 customers, which requires the team to export a success snapshot for each customer and collate them using Automator. If there's a way to select multiple customers and export a snapshot for each at one time, please let me know as it would save some time. Or this could be a good idea for roadmap! Thanks for any insight.
We'd like to have a master calendar that includes scheduled copilot emails and rules all in one place as opposed to looking at the schedule in CoPilot and then the rules engine timeline. It's just helpful to see what a day looks like for automation in one central location.
My co-worker and I are having troubles finding how to add dependent questions... it would be helpful if you added some help / hover text over the link image, or add some text next to the link image so that it is a bit easier to tell how to add a dependent question. Thanks!
Hi, Some of our CSMs (and others across our company) have been confused by the post renewal date language, "Overdue by XX days" on the renewal date section of the C360 summary. The language leading up to the renewal date is great, but the word "Overdue" is causing some unnecessary excitement. It would be great to be able to customize that language to not include anything after the renewal date passes. Thanks, Elise
The way we have our Scorecard set up, the Rules Engine runs daily, which gives us trend arrows on the Scorecard, but we've realized that since the arrow trends are tied to when the rules were last run, we lose the ability to see month-over-month or week-over-week trends. We can't run the rules weekly, as responses sometimes change day to day, and our executive team needs to see the freshest data, so it would be cool to be able to customize the time period for the arrow trends so that users could see how the score changed outside of the rules engine (i.e. a customer score changed from 88 to 89 on day, but for the week, the score changed from 70 to 89)
In the Setup Rule filters section, if I work with days, it's really useful to compare to the date the rule kicks, but there isn't any option for Subtract N Months from Rule Date, only subtract days. There are many options based on variants we can choose from, but only a few that involve Rule Date.[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160224-115381-yx5ym9-dates_options_in_rules_inline.jpg[/img]
Admins can enable Tags so that non-admin users can use them to tag customers, but it would be nice to be if Admins had the ability to create Tags that are hidden from users (or can be made visible if necessary). This would help us tag customers for our own administrative purposes (i.e. rule creation, reports, etc) without having all our tags visible to regular users.
Has anyone successfully removed the "Default Closed Status" in the administration > Cockpit Configuration? I would like to essentially not allow Gainsight users to use the quick checkbox in the Cockpit view to mark CTAs as Closed because some users check that box to get rid of the CTA, whereas my default Closed option is one that signals the CTA was completed. While I'm working to educate my users to use a different Closed status when they dismiss a CTA that they never actually handled, I'd like to explore not allowing the quick route to closing CTAs and forcing the user to select which Closed status they intend to apply.
Sposor tracking: Twitter handles?Not Planned
We would love to find a user's Twitter handles in Gainsight with Sponsor Tracking.... 1. Either be able to add the Twitter manually (but preferably have it find the handle based on the SFDC contac's email or phone number) 2.Run a report of the twitter handles found
Why no filter to Engagement / Trends ?Not Planned
In the Engagement tab a user can choose between Overview / Trends / Explorer. In both the Overview and Explorer views, there is the possibility to add filters, but not in the trends view. Why can't we filter in the Trends view? For example, I am interested to see the trend within customers in a specific revenue band, industry, lifetime in months, etc. but cannot do this.
Hi All, When clicking on a segment of a stacked bar chart you can get the tabular view of what makes up that segment. I would like to be able to get the entire list as well by clicking on the name of the category in the x axis. For example, if we have a bar stack of CTAs by reason with owner in the x axis, I'd like to be able to click on the owner's name and get the entire tabular view.
It is great that I can sync tasks between CTAs and Salesforce. A helpful improvement would be to add the option to set the Reminder option in the Salesforce task so that the users get a pop-up when new tasks are assigned to them.
Map option in a reportNot Planned
I would like to add a heat map of all our customers onto an actual map, not the table option. similar to the below photo. [img]https://sslproxy.getsatisfaction.com/sslproxy/SWhAdDNLMG5zdGFuVGlWeqa_PHDMo7HpS4C2Ag4sQDYoh7OnUn7Iw41CXOY9Wa6yQfU2qFF3WQKkRwaAyBFFTlOjoIdx6X3qTw5hggSNnFZ3U6y6o9wBgR_AWG0YdOyo8b3XzKD1ojywcUXNFnhJyUeTT6jt6KFk0DGl8XoWq0M=.png[/img]
We have a small time saver which would be nice. Can we have the milestone checkbox in the Usage summary default to be checked? There are small defaults here and there that it'd be nice to update for time saving purposes.
Would like more direct access to all field mappings, sources and update frequencies for the Customer data. For example, we can have several different rules populating the customer info fields but need to access that via each rules. I've used a naming convention to separate Load to Customer rules from CTA triggering rules but it's still difficult to track or we can potentially have rules that overwrite values. In most cases, these are universal mappings and do not require specific filtering and scheduling configurations like we do with CTAs.
CTA Count for repeat trigger of CTANot Planned
When a CTA is triggered multiple times we would like to see the number of times it's been triggered while open. For example, we could have a daily risk CTA that alerts our team of poor application performance for Customer X. We would want to see the number times this rule was triggered for that customer to prioritize activity rather than building custom rules that build higher urgency CTAs based on Y number of incidents over Z days for example. [list] [*]CTA gets triggered for Customer X on day 1 [*]CTA remains open for Customer X on day 2 [*]CTA gets triggered again for Customer X on day 3[/list]At this point I would want to see 1 CTA with an indication that there have been 2 instances of the issue. Updating the urgency for an existing CTA based on repeat occurrence of the issue would be cool. For example: [list] [*]CTA gets triggered for Customer X on day 1 - low priority [*]CTA remains open for Customer X on day 2 [*]CTA gets triggered again for Customer X on day 3 [*]CTA g
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