CS Product Ideas
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For some time, ordering customer.gifts at Gainsight was a confusing and frustrating process. Learn how we built an efficient, transparent and easy configuration in Gainsight to make ordering and tracking.gifts simple. How does your team incorporate.gifts into the customer lifecycle? What seemingly simple activities have yielded confusion in your organization? [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Wednesday July 27th @ 9am PST where we will be discussing this topic! [url=https://attendee.gotowebinar.com/register/4402222831873331459]Click here to register[/url].
[list] [*]Ability to set criteria for actions, and then exit when there is a match. As is, with multiple conditional Actions, like setting a Score, each Action has to be mutually exclusive otherwise the Score gets reset with each match, until the last match wins. I want to be able to prioritize and have the first match win, and then exit.[/list] Is this possible yet?
view in client mode functionalityImplemented
Gainsight is a great tool, but sometimes it feels like the strategy that's embraced is more of a "keeping scores behind the scenes" approach instead of a single pane of glass/collaborative approach which I believe clients would find more beneficial. It would be great if Gainsight had some sort of "view in client mode" functionality for when you want to conduct a WebEx session for a client touch point meeting. This would allow CSM's to show the day to day tasks we're working on for clients without exposing them to the internal only scores that appear, etc. I realize some of this can be done using Success Plans, but those typically tend to be high level goals you have for an account. What I'm talking about is more of a task list approach. Today I use SmartSheets for this which even allows me to send update requests on tasks where client's owe me an update. Maybe a short term solution would be to add a check box option to all CTA's. Something like: interna
Hover over CTA in Cockpit to display entire CTA NameUnder Consideration
Some users are only able to see the full name of a CTA if zoomed out (to say, 75% for example). It may be beneficial to add the functionality to hover over the CTA name to display the CTA name in its entirety. This will prevent end users from having to adjust resolution to see entire CTA names within Cockpit. If I can provide any further information, please do let me know! Thanks!
Allow users to open Power List/Email Template/Outreach in a new tab when navigated from CoPilot tab.Implemented
I saw few customers asking this feature of opening Power list/Email template/Outreach in new tab when navigated from CoPilot tab. As a regular user of CoPilot, I see value in this feature and can be helpful.
It would be really helpful if survey permissions could either be tied to overall Gainsight permissions (i.e. Full Permission w/ Access to Survey / Full Permission w/out Access to Survey) OR if survey permissions would automatically update based on "Role". When a new CSM is onboarded, we have to manually add their survey permissions in. We're generally in reactive mode with these permissions so anything to get us ahead of the curve would be much appreciated.
An area where sponsor tracking falls short is the ability to alert us when a new sponsor is added tot he account on linkedin. One scenario is an internal promotion, and a second is someone new joining the Exec team at a customer. If we could track an account overall and specify titles to alert us of new sponsors would be beneficial.
Gainsight Oath Error MessagesImplemented
When a rule fails, it can sometimes be a struggle to determine what the actual issue actually is. The error messages that are given are usually vague or very descriptive to the point of not being useful. As an example, when a rule fails due to an Oauth User losing their license to Gainsight, the error message that we send is "Rule execution failed: null". Were we to add more comprehensive error messages, we would give our customers more insight on their current frustration. And as a member or the support team, I love the idea of giving our users the information that they need to troubleshoot an issue quickly and efficiently!
First off I want to say I LOVE the new sticky filters in the Rules Engine with the 5.x UI. This is such a time saver! Would it be possible to extend the Action Type filter for any "Load to" action to search for specific fields to which data is being loaded? For example, search for any Load to Customer rule that modifies/updates the Stage field.
Option to keep Administration menu expanded by defaultUnder Consideration
As a new admin to Gainsight I have to explore and access different areas of Administration menu. Unfortunately I do not always know the administration area I need to be in. I utilized the old UI menu bar to act as a general guide. In the new UI if I select the wrong area I have to expand the menu again to restart my navigation. Is it possible to have an option where I could have the left hand menu default to expanded so that I can access the administration areas in one click rather than two? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160720-74275-cbt1zy-Gainsight_left_menu_inline.png[/img]
Using Playbooks as identifiers when creating CTAsUnder Consideration
This would be an enhancement to the logic used by the rules engine to determine whether or not a CTA action creates a new CTA or updates an existing one. In addition to using Type, Reason and Names as potential identifiers, this logic could be enhanced by using the Playbooks assigned to an existing CTAs as an identifier.
An idea and suggestion for others: Gainsight Steering Committee As soon as we went live with the tool, we established a Committee. The general goal for the team was to review and discuss feedback, suggestions, change requests, and forward thinking improvements. We wanted to make sure we : (listing a few reasons for the Committee) - discussed and reviewed any changes - had a home for the CSMs to vent, complain, and suggest - had a group looking at unused features to see what might be good to utilize - devised a way to track and manage changes and updates to our implementation - documented and communicated updates to the implementation - didnt just make a change for every email or verbal request, unless it was going to be a solid change for the entire team. - provided a voice for the CSMs - provided a place for a few CSMs to become a GS champion The Committee meets twice a month. The Committee has a few champion CSMs, the GS Admin, and
The Account Summary in the full view as well as the widget seems to have gone backwards in time. (my opinion) The colors around the 6 boxes looked better than the new look. Obviously, the more we could configure in terms of shading and colors would be a nice addition. But have some colors to the boxes , like before , might be a good start. Im not a UI expert, but the colors made the widget more "eye" appealing and draw.
Logging emails to the Activity History within an Implementation Project (Salesforce)Under Consideration
Hello! I know there is now an added feature to log email outreaches to the contact's activity. However, I am also wondering if it would be possible to log these emails under the '[b]Activity History[/b]' within an [b]Implementation Project[/b] in Salesforce. That way the Implementation Analyst can clearly see and track what activity has occurred for their project and have more meaningful conversations. Thank you! -Melissa
Limited validity of the survey linkImplemented
Hello, I would have another suggestion - when sending the survey invitation to customer, it would be good to be able to set time period when the survey link should be valid since sending the invitation. This would be good especially for surveys where there is no start/end date, transactional (on case closure for example) so customers are not responding like more than 2 weeks later since getting the invitation and even for different case for example. So basically the survey link would be valid for n days and the n number could be configured in survey settings.
Editing templates in batchesImplemented
Hello, I have another suggestion - it would be good if the templates in copilot could be edited in batches. Like it would be possible to change all common configurable things that are there for all selected templates. So first I would select templates and then the attributes available for batch changing would be displayed depending whether all these selected templates have same attribute to be changed. I.e. background color, subject (if it is the same for al the templates), etcl
Translations exportNo Status
Hello, I'd like to suggest having possibility to export translations. Especially Survey questions translations, Language properties and also Survey languages configuration. This would be useful especially for reviewing the survey questions and it's translation as well as it might serve as export, edit/fix and import in order to import the translations in batches withouth having to open each and every question, select language and put the translation there.
We are in the process of rolling out Gainsight and our CSMs are looking for a place to track their meeting minutes and follow up up on action items from customer calls. It was recommended not to use a manual CTA as this may create too much noise. Is there anything in the product roadmap that will track these more transactional details and follow ups?
Customer feedback on 5.0 UIUnder Consideration
Team- please see below for some feedback from a customer on issues/ feedback re: the new 5.0 UI. [list] [*][b]Customer c360: [/b]When multiple customer 360 tabs are open, and you are moving from customer to customer, it's hard to see which customer you are looking at. Would like to have the customer name in the c360 sick out more (make it bigger, bolded, or in the center of the page). Would just like a way to more easily see which customer you are looking at when on a customer's c360 page. [*][b]Tags (in the Customer c360): [/b]Would like ability to 1) scroll and look for specific tags (right now there is no scroll bar). and 2) would like ability to be able to type and search for a specific tag (could do this in the old UI, but can not do this in the new UI) - thus customer is not able to use tags in new UI. [/list]
For Admin sections - would be nice to configure or put the "recent" sections at the top of the listUnder Consideration
As a time saver , versus searching for say "Rules Engine" and then clicking on search and then clicking on the Rules Engine..... It would be nice to either configure the left panel or show the top 5 most recent sections used at the top of the list. With the new UI, it seems I have to search for the section I want and its a few extra clicks - either a way to configure the list OR show the most recent sections used would be easier or better for me.
On today's Product Roadmap session Karl mentioned that the ability to send email from cockpit will be expected in the August release (yay!) but only for individual contacts. Whomp whomp.... As part of our scalable engagement model, we send emails out to groups of contacts on an account. Since these are signed by the CSM, our CSMs want a bit more visibility and control in what is getting sent out in their name. We need to be able to predefine such emails that are slated to go to all or a subset of contacts on a particular account - in some cases the CSM may want to delay or cancel the sending of the email (depending on their knowledge of the account) or may want to alter the phrasing of the email before it goes out. This will be especially critical for localization. We can have standard templates in multiple languages but giving the CSMs the ability to tweak the language to make it more conversational and appropriate to the local area from their point of view will b
I am thinking it would be cool if you could have a drop down right next to the dashboard filters where someone could easily switch the User based filters of the dashboard right there. This would be helpful for Manager or Director type dashboards, where they have 1:1's and would like to quickly pull up what they need without having all the extra clicks of changing the filters. I am thinking something similar to how the C360 sections have drop downs, but instead of looking at different reports, it would just look to see if a global dashboard filter based on a User field had been applied. If yes, then it shows a drop down with a searchable list of users who currently have a Gainsight license. Thoughts? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160719-34774-ofhbzd-contact_inline.jpg[/img]
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