Product Experience (PX)

Learn about surveys, in-app engagements, and compelling in-product knowledge

  • 644 Topics
  • 1,303 Replies

644 Topics

kathleenkenny23
kathleenkenny23Gainsight Community Manager
posted in Product Experience (PX)

Join Us at Pulse Conference for the "Product Playground" Networking Lunch!

When: May 15, 2024, 12:20 PM - 1:40 PM CTWhere: Join us by the tables near the Puppy Park, identified by yellow balloons. Just look for the most vibrant group!Are you passionate about product innovation and digital adoption? Do you enjoy networking while having a delightful lunch? If so, we have the perfect event for you at our upcoming Pulse conference: the "Product Playground" networking session!What’s it about? This event is a haven for product enthusiasts to merge their passion for cutting-edge product strategies with the joy of making new connections. Whether you are a seasoned Gainsight PX user or simply someone who thrives on creating stellar product experiences, this gathering is for you.Engage and Explore: Dive deep into discussions about enhancing digital adoption through intuitive in-app strategies. Explore different PX use cases to scale your digital strategies efficiently. This isn't just a learning opportunity—it's a chance to exchange ideas and share insights that can re

0
kathleenkenny23
11 days ago
B
Shoshin
bryanpaulShoshin
asked in Product Experience (PX)

Is it possible to launch Knowledge Center from a separate engagement CTA?

Hello, My team is working on a new knowledge center / welcome engagements for one of our products.  In the welcome engagement, we are welcoming first time users and giving some detail on the product.  From there we are utilizing a CTA to use the knowledge center which is at the bottom right hand corner. Is it possible to target a custom event, or link that we can assign a CTA button within the welcome engagement to actually launch the knowledge center into an open state?  Having that functionality would be so impressive as it would make the engagements seem like they interact with one another for a good experience.   I appreciate your help in advanced.  Thanks!

4
Surendra
Gainsight Employee: Team Captain
10 hours ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
published in Product Experience (PX)

How to Map your KC Bot and measure value!

How is the KC Bot driving value to your business?   First thing’s first - you need to map it in order to answer that question!  Below I have provided instructions with the help of our amazing data analyst @Pau.Orti. Thanks, Pau! :) Once you have KC Bot mapped, you can tell stories such as….. Increased User Retention: Using Retention Analysis Report in PX to showcase that users who are engaging with your KC Bot are returning back to your product at an exponential rate! See example below - In BLUE you will see ALL user % over the quarter of 12 weeks who are returning to the product vs. in ORANGE are users in the FILTERED section (Users who click on Feature KC Bot GREATER than 5 times.  The % of Users who meet the filtered criteria are returning to the product at a near 40% Higher rate! 😮    ⬇INSTRUCTIONS TO MAP KC BOT BELOW⬇ Here’s a quick step-by-step guide on how we mapped our very own Gainsight Customer Communities KC Bot: Locate the KC Bot Icon: Right-click on the KC Bot icon and se

446
kathleenkenny23
13 hours ago
J
Shoshin
jadkins.iiqShoshin
asked in Product Experience (PX)

NPS Engagement - keep navigating without interacting

We are new to using NPS surveys in PX and are working with one of the built-in templates. If we are to use the survey at the bottom of our application, we were looking for a way for it to live there, but the individual could continue interacting with our app without taking action on the engagement. Is this possible in settings or would we need some sort of custom code to implement? From what I could find, they had to either take the survey or X out before continuing to navigate through the app.  

3
J
Shoshin
1 day ago
Sruthimalla
Gainsight Employee: Team Captain
SruthimallaGainsight Employee: Team Captain
posted in Product Experience (PX)

PX Best Practices - Series - Part 1

This is the first post from the series on “PX Best Practices” more coming your way! Guided tours are an essential part of any SaaS product, especially when the product is evolving and new enhancements are part of the daily routine.  It’s just that you built something for your customers and hid it from them if the users are not guided to use it correctly with the absolute context of “why to use it.” So like any other PX customer, we at Gainsight use our PX to build guided tours for our customers, and over some time, we have figured out a few best practices around building perfect guides. Tip 1: Templates make life easy  It’s not essential to start from scratch, especially when branding engagements. That’s where setting up a few branded templates and saving them reduces the rework and hard work around setting up new campaigns.  Hence, create and save 2-3 in-app templates for each engagement type.  Tip 2: Break the guide to maximize the impact A single guided tour is never nurturing. Also

1
JayS
All Star
2 days ago
G
grindrodeRegistered User
asked in Product Experience (PX)

NPS Surveys and how are people using them to get the best response rate?

Here is IRIS we would love to start sending NPS surveys via Gainsight so any information from anyone using these on how they do this to get the best response rate would be much appreciated :). Things like at what point in the user journey does the survey pop up, and is a user able to dismiss and look at the survey later and also can it be pinned (not dismissed) until a user selects the score (other feedback could be optional...) and average response rates that you have seen.Thanks in advance!

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G
2 days 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
3 days 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
3 days ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
posted in Product Experience (PX)

Pulse PX - Don't miss this session!! Interactive Roundtable: Unleashing the Power of AI with Gainsight PX and KC Bot

Interactive Roundtable: Unleashing the Power of AI with Gainsight PX and KC Bot WHEN:May 15, 20249:30 AM-10:15 AMCT WHERE:Innovation Theater, Expo HallDive into the future of product experience with Gainsight PX's Director of Product, Sailaja Kalle, in our engaging roundtable about the potential of AI and Gainsight's KC Bot to enhance product engagement. This session is ideal for current users and newcomers alike, offering innovative ideas and practical tips. Join us to elevate your user engagement and tech capabilities, and share your questions and ideas as we innovate together! WHO SHOULD COME?? Everyone is welcome!  Whether you have PX or are interested in PX and you want to learn more how it can work for you and where we’re headed on our roadmap, this is for you!  It’s also a fantastic opportunity to network with others and learn how they’re using PX. A few use cases to consider:Digital Customer Onboarding  1:M Scaled motions (support ticket deflection, scaling CS motions, etc..) D

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kathleenkenny23
3 days ago
Robert Johnson
Robert Johnson
posted in Product Experience (PX)

Expired security certificate

Hello. Please renew:https://gs-sso-us-west-2.api.insided.com 

1
revathimenon
Gainsight Employee: Golden Ruler
4 days ago
Surendra
Gainsight Employee: Team Captain
SurendraGainsight Employee: Team Captain
posted in Product Experience (PX)

Back to Basics - Engagements - Audience rules

When we start setting up engagements, audience rules plays a major role in making your engagement a success. We often hear new users trying to setup engagements and not sure if they are targeting the right audience. We have launched Preview audience to make sure you know whom you are targeting, but still need help, here are some examples and use cases. This post is around taking advantage of default attributes by PX, you can always take advantage of custom attributes to segment customers more easily.Lengthy post coming through! Audience logic examples and use cases:Excluding certain users from the engagement audience. You can achieve this by either using user email not-contains xyz.com, or account name not-contains xyz Example cases - * Email “not contains” @gainsight.com - Remove gainsight users using email* Account name “not contains” Gainsight - Remove Gainsight using the account name* While testing an engagement, you can add email is your email in audience logic so only you can see

2
Surendra
Gainsight Employee: Team Captain
4 days ago
jmobley
Gainsight Employee: Rookie
jmobleyGainsight Employee: Rookie
posted in Product Experience (PX)

Maximizing Engagement: Insights from Gainsight PX's Most Successful Customers

In evaluating customer engagement, benchmarks tailored to the nuances of different user bases offer a vital perspective.Completion rates from some of PX's top performers offer a benchmark, but success is relative—measured not just by broad numbers, but by the appropriateness of content to its audience and the context within which it is delivered.Recognizing that the size of the engaged audience may differ across user bases, it becomes clear that completion rates are more indicative of success when paired with content type and user intent! This approach allows for a clearer understanding of effective engagement and provides a more relevant yardstick against which to measure and drive user interaction. With this in mind, let’s explore specific engagement metrics from Gainsight PX’s most successful customers, with a focus on how completion rates for various content types can inform best practices and strategic planning.These benchmarks are taken from customers for 4-6k MAU (aside from the

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jmobley
Gainsight Employee: Rookie
11 days ago
Adrian Raposo
Gainsight Employee: Veteran Rookie
Adrian RaposoGainsight Employee: Veteran Rookie
posted in Product Experience (PX)

🚀 Gainsight PX April 2024 Release is Live!

 The PX April Release is now Live in US and EU Orgs! Our April release includes new simplification efforts, expanded value, and increased ease of use for key functionality. Check out our release notes for more information. Release Highlights:Enhance Productivity with Editor V2 Upgrades: Streamline your engagement creation process with the new, unified panel design—now finding and using your essential tools and settings is easier than ever, ensuring a smoother, more productive experience. The New Global Settings Experience: Easily manage and harmonize settings across all engagement steps from a single, centralized interface for unmatched consistency and ease. Smarter Asset Management: The new Dependencies tab in Admin Console offers an intuitive visualization to effortlessly monitor and manage asset utilization across PX.  Analytics Upgrades: Analyze or segment accounts now using the Number of Users and Number of Visits filters in Accounts Explorer. Further, enjoy an enhanced view with

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Adrian Raposo
Gainsight Employee: Veteran Rookie
11 days ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
posted in Product Experience (PX)

Kickstarting Your Journey with In-app Engagements in Gainsight PX 🚀

 Hey there! In the fast-paced world of digital products, keeping users engaged isn't just nice to have; it's a must-have! 🌟 In-app engagements are your secret sauce for enhancing user experience, boosting product adoption, and driving customer success. With Gainsight PX, you’re equipped to integrate snazzy, context-driven interactions that users love. Let’s dive in! Understanding In-app EngagementsWhat are In-app Engagements, you ask? 🤔 They're your go-to interactive communications that guide, inform, and get feedback from users without ever leaving the app. These tools are crucial for keeping your users happy and engaged, making them a cornerstone of any product-led growth strategy. Key Use Cases for In-app EngagementsWelcome Aboard! 🚢 Onboarding New Users: Make new users feel at home with interactive guides that showcase your app’s features and get them to value faster than ever. Discover New Horizons 🌄 Feature Adoption: Highlight new or hidden features with eye-catching tutorial

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kathleenkenny23
13 days ago
jmobley
Gainsight Employee: Rookie
jmobleyGainsight Employee: Rookie
posted in Product Experience (PX)

Taking off with In-App NPS: Strategic Planning and Execution

OverviewIntegrating Net Promoter Score (NPS) within your application represents a paradigm shift towards more dynamic user engagement. Transitioning from traditional email-based surveys to in-app interactions embeds NPS into the user's journey, offering real-time, actionable insights crucial for enhancing customer satisfaction and loyalty. Understanding the Migration to In-App NPSThe shift from email to in-app NPS collection is transformative, enhancing strategic engagement with users rather than merely changing the feedback medium. This transition requires comprehensive planning around logistics, user experience design, and strategic business alignment. Strategic Considerations for In-App NPSReal-Time Feedback Capture: Capturing feedback while users are actively engaged with the app provides immediate, resonant insights, helping to quickly identify trends and address issues. User Journey Integration: It is crucial to map out user journeys to identify the most effective moments for NPS

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jmobley
Gainsight Employee: Rookie
14 days ago
j_ditzel
Shoshin
j_ditzelShoshin
asked in Product Experience (PX)

Dashboard Widget size for pie charts (Query Builder)

It would be great if we could resize the query builder widget when it is just a pie chart. It is very empty when it just contains a pie chart across 2/3rds of the screen.Another option would be the ability to put multiple pie charts in one widget. This widget could easily hold five pie charts without looking cluttered and that would reduce the number of widgets I have to put on the page. 

3
rschlette
Gainsight Employee: Veteran Rookie
15 days ago
jmobley
Gainsight Employee: Rookie
jmobleyGainsight Employee: Rookie
posted in Product Experience (PX)

Strategies for Identifying Key Features: Who, What, and When?

There is no topic more critical to the processes involved in cultivating a great user experience and increasing adoption than the work of identifying the key features within your product. This must involve a detailed, analytical approach to understanding how different user groups interact with various product functionalities over time. To outline a process for approaching this with an outcome-driven lens, we can delve into a formula to allow teams to collaborate and break down this work: Key Product Feature + Cohort / Time = Baseline Adoption GoalsThis article will outline this methodology, offer up some key questions along the way and take a turn towards the meta by providing a practical example of how we can apply these concepts to track adoption with the Analytics module of PX! The ComponentsKey Product Feature: Identifies which features within the platform are critical for user engagement and success. Cohort: Defines the specific user groups or segments for which the feature adopti

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jmobley
Gainsight Employee: Rookie
15 days ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
published in Product Experience (PX)

Join Us at Pulse 2024 in St. Louis for an Unforgettable Product Adoption Experience! 🚀

Are you ready to unleash the full potential of your customer engagement and product adoption strategies? Join us at Pulse 2024, the premier event for professionals dedicated to customer success, happening this May 15-16 in St. Louis, MO. With over 2,500 attendees, 125+ expert speakers, and 70+ transformative sessions, this is the event you can't afford to miss! 🌟 Why Attend?Pulse 2024 is not just a conference—it's an epicenter of innovation and networking. It's where industry leaders and practitioners converge to share groundbreaking strategies and insights. Here's a sneak peek into some of our most anticipated sessions within the Product Adoption track: From Silos to Synergy: Discover how to enhance the collaboration between customer success and product teams with Heather Brown, VP of Customer Success at PagerDuty. Learn about their data-driven strategies that led to a 50% retention increase and a 7x surge in active users. 📈 Scaling Success: Dive into Updater's phased "crawl, walk

130
kathleenkenny23
16 days ago
J
Shoshin
John TShoshin
asked in Product Experience (PX)

Identifying When User Have Completed (clicked) Two or More Features

My Product Managers would like to know when Users have completed a series of tasks/steps e.g., clicked two or more mapped features.These Features are “connected” by the logical AND statement.For example, how can I get a count of Users that clicked (Feature A) AND (Feature B) AND (Feature C)? The Funnel report accomplishes this and I’ve considered it.But, the Funnel report doesn’t present its results in a line graph format, per day, per week, etc.I was hoping to create a line graph that showed ONLY the count of Users that completed the specified Features (steps). I know I can enter multiple Rules under a single Feature.I also know I can enter multiple Features under a Module.However, the Rules under a Function are logically evaluated using BOOLEAN “OR” logic.Similarly, Functions under a Modules are logically evaluated using BOOLEAN “OR” logic.For example,Suppose we have a Feature that has two Rules, Rule 1 and Rule 2.If Rule 1 is TRUE, then the Feature is TRUE (counted),-OR-If Rule 2 is

5
link_black
Gainsight Employee: MVP
18 days ago
W
writer-samRegistered User
asked in Product Experience (PX)

Any way to have a custom button have more than 1 action types?

Hi there,I’m using the v2 editor. I’d like to update a custom attribute when the Exit button is selected. Is there any way of doing this?Context:I need a way of differentiating between customers who have selected a custom button and those that have just selected the Exit button. Both are coming up as COMPLETED in the analytics. We would like to show a different engagement to users who have only selected Exit. The only way I can see of doing this is to use custom attributes and have the value in the 2nd engagement’s audience logic.TIA.PS. I can’t edit the question heading but would be interested to have solutions to that too as an alternative.

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W
18 days ago
J
james MeenanRegistered User
asked in Product Experience (PX)

How to set up link to external community page

My organization has an existing community sight that I would like to link to in a similar way to that which is being used in the Gainsight KC bot: KC Bot LinkThe goal would be to insert an image such as the one shown above that when clicked, would lead the user to the external community site. As a new Gainsight PX user, I'm unsure how to approach this. Any help would be appreciated

2
Sruthimalla
Gainsight Employee: Team Captain
28 days ago
B
BmoyiniRegistered User
asked in Product Experience (PX)

Multiple css selectors for a badge

We are trying to place a badge for an engagement next to an image in our header (the same image, same location). The only issue is the selector name is different in a few places.Is there a way to use more than one selector in the field below? 

3
rschlette
Gainsight Employee: Veteran Rookie
29 days ago
A
Gainsight Employee: Shoshin
achamariaGainsight Employee: Shoshin
posted in Product Experience (PX)

Optimizing Email Campaigns: A Strategic Approach

Enhancing Email Campaigns: A Strategic Approach In the realm of customer engagement, precision matters. When orchestrating email campaigns for extensive participant bases, the challenge is to ensure messages resonate with the right audience at the right time. To streamline this process effectively, an approach incorporating conditional waits and participant segmentation proves invaluable. Consider a scenario where a program has 6,000 participants and aims to divide them into six distinct groups over six months, sending 1,000 emails monthly. Additionally, to maximize engagement, the campaign requires conditional waits: if a recipient fails to click a link within three days, a gentle reminder email is sent. This use case also involves segmenting participants based on their Monthly Recurring Revenue (MRR) to personalize the messaging effectively. Streamlined Implementation Achieving precision in email distribution and timing necessitates a systematic approach. Here's a simplified breakdow

0
A
Gainsight Employee: Shoshin
1 month ago
JayS
All Star
JaySAll Star
asked in Product Experience (PX)

Delete Guide V1 Editor Templates?

I’m trying to clean up the templates that have been saved by our users; however, I can’t seem to figure out how to delete V1 templates. I have deleted the unnecessary V2 templates without a problem, but I don’t see an option to delete the V1 templates. When I create a new V1 Guide, I can delete a couple Saved Templates. The ones I want to delete show up as Saved Templates when I create a new V2 Guide and look at the template selector.

2
JayS
All Star
1 month ago
jmobley
Gainsight Employee: Rookie
jmobleyGainsight Employee: Rookie
posted in Product Experience (PX)

Mastering the Dance: End User Onboarding

In working with PX customers, the term "onboarding" is often thrown around as a key component of customer-centric in-app strategies. However, it's crucial to distinguish between two fundamentally different onboarding scenarios: New Customer Onboarding and New User Onboarding. Though they might sound similar, their (1) scope, (2) objectives, and (3) execution strategies differ significantly, each catering to distinct needs! Today, we’re going to focus on the slightly less popular topic of the two which is the smaller scoped yet equally crucial new user (or what I have called ‘end-user’) onboarding program.For additional context - this post emerged out of one of my customers asking - ‘What if we’re releasing a new product and we want to introduce it to our existing customers?’ Before we jump into that, let’s take a look at some of the key differences between the two approaches:New Customer OnboardingScope: Targets the organizational level, focusing on integrating a new customer account o

0
jmobley
Gainsight Employee: Rookie
1 month ago

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