Product Experience (PX)

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

  • 635 Topics
  • 1,285 Replies

635 Topics

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
20 hours 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

0
jmobley
Gainsight Employee: Rookie
1 day 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

80
kathleenkenny23
2 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
3 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! 

0
B
3 days ago
R
robert.svallinRegistered User
asked in Product Experience (PX)

Query Builder, hourly

In Query Builder I can filter by monthly, weekly or daily. We want to understand when our customers are active during the day. Is it possible to somehow track a feature or custom event on an hourly basis?  

0
R
4 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.

0
W
4 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

4
J
Shoshin
8 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
14 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
14 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
15 days 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
16 days 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
23 days ago
T
twhiteRegistered User
asked in Product Experience (PX)

Conditional wait for a tooltip?

When creating a PX engagement / guide using tooltips to walk a user through a process is there a way to “wait” for something specific to appear on the screen before showing the next tooltip?  

2
mmarques
All Star
23 days ago
rschlette
Gainsight Employee: Veteran Rookie
rschletteGainsight Employee: Veteran Rookie
posted in Product Experience (PX)

Getting Started with PX S3 Account and User Import

The Gainsight PX S3 Account and User Import data integrations can be used to import daily updates to PX account and user data from a predefined directory structure in a customer-managed AWS S3 bucket. These data integrations are well-documented in this support doc, but this article will answer some common configuration questions, and provide some additional visual examples of the file structure. S3 Folder ConfigurationThe S3 Account and User Import data integrations each require a ‘base import folder’, and each of those base import folders requires 2 subfolders: one named “current” and another named “processed”. example base import folders In the example shown above, you can see that the base import folders follow the naming convention productName_pxObjectName_import, but you can use any naming convention for these folders. The subfolders must be named “current” and “processed” precisely, or the integration import job will fail. Integration ConfigurationIn Gainsight PX, the AWS S3 Impo

0
rschlette
Gainsight Employee: Veteran Rookie
23 days ago
P
phowe23Registered User
asked in Product Experience (PX)

Does your editor include an HTML view?

I noticed that when creating a new article, I could not find your HTML view. Is this a feature that is offered in your Communities? When writing a complex Knowledge Base article, it is often necessary to go into HTML view to do complex formatting. 

4
Kenneth R
Gainsight Employee: Veteran Rookie
30 days ago
jmobley
Gainsight Employee: Rookie
jmobleyGainsight Employee: Rookie
posted in Product Experience (PX)

Slicing and Dicing Data: A Product Leader's Recipe for Pre-Release Perfection with Gainsight PX

In the rapidly evolving product landscape, leveraging deep user insights to drive decisions is essential for creating successful features that enhance user engagement and satisfaction. Let’s take a look! As many of you know, PX is a pivotal tool in this work, offering robust reporting capabilities that arm product teams with the data needed to guide both the planning and refinement of features. Today we will be focusing on the planning stage - stay tuned for part two!I’ve tried to create a structured approach to using essential reports, crafting ROI outcomes, and understanding key metrics as leading or lagging indicators. Pre-Release Planning: Data-Driven DevelopmentObjective: Harness PX insights for informed feature development, with a goal to elevate user adoption and engagement.ROI Outcome and Calculation Guide:Before delving into specific reports, it's crucial to establish clear ROI outcomes related to our planning efforts. By having clarity on these metrics beforehand, you can beg

0
jmobley
Gainsight Employee: Rookie
30 days ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
published in Product Experience (PX)

🚀 Leveraging Gainsight PX for Product-Led Growth: Unlocking the Power of Closed Loop Feedback and Stellar Onboarding Strategies 🌟

  The Magic of Closed Loop Feedback in Onboarding 🎩  The Strategy 📜Imagine a world where every piece of customer feedback helps your product grow stronger and more lovable 💪❤️. That’s what closed-loop feedback is all about! It’s like having a conversation with your users that helps both of you grow together.Here’s how Gainsight PX turns feedback into action:Collecting User Feedback: 📊 Gathering insights is like going on a treasure hunt, and in-app surveys and NPS scores are your map. Analyzing Responses: 🔍 Like detectives, use Gainsight PX analytics to understand what your users truly need and love. Taking Action: 🏃‍♂️ Use the feedback to sprint towards product improvements, making your users’ journey even more exciting! Key Benefits 🎁Accelerated TTV: Guide new users with a tech-touch experience so magical they’ll find value in the blink of an eye! ⚡ Enhanced User Adoption: Build adoption journeys that are as contextual and engaging as a well-crafted story. 📖 Increased Customer

280
kathleenkenny23
1 month ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
posted in Product Experience (PX)

🚀 Boost Your In-App Engagements: A Guide to Measuring Impact and Value 🎯

Hey Gainsight PX Community! 🌟Ever found yourself deep in the rabbit hole of creating countless in-app guides and engagements, only to pause and wonder, "Am I actually making a difference?" You're not alone! Let's embark on a journey to unravel the mystery behind measuring the true value and impact of your in-app engagements. 🕵️‍♀️✨Starting Point: Identifying the Problem 🤔Before diving headfirst into the sea of engagements, take a moment to anchor yourself by identifying the problem you're aiming to solve. Imagine, your product team has launched a sparkling new feature, but alas, adoption is not soaring as expected. 🚀👀 What's the next step? Capture Baselines: Understand the current level of feature adoption without any in-app guidance. This is your starting line. 🏁 Pinpoint the Cause: Is the feature playing hide and seek (discoverability issue), or is there a sentiment issue where users find it challenging to use? Or perhaps, they're not fully aware of the feature's value. 🕵️‍♂

0
kathleenkenny23
1 month ago
aaronhatton
Gainsight Employee: Veteran Rookie
aaronhattonGainsight Employee: Veteran Rookie
published in Product Experience (PX)

Creating A Personalized, Welcome Guide With Gainsight PX

When you start using a new piece of software for the first time, you typically begin by looking around the user interface, discovering what parts are relevant to you, and thinking about how it can be used for your use case. As the team supporting that software, you may have a good idea of what features your users would find most useful, and perhaps even the use cases associated with them. That’s why it’s important to create a personalized welcome guide for your software to help your new users overcome the initial learning curve.In my recent blog post, I wrote about how you can understand your users better by leveraging Gainsight PX to collect the roles and goals of your users. With that information available, it’s time to start creating a personalized new user welcome guide.Here’s a sneak peek of what our finished guide looks like, and the steps you need so you can replicate it yourself: Planning The first step of any great project is to start with a plan. In this case, I recommend tha

835
aaronhatton
Gainsight Employee: Veteran Rookie
1 month ago
link_black
Gainsight Employee: MVP
link_blackGainsight Employee: MVP
published in Product Experience (PX)

Tip of the Week: Demystifying Gainsight PX Segments

Hi All!!! There has been much discussion recently about how PX Segments work and how they can be used.  Therefore, I wanted to share my experiences, insights, and recommendations in the hopes of helping many of our PX user to better understand this awesome PX feature. First off, PX Segments do NOT work the same way as Audience Logic or Report Filters. In fact, you cannot currently use PX Segments in any PX Analytics reports at all … except for this option was recently added as a potential “Step” within our Funnel Analysis report. VERY IMPORTANT: When you create a new PX Segment, it will NOT include any users at all … zero …  even if some users match the Segment Logic criteria precisely.  This is because users are only assigned to PX Segment(s) as they continue to use the PX-tracked application and achieve a “match” with the PX Segment Logic criteria.  This assignment process begins once the PX Segment is created and there is currently no type of “backfill” operation performed on non-ac

8277
link_black
Gainsight Employee: MVP
1 month ago
broghanzwack
Gainsight Employee: Veteran Rookie
broghanzwackGainsight Employee: Veteran Rookie
posted in Product Experience (PX)

How Gainsight uses Global Context

We report on our products too! As a SaaS company, it’s important for us to understand how users experience our software, both along business and product metrics. I’d say it’s pretty great luck that we have a product within that suite geared towards understanding… well… exactly that!Like any other tech company, our reporting needs have changed over time. PX has a wonderful set of features that allow us to tackle a dynamic set of questions. Read on to see how we used one of those features - Global Context - to track the progress of a major company initiative.  Background: Gainsight CS began as a program built on top of Salesforce; while great for a young tech company, this became very expensive as we grew, so we built a new standalone system called NXT. NXT has its own domain - "gainsightcloud.com" - and is independent of Salesforce. For the last few years, we've been migrating legacy customers from the original Salesforce edition to the new NXT one via our Upgrades program. At one point

3
mmarques
All Star
1 month ago
rterakedis
Team Captain
rterakedisTeam Captain
posted in Product Experience (PX)

Using PX for Core Web Vitals (DOM / PageSpeed / Performance) tracking?

Hello everyone,I’m curious to know if anyone else has an interest in seeing core web vitals for end-user experience on their web apps within PX?   For instance, the DCL/FCP/LCP/TBT/TTI values for page loads (like what you would see in Chrome Dev Tools on the “Performance Insights” page):  i feel like page load times and responsiveness might also be core to the product experience, and a possible supporting metric for showing/explaining feature adoption?   What are your thoughts?  Is anyone somehow pulling these types of stats together with PX analytics to help drive focus for improvement areas? cc/ @jmobley 

1
link_black
Gainsight Employee: MVP
1 month ago
Jack-Occleshaw
Shoshin
Jack-OccleshawShoshin
asked in Product Experience (PX)

Delay a survey pop-up?

Hi all,Is it at all possible to delay the triggering of a survey on a certain page of our tool? I would like to be able to have an NPS survey trigger after say 30 seconds so we aren’t bombarding our users the second they load a page, it will allow them to interact with little bits and then pop-up asking what they think.  

2
link_black
Gainsight Employee: MVP
1 month ago
H
HomaRegistered User
asked in Product Experience (PX)

How to create a new field based on another field by "add formula field"

I connected mixpanel data to Gainsight. One field is “Path”, I want to create a categorized field based on the first part of the path. For example: Path New Path /product/lists /product /product/clouds /product /support /support / / /support/contact /support Is this possible in Gainsight?

1
link_black
Gainsight Employee: MVP
1 month ago

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