Did you ever face a challenge while using Gainsight product? How did you solve it?

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Did you ever face a challenge while using Gainsight product? How did you solve it? 

We all have different ways of solving/resolving them but what is the approach used is important?

We would love to hear your efforts in solving any such challenges. 

Would really appreciate your feedback here.

We pick one approach and award it :-)
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Sai Ram Pulluri, Official Rep

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Posted 1 year ago

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Lane H, Employee

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When we did our last NPS Survey, we needed to be able to send emails to customers depending on how they answered a multiple choice question. In the question, there are 5 options, and you can choose any combination of the five.

The question is presented to promoters and asks:
Would you be willing to:
  • Allow us to use your logo on our site
  • Provide a Testimonial on our behalf
  • Be a part of a case study
  • Write a story for our blog or publication
  • Other
The hard part is this type of question populates each of these answers into it's own row in the database.

To solve for this, we created a bionic rule for a pivot to put a 1 in each column the customer had selected. From there, we wrote the data into an MDA table. This allowed us to pull the information into a Power List to send targeted emails to customers based on how they responded. Through doing this, we were able to follow up on what types of responses a customer gave.

From doing this, we now have a better understanding on how to solve for survey follow up on multiple choice/response questions.
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Nick Ohlheiser

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That's an awesome idea, thanks for sharing!  We're launching our first Gainsight NPS survey and will definitely need this exact use case.

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