Product Experience Best Practices

Share all ideas and best practices related to the Product Experience function

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87 Posts

S
Shoshin
Sharon BokShoshin
posted in Product Experience Best Practices

Webinar on Dec. 14: The Power of Support Insights in Gainsight

  Gainsight customers can now leverage the power of data by using SupportLogic to bring AI-based, real-time signals from support cases directly into Gainsight! Join us at a Webinar on Dec. 14 at 11 a.m. PT/ 2 p.m. ET featuring:Brian Hodges, CEO & Co-Founder, nCloud IntegratorsKate Griffin, VP of Delivery Services, nCloud IntegratorsRyan Radcliff, Product Marketing, SupportLogicThey will guide you on aligning support and success teams, and:*Why immediate insights from customer support can have a profound effect on your customer relationships and retention.*The value of acting on escalation prediction, negative sentiment, and churn risk signals within Gainsight.*The technical details behind the Gainsight + SupportLogic integration.*How you can quickly leverage this integration.Don't miss this opportunity to equip your customer success team with actionable customer sentiment. Secure your spot here: https://lnkd.in/gtB2HJJv

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S
Shoshin
2 days ago
tomrbarry
tomrbarryRegistered User
asked in Product Experience Best Practices

What are the best practices for how often to run rules for a health score?

We are currently revamping our health score and the person who set up our previous score had rules engine run every night for the health score. We are curious what other companies do, is it best practice to update your Health Score every day or is weekly appropriate? Any tips or tricks and suggestions on best practices here would be greatly appreciated. 

3
tomrbarry
1 month ago
J
jennypinoRegistered User
asked in Product Experience Best Practices

Setting Sender Email as someone not linked to record.

When sending a survey,  we want the survey to come from the EVP of Sales.  He is not the CSM, Owner or any record tied to the account.  How do we set him as the sender if he is not linked anywhere on the record in Salesforce?

2
J
1 month ago
Ehsan.Avazpour
Ehsan.AvazpourRegistered User
asked in Product Experience Best Practices

Scorecard Analysis

Hello all,I’m a newer Gainsight admin, ~ 1 year in the role, and am looking to perform a scorecard analysis.  We have been in Gainsight for less than 1 full year and I’m hoping to 1. identify good year 1 objectives for scorecard analysis, and 2. determine a good starting framework for this analysis.   thanks in advance for any guidance this community can provide me!

1
matthew_lind
MVP
1 month ago
S
Snow Digital CSMRegistered User
asked in Product Experience Best Practices

Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months

Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months.My team has requested the template usage data per Playbook like the Success Plan view which are available and viewable within the dashboard.My question is: Is there something similar to viewing the Playbook template data in Gainsight?

1
S
2 months ago
M
Shoshin
Mary KeerthiShoshin
posted in Product Experience Best Practices

@mention Timeline email links opens in Direct NXT.

Whenever client opens an @mention email of Timeline Activity or CTA Notification, It's opening with the full window of Gainsight NXT tab of Salesforce but he is not getting an option to switch to the other tabs of salesforce. This is happening because of the user irrespective of Classic/Lightning mode we are generating the Classic Link. 

0
M
Shoshin
2 months ago
laerickson
laericksonRegistered User
asked in Product Experience Best Practices

Conversation intelligence alongside Gainsight?

We are looking at obtaining an A.I. driven conversation intelligence platform, and I’m curious to know how this could play with Gainsight.   (i.e. is it possible to bring in customer sentiment from phone calls into Gainsight to help indicate Customer health?) If anyone has any experience with this or currently using Gainsight + an A.I. driven QA Platform, I’d love to chat!! 

2
laerickson
2 months ago
T
Shoshin
Tejkumar pabbaShoshin
asked in Product Experience Best Practices

Unable to map the Richtext field in Rule action load to timeline

In the Rules Action Load to timeline, we are trying to map the Rich Text area field to the Note. However, we are unable to do so.

5
W
Veteran Rookie
2 months ago
Surendra
Gainsight Employee: Veteran Rookie
SurendraGainsight Employee: Veteran Rookie
posted in Product Experience Best Practices

Cultivating Success: Ideas to measure engagement's impact?

Greetings, fellow Product Visionaries!Let's figure out how to check if your in-app engagements are really hitting the mark and giving value to your users. 1. Eyes on the ClicksFirst things first, let's look at the clicks. How many people are actually engaging with your messages or pop-ups? Think of it as checking how many folks took a bite of the delicious free samples you offered at your bakery. If people are clicking, it's a good sign they're curious and interested.Examples - If you are interacting with users using a1) Guide, then you can see the flow of users over the number of steps you have in the guide and completion rate.2) Slider, the you can see number of slides did the user view to number of people who completed the whole engagement3) Dialog, this engagement automatically marks as completed as it is pop-up and a single page, so seeing number of CTA’s received for this engagement makes more sense4) Emails, number of opens and number of button clicks should help you understand

0
Surendra
Gainsight Employee: Veteran Rookie
3 months ago
R
RTurnerRegistered User
asked in Product Experience Best Practices

Are webinars recorded?

A few weeks back, GS put on a webinar called “Day in the Life of a CSM: Driving Efficiency and ROI with Gainsight”.  I wasn’t able to attend live, but I hoped it would be recorded so I could watch it later, but I’m not able to find a recording.  I was really looking forward to this webinar and would love to watch if it is available somewhere.Thanks!

1
dshorter
Gainsight Employee: Rookie
3 months ago
aaronhatton
Gainsight Employee: Veteran Rookie
aaronhattonGainsight Employee: Veteran Rookie
published in Product Experience Best Practices

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 th

1922
aaronhatton
Gainsight Employee: Veteran Rookie
3 months ago
RebeccaRandle
Shoshin
RebeccaRandleShoshin
asked in Product Experience Best Practices

Gainsight User Adoption

During onboarding I was taught how to look up end-user adoption of Gainsight but for the life of me cannot remember and have not found any helpful resources. Is anyone able to assist?

1
LiamGilleran
Gainsight Employee: Rookie
3 months ago
J
jWalkerRegistered User
asked in Product Experience Best Practices

Trigger engagement if feature exists on a page

Hello, I’m hoping someone has some experience in this. We have a need to show different engagements based on different scenarios on a webpage. If a feature exists we want to show one engagement compared to another. I don’t want to trigger it based on if they click the feature but for it to show automatically on a page load. Does anyone have any experience with this?

0
J
3 months ago
aaronhatton
Gainsight Employee: Veteran Rookie
aaronhattonGainsight Employee: Veteran Rookie
posted in Product Experience Best Practices

Understanding your users better with Gainsight PX

Digital customer success is more than just creating automation or scalability. It's about creating  personalized & unique experiences for your customers by leveraging the power of automation in a scalable fashion. In order to create a personalized experience, we need to first understand more information about our end-user roles and the goals they hope to achieve using your product or service.Whilst this data can be defined by your customer success team manually, it is an ominous task and can be very difficult to maintain or get right. By leveraging the power of Gainsight PX, you have the opportunity to ask your customers for this information directly, both at the beginning of their journey and also at regular intervals. If done right, you will maintain an up-to-date record of their role and the goals they hope to achieve from using your product.To achieve this, we at Gainsight, recently launched a new in-app engagement using Gainsight PX to ask our users directly. How did we build

3
brenna.oneill
Shoshin
4 months ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
posted in Product Experience Best Practices

Analyzing Adoption and Churn

  Let’s get real for a moment….. We all know that your users won’t see value in your product if they aren’t using it.  We also know that even if they are using it, that sentiment is critical💕;  i.e. is adoption high because they have to use your product every day? Adoption without sentiment will ultimately cause Surprise Churn which no one can afford during these tough economic times. (Read more here on Durable Growth)  My favorite analogy for this is 🏋Buying a Gym Membership🏋:👎🏻 Buying the membership alone isn’t going to get you the results you want.  It doesn’t work that way (sadly!).  It’s the biggest reason why people cancel their memberships - they lose motivation as they aren’t seeing results but they probably aren’t seeing results because they aren’t using it! It’s a big Catch22. 🎯If you don’t know what your goals are, you’re going to feel aimless when you do go to the gym.  There’s a LOT of equipment (“features”) and it becomes a case of analysis paralysis. If your users

0
kathleenkenny23
4 months ago
Tori Jeffcoat
Tori JeffcoatGainsight Community Manager
posted in Product Experience Best Practices

Where does (or should) Product Marketing fit in to release motions?

Hello Gainsight PX community! 👋 We have an exciting webinar coming up next week, as part of our On the Roadmap webinar series (discussing product strategies, key best practices, and insights from the product industry). Our next webinar is on Directing Traffic to Your Product: Achieving GTM Success with Product Marketing - a topic near and dear to my heart (and job at Gainsight 😉).  As a community of really amazing product folks, we wanted to hear from YOU what questions you have around the role product marketing plays in working with product around new releases (and in general), that we can address on our webinar.  A few starting questions we want to cover are:How do you measure the success of a feature release/launch, and whats needed to effectively support a new launch? When does (or should) product marketing get involved in the product development process? How does product marketing help drive release motions using PX? What other questions do you want answers to?Let us know in rep

1
mgrefsheim
Gainsight Employee: Shoshin
4 months ago
Surendra
Gainsight Employee: Veteran Rookie
SurendraGainsight Employee: Veteran Rookie
posted in Product Experience Best Practices

Optimal approaches to engage with End Users and Buyers for feedback

It's important to be proactive in seeking feedback from both end users and buyers. By doing so, you can continuously improve your product to meet customer needs, enhance the overall experience, and strengthen customer relationships, which ultimately leads to business growth and success.  End users are the individuals who directly interact with and use your product or service. They experience its features, usability, and overall functionality. To collect feedback from end users, consider the following channels: Buyers are the individuals responsible for making the purchasing decision and may not be direct users of the product but have insight into the overall buying experience. To gather feedback from buyers, consider the following approaches: a. In-App or On-Product Surveys b. Email Surveys c. Customer Support Interactions d. User Interviews and Focus Groups e. Feedback Forms on Website or Landing Pages f. In-Product Feedback Widgets g. Usage Analytic

1
heather_hansen
Grand Slammer
4 months ago
jmobley
Gainsight Employee: Shoshin
jmobleyGainsight Employee: Shoshin
posted in Product Experience Best Practices

Building a Sturdy Foundation for Customer-Centric In-app Strategy!

Just like constructing a beautiful building, the key to a customer-centric in-app strategy lies in creating an incredibly sturdy foundation! 🏠By focusing on one step at a time and ensuring each is well-planned and executed, we can create a strong and reliable framework for elevating product adoption across different user types and at different key points along their journey. Laying the Groundwork - Identifying PersonasIn construction, architects carefully analyze the site and lay the groundwork before proceeding.Similarly, we encourage you to delve into user data and feedback to identify your top three customer personas—the Decision-Maker, the Product Owner, and your Standard User. Each persona plays a crucial role in supporting the structure of your product’s success.     The Decision-Maker - The Architect: The decision-maker, like an architect, holds the power to shape the project's direction. To win them over, provide value proposition documents, case studies, and materials that su

0
jmobley
Gainsight Employee: Shoshin
4 months ago
amandan
Gainsight Employee: Shoshin
amandanGainsight Employee: Shoshin
posted in Product Experience Best Practices

Best practices to leverage Product Analytics effectively in Gainsight PX - Strategy

Product analytics in Gainsight PX refers to the process of collecting, analyzing, and interpreting data related to user interactions and behaviors within a digital product or application. Gainsight PX is a product experience platform that offers various tools and features to track and analyze how users engage with your software or application.Product analytics in Gainsight PX allows you to monitor and measure key metrics such as user adoption, feature usage, onboarding progress, conversion rates, user retention, and churn. By leveraging product analytics, you can gain valuable insights into how users interact with your product, identify areas for improvement, and make data-driven decisions to enhance the user experience.Gainsight PX provides features like event tracking, audience segmentation, funnel analysis, A/B testing, and user health scoring to help you gain a deeper understanding of user behavior and product performance. These insights enable product teams, marketers, and custome

0
amandan
Gainsight Employee: Shoshin
4 months ago
Surendra
Gainsight Employee: Veteran Rookie
SurendraGainsight Employee: Veteran Rookie
posted in Product Experience Best Practices

Cultivating Success: Best Practices for a New User Onboarding (PLG)

Product-Led Growth (PLG) is a strategic approach that utilizes the product itself to drive customer acquisition, activation, retention, and growth of customers. Onboarding: Onboarding is a critical process aimed at helping new users become familiar with a product, understand its key features, and achieve their desired outcomes. A well-designed onboarding experience ensures a positive user experience, reduces churn, and sets the stage for long-term engagement and customer loyalty. Here is a list of things to consider  for a new user onboardingWelcome and Account SetupThe onboarding process typically starts with a warm welcome message upon user registration or sign-up and helps them create a profile or account as per product requirements. Product Tour and Feature HighlightsProducts often provide a product tour or walkthrough to introduce users to the platform's key features and functionalities this can be achieved by interactive tutorials, tooltips, or guided tours. User Education and Re

0
Surendra
Gainsight Employee: Veteran Rookie
4 months ago
amandan
Gainsight Employee: Shoshin
amandanGainsight Employee: Shoshin
posted in Product Experience Best Practices

Best Practices for Mapping your Product in Gainsight PX - Strategy

Gainsight PX is a product analytics and user engagement platform. Product mapping in Gainsight PX refers to the process of associating specific product features or elements with user behavior and analytics data. It helps in understanding how users interact with different parts of a product, enabling product teams to identify usage patterns, track user engagement, and make data-driven decisions to improve the product's performance and user experience. By mapping product features, Gainsight PX allows businesses to gain valuable insights into user behavior and optimize their product based on those insights.Here are some best practices to consider:Define your goals: Clearly articulate the objectives you want to achieve by mapping your product in Gainsight PX. This will help you focus on the specific user actions and metrics that align with your goals. Identify key events: Identify the crucial user actions or events within your product that you want to track. These could include onboarding

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amandan
Gainsight Employee: Shoshin
4 months ago
V
Shoshin
vmbowenShoshin
asked in Product Experience Best Practices

Email Assist--- Gainsight Timeline Banner in the way

Email Assist users in my org are having a difficult time seeing the email history within an email chain as the Gainsight Banner prevents this from being viewed. Once a previous email has been logged to timeline is there a way to get rid of that banner so that the email conversation is visible?     

0
V
Shoshin
4 months ago
Surendra
Gainsight Employee: Veteran Rookie
SurendraGainsight Employee: Veteran Rookie
posted in Product Experience Best Practices

Cultivating Success: Best Practices for an Exceptional Trial Experience

Implementing a trial experience for your product? Here are a few best practices to optimize the process:Gather Relevant User Information: When users sign up or even after, ensure you ask the right questions such as their user role and desired outcomes from your product. This data can be used for effective user segmentation in PX to tailor their trial experience.   Create a Structured Onboarding Journey: Develop a content calendar or onboarding journey that aligns with the user's usage and journey during the trial phase. Provide guides, tutorials, and well-crafted email content to educate and engage users, helping them navigate your product effectively.   Utilize Product Mapper in PX: Map out your product features and identify the key "aha" moments using the product mapper in PX. This will give you valuable insights into user usage patterns and behaviors, enabling you to optimize the trial experience. Showcase Value and Personalize Onboarding: Throughout the user journey, highlight t

1
link_black
Gainsight Employee: MVP
4 months ago
aaronhatton
Gainsight Employee: Veteran Rookie
aaronhattonGainsight Employee: Veteran Rookie
posted in Product Experience Best Practices

Creating a Digital Onboarding Experience with Gainsight PX

Building a seamless digital onboarding experience for your customers is a complex undertaking, often presenting challenges and requiring careful planning. At Pulse US 2023, Gainsight’s own, Tyler McNally and Harshita Banka shared invaluable insights on establishing the foundations of digital customer success. Their talk emphasized the iterative nature of creating an exceptional onboarding experience, reminding us that even Rome wasn't built in a day.At Gainsight, we are actively developing a Digital Onboarding experience for our latest product line, Digital Hub. Before diving into the building process, we find it crucial to complete a thorough discovery phase. Engaging with relevant stakeholders and fostering collaboration enables us to deploy digital touchpoints more effectively.For this project, in particular, we asked our stakeholders, three vital questions: What features of the product provide the most value?Understanding which features of our product provide the most value is esse

1
brenna.oneill
Shoshin
5 months ago
AnaCosta
Shoshin
AnaCostaShoshin
asked in Product Experience Best Practices

Gainsight Assist - Filter Contacts

 I’d like to know if there is a way in Gainsight Assist  be able to identify parent vs. child records and when multiple records exist with the same name under parent and child. When documenting to the timeline via Gainsight assist  CSMs can't identify which record is the parent and which one is the child, if both records have the same name. I was wondering if there is a way to filter parent and child records, so that when the CSM documents to the Timeline via Gainsight Assist they are assured to be logging under the correct record.Would anyone know if this is possible, or has a similar experience?  Cheers, Ana 

1
AnaCosta
Shoshin
5 months ago

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