Product Experience Best Practices
Share all ideas and best practices related to the Product Experience function
- 63 Posts
- 94 Replies
3 Steps to Implement Tech-Touch Processes in Your Customer Success Organization
As companies try to overcome inefficiencies, many Customer Success (CS) organizations are looking to automate tasks that can help win back precious time. A “tech-touch” strategy in your Customer Success organization will allow you to scale your operations, improve the effectiveness of your team, and engage your customers in a consistent and timely manner.I’ve worked with many customers to optimize their processes by implementing a tech-touch strategy. When going down this path, there are a few things to keep in mind. Define Your Customer Journey The first step is to take a look at each stage of your customer’s journey. Within each of these stages, document your customer touchpoints. Taking the time to do this will go a long way in helping you realize where and how your team is spending their time.One of our customers, Popmenu, takes a very systematic approach to documenting daily work processes. Jess Kitt, Vice President of Client Experience with Popmenu discusses this process. “On
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?
How do you configure In-app engagements when using Web Application Firewall (WAF)
When creating an engagement and wanting to edit in-app to tag a UI element, we are unable to do so. Our Web Application Firewall (WAF) which controls our endpoint thinks the Gainsight payload looks like a SQL injection and blocks it. How can this be resolved?
Measuring Engagement Impact - Intake Process
Hello PX-ers! Pop Quiz: When should you start thinking of measuring the impact of your in app engagements? A: Before your engagements even go live! I find too many users aren’t thinking about how to measure their engagement’s impact until after it has been running. They then have to make changes to put things in place for measurement and they lose valuable insights on impact in the beginning weeks. To Quote Benjamin Franklin- “If you fail to plan, you are planning to fail!” Hot Tip 🔥: Create an Engagement Intake Process and ensure measurement is included. If you create a process for planning an engagement, you can add elements important for measurement as a step and ensure they are included from the start. Below is an example of a checklist to go through before creating and launching any engagement. This will match your plan to the configuration needed for measurement in PX. Planning Questions: Who is the intended audience? (persona, previous usage and what stage?) Do you have
Has anyone integrated Salesforce Knowledge for users, and if so, how are you using this for public facing content?
We are testing the integration of documents and articles within Salesforce Knowledge Base for our customers to access within the Gainsight Bot searches.We made the connection and are interested in learning how you utilize the integration so users can access public facing documents/videos from Knowledge.Thanks in advance.
Search integration with Salesforce Knowledge for public documents
Has anyone integrated Gainsight’s Bot search with Salesforce Knowledge? If so, can you describe how you used this feature, and did you offer your customers access to Public docs? Interested in your success stories. (We have tested the integration set up, just want to learn more about how you successfully used this for your customers. )
CS Leader Zone - Gainsight's Latest Success Snapshot Upgrade - Top Takeaways!
Hello CS Leaders,Gainsight’s Success Snapshot empowers the CS team to create data driven and visually compelling presentations for customer meetings.However, it all starts with a simple evaluation of where you are and where CS leaders want to be with their scalable customer presentation strategy. Here are a few pointers that CS leaders look into on a regular basis to keep their outcomes paramount. Check recent customer presentationsGet your team to share the last few EBRs / customer meeting presentations. This will help you with all information and components the team is currently sharing with the customers. List out Need-To-Have Data points and metricsLook for all the data points in those decks to analyse and figure out which one of those should really be part of the presentation. List out all the key components and data that stand out and should be part of all the future presentations. Aid with presentation templatesOnce you have a raw deck in your mind, help the team by putting t
CS Leader Zone - Keep CSMs Up to Date with Journey Orchestrator Email Logging
Hello There!As a CS leader, you understand the importance of keeping your team in sync with their clients' needs and expectations. One way to achieve this is by ensuring that all communication with the client is documented and easily accessible.Gainsight's Journey Orchestrator feature now makes this even easier by logging emails sent through the platform into the timeline as an activity.But the real question is why exactly do we need to have emails logged to the timeline and how is this really helping? Here are key highlights on why this feature really excites and makes sense for the CS leaders: Increased Visibility and TransparencyWith all emails sent through Journey Orchestrator being logged in the timeline, CSMs can easily track the communication history with clients. This helps them stay on top of their clients' needs and be in sync with all the information their client is receiving. Improved collaboration and alignmentCSMs can quickly access the timeline to see what communicatio
Office Hours on Journey Orchestrator, April 20
Are you curious about how you can take advantage of Gainsight’s Journey Orchestrator (JO) to deliver seamless customer experiences by combining human and digital outreach? Or, maybe you’re using JO today and want to explore ways to enhance what you have in place. Join nCloud Integrators for an interactive Office Hour on April 20 from noon to 1 p.m. ET where our very own Grace Tester and Allie Ludowissi will answer your most pressing questions about JO, including best practices, real-life use cases and implementation steps. Click here to register today and submit a question you would like to discuss during the session. #CustomerSuccessStrategy #Gainsight #CustomerExperience #nCloudIntegrators #CSM #CustomerJourney #CustomerEngagement #nCloud #GainsightAdministration #DigitalCS #TechTouch
#2minHowTo : Leveraging Gainsight PX and CS for Role/Persona Confirmation
As most organizations look to create a digital-first experience for their customers, it’s important not to forget some of the benefits of human-first. For example, when you meet with a customer, the conversation tends to change directions to cover everything from your customers personal role to their larger strategy. Creating a similar personalized experience in a digital-first environment is vital. We need to deliver key messaging, guidance, and support, proactively and at the right time. In order to do that, however, it’s important to have a similar conversation with your customers, to understand what’s going on with their business and what’s their role in driving the business forward. (Don’t worry, this doesn’t include ChatGPT - for now…) Let’s talk about why their role is important. By knowing if your customer is an individual contributor or manager, you can tailor the experience to better meet their needs. For example, in Gainsight CS a Customer Success Manager would be classified
Customer Insights: Automation Best Practices
In this Q&A with Jessica Kitt, Vice President of Client Experience with Popmenu, she discusses how during a time of significant growth, the company focused on automation to ensure customer interactions were efficient as well as meaningful. Read more about Popmenu’s approach to its automation strategy and insights from Jess for others going down this same path.https://www.ncloudintegrators.com/post/q-a-with-jess-kitt-vp-of-client-experience-with-popmenu
Success Plan sharing user experience.
Scenario: When a Success Plan is shared, the end user can click on fields (hyperlinked fields- eg: Company Name) on the Success Plan in the Plan Info tab and nothing happens - this is expected when the plan is shared with non-edit permissions ( Eg: View Only Externally Shared Objectives'.)However, when the end user navigates to the Objectives tab and clicks on either the Company > Relationship or opens an Objective and clicks on the Company or Relationship links, a new tab opens, spins and gives them an error.This new pages not opening is an expected behaviour , however , it would be more user friendly if we are not opening the new pages at all like the behaviour observed when we access the fields in Plan Info tab
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