Product Experience Best Practices
Share all ideas and best practices related to the Product Experience function
- 54 Posts
- 85 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
Having a data export functionality to see what made by who
Hey Team, there is a report in salesforce (Data Export) , you can generate, download and see what change made by who in case of more than one admin in the instance. I think this feature also needed if it is available in GS data instance. There may be companies who have more than one Gainsight admins and who worked collaboratively on same data infrastructure. So far what we can see only Modified date and Modified by, but i think that is not enough unless there is a way to see exact change made . This will keep the GS Admin Team Synced on the instance. Thank you!
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. )
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.
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?
Win Free Live PX Training by Sharing What You Love about PX
New Instructor-Led PX Training Starts Feb. 14thThis Valentine’s Day we’re kicking off new virtual instructor-led training on PX! We encourage newer PX users to join us for live hands-on training, where you’ll get to practice building in-app Engagements, configure a Knowledge Center Bot for onboarding your new customers, and explore PX Analytics. There are 3 classes delivered over the course of 3 days. Register now with the code px-iloveyou-15 and receive 15% off!Contest Details - Win a Free Ticket to TrainingOr, just for fun, here’s how to win a free seat in the training! Comment here about something specific that you love about Gainsight PX by eod on Feb. 8th. For every comment, I’ll enter your name into a drawing, and then choose a name (or maybe 2 or 3 😊) on Feb. 9th! I’ll get us started…I love how easy PX makes it to communicate with users directly in my application! We use PX on Gainsight University and our Pulse+ training platform to share new courses, provide users with a way t
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
Gainsight working with Marketing - Best Practice Discussion
I am part of the marketing operations team at AVEVA. We invested in Gainsight to provide deeper customer insights and we are now researching how we can maximise our investment in Gainsight, utilising the customer insights data across other business units within AVEVA.We want to specifically understand if there are any organisations on the same path using the GS platform in conjunction with marketing, utilising their resources, and technology to provide a personalised customer experience that assists in the development of new opportunity through potential expansion or upsell nurture campaigns.Our current marketing automation tool is Marketo so anyone with the same tech would be great, however utilising any MA would be beneficial. If anyone can assist I would appreciate a discussion to understand how you implemented (technology & process) and any best practice you would be willing to share.Many thanks from sunny but cold Scotland!Cheers Allan
Duplicate goals appearing - Doc update.
In the C360 Customer Goals tab, the user is seeing two of the same goal after adding. This is confusing to some of our end users. There is nothing in the documentation on this being a field that shows all of the recently added goals until you hit dismiss or refresh the page. Is there a way to not show this field or to update the documentation to reflect the actions needed to clear out the orange bar, or to disable it.
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
Customer Goals vs. Success Plans
I see the currently new implementation of Customer Goals in the C360 as a container while the bulk of the goals are shown in the CTAs and Success Plans. This seems obvious yet I’m looking for the benefit of these opposed to having a custom goal oriented success plan. Some questions I have are:Can Customer Goals be shared externally similar to Success Plans? Can we report on customer goals with related SPs and CTAs apart from the C360 view? Are custom fields suggested to receive the most value from this new module?I’m curious if anyone has implemented Customer Goals in their Org and, if so, how is it going?
Best practices for in-app product notifications
Gainsight engagements are catching on like wildfire at our company. Between feature notifications, maintenance announcements and surveys, we have the potential of overwhelming our users with too many engagements. I’m curious what other Community members have found as a best practice for the min and max numbers they set in their throttling settings. I appreciate any insights you want to share!
Best practice for when to use Rules Engine vs Data Designer?
Hello everyone.I wanted to ask if anyone can share their best practice how would you identify whether a job requires only Rules Engine, or Rules Engine mixed with Data Designer?For example, I need to set score for a new measure “NPS Response Rate”. I could fetch the needed data and use a formula field and do it all within the rules engine itself. Or I could first do the fetching and calculating in data designer, then save this data as a new object that would hold a “Response Rate” field, and then reference that field in the Rules Engine.What should be kept in mind when deciding the preferred method? (Outside of possible feature limitations between these two methods I may not be aware of yet as a new admin).For example, if I use the data designer, then this response rate could be referenced later on in any report, while if all calculations are done in rules engine, this data will not be reachable by reports, unless loaded to an existing object anyways. Is that a correct assumption?This
Do you default to Data Designer?
Hello!Trying something new with a short Gainsight admin video. It is a bit of fun. Hopefully, you find it informative. Please share your feedback.I don't think I'm ready for TikTok just yet, but with more practice, who knows 😄I'll get us started with Data Designer because I rarely use Data Designer. And I noticed the feature wasn't particularly prevalent in the Gainsight admin certification.Two questions:Do you default to Data Designer?What do you like to use Data Designer for especially?
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 to include a list of customers with same email address but purchased different products in a journey, that can be sent different product instructions in separate emails?
We are targeting customers who have low adoption scores on specific products purchased in the same invoice with the same email address. Example:Number of invoices: 1 Product: A AND B Participant: ABC Limited Email : ABC@ABC.COMGoal :Send adoption email with instructions of Product A Send another email with instructions of Product BChallenge: The participant list can only include 1 line with Product A OR B, the other one has been removed to failed Participant list with an error message ( Participant has met the advanced criteria )therefore missing out on the opportunity to send an email to the other product. Current Uniqueness Criteria :Invoice number Company name Product category Recipient email address Expected result: ABC@ABC.COM will receive 2 emailsInstruction of A Instruction of B
Seismic Integration within Gainsight
Does anyone have experience with integrating Seismic into Gainsight? I am envisioning a CSPM would be able to send Seismic resources to several contacts within an account in GS and have a report provided (within GS) as to which resources had been sent to which customers, when they opened it, etc. Perhaps GS could “monitor” when the resource was viewed by the customer and create an automated CTA for CSPM with follow-up steps.
What HTML tags work when creating the CTA Comments through a rule
I am creating CTAs through a rule and would like the CTA comments field to be nicely formatted.How do I get a new line? I’ve tried <p>, <br> and I’ve tried ordered and unordered lists but none of these render properly, the html is stripped out.So I put a period at the start of a new line to preserver the space, and this looks horrible. How should I be including blank lines in the CTA Comments?
Hello fellow Gainsters … I am the Director of Customer Success at a software development company that works with a very niche customer base - the state and county government space. Fresh off of the heals of Pulse 2022, I am recharged in getting integrated into the Gainsight community to learn and ideate. I would love to connect with fellow Gainsters who work in the government space. There is a lot of similarity between B2B and B2G (Business to Government), but there is likely the same amount of difference and with that, I would love to chat about what is working for others in the government space nd what is not. I would love to share the successes we have experienced as well and also where have tripped, fallen and had to get up and dust ourselves off.
How are you identifying Power Users of your products/features?
I’d love to get some ideas from people in the Community on how you are leveraging various data inputs to identify and track your power users. Do you identify power users by product suite? By specific features? What does a “power user” look like and are there specific data points you look for when identifying those individuals? (ex: certain hours spent in the product, adoption of a specific feature or workflow, hours spent engaging with your customer-facing team or community, etc. Are there other ideas that come to mind?) Once you have power users identified, how do you use that information? (ex: targeted marketing or outreach, product pilot programs, surveying, reference programs, etc.)
Pragma Edge - FileGPS - End-to-End File Monitoring
FileGPS provides enterprise-wide file/transaction monitoring across any application. Many organizations utilize file transfers as a means of communication between B2B partners or between application to application integration; due to various applications involved in handling the end to end process integration, the end to end visibility of the transactions/files are lost, which causes inefficiencies and missed SLA. FileGPS provides the ability to provide enterprise-wide end to end file/transaction monitoring that can track SLA and key events in the processing of the files/transactions. About Pragma Edge INC. Pragma Edge is a software, SaaS, and consulting services company that drives digitization data integration and process automation. We are one of the fastest-growing companies in the United States. We are achieving this growth by helping our customers to achieve their goals, delivering innovation, collaboration, and agility with solutions and services that improve their bottom line a
Pragma Edge Jarvis Monitoring Tool - PJM
IBM Sterling B2B Integrator , IBM Sterling File Gateway, Connect Direct Monitoring Tool Pragma Edge Jarvis Monitoring tool (Jarvis) provides integrated monitoring and altering capabilities for IBM Sterling B2B Integrator/IBM Sterling File Gateway platforms. Jarvis check and alerts on: System Health Application Health Application Logs Cloud Logs Reduce your operational cost of IBM Sterling B2B and MFT platform by centralised monitoring and alerts About Pragma Edge INC. Pragma Edge is a software, SaaS, and consulting services company that drives digitization data integration and process automation. We are one of the fastest-growing companies in the United States. We are achieving this growth by helping our customers to achieve their goals, delivering innovation, collaboration, and agility with solutions and services that improve their bottom line and business operations. We are a team of "Does and Thinkers" who take a pragmatic approach addressing the needs of our customers. Learn
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