For SaaS products, Gainsight's product experience software enables companies to track every step of their user's journey and fully understand how they're interacting with a product over time.
$0
100 or less MAUs (Monthly Active Users)
Jira Align
Score 8.8 out of 10
N/A
A solution to bridge the gap between strategy and execution for portfolio, product, and program management teams, used to manage idea intake, prioritize your feature backlog, and track progress with live roadmaps.
It’s a robust tool that allows you to easily map and track key features and actions within your products. It also allows for in app communications to help guide the user through the path you want them to follow. The ability to connect with Gainsight CS also allows you to leverage that data to drive actions for the account team, incorporate it in health scoring, and use it to trigger digital programs. You do need a well thought out strategy for management of the platform, the data and how you will use it.
This product is useful for a team/company working with multiple customers. Employee count anywhere larger than fifty or sixty will be benefited [from] this. Considering this product is expensive(as I’ve heard) this will not serve [many] purposes to smaller companies and startups who are having a very less customer base and [fewer...] employees.
Mapping your product is easier with PX than with Google Analytics (mapping your product makes usage data appear as hits on mapped URLs, buttons, etc)
PX is good at showing simple messaging popups to customers.
PX Badge functionality—a persistent hover- and click-enabled popup launcher, positioned on select pages and attached to select elements—works well as a self-serve resource for users. It can be unobtrusive yet right there when needed.
PX modal content is fully editable HTML with plenty of flexibility.
Audience filters are really powerful. You can target users by many built-in and dev-configurable attributes, like device-type (which helped me work with mobile web users), browser, account, parts of the application visited/used in the last day, and many more.
Jira is a great project management tool when it comes to tracking the progress of deliverables and milestones. Each member of the team can track individual deliverables and milestones. Jira comes with filters and search functions to perform these tasks.
Jira is highly flexible when it comes to maintaining tasks and deliverable backlogs. You can plan and organize your sprints in such a way that you include your previous backlogs in them.
The initial ticket creation screen lacks some important features, such as assigning "point values" (a measure of effort needed for the ticket).
The browser needs to be manually refreshed to see new tickets, which can make things confusing when several people in a meeting are simultaneously creating tickets.
The interface on some smaller portions of the software are sometimes difficult to understand.
It is a good product, but like with every product, there is room for improvement or even just things I, as a user, would prefer, such as the ability to click on a company and have it go to Salesforce instead of Insight. It can also be difficult to find certain reports.
Most of the things are easily manageable except certain things that are hidden and you need to ask teammates who are aware of how they can link attachements in the comment section and so on.
I have not had to contact support frequently but when I have I used the chat and my questions were answered immediately. I've also used their knowledge center, help documentation and training videos which are all very thorough. The support we've received from our Customer Success Manager has been helpful as well.
It is average. It needs to improve overall if you are paying the amount of money it costs. For now, it does the job, but with so many new features being added it would be very helpful to kick this up a notch.
I have used and evaluated a few similar products to Gainsight PX, including Appcues, WalkMe, and Pendo. I found that Gainsight PX was the most comprehensive and user-friendly platform, offering features such as customizable onboarding flows, product usage tracking, and automated customer success workflows.
Atlassian JIRA Align (formerly AgileCraft) has an excellent suite of tools that integrate well with other tools and offers full support for various agile frameworks, including SAFe. It's just a complete integrated package, whereas some other tools seem to be lacking in different areas. Several plug-ins can be integrated to help with pro serv invoicing and integration with GitHub, Jenkins, Confluence, and other tools that we use.
Customer Sentiment. Customers have been excited when we can show them data around usage and where we can improve.
Deciding to remove features. We have used PX to identify features that have little to no usage which allows us to get rid of unnecessary process and maintenance.
Identifying areas of improvement. We are able to find areas of our product that we need to focus on improving where previously we would have missed or had a tough time justifying spending time and resources.
Able to forecast & plan releases well using agilecraft leading to quality on time delivery.
Distributed teams are able to collaborate well, be it be daily scrum, retrospective, estimation though this. Also team members love the gamification part & they have fun using this tool. Earlier we use to face challenges due to distributed teams but after AgileCraft, collaboration & communication was no longer a challenge & we are able to see improvement not only in team velocity, but also team satisfaction.
Simplest tool to implement safe, scaling is always a problem with most of the agile tools but agilecraft helps in smoother implementation of safe practices & principles.
