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)
ProductPlan
Score 9.5 out of 10
N/A
ProductPlan is a platform that builds and shares product 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.
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.
It is a little short of tutorials, I know that the platform is very easy to use but sometimes there are little things that I had not understood.
The output of the route sheets is very limited, I would prefer that this could be customized.
There are times that there is a little space between the bars of the roadmap, I would like this to be automatically coupled and thus have no errors between dates or time when a task will be performed after completing another.
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.
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.
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.
ProductPlan has given better results without much effort in learning to use the software itself since other platforms have been very complicated and the ROI was not very pleasant compared to this platform. With ProductPlan work efficiency has been increased since workflow management has been brought to a level that can be more organized without setbacks.
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.
