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)
Snowplow Insights
Score 9.5 out of 10
N/A
Snowplow Insights is presented by the vendor, Snowplow in London, as a way to capture and process high-quality behavioral data from all a company's platforms and products and deliver that data to a cloud destination of choice.
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.
Snowplow Insights has been by far one of the best programs to better track and store each of the data for events and product expansion, the versatility of this program makes it an immediate and real-time solution for development of each of its users, I recommend it for its price and quality of execution in my work.
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 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.
The main advantage of Snowplow Insights, compared to other similar tools in the market, is that Snowplow is able to combine data from more data sources and also enrich that data later on by connecting to other systems in real time. Those capabilities have been a challenge for many other tools in the past. Additionally, the number of out-of-the-box integrations makes Snowplow a very flexible tool.
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.
The main scenario that we live with this program is the response and the good reputation that we have built with this program in each of our events.
There are many occasions where we have the obligation to protect all our data, the advantage is that Snowplow Insights has a completely ample storage for our performance.
