Gainsight PX

Score7.9 out of 10

48 Reviews and Ratings

Community insights

TrustRadius Insights for Gainsight PX are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Segmentation Capabilities: Users have praised the powerful segmentation features of Gainsight PX, enabling them to target specific customer segments effectively based on behavior, demographics, and other criteria. The ability to tailor campaigns with precision has been particularly valuable for users in achieving their marketing goals.

Intuitive User Interface: Reviewers appreciate the intuitive user interface of Gainsight PX as it allows marketers to easily create and manage campaigns. Users find the layout and navigation straightforward, enhancing their efficiency in executing marketing strategies.

Analytics Capabilities: Customers value the analytics tools provided by Gainsight PX for gaining insights into customer behavior and engagement. By tracking user engagement, identifying trends, and understanding customer behavior better through data analysis, users can make informed decisions to optimize their campaigns.

Reviews

29 Reviews

Gainsight PX

Rating: 9 out of 10

Incentivized

June 1, 2025

Use Cases and Deployment Scope

We use it to launch in app engagements with in our products. We also use it to link to other resources we have internally for our customers.

Pros

Surveys and data on that
In app engagements
Flexibility

Cons

Can be challenging to find the right item in PX to adjust the engagement in the application

Likelihood to Recommend

It makes information and engagements easy for our customers to be right at their fingertips in the application.

Verified User

Employee in Customer Service (1001-5000 employees)

Vetted Review

1 year of experience

Gainsight PX: Powerful Insights and Seamless User Engagement

Rating: 8 out of 10

Incentivized

March 12, 2025

Use Cases and Deployment Scope

Tracking user actions inside our products. Utilizing the knowledge base and in app guides to direct the user throughout the product, introduce new features, and highlight key features. Conducting in application surveys to gather feedback.

Pros

Product feature mapping
Surveys
Integration with Gainsight CS

Cons

Dashboards and reporting

Likelihood to Recommend

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.

Verified User

Project Manager in Customer Service (1001-5000 employees)

Vetted Review

3 years of experience

Good product, would be amazing with a few tweaks.

Rating: 8 out of 10

Incentivized

January 13, 2025

Use Cases and Deployment Scope

The CS reps at my company use it to track communication, risk, escalations, and other metrics for our team/clients. It helps keep all the information from the sales force, zoom meetings, emails, and phone calls in one place and allows us to track metrics and KPIs better. It also allows us to see our CTA's and Salesforce cases and pull reports based on what products our clients are using currently.

Pros

Integrate with Salesforce.
Integrate with gmail.
Zoom AI recording.

Cons

Can be difficult to pull reports.
Don't like things are spread between home, dashboard, and timeline.
The search function is a little wonky in my opinion.

Likelihood to Recommend

I think that, overall, it is a good product, and I wish our entire organization had used it. My feedback is that I want to, on a company's timeline, we could filter out the emails from our marketing department or any mass communication that was sent out to make it easier to find direct communication between customer success and the client.

Verified User

Employee in Sales (501-1000 employees)

Vetted Review

The experience platform!

Rating: 9 out of 10

Incentivized

December 20, 2022

Use Cases and Deployment Scope

Gainsight PX helped us to understand what our users are visiting the most in our tool, which are the most active users, and in what regions, etc. We publish all our engagements through Gainsight PX, and it is super user-friendly. Plus, we have our NPS here, and the Customer Success team is now contacting our clients based on customer feedback. We are now in the process of analyzing our MasterBot data to understand more about our clients' needs, etc.

Pros

Client Engagement
NPS Analysis
MasterBot
Amazing Dashboards
Users data
Segmentation

Cons

Localization Tab. We are having difficulties translating our engagement through Gainsight PX
We can not add different feedback questions in the NPS survey based on the score provided.

Likelihood to Recommend

Gainsight PX makes my life easier. All data is available in one place. We can create amazing dashboards with different filters based on the information we need. Plus is super user-friendly and we have Gainsight PX assistance if we don't understand something. Our PX CSM is always supporting us with any question or special request we have.

Fernanda Padilla

Customer Success Administrator at ReviewPro (51-200 employees)

Vetted Review

1 year of experience

Gainsight PX: A Powerful Tool to Maximize Your Customer Experience!

Rating: 9 out of 10

Incentivized

December 16, 2022

Use Cases and Deployment Scope

We use Gainsight PX to measure and optimize customer experience and engagement across our website, mobile app, and other digital channels, from onboarding to retention. It helps us identify areas of improvement and develop strategies to improve customer engagement and satisfaction.

Pros

Gainsight PX provides powerful segmentation capabilities to help marketers target the right customers with the right message. Through its segmentation capabilities, Gainsight PX enables marketers to create custom segments based on user behavior, demographics, and other criteria to ensure that the right message is delivered to the right customer.
Gainsight PX offers robust analytics capabilities to help marketers gain insights into customer behavior and engagement. Through its analytics capabilities, Gainsight PX enables marketers to track user engagement, identify customer trends, and gain insights into customer behavior.
Gainsight PX provides an intuitive user interface to help marketers quickly and easily create and manage campaigns. Through its user interface, Gainsight PX enables marketers to create and manage campaigns with ease, allowing them to quickly launch campaigns and track their progress.

Cons

Reporting and Analytics: Gainsight PX currently offers basic reporting capabilities, but there is room for improvement in terms of creating more detailed and interactive reports. Additionally, Gainsight PX could benefit from the addition of more advanced analytics capabilities, such as predictive analytics and machine learning.
Automation: Gainsight PX currently offers some automation capabilities, such as automated emails and surveys, but there is room for improvement in terms of creating more sophisticated automated workflows. For example, Gainsight PX could benefit from the addition of automated triggers based on customer behavior or automated segmentation based on customer data.
Integrations: Gainsight PX currently offers some integrations with third-party applications, such as Salesforce and Marketo, but there is room for improvement in terms of expanding the number of available integrations. Additionally, Gainsight PX could benefit from the addition of more robust APIs that would allow for deeper integrations with other applications.

Likelihood to Recommend

Gainsight PX is well suited for companies that are looking to measure customer engagement, usage, and adoption of their products and services. It is also well suited for companies that are looking to gain insights into customer behavior and preferences. Gainsight PX can be used to track customer journeys and measure customer satisfaction. On the other hand, Gainsight PX is less appropriate for companies that are looking to measure sales performance or customer lifetime value. It is also not well suited for companies that are looking to measure customer retention or customer churn.

David Forsythe

Director of Product Content Design in Product Management at Kantata (501-1000 employees)

Vetted Review

3 years of experience

HUGE Fan of Gainsight PX

Rating: 10 out of 10

Incentivized

December 16, 2022

Use Cases and Deployment Scope

User analytics primarily. What features are being used? How frequently? Who is using them? The ability to launch in-app engagements and release notes and target them to different environments has been a considerable time saver and increased my productivity significantly. Also targeted in-app surveys have been a great way to collect and analyze product feedback.

Pros

User Analytics
In-App Engagements - Release Notes, Surveys
KPI Dashboard of Product Feature and Module Usage
Knowledge Center Bot

Cons

Automatic Feature Mapping
Targeting Users based on survey results
HTML Editor

Likelihood to Recommend

As a PM that had limited product usage analytics and no automated method of communicating to users in-app the Gainsight PX engagement options are a god-send. Configuring targeted pop-ups, survey and release notes has made me incredibly efficient. The feature KPI dashboard option they recently adding is simple to configure and allowed me to create a high level product usage dashboard I can share with executives in minutes.

The only scenario I would say it's not appropriate would be to try and replace a survey specific software tool with their in app survey engagements. Although it suits my needs I would say it's not robust enough for full blown product surveys.

Bob Osborn

Director of Product Management in Product Management at Certain (51-200 employees)

Vetted Review

1 year of experience

View profile

Gainsight PX is a great product

Rating: 8 out of 10

Incentivized

December 16, 2022

Use Cases and Deployment Scope

We wanted to understand how the customers were interacting with our application on top of other measure such WAU and retention. Gainsight PX also provided an out of the box guest engagement solution that allowed us to build unique messaging and onboarding experiences based customer persona in the application itself and via email.

Pros

User tracking
Customer engagement
NPS

Cons

Screen recording
Email engagement builder
Engagement templates

Likelihood to Recommend

Gainsight PX is perfect for understanding how many users, types of user and their respective journey through the application or website. Gainsight is easy to use and understand with minimal effort to setup. It is also great for an out of the box solution for a knowledge base and customer engagement

Verified User

Director in Product Management (11-50 employees)

Vetted Review

1 year of experience

Gainsight PX; is a must have product for sales teams.

Rating: 10 out of 10

Incentivized

December 16, 2022

Use Cases and Deployment Scope

Gainsight PX gives me detailed insight of clients using trial accounts grouped by features and days. This information is very helpful for us to have a contextual conversation.

Pros

Trial Insight
Day by Day usage
Intensity of usage

Likelihood to Recommend

Gainsight PX is helping us day by day for our sales/account management team to keep a check on client's product usage and then have a relevant conversation whether it is regarding sales or sevice.

Verified User

Representative in Sales (51-200 employees)

Vetted Review

5 years of experience

Great ROI and brings you closer to Customers

Rating: 8 out of 10

Incentivized

October 14, 2022

Use Cases and Deployment Scope

It is integrated with our flagship product Aurigo Masterworks. We use it to know the modules and web page sequence analytics that are frequently used by our customers in order to focus on those areas to decrease clicks. The scope of our use case is customer engagement and product enhancement based on the analysis.

Pros

Customer usage statistics
Per page load time analysis
Customer feedback through engaging surveys

Cons

Should have the functionality add Notes
Cross team data sharing functionality is missing
Not able to filter data when default views are used

Likelihood to Recommend

We suited for getting customer usage analytics in order to develop your product in that direction. It also helps you to get information related to where the user is taking huge number of clicks to reach to the destination he wants. Some views on dashboard can not be filtered hence needs improvement.

Verified User

Employee in Research & Development (201-500 employees)

Vetted Review

1 year of experience

Gainsight PX - The new edge tool for in-product feedback

Rating: 8 out of 10

Incentivized

October 14, 2022

Use Cases and Deployment Scope

Gainsight PX helps the organisation develop a roadmap to enhance customer engagement and to improve the conversion rates. It accurately addresses the major problem of not having customer feedback or engagement rate. Direct feedbacks from customers help understand the rationale behind drop-offs and helps mitigate them. My personal use case is to analyse the data from the software, generate reports and provide them to the growth and business team.

Pros

Customizable and easy to set up
Excellent integration with CRM
Good feedback mechanism

Cons

Deep learning is something where there is scope of improvement
Can have a better UI, which can also reduce the learning curve
Does not have AI capabilities

Likelihood to Recommend

Gainsight PX is very well suited if you want to collect in-product embedded user feedback and know how users react to the products and what do they wish for. It has very excellent (although time taking) CRM integration. Only if you are expecting deep learning or AI capabilities, then this is not the thing to go for.

Verified User

Analyst in Corporate (10,001+ employees)

Vetted Review

1 year of experience

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Gainsight PX: A Powerful Tool to Maximize Your Customer Experience!

Rating: 9 out of 10

Incentivized

December 16, 2022

Use Cases and Deployment Scope

Pros

Gainsight PX provides powerful segmentation capabilities to help marketers target the right customers with the right message. Through its segmentation capabilities, Gainsight PX enables marketers to create custom segments based on user behavior, demographics, and other criteria to ensure that the right message is delivered to the right customer.
Gainsight PX offers robust analytics capabilities to help marketers gain insights into customer behavior and engagement. Through its analytics capabilities, Gainsight PX enables marketers to track user engagement, identify customer trends, and gain insights into customer behavior.
Gainsight PX provides an intuitive user interface to help marketers quickly and easily create and manage campaigns. Through its user interface, Gainsight PX enables marketers to create and manage campaigns with ease, allowing them to quickly launch campaigns and track their progress.

Cons

Reporting and Analytics: Gainsight PX currently offers basic reporting capabilities, but there is room for improvement in terms of creating more detailed and interactive reports. Additionally, Gainsight PX could benefit from the addition of more advanced analytics capabilities, such as predictive analytics and machine learning.
Automation: Gainsight PX currently offers some automation capabilities, such as automated emails and surveys, but there is room for improvement in terms of creating more sophisticated automated workflows. For example, Gainsight PX could benefit from the addition of automated triggers based on customer behavior or automated segmentation based on customer data.
Integrations: Gainsight PX currently offers some integrations with third-party applications, such as Salesforce and Marketo, but there is room for improvement in terms of expanding the number of available integrations. Additionally, Gainsight PX could benefit from the addition of more robust APIs that would allow for deeper integrations with other applications.

Likelihood to Recommend

David Forsythe

Director of Product Content Design in Product Management at Kantata (501-1000 employees)

Vetted Review

3 years of experience