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Maximizing Business Impact with Effective Engagements in Gainsight PX: Best Practices & Strategies

Prince Raj

CSSC

Gainsight PX

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FIRST, A LITTLE HOUSEKEEPING...

Yep, we’re recording;

And please stay for the Q&A!

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TODAY’S AGENDA.

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Industry-Standard Best Practices & �Pitfalls to Avoid

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3

Welcome and Introduction

Real-World Examples &� Template Walkthrough

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Engagement Content Fundamentals

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Types of Engagements Overview

Guide

Slider

Dialog

Email

Survey

NPS

CES

Multi Question

Rating

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Guide Engagement

Top Scenarios for Guide Engagement Implementation.

Onboarding New Users: Utilize guides to familiarize new users with the platform through interactive walkthroughs of core functionalities and essential features.
New Feature Introduction: Implement guides to educate users on newly launched features, demonstrating their benefits and how to integrate them into existing workflows.
Complex Workflow Guidance: Deploy guides to assist users in navigating intricate processes by providing step-by-step instructions tailored to specific tasks.

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Dialog Engagement

Top scenarios for using Dialog Engagement:

Important Announcements: Use dialog engagements to communicate critical updates or changes that users must be aware of, such as policy changes or major service updates.
New Feature Launch: Deploy dialogs to inform users about newly released features, highlighting their key benefits and encouraging users to explore them.
Any Outage: Implement dialogs to notify users of service outages or system maintenance, providing transparency and estimated recovery times to manage user expectations.

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Slider Engagement

Top scenario for using Slider engagement:

Feature Promotion: Use sliders to highlight new or lesser-known features, drawing user attention with a brief overview and a call to action, which can enhance feature adoption and retention.
Contextual Tips: Deploy sliders to provide helpful tips or shortcuts as users navigate through specific sections, improving their overall experience and encouraging continued engagement for better retention.

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Email Engagement

Top scenario for using Email engagement:

Feature Usage Insights: Deploy email surveys to collect feedback on feature usage, gaining insights into user preferences and challenges, which can drive feature adoption and improvement.
Customer Adoption and Retention: Utilize targeted email campaigns to educate users on new features, provide tips for best usage practices, and share success stories, thereby boosting product adoption and reinforcing long-term user retention.
Onboarding new customer: You can drop welcome email.

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Survey

Boolean

Purpose: Gather quick, clear feedback with simple Yes/No answers regarding user satisfaction or feature effectiveness.

Where to Use: After key interactions, such as using new features or completing significant tasks, to assess user experience and satisfaction.

Example Use Case: Ask users, "Did this feature meet your expectations?" immediately after task completion to capture instant feedback.

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Survey

NPS

Purpose: Measure overall user satisfaction and loyalty by asking how likely users are to recommend your product to others.

Where to Use: At the login time.

Example Use Case: After a user has interacted with the product for a set period, ask, "How likely are you to recommend us to a friend?" to gauge long-term satisfaction and identify areas for improvement.

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Survey

CES

Purpose: Measure how easy it is for users to accomplish a task or resolve an issue, helping to identify friction points in the user experience.

Where to Use: Immediately after users complete a specific task or interaction, such as feature use or support resolution, to gather real-time feedback on ease of use.

Example Use Case: After a user completes a workflow, ask, "How easy was it to complete your task?" on a scale to assess and improve user-friendliness.

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Survey

Multi Question

Purpose: Gather comprehensive insights on user preferences, experiences, and feedback, allowing for a deeper understanding of customer needs and expectations.

Where to Use: Deploy multi-question surveys periodically or after significant product updates to collect detailed feedback across various aspects of the user experience.

Example Use Case: After introducing a new feature, send a multi-question survey to ask users about their experience, preferred functionalities, and suggestions for improvement, enabling targeted enhancements based on user insights.

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Survey

Rating

Purpose: Evaluate user satisfaction with specific features or overall experience, helping to gauge perceptions and identify areas for improvement.

Where to Use: After key interactions or significant actions, such as using a new feature or completing a task, to collect immediate feedback on user sentiment.

Example Use Case: Following a user’s interaction with a feature, ask, "How would you rate your experience with this feature?"

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Industry standard best practices

Guides:

Clear Objectives: Set specific goals for each guide to effectively target user onboarding or feature adoption.
User-Centric Design: Design intuitive guides that align with the user journey and provide users with control to skip or close the guide if needed.
Concise and Relevant Content: Deliver essential information clearly, ideally within 3-5 steps to avoid overwhelming users.
Timing and Contextual Delivery: Trigger guides at the right moment based on user actions to enhance engagement.
Interactive Elements and Feedback: Incorporate interactive elements in the guides and gather user feedback to continuously refine and improve them.

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Industry standard best practices

Surveys:

Keep Surveys Short and Simple: Limit surveys to a few concise questions to encourage completions.
Define Clear Objectives: Clearly outline the survey's purpose to ensure focused and relevant questions.
Use a Mix of Question Types: Incorporate various question types to gather diverse insights.
Close the Feedback Loop: Inform users how their feedback has been utilized to build trust.
Optimize Timing: Send surveys at strategic moments to capture immediate and relevant feedback.

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Industry standard best practices

Emails:

Compelling Subject Lines: Craft engaging subject lines that capture attention and encourage users to open the email.
Mobile Optimization: Ensure emails are responsive and display correctly on mobile devices to enhance accessibility and user experience.
Clear CTA: Include a clear and prominent call-to-action (CTA) that guides users on the next steps you want them to take.

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Industry standard best practices

Dialog Box(Announcements):

Highlight Benefits: Clearly articulate the benefits of the announcement to engage users and encourage action.
Purposeful Messaging: Ensure that the message in the dialog box is direct and serves a clear purpose for the user.
Minimal Disruption: Design dialog boxes to minimize interruption to the user experience while still conveying essential information.

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Pitfalls to avoid

Overwhelming Users with Information: Avoid bombarding users with excessive information to prevent confusion and disengagement.
Lack of Targeting and Segmentation: Ensure content is tailored for specific user segments to enhance relevance and effectiveness.
Failure to Consider Timing: Deliver messages at appropriate moments to maximize user receptiveness and impact.
Neglecting Mobile Optimization: Optimize all content for mobile devices to provide a seamless experience across platforms.
Ignoring User Feedback: Regularly seek and act on user feedback to improve engagement strategies and overall satisfaction.
Complexity in User Interactions: Simplify interactions to prevent user frustration and abandonment during critical processes.
Inconsistent Messaging: Maintain consistency in messaging across platforms to reinforce brand identity and trust.
Disregarding User Privacy: Always prioritize user privacy and transparency in data collection and communication practices.

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Live Examples

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Example 1

Gathering data of multiselect options from an engagement and storing in a custom attribute.

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Example 2

Solution 1

Launching a series of 4 engagement and User should complete in a week.

Guide 1

Guide 2

Guide 3

Guide 4

Solution 2

Solution 3

Having 4 CTA in the Engagement.
Have total 20 different Steps.
CTA 1 will navigate to the steps from 1 to 6.
CTA 2 will navigate to the steps 7-10.
CTA 3 will navigate to the steps 11-15.
CTA 4 will navigate to the steps 16-20.

Create 4 different engagement.
Each engagement will be hosted on same URL but different query parameter.

Drawback: If a user skips a guide, subsequent engagements may be delayed, risking the failure to complete the entire series of engagements within the intended one-week timeframe.

Drawback : Unable to track which guides have been completed and which are left unfinished, leading to all guides being considered as a single engagement.

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Q&A

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THANK YOU.