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What is Engagement?
Engagements can be thought of as orchestrations that are executed against a specific audience of users at a defined time. Some examples include:
- Send a Welcome Email to new customers
- Present a "how to" carousel/slider about a new release
- Provide users with a walk-thru or guide around a set of features
- Engage users who have not used a specific feature
- Send email to all Admin or Power Users users
- Show a custom message to specific users whose Account's renewal data is less than 30 days away
- Send an NPS® Survey to those users who signed up more than 30 days ago and visited at least four times
- Send a Customer Effort Score (CES) to users that completed a key feature
There are three main items to consider when building an engagement:
The target audience refers to which users you'd like the engagement to display for. Audiences can be defined based on either or both the user/account's demographics, feature usage, platform, custom events and/or combined in-app behaviors. Learn more about audience selection.
This is a single window that pops up in your application and has no navigation.
This is a carousel style set of windows that allows the user to navigate across a set of dialogs.
Guides can be configured as a single step tooltip, a single step dialog or you can string them along to make a sequence of tooltips and dialogs. You can even include a hotspot beacon for a less invasive guide launch.
Net Promoter Score® (NPS®) Survey
This is an in-app survey that allows your users to give you a score of 1-10 to determine if they are a detractor, promoter or passive. The survey also allows an opportunity to provide open ended comments. Learn more on how to build an NPS® survey.
Customer Effort Scope (CES) Survey
This is an in-app survey that allows your users to give specific features a score of 1-7. The survey also allows an opportunity to provide open ended comments. Learn more on how to build a CES survey.
This survey allows users to rate your product. Five stars are provided to the user and based on their experience with your product they can rate it. A five-star rating implies that the user had a very good experience and a 1-star rating implies that the user had a very bad experience with your product.
A Boolean survey is a direct question that asks the user to provide either a Yes or No answer to the survey. A Yes implies that users were happy with your product and a No implies that users were unhappy with your product.
A Multi-Question survey allows you to create a survey either with a Multi-Choice question or Open text questions. A Multi-Choice question allows users to select one or more options. an Open text question prompts users to enter a subjective answer. You can also use a Dialog in a Multi-Choice question survey.
You can use the email engagement module to bring inactive users back to your product using usage driven email engagement.
Gainsight PX recommends giving height and width parameters in your email engagement to avoid resolution problems and provide a better experience. For example, width="520" height="auto".
Schedule is defined by the duration (start & end date) and scope (session vs. user) of the engagement. Learn more about scheduling.
Create New Engagement
Start by clicking on the Engagement icon in the left navigation menu, where you will be presented with the following screen showing you all engagements in your subscription and their status.
From this screen you can quickly see some interesting information for each of the engagements, including:
- Total engagement views
- The state of an engagement
- The type of engagement
- ...and more
To create a new engagement, click on the "Create" button in the upper right corner. You will now be presented with an Engagement Creation dialog where we in this article we will create a simple dialog.
Begin by giving your engagement a name. Then, select the Engagement Type you'd like to use and use the dropdown to select the product you'd like to work with. Next, enter an optional description and click on the "Create" button. You will now be placed into the Engagement editor.
On the left, you will notice the SmartWizard, which performs the function of walking you through the necessary steps and provides validation within each step to ensure your engagement will be error free. Begin by selecting your target audience you wish to target.
Tip - Your audience is a collection of options that can be assembled in an AND or OR state.
Work with Content
Next you can move on and select a template and begin using the Editor.
In the editor you can customize the creative and copy using the WYSIWYG editor or you can enter in the HTML/CSS directly.
Once your content is ready, move to the next step by clicking on the "Schedule Step" to create the schedule for the engagement for when it should be active.
The scheduler is very flexible, allowing you to select Time Zone, when to start the engagement, when to end it and if you want to repeat it.
Note - Triggers are evaluated in real-time when your users perform an action, so if you have a trigger set that displays a carousel / slider when a user logs in for the first time, it will happen at event time, assuming the Engagement is scheduled.
Click Save and then navigate to the "Launch Step" and click on the "Launch" button in the upper right corner. Learn more about scheduling.
Pause and Edit an Engagement
To pause and edit an Engagement, click on the Engagement icon in the left navigation menu. From the Engagement List View, locate the Engagement you'd like to pause and pull down the State dropdown and select "Pause". This will pause your engagement and then you can Edit it by selecting the Edit icon from the actions.
Stop and Delete an Engagement
To stop and delete an Engagement, click on the Engagement icon in the left navigation menu. From the Engagement List View, locate the Engagement you'd like to delete and pull down the State dropdown and select "Pause". This will pause your engagement and then you can and click on the Delete icon. After confirming your delete, your engagement will be deleted.
To learn about all frequently asked questions, refer to In-App Engagements FAQs article.
|NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.|