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Gainsight Inc.

Catch-up on Journey Orchestrator Enhancements

October 2020: 6.18 Release

N/A

September 2020: 6.17 Release

July 2020: 6.16 Release

June 2020: 6.15 Release

Journey Orchestrator is your center for automated communications. It leverages the power of automation to make your job easier as you communicate with customers at scale. Gainsight enables customer success teams to launch automated emails based on customer attributes such as health score, product usage, survey results and lifecycle stage. Through automation, you can scale customer touches and engage with a growing list of customers often and effectively.

Trigger Survey In-app Engagements Using Programs

Previously, only Dialog, Slider, and Guide engagements were supported for triggering a Gainsight PX in-app engagement from a Program. However, Gainsight now supports triggering PX Survey in-app engagements to help customers achieve a unified customer engagement strategy by leveraging the best of both the JO and PX applications.

With Gainsight PX and Gainsight Surveys 2.0 integration, all of your PX Survey Engagement responses are accessible from Gainsight CS in real-time. For more information on how to integrate Gainsight PX with Gainsight’s Surveys 2.0, refer to the Gainsight PX Integration with Survey 2.0 article. 

All the PX Survey engagements that are marked as Triggered by Journey Orchestrator are imported into Surveys 2.0 and then available in the Survey dropdown option while creating a Program. For more information on the tasks to be performed in Gainsight PX, refer to the Tasks Performed in Gainsight PX section.

The PX surveys can be used in the Survey Email as well as in the Reminder Step of a survey program, and distributed either through Email/PX in-app Engagement. If the PX Engagement option is used in the survey step, then the Reminder step can only be sent through the email channel. To send a reminder through PX Engagement, the survey step must be Email.

Note: PX Survey in-app engagements cannot be triggered in the Email Chain program model.

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Business Use Case:

  • CS admin wants to send an in-app NPS® survey and if not responded then wants to send an email reminder.
  • Support team wants to send an in-app CSAT survey after the support ticket is closed.

Prerequisites

The following are the prerequisites to use this feature:

  • Customers must have subscriptions for both the Gainsight Journey Orchestrator module in the CS application and also the Gainsight PX application.
  • Configure the PX Connector in the Gainsight CS application. For more information, refer to the Gainsight PX Connector article.

For more information on how PX Survey engagements are triggered by Programs, refer to the Trigger PX In-app Engagements from Journey Orchestrator article.

 

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