IMPORTANT: Enablement Engine is available as an add-on to your CS subscription. Please contact your Account Manager for pricing information.
In this article, you’ll learn how you can use Gainsight Enablement Engine to discover Gainsight CS user behavior and build in-product experiences that’ll make your team more productive and efficient.
Gainsight CS: Gainsight’s Customer Success (CS) application, which enables teams to orchestrate the customer journey across every function and create clients for life by delivering the business outcomes they desire at scale.
Gainsight PX: Gainsight’s Product Experience (PX) application, which combines deep SaaS product analytics with personalized in-app engagements to deliver exceptional user experiences. To learn more about PX, view this video.
Engagements: Gainsight Enablement Engine enables the use of guides, dialogs, sliders and surveys that can be deployed directly within Gainsight CS.
Gainsight Enablement Engine optimizes your Gainsight CS investment by enabling you to better understand Gainsight CS user behavior and build in-product experiences that’ll make your team more productive and efficient. You can supercharge your Customer Success efforts by engaging CSMs with the right content, at the right time, directly from within Gainsight CS.
With Enablement Engine you can:
Provide step-by-step guidance and coaching within the Gainsight CS platform to explain various features or processes, and instill expertise and proficiency across your team
Guide your team through complex business processes with in-app engagements to help them deliver customer success more consistently, increase productivity and ensure your best practices are followed.
Use in-app engagements and walk throughs to guide Gainsight CS users through key processes/workflows and drive adoption of your Customer Success program.
Save training time and costs by creating walkthrough guides directly in your Gainsight CS environment to help bring new CSMs up to speed on your processes. Announce new available features in Gainsight CS with a lightbox engagement (known as Dialog engagement in EE).
Collect your your team’s feedback on Gainsight CS features or team processes with in-app surveys.
Understand the path your CSMs take within Gainsight CS and which pages most often cause users to drop off, or bounce out of the application; use this insight to create in-app engagements on these pages to improve adoption.
Usage of Enablement Engine
The following diagram represents how Enablement Engine works:
In the above diagram, CyberOne Solutions is using Gainsight CS and Enablement Engine. Alex, who is the Gainsight CS admin at CyberOne Solutions can now leverage Gainsight Enablement Engine and to launch in-app engagements directly within Gainsight CS. Rick, Matt, and Steve (and other employees of CyberOne Solutions) can view these engagements while using Gainsight CS to learn about key processes, best practices or new capabilities. Alex can get real-time insights on how CyberOone Solutions employees are using Gainsight CS and use them to improve adoption..
The team at CyberOne Solutions purchased Gainsight Enablement Engine to:
Gain Critical Usage Insights
Provide Real-Time Guidance to End Users
Alex is the admin responsible for maintaining Gainsight CS at CyberOne Solutions and will be the primary user of Gainsight Enablement Engine. Because Gainsight Enablement Engine is tracking every login, click and form-fill, Alex can understand exactly how every team member is using Gainsight CS. He can compare user roles and see identify how those with just a viewers license compared to power users are engaging with the software. This also allows him to spot where teammates are getting stuck.
He uses this information to create a series of in-product guides to train the team on how to complete critical tasks correctly. This is also useful for Alex because this in-product guide will be available for all new users to Gainsight CS at CyberOne Solutions, saving him time by not having to deliver the same training himself every time someone joins the team.
Alex also learned that a couple of the Gainsight CS users on the team regularly forget to submit a form after completing a specific task. This results in some of their accounts falling through the cracks. With Gainsight Enablement Engine, he’s able to target those specific users with a contextual pop-up that appears for them after they’ve completed the prior step. When they click the ‘submit’ button, they’ll be presented with a pop-up telling them not to forget to complete the very next step.
With Gainsight Enablement Engine, Alex gets more time back in his day to focus on other critical priorities, the company is able to drive efficiency across the team while ensuring team-specific processes are followed.
Components of Enablement Engine
This section introduces various components of Enablement Engine. Enablement engine has eight main components.
1 - Dashboard Section: The Dashboard section displays various widgets, as configured by you. You can create multiple Dashboards to track multiple products. A Widget displays key data about your product in a graphical format. To learn more about how to setup Dashboards and configure widgets, refer to the Dashboards overview article.
2 - Audience Explorer: This section lists all of the users in your organization who are using the Gainsight CS application. You can check the User profile, recent activities, attributes and other details of users. To learn more about Audience Explorer, refer to the Audience Explorer article.
3 - Analytics: This section displays usage data from the Gainsight CS application and your end users. You can view the various pages of the Gainsight CS application, visited by your CSMs, create adoption reports, track the path traversed by your CSMs in the Gainsight CS application, and so on. To learn more about the Analytics section, refer to the Overview of Analytics article.
4 - Engagements: This section displays all of your engagements. You can also create, modify, or delete engagements from this section. To learn more about Engagements, refer to the Overview of Engagements article.
5 - Knowledge Center: This section allows you to configure the Knowledge Center bot. The bot configured here is displayed on all Gainsight CS pages. You can also integrate knowledge bases, such as Zendesk, Mindtouch, HelpDocs, and more with your bot. To learn more , refer to the Knowledge Center Bot article.
6 - Product Mapper: This section displays the product feature tree of the Gainsight CS application. You cannot modify or delete any features or modules from the tree. Enablement Engine customers have access to a copy of the CS product tree from Gainsight, and any time Gainsight makes updates to the tree, EE customers will automatically see them in their instance. To learn more about Product Mapper, refer to the Product Mapper overview article.
7 - Segments: This section allows you to create various segments, based on certain rules. The segments configured in this section can be used as Segment rules in the Audience section of an Engagement. To learn more about Segments, refer to the Segments article.
8 - Settings: This is an admin section which displays information about your product. In this section, you can add, edit, or delete users. You can also add integrations, which can be configured in the Knowledge Center bot. To learn more about this section, refer to the Configure Settings article.