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Gainsight Inc.

Introducing Gainsight In-app Guides

Overview

Gainsight designs and deploys in-app messages directly in the Gainsight CS user interface using Gainsight PX. These messages highlight new features, drive recommended behavior, and provide in-context support. Contextual, personalized guidance provides help when and where it’s needed, simplifies the user experience, and improves overall usability. In-app messages may be addressed to end users and/or Admins in Gainsight.

Gainsight displays multi-step walkthrough guides, new feature announcements, and explanatory tooltips in the app. Guides are deployed to address the following goals:

  • Introduce new or under-utilized existing features, and encourage adoption
  • Support new Gainsight users or customers 
  • Help reduce support questions/tickets
  • Improve product experience

Types of In-app Guides

You can see the following in-app guides in Gainsight. Guides may contain hyperlinks that navigate you to documentation for more detailed information.

  1. Slider: These appear in the middle of the page and are helpful to introduce new features. Sliders offer a carousel with multiple slides which may include text, images, or embedded videos.

slider example.png

  1. Tooltips: These are anchored to a target element within the application (field, menu, information/help icon). These are most commonly used for highlighting or explaining an element or feature. These tooltips may appear automatically from the UI element or by hovering / clicking on the UI element. Following image shows a tooltip on the Global Filter for Dashboards.

  1. Dialogs: These are typically centered on the page and are commonly used for announcements, such as outages or new feature releases. Users can click either the X or GOT IT to close the dialog. 

dialog example.png

  1. Walkthrough Guide: Includes multiple steps as a sequence of instructions. They’re often used for new user onboarding, or to walk users through a challenging task or workflow. It also offers the Next / Back buttons to move between the steps. Following images show a series of steps in a walk through guide for Programs.

Step 1:

Snip20180727_33.png

Step 2:

The steps continue till the walk through process ends.

5. Surveys: These are used to ask the NPS® question, or a rating or multiple choice question. 

sample px survey.png

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
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