Custom Properties and Super Properties
When the Gainsight PX tag is installed on a product, it starts picking up and sends the following product usage event types to PX:
- Page Loads
- Link Clicks
- Button Clicks
Custom Events are unique/useful when product/UX/CS teams are ready to take product usage data to the next level. Specifically, custom events are special in that they also can "carry" with them contextual information along with that event. Thus, instantly opening up a wide range of use cases specific to the product, business, process, goals, etc.
Example Use Case 1
A product has a feature that allows users to send emails out. And, a custom event call would be made when a user sends the email out. The custom event is not only state that the email was sent but it can include properties/payload such as number of targeted recipients, Is Test Send, and scheduled send day/time.
Gainsight PX would therefore collect these events with those properties tied to the event and they can be used in PX as "first-class citizen” events allowing PX to use them across PX full feature set. For example:
- In-App Dialog: Immediately triggers an engagement that says “Congratulations on your first email send. This looks like a test send, please refer to our other articles for more information..."
- Email: Schedule a PX email to go out that congratulates them on their first send.
- Provide deep analytics on how many email sends were to > 1000 recipients or how many were test sends, etc.
Example Use Case 2
A product has some search capability within it. A custom event call would be made when a user performs a search that will not only tell PX that a search event occurred but it can also include properties/payload such as the search term(s), number of results returned, page search performed against, and search filters, etc..
Just as before, PX would collect these events across their product’s usage allowing PX to do everything is was built to do. For example:
- In-app dialog/guide: If results = 0 then show dialog with tips on updating search criteria. If too many results, show dialog with tips, links to our knowledge base.
- Gainsight PX again would provide customer with deep analytics around not only how many searches were conducted but how many return with low results, high results to inform the product team on how they may want to better design the search algorithm or expose filters better.
Super properties (aka Global Context)
Super properties/Global Context gives product teams the ability to “set the stage” or "change the set" for subsequent incoming events collected by the PX tag (page views, link clicks, button clicks).
Example Use Case 1
A Project Management tool is using PX to track data (Page views, Link clicks, and Button clicks). Users of the PM tool can log in and specify which project they are working on (Project A, Project B, and Project Z).
When the user chooses Project A, a Super Property call would be made to PX to say “OK, all events tracked from here on out, please associate with Project A”. Then, if user later switches to Project Z in the Project Management tool, the super property call would be made to PX to tell PX “OK, now any event you track from here on out, please associate with Project Z”.
This functionality has powerful benefits:
- Allows our customers the ability to slice and dice (dimensionalize) any of the tracked events (i.e. pages, button clicks, link clicks) by the various Projects (A, B, Z) allowing for deeper analytics. How many times has someone used feature A when working on Project A vs. B, etc.
- Eliminates the need for product teams to have to keep sending the Project Name with every event.
- Allows for more targeted engagements (only show in-app engagement to those who viewed this page under Project Z).
Example Use Case 2
Let’s say we have a customer whose product targets multiple personas. For example, their product may allow both sales and marketing teams to use.
The customer may want to set the Super Property to be “Marketer” when a marketer logs in or “Sales” when sales logs in. Then, they can easily “slice/dice” or dimensionalize by the various Super Property values (How many marketers are using Feature A Vs How many Sales).
Similar to custom events, making this call requires a developer to add the code to the various location of their code base that will determine when a context switch needs to occur.