Insider Cross Channel Customer Experience Platform

What do you like best about the product?

Web Suite and App Suite make it easy to personalize home, category, and PDP layouts with dynamic content and experiences that reflect each shopper’s behavior and product preferences.
Eureka powers intent-aware, typo-tolerant search that ranks sandals, clogs, and accessories based on affinities like size, style, and color, helping visitors find the right product in a few keystrokes.
Email Suite lets the CRM team build on these signals with dynamic emails and automated journeys, using behavioral and search data to send relevant product highlights, back-in-stock alerts, and tailored offers.
Architect connects everything in one canvas so web, app, email, and search events trigger next-best actions automatically, reducing manual work and improving consistency across touchpoints.

What do you dislike about the product?

Configuring advanced Architect flows and Eureka merchandising rules took some iteration, but once the initial frameworks and templates were in place, optimization became faster and more data-driven for the team.

What problems is the product solving and how is that benefiting you?

Insider helps Birkenstock guide shoppers from discovery to purchase more efficiently, especially when they are searching across many sizes, fits, and styles. Eureka reduces zero-result and irrelevant search experiences, while Web/App Suite and Architect orchestrate personalized journeys that react to browsing, search, and cart signals in real time. Email Suite then sustains engagement with lifecycle programs—welcome, cart recovery, price-drop, and replenishment—that turn one-time buyers into loyal program members who interact more and spend more over time.

What do you like best about the product?

The support and responses have been wonderful and it has been an easy transition for us.

What do you dislike about the product?

Nothing to dislike. The support has been great so far.

What problems is the product solving and how is that benefiting you?

We can now create personalised experiences for our email and SMS marketing channels. Additionally, we have gained a better understanding of our customers' journeys.

What do you like best about the product?

Their responsiveness in assisting clients is impressive.

What do you dislike about the product?

The only downside for me is that they are rather expensive. Still, I find them worth the investment. That said, as a business, keeping costs low is always a top priority.

What problems is the product solving and how is that benefiting you?

Insider enables us to personalize experiences for our customers in ways that would not have been possible otherwise. Features like sending bulk emails customized for each user and providing a recommendation bar have made a noticeable difference.

What do you like best about the product?

Insider’s Web Suite and Architect made it incredibly easy to launch time-sensitive holiday campaigns. The Wheel of Fortune gamification helped us collect more leads in just a few weeks, while personalized onsite recommendations improved product discovery. The Email, SMS, and MMS tools worked seamlessly to re-engage customers and recover abandoned carts. The Smart Recommender also boosted visibility for relevant gear, ensuring shoppers saw what they wanted most. The platform’s real-time analytics helped us track performance and optimize quickly throughout the busy season.

What do you dislike about the product?

The platform has so many options that it takes time to explore them all, but the Insider team provides helpful support and training to get things running smoothly.

What problems is the product solving and how is that benefiting you?

Insider helps us increase engagement with seasonal shoppers, recover lost revenue from cart abandonments, and personalize the customer journey across channels. We’ve seen major improvements in lead generation through gamified web experiences and higher repeat purchases through smart recommendations and timely messaging. Managing multi-channel communication is now simpler, with all tools connected from one intuitive dashboard.

What do you like best about the product?

Centralized management of email, SMS, app messaging, and web within a single intuitive dashboard.​
Architect makes designing and automating complex, cross-channel customer journeys fast and visual—drag and drop, easy to adapt on the fly.​ Email Suite’s editor is brilliant, enabling interactive, dynamic content and personalization—subject lines and content are smartly automated with AI.​ SMS campaigns are easy to launch alongside email, with robust targeting, analytics, and automation, helping drive re-engagement and conversions.​Support team is proactive, offering best practices and quick troubleshooting whenever needed.​

What do you dislike about the product?

There’s a learning curve to fully maximising Architect’s advanced journey builder, though the documentation and onboarding support help minimize obstacles; regular platform improvements address most feedback quickly

What problems is the product solving and how is that benefiting you?

Unifying campaign management and KPI reporting across email, SMS, mobile app, and web, saving hours each week.​
Delivering automated, hyper-personalized journeys to engage and re-engage users at scale, boosting clickthrough and conversion rates.​
Accelerating agile campaign launches—teams adapt journeys or trigger time-sensitive campaigns instantly for live events.​
Understanding what works via built-in analytics and A/B testing, enabling rapid optimization of all communications.​