Insider Cross Channel Customer Experience Platform

What do you like best about the product?

A big part of my job is analyzing data, so the data-focused parts matter most to me. Overall it’s been solid for ease of use, setup, integrations/APIs, and performance and reliability. It also connects our customers on every channel we want, and the AI helps me gain better data insights.

What do you dislike about the product?

Testing and user roles often give me troubles. We also had some questions during the integration, so we weren’t fully independent there. On the AI side, it’s not always consistent, and when it makes a mistake it’s not that easy to catch and correct.

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

It helps me gain better data insights, and we can connect our customers on every channel we want.

What do you like best about the product?

I like that Insider has connected the experiences between channels very well, especially through the integration of paid media with Meta and Google Ads. I also appreciate that it's possible to create everything independently, without needing to contact the Insider team most of the time.

What do you dislike about the product?

It only changes when I notice an error or when I don't know how to perform an activity, then I need to contact the Insider team.

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

I was able to integrate paid media (Meta and Google Ads) and work quite independently to create things within the platform.

What do you like best about the product?

I like it for journey optimization, marketing automation, and customer segmentation. It mostly connects customer experiences across channels in one platform, and my team could build and optimize journeys fully independently without heavy technical support. The AI also helped me create journey and content.

What do you dislike about the product?

Third-party integrations, revenue analytics, and campaign analytics are very weak for me. The AI feels only average overall: accuracy, consistency, explainability, controls, and trust are all just mid-level.

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

I was able to create journeys and content, and deliver somewhat more relevant experiences at the individual level. We could work fully independently to build and optimize journeys, and it mostly helped connect experiences across channels.

What do you like best about the product?

I love how Email, SMS, and web push notifications work seamlessly together in one platform. We can set up triggered workflows where an unread email automatically follows up with an SMS or web push, which keeps engagement high without spamming users. Email and SMS marketing are essential to our workflow for precise, multi-channel customer engagement, and the AI has been genuinely helpful when I’m on a tight deadline. I can feed it raw bullet points and it quickly generates catchy subject lines and polished copy variants. After the initial integration, our marketing team could build, launch, and optimize journeys fully independently using the intuitive drag-and-drop interface.

What do you dislike about the product?

While the platform is powerful, the learning curve can be steep for new users. Because it offers so many advanced features, navigating the UI and finding specific settings can sometimes feel overwhelming, requiring extra onboarding time for new team members.

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

It saved me hours of drafting for an urgent email campaign, letting me focus on strategy and targeting and still launch successfully. The AI-driven product recommendation algorithm made experiences much more relevant by predicting individual user intent from browsing history and delivering personalized banners and cart-abandonment recommendations, which significantly boosted our click-through and conversion rates. The multi-channel funnel (email plus SMS) has been a reliable way to drive conversions and maximize ROI.

What do you like best about the product?

The depth of the customer data platform stands out most. We get a single view of each customer that combines basic profile data, loyalty attributes, and full behavior history (product views, cart activities, purchases) in one place. On top of that, the AI-backed journey builder lets us personalize messaging across email, SMS and ZNS automatically, including automatic channel fallback (switching from ZNS to email if a message fails to deliver within an hour) and branching journeys based on membership tiers.

What do you dislike about the product?

There is a learning curve to fully use the platform's more advanced features, particularly around building multi-branch journeys with conditional logic across channels. Some of the custom attribute fields could also be more intuitive to navigate for teams that are not deeply technical.

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

Before Insider One, we had a large volume of customer data (both known and unknown users) but no unified way to activate it across channels. Insider One consolidated that data into actionable profiles and let us run real-time, personalized journeys. The direct result has been strong, consistent performance from email: conversion rates running 1.4 to 2.2 times higher than our site average, with ROI holding around 3.5 times over a 6 months period.

What do you like best about the product?

I use it to send personalized content to users to achieve conversions across segments. Dynamic content, A/B testing, and mobile optimization have worked well for me. I was also able to build and optimize journeys fully independently without heavy technical support, and personalization felt somewhat more relevant at the individual level.

What do you dislike about the product?

I haven’t used multiple channels, so I can’t speak to how well it connects customer experiences across channels in one platform. CRM lead integration, campaign segmentation, and campaign management haven’t worked for my needs.

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

It helps me send personalized content to users to drive conversions across segments, and customers received somewhat more relevant experiences. I can work fully independently when building and optimizing journeys.

What do you like best about the product?

The new AI features are great and saved us a lot of time building campaigns. Email marketing and onsite personalization are the main reasons we went with Insider, and so far it’s going well. We can build and optimize journeys fully independently without heavy technical support, and customers can see custom discount codes now.

What do you dislike about the product?

I think the platform could be more user friendly - some areas are quite clunky and slow to react.

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

It’s saved us a lot of time building campaigns. We’ve been able to work fully independently, and customers are getting more relevant experiences (they can see custom discount codes now).

What do you like best about the product?

I love being able to test different variations to see what works best and then use that to personalize our approach more effectively. It connects customer experiences across channels very well (Email, WhatsApp, webpush, onsite, smartrecommender, architect), and my team can generally create journeys without any problem.

What do you dislike about the product?

Analytics can be frustrating. The default metrics for each aspect of channel performance are generally good, but when I want to look at specific data, it’s not very intuitive to figure out which screen to go to or how to set up the filters. I always have to ask my account manager for help.

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

Testing different variations helps us determine what works best, personalize more effectively, and get better results that contribute to profitability. Since we launched arquitect_ email, it’s been refined so much that we’re already 64% ahead of our 2025 sales target for this tool (even though this year isn’t over yet).

What do you like best about the product?

The fast and intuitive audience building allows us to push unified customer profiles across multiple channels which has improved the relevance and timing of our email campaigns.

What do you dislike about the product?

Overall the platform is very effective in building customer profiles and we have nothing to complain about so far.

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

It combines all customer data into one platform facilitating deep understanding of the customer which helps create targeted email automations.

What do you like best about the product?

Provides an intuitive way to interact in real time with customers. UI is easy to use for marketers, but provides advanced tools to achieve many of our CRM goals. The available integrations allow us to create a strong, data backed understanding of our customers, and that list of integrations continues to grow. The Insider team have been exceptional in helping us to deliver our goals through the onboarding process and beyond.

What do you dislike about the product?

Some UI elements are lagging behind in "quality of life" (QOL) improvements. For example, being able to drag and drop segments or journey elements. Performance can be limited for extremely large audience data sets (80M+).

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

Insider allows us to communicate with customers in real time as they interact with our platform/app. Architect journeys allow complex decision making at the point that we have a users attention. The ability to communicate with customers in a timely manner has contributed directly to our teams goals, driving more users to our app when we need it.