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Insider Cross Channel Customer Experience Platform
Customer Data Platform, Personalisation Engine, Omni Channel Journey Builder
Reviews (1419)
Apparel & Fashion
Best-in-Class Product Recommendations with Flexible Algorithms
Reviewed on Oct 20, 2026
Review provided by G2
What do you like best about the product?
Their product recommendations are best in class. They offer a strong selection of different algorithms to choose from, along with flexibility in both implementation and configuration. We use their recommendations across our entire website.
What do you dislike about the product?
Some tools require us to build separate campaigns for each device type.
What problems is the product solving and how is that benefiting you?
Their tool enables us to effectively manage the customer experience by testing new ideas, promoting relevant products across the site, and building advanced segments for precise targeting.
Financial Services
Simplifying campaigns with AI & automation
Reviewed on Oct 19, 2026
Review provided by G2
What do you like best about the product?
As a new Insider user, I find the AI Agent really helpful, especially since I can now use prompts to create gamified pop-ups.
What do you dislike about the product?
Sometimes the platform can be a bit unstable, especially when creating gamification prompts that unexpectedly don't get saved. Some features could also be more intuitive to make daily campaign operations smoother and more efficient.
What problems is the product solving and how is that benefiting you?
Helps us understand segment audiences. It makes it easier to create personalized campaigns and gamification, improve user engagement and retention, and reduce manual work with AI.
reviewer2908521
Web push journeys have boosted sessions and transactions but still need deeper insights and integrations
Reviewed on Oct 08, 2026
Review provided by PeerSpot
What is our primary use case?
My main use case for Insider was to use the trigger of price drop of OLX item prices using web push. We did not have the web push channel before Insider; we only used channels such as app push, email, and SMS. With Insider, we started using web push, and the trigger for price drop was a really good case for the platform.
This was a really simple use case with Insider because the platform also shows you the option of the price drop trigger, making it simple for us to use.
How has it helped my organization?
The greatest impact Insider had on my organization was introducing web push because we did not have this channel before using another platform. By using web push, we could increase our sessions and transactions made by CRM by around 10%. Web push was really useful to us and had a real uplift for our team.
We mostly measured impact in sessions and transactions of users using our website at my last company by using Google Analytics.
What is most valuable?
The best features Insider offers are the channels that we can use to communicate with clients. The best feature, I think, is Insider Architect, though I did not use it too much.
Insider Architect is similar to the Journey Builder of Salesforce Marketing Cloud. You can use it to design flows and user journeys where you can include many communication channels and drive the user journey, specifying what the user can receive at each moment and what channel is best for the user at each moment. I liked it because I have seen similar features in other platforms, but I appreciated Insider's design because it is a little easier to use than in other platforms. I think it is really well designed and simple to use.
Insider is simple to use, making it easy to learn and navigate the platform, so the learning curve is fast. This is not something to worry about for the company.
It is quick to launch a new campaign or workflow in Insider.
Insider supports personalization and segmentation for my campaigns, and it is flexible enough for my needs, especially when using Insider Architect.
What needs improvement?
Insider can be improved. It has a great design compared to some platforms such as Salesforce Marketing Cloud, but when comparing it to newer platforms starting in Brazil, such as Braze and MoEngage, it can develop improvements in design and features.
Insider can improve the alerts for campaign increases or decreases and provide more options in Insider Architect to include new channels or integrations with Google Ads and Meta Ads.
I did not enjoy using Insider AI to generate copies, push copies, and messages. I prefer other AIs, such as Claude or Gemini. I think it is not very accurate; the copies were not distant from what I wanted, but they were not as good as other AIs.
Insider could integrate more with platforms such as Singular, Salesforce, Meta, and Google. I really think this is something Insider could improve, as the integrations were not very strong.
The integrations are easy to use, but I think they are not very insightful. We had to report many things to Insider salespeople to help us because we could not find some insights on the platform.
For how long have I used the solution?
I used Insider for around two or three years at my last company.
What do I think about the stability of the solution?
I never experienced any performance issues with Insider, and we had a really large volume, so this was not a problem.
Insider is stable.
What do I think about the scalability of the solution?
Insider is really scalable. As I mentioned, we did not have any issues with volumes, and it was simple to integrate with our data to create the tags on the app and website to receive the events and attribute custom attributes. This was similar to other solutions.
How are customer service and support?
The customer support is good.
I would rate the customer support of Insider an eight.
Which solution did I use previously and why did I switch?
I used another solution previously, which was Salesforce Marketing Cloud, and we did not stop using Marketing Cloud after Insider. We simply stopped using Insider and started using Braze with Marketing Cloud.
How was the initial setup?
It was really easy for Insider to help me set up and manage those price drop triggers for web push. It was a trigger set by Insider, so it appeared prominently on the platform. We did not have to set anything in the platform; we only had to put the tags on our website to call Insider when any item had a price decrease. For example, when a seller had an item priced at $50 and it decreased by more than 3%.
What was our ROI?
We had a return on investment, but I cannot tell you how much or the time we saved. However, the return on investment was less than in other platforms.
What's my experience with pricing, setup cost, and licensing?
The price is not very cheap for Insider, especially when compared to other platforms in the same category, such as those with a closed design and a brand that is not very famous in the market. I think it is a bit expensive.
Which other solutions did I evaluate?
I evaluated other options before choosing Insider, including CleverTap and Braze.
What other advice do I have?
I would rate Insider a seven out of ten.
I chose seven out of ten because Insider is a simple platform to use and it is useful. However, I think there are better platforms and better new platforms that users can choose from.
Regarding Insider's AI capabilities, I used AI on Insider to make copies for pushes and communications. I did not use the AI for tasks that could be a problem for governance and security.
I think they handle it in the way they should, so I believe they do it in a good way.
I advise others looking into using Insider to talk with Insider beforehand to prepare them and explain how they could use the platform and really bring use cases that the company can set to improve conversion and the transactions the company needs.
My overall rating for this review is seven out of ten.
Victor Adolfo G.
Strong segmentation and triggers, with some cross-channel tuning and setup effort
Reviewed on Oct 06, 2026
Review provided by G2
What do you like best about the product?
I love the Audience Segmentation, Multi-Channel Marketing, and Event-Triggered Actions because they make sure messaging reaches the right user profile, stays consistent across preferred endpoints, and responds at the exact moments of user intent. Together they turn raw customer data into automated, high-converting workflows with minimal manual intervention. Mail and web push notifications integrated seamlessly, and the Sirius AI engine optimizing send times based on historic engagement patterns helped improve open rates across different user time zones without manual audience scheduling. Automated product recommendation banners also adjusted based on recent web browsing behavior and increased click-through rates.
What do you dislike about the product?
Coordinating cross-channel timing with SMS took additional initial tuning to avoid messaging overlap. Initial segment rules also needed manual adjustments to filter out already purchased items. And while the team could work mostly independently, the initial setup still required developer help for custom API integrations, webhook payload formatting, and mapping legacy database fields to the CDP schema.
What problems is the product solving and how is that benefiting you?
It helped us keep reliable triggers for user re-engagement across mail and web push. The AI-driven send-time optimization improved open rates across different user time zones without manual scheduling, and the dynamic recommendation banners increased click-through rates.
Kevin V.
Strong for data analysis and cross-channel connections, but testing and roles are tricky
Reviewed on Sep 25, 2026
Review provided by G2
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.
Andre V.
Integration with Meta and Google Ads and independent journey creation
Reviewed on Sep 23, 2026
Review provided by G2
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.
Financial Services
Strong for journeys, automation, and segmentation, but weak analytics and integrations
Reviewed on Sep 22, 2026
Review provided by G2
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.
Health, Wellness and Fitness
Seamless email, SMS, and web push journeys with helpful AI support
Reviewed on Sep 22, 2026
Review provided by G2
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.
Phuong D.
Consistent 3.5x ROI and 2.2x conversion rates from truly personalized, omnichannel customer journeys
Reviewed on Sep 22, 2026
Review provided by G2
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.
Suyodhan Reddy K.
Personalized content and A/B testing, but I haven’t used multiple channels
Reviewed on Sep 21, 2026
Review provided by G2
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.