Insider Cross Channel Customer Experience Platform

What do you like best about the product?

Panel is genuinely easy to use , our team picked up Architect and Recommendation Suite fairly quickly, without needing constant technical hand-holding from IT, which has made day-to-day campaign management much faster
Insider's customer support and success team stayed engaged well beyond go-live, helping us design and refine journeys for Browse Abandonment, Cart Abandonment, Reactivation and Price Drop, and are quick to jump in whenever we run into an issue or want to test a new idea
Product keeps moving forward , new features and enhancements roll out regularly, and more than once they've addressed a gap we were about to raise ourselves
Custom Goals Tracking for journeys gives us real, journey-level visibility into what's driving results instead of generic, one-size-fits-all reporting
Recommendation blocks across email, offer emails and on-site placements , particularly on the mobile PDP and cart page , have noticeably improved product discovery and lifted the overall shopping experience on our website

What do you dislike about the product?

The feature set is broad enough that newer team members need a short ramp-up period before they can confidently build out more advanced journeys in Architect, rather than picking everything up on day one. We're also still fairly early in exploring chatbot and conversational capabilities on the platform, so we'd genuinely like to see that side mature and expand further, since we already rely heavily on WhatsApp and would welcome deeper conversational automation alongside it. To have a visibiity on the sells from the offline and the online separately on the overall analytics

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

Running our full customer lifecycle from one place instead of stitching together fragmented tools — Architect has let us automate Browse Abandonment, Cart Abandonment, Reactivation and Price Drop journeys that used to require far more manual coordination across email, web push and WhatsApp
Solving product discovery through Recommendation Suite, both in email/offer-email content and directly on the website — recommendation campaigns are now driving a CTR of around 11%, with particularly strong performance from mobile PDP and cart-page placements
Converting onsite engagement into real leads — a football-themed gamification campaign for lead collection brought in 10,645 leads in just 16 days
Driving high-attention seasonal engagement — our CAN 2026 journeys achieved a 29% average CTR and an 8% conversion rate
Surfacing the right products to the right visitors — a Smart Recommenders homepage campaign for returning users showcasing items under 500 MAD delivered a 9.49% CR uplift and roughly 5% CTR

What do you like best about the product?

The support and responsiveness of my CSM

What do you dislike about the product?

Certain technical restrictions, the analytics part that I would like to see developed

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

Simple problems are solved quite quickly, for the more complicated ones it takes time.

What do you like best about the product?

The range of tools/functions and the arrangement of the Onboarding and Support team.

What do you dislike about the product?

Unfortunately, when migrating from specific platforms to Insider One, we have lost some important functionalities or they exist in Insider in a way that is not as intuitive, user-friendly, or robust. On the other hand, integration via API has led to a myriad of tracking issues, with the catalog we have problems populating meta fields from Shopify, and finally, reindexing does not always work well.

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

The number of automated reindexes, increasing from 1 to 4 (ticket still in development and nothing delivered)

What do you like best about the product?

I like the automation flow, and I also appreciate the partner support.

What do you dislike about the product?

There are a number of templates that fit well with e-wallet apps.

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

How to Increase monthly active user, it solve with weekly resources

What do you like best about the product?

I really like that Insider One supports all the channels. For our ecommerce business built on Salla, it's essential to have a tool that integrates WhatsApp, email, and SMS to create unified customer journeys. Additionally, the customer support that Insider provides is actually really good, and they are responsive and helpful. The tool also provides very clear APIs and documentation, along with a very useful BigQuery integration capability, which helps us bring in custom-made segmentation or data points without much technical work. Also, the web customization and a/b testing capability that Insider One provides is really great, it is a feature that proved very valuable for us when doing CRO work.

What do you dislike about the product?

I think the biggest issue for Insider One is the integration. In the beginning, the onboarding team built the integration through Google Tag Manager, which was completely based on web and data layer events. However, there were some issues and gaps with data layer events from Salla, which caused important data points, like purchases, not to show up in Insider One or come in without the customer information. This gap in our customer base not landing correctly makes the tool kind of obsolete. The challenge with Insider One is handling the integration side and data integrity, and the responsibility is on the client to ensure that data is well integrated. The initial setup is not easy for a nontechnical person, and while their support is good and responsive, the technical work itself must be done by the user. Insider One does provide clear APIs and documentation, as well as a useful BigQuery integration, which helps reduce the technical workload, but these do not eliminate the integration issues entirely. Coming for an e-commerce platform Salla (think the shopify of middle east), I want to have a ready to use plug-in that integrates well out of the box, similar to what you would find in shopify's app store. Insider did not have a plug-in specifically for Salla, but during the sale process they did tell us that integration can be done and there are no concerns about integrity of using GTM for this, but this proved to be incorrect, so I would say that is the biggest hiccups for us specifically when it comes to Insider One.

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

I use Insider One as a CRM tool for marketing automation in our ecommerce business. It supports all channels, allowing us to create omnichannel customer journeys via WhatsApp, email, and SMS, all in one place.

What do you like best about the product?

It's a complete tool, and the support side is excellent. I think it's important to have someone from the tool's team connected to ours to help with the strategic side, bringing in market best practices.

What do you dislike about the product?

Reports area. I think is too simple and shold be integrated with claude

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

It helped me get a better view of the business and customer behavior.

What do you like best about the product?

ease of use of the tools

What do you dislike about the product?

technical support and progress of requests.

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

channels and communications in the CRM area

What do you like best about the product?

Easy-to-use tool, it is very intuitive

What do you dislike about the product?

I miss some features, I find the Architect a bit rigid, like not having the option to set different input groups or more options to use connectors linking different filters to the same campaign.

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

Insider guarantees, for example, a simple model for creating emails, and this greatly facilitates the team's work. We are also evolving in improvements such as new Recommender spaces and new strategies, and Insider has been working to meet our needs.

What do you like best about the product?

The usability of the platform is nice, but the differentiator of Insider is the team that serves us with excellence and high understanding, engagement. They know our business, act in a detailed and profound manner.

What do you dislike about the product?

The rigid reports and difficulty in extracting raw data

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

sales recovery, monetization of the base

What do you like best about the product?

The openness to feedback, the closeness with the team, and the partnership to solve problems and improve the platform

What do you dislike about the product?

Sometimes the solution presented does not meet our expectations and we need to realign; closer proximity to the technical team would be a differentiator. Another point is the segmented analytical views within the platform; each channel has its own non-standardized dashboard, which creates unnecessary operational work.

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

Segmentation, personalization, multichannel journeys. Today we have robust strategies covering directed and in-app channels that help us maintain the same rationale with the customer wherever they are browsing, our contribution to sales for the business evolves every month.