Insider Cross Channel Customer Experience Platform

What do you like best about the product?

The seamless integration and the way it centralizes critical data streams is impressive. It significantly reduces the noise, allowing for a much sharper focus on strategic execution and high-level decision making.

What do you dislike about the product?

The learning curve for the advanced analytics modules can be a bit steep initially. It requires a solid time investment to truly master the platform's full potential and architectural depth

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

"It bridges the gap between raw data and actionable insights. By streamlining our workflow, it eliminates manual cross-referencing, which saves hours of overhead and keeps our projects moving at peak velocity."

What do you like best about the product?

I think the usability is simple, easy, and very intuitive.

What do you dislike about the product?

Return to resolve some issues of the platform and the delay in having innovation.

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

There have been improvements in Drag and Drop, and now I can see how the AMP carousel looks. There is also AI to help in the creation of Journeys, but for us, this is still in the testing phase.

What do you like best about the product?

Good support and always with market updates.

What do you dislike about the product?

requests are all to be made via email only, with difficult access to the team.

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

Analysis of generated revenues, implementation of new channels.

I use Insider for retargeting. One of Astra International's subsidiaries, which is the company I work for as the biggest automotive company in Indonesia, uses Insider. This subsidiary works in the used car segment and uses Insider for retargeting purposes. When a customer makes a booking but does not come to the offline dealer, we send a reminder or retargeting message to encourage them to visit our office. We also send reminders on day one and one day prior to the scheduled date to remind customers to come to our offline dealer. This is the main use case with Insider.

I believe that retargeting is the best feature that Insider offers. The ease of use and the results are why the retargeting feature stands out for me. Insider reads the results near real-time and provides AI segmentation. We only need to prompt, and then Insider will work to determine which segment is best for each campaign.

Insider has helped me to reduce cancellation bookings by about 15% year-over-year. This is tracked through Insider; however, we also add additional attribution using AppsFlyer.

We see significantly fewer employees needed for outbound calls because with Insider, we perform a reconfirmation of booking schedules automatically. This allows us to reduce the need for customer service outbound agents, and Insider has also helped us reduce cancellations.

I think that Insider can be improved on the UI side because for someone with experience, Insider would be a very great tool. However, for beginners, I think Insider needs to improve their UI and UX, especially for those starting out.

I have been using Insider for about one year.

Insider is stable.

They are performing well with Insider's scalability because they have the open API and CDP as well.

The customer support is good. We have local support so we can discuss more on the local context for marketing strategies.

In a previous subsidiary that I handled, we used a CRM tool called Bloomreach Exponea. I switched from Bloomreach Exponea to Insider because Bloomreach Exponea did not have local support.

I have a positive impression because they offered free pricing on the setup cost. We only pay the yearly licensing cost, and they waived the setup cost for us.

I did not purchase Insider through the AWS marketplace.

Insider has helped me to reduce cancellation bookings by about 15% year-over-year.

I have a positive impression because they offered free pricing on the setup cost. We only pay the yearly licensing cost, and they waived the setup cost for us.

I considered CleverTap before choosing Insider.

I think that if your CRM or marketing technology PIC has experience, you can consider Insider. However, if you are only starting your CRM system, I think you can look for other tools. I gave this review a rating of 7.

Public Cloud

Amazon Web Services (AWS)

What do you like best about the product?

The standout feature for me is the built-in AI and intelligence tools. The performance is consistently fast, and the predictive insights help us make data-driven decisions much quicker than before. It has offered an incredible ROI for our organization.

What do you dislike about the product?

The AI-driven suggestions are a great concept, but they sometimes lack local context and require manual tweaking before we can use them. Refining the algorithm to better adapt to specific industry niches would be a huge plus.

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

Before using Insider One, we struggled with fragmented data scattered across multiple disconnected tools, which made reporting a massive headache. Now, we can centralize all of our key performance metrics into a single dashboard, which has saved our team roughly 5 to 10 hours of manual work every single week.

What do you like best about the product?

What I like best about Insider is how user-friendly and practical the platform is, while still offering strong capabilities for personalization, segmentation, automation, and omnichannel engagement. It allows teams to build customer journeys and campaigns more efficiently without making the process overly complicated. I also appreciate that Insider continues to evolve according to different industries, verticals, and customer engagement needs. The platform does not feel static; it keeps introducing new features and use cases that help brands stay relevant, improve retention, and deliver better customer experiences.

What do you dislike about the product?

There is very little to dislike about Insider, but one area for improvement would be making advanced features and reporting even easier to understand for non-technical users. While the platform is user-friendly, some of the more complex use cases, especially those involving integrations, advanced segmentation, and journey optimization, require proper onboarding and support. More simplified dashboards, clearer documentation, and localized industry playbooks would make it even easier for teams to maximize the platform’s full potential.

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

Insider is solving the problem of fragmented customer engagement. It helps bring segmentation, personalization, automation, and omnichannel communication into one platform, allowing us to engage customers more effectively across different touchpoints such as email, WhatsApp, push notifications, in-app, and web.

The biggest benefit is that it allows us to create more meaningful and timely customer journeys instead of relying only on manual or mass campaigns. For example, we can build journeys around membership renewals, customer churn, birthday rewards, points reminders, product recommendations, and reactivation. This helps improve customer experience, increase retention, reduce manual workload, and support stronger loyalty and business performance.

From a silo environment to an integrated advancement

What do you like best about the product?

Strong capabilities in creating personalized user journeys across Mobile App, Email, and WhatsApp from a single platform
Architect enables us to quickly launch gamified campaigns, which has been especially valuable during high-demand periods like the World Cup
Easy-to-trigger communication based on real-time user behavior, helping us stay relevant and timely
Omnichannel engagement helps us maintain a consistent experience across different touchpoints
Flexibility in building campaigns that support both engagement and conversion goals
We particularly value how Insider allows us to combine engagement and conversion strategies seamlessly. The ability to activate users through gamification and targeted messaging has significantly enhanced our campaign effectiveness.

What do you dislike about the product?

We have experienced some limitations with the InApp from Push functionality on our mobile app, which has impacted certain campaign flows, although the team is actively working toward resolving this.

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

Improving app engagement in highly competitive markets like KSA and UAE
Driving higher conversion rates through behavior-based messaging and triggered communications
Strengthening retention via a more effective and personalized loyalty program
Re-engaging users during key business moments using gamified campaigns with quick turnaround times
Reducing dependency on aggregators by enhancing direct app performance
Insider has helped us better balance our traffic split between aggregators and our app by making the app experience more engaging and conversion-focused. Through targeted campaigns and loyalty-driven strategies, we’ve been able to bring users back to the platform more effectively while increasing overall revenue contribution from owned channels.

What do you like best about the product?

I find the tool very intuitive and with a modern layout. Any doubt we have can be easily found in the Academy and, if not found, it offers very efficient support. Currently, I use more of the web templates, emails, push, SMS, and architect, and these meet our communication needs very well.

What do you dislike about the product?

I believe that the Architect's journeys are still our biggest challenge. The greatest difficulty lies in the correct creation of the events and at the moment of launching the journey.

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

Insider One helps us a lot on days when the site traffic is weaker. Just send communications to the customers and we notice an improvement in conversion.

What do you like best about the product?

What I like best about Insider One is the speed of communication and responsiveness on Slack — any issues are addressed quickly and efficiently. On top of that, the tool itself is very easy to use, with a user-friendly interface that makes navigating and setting up campaigns straightforward even without deep technical knowledge.

What do you dislike about the product?

Additionally, some of the resources in the Insider Academy feel outdated and don't always reflect the current features of the platform.

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

Insider One helps us streamline multi-channel communication with customers, allowing us to reach them across email, SMS, and push notifications from a single platform. This saves significant time, ensures consistent messaging, and allows us to engage customers at the right moment in their journey.

What do you like best about the product?

The journey builder in Insider One enables our team to quickly create and optimize automated workflows without requiring significant technical resources. We can easily manage onboarding journeys, engagement campaigns, reminder communications, and reactivation flows while personalizing content based on user behavior and preferences.
The omnichannel capabilities allow us to coordinate messages across mobile push notifications, in-app messages, email, and other channels from a single platform. This helps us maintain consistent communication while reaching users through their preferred channels. The platform also provides valuable insights into user engagement, allowing us to continuously optimize campaigns and improve overall communication performance.

What do you dislike about the product?

As user journeys become more sophisticated, maintaining consistency across multiple channels and campaigns requires careful planning and coordination between different teams. New team members may need time to fully understand customer segmentation, journey orchestration, and campaign optimization capabilities to utilize the platform effectively.
Since user engagement strategies and business priorities evolve over time, journeys and campaign content require ongoing monitoring, updates, and optimization.

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

Insider One helps us solve the challenge of delivering timely and personalized communication to users across multiple channels. Before using the platform, managing engagement campaigns and user journeys required more manual effort and coordination. With Insider, we can automate onboarding, appointment reminders, engagement campaigns, and retention workflows while tailoring messages based on user behavior. This has helped us improve user engagement, streamline campaign management, and create a more consistent experience across mobile and digital channels.