Gainsight - Customer Communities
GainsightReviews from AWS customer
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Insided has been a great platform to help us build out a community around out products and services.
What do you like best about the product?
Ease of use is great and so is the ability to access APIs for integrations with other tools and systems we use.
What do you dislike about the product?
Built-in analytics aren't as strong as I would like. Can tie it into other platforms for better analysis however.
What problems is the product solving and how is that benefiting you?
It is solving the problem of building a good community around products and services we offer. It was easy to get it branded to our look and feel and gave us a pretty smooth transition.
Flexible and powerful community platform
What do you like best about the product?
It's a modern community platform with many administrative features along with integration capabilities such as SSO, Slack, and the ability to create custom integrations.
What do you dislike about the product?
It's a little tedious to set up and users would benefit from a more guided experience either through the Insided team or a self-guided portal--especially for the integrations.
What problems is the product solving and how is that benefiting you?
We're setting up a user community for our customers' users to post questions, find answers and share their experience and best practices when using our platform.
Good experience with InSided
What do you like best about the product?
The most important thing to me about a Community Platform is the ease of use for users/reviewers - that relates to ease of signing up, registering, the platform itself.
What do you dislike about the product?
In my experience, I have not really found a downside per se about the platform. Once you sign in, you are in the Community, new registrants have been increasing.
What problems is the product solving and how is that benefiting you?
As with all Community platforms, the goal is to increase customer engagement and generate more chatter about the product. As I stated above, Insided's ease of use is paramount.
A simple platform provider that makes success easy
What do you like best about the product?
I've never had to raise a ticket to address any bugs since using inSided. The platform design is super simple, so I can get on with my job, and not worry about shifting through lots of clunky backend data.
What do you dislike about the product?
Even though simple, it could be improved by offering more options; more integrations and even flexibility. But, as a growing community, we are yet to need more than what is currently on offer.
What problems is the product solving and how is that benefiting you?
They take ideation from their own customers seriously, and these will offer us solutions in the future too when we require them. Our Account Manager is very informative and transparent.
R&D
What do you like best about the product?
ease of use and quick implementation to the main product
What do you dislike about the product?
The SSO configuration is not that straight forward
What problems is the product solving and how is that benefiting you?
instead of developing my own website and tools, i am getting it all out of the box
Easy and effortless experience
What do you like best about the product?
Love the UX and UI, easy to transfer knowledge to customers in product communication and through knowledge base
What do you dislike about the product?
Sometimes loads slow but no other downsides so far
What problems is the product solving and how is that benefiting you?
Easier and effortless communication to customers and allowing them to engage with each other
Great product overall
What do you like best about the product?
- Easy to customize even without considerable tech knowledge
- Straightforward backend
- Great and helpful support
- Product is improving quickly
- Straightforward backend
- Great and helpful support
- Product is improving quickly
What do you dislike about the product?
- Lacking some very simple features which could make the UeX and UI so much better (but this is luckily improving, just a ted slowly)
What problems is the product solving and how is that benefiting you?
- Great tool to host a User Community without being overcomplicated
- In our industry, substance is over form, its great to have a clean looking interface where content gets the spotlight
- In our industry, substance is over form, its great to have a clean looking interface where content gets the spotlight
InSided's platform has a lot of potential, but lacks in easy customization
What do you like best about the product?
We've built a "one-stop-shop" resource for our customers, which InSided's platform has helped with. Getting the site published using the inherent modules and widgets in the system was straightforward. It provided a good starting point for creating the community we thought would support our customer base. The Control backend for admins is also reasonably easy to navigate for the basics, including approving users, adding and moderating content, and viewing analytics.
The team at InSided is also open to feedback, providing opportunities to meet with their product managers.
The team at InSided is also open to feedback, providing opportunities to meet with their product managers.
What do you dislike about the product?
The functionality of InSided's platform is limited. If you want to do anything beyond the few widgets and modules they offer in the out-of-the-box setup, HTML and CSS are required to get it to your specifications. I would like additional nesting options in the Knowledge Base to organize support articles, video tracking to host e-learning videos in the same platform as the Knowledge Base, more buttons, and more customizability around "phrases" used across the site.
One of the most frustrating pieces is user management. You have to add users to a spreadsheet, download it, then upload it to InSided to invite them to the community instead of adding users directly with their email address. It is also limiting that user invites cannot be resent as users often miss their first invite. After their first invite, we cannot send them an email invite and must direct them to register manually. I have heard that user management will be updated, so I'm hopeful this process will be modernized soon.
I also think InSided missed the mark by not having an advocacy portion of a community. Having a dedicated place for challenges with a points system tracked per act of advocacy would be ideal, but there is nothing for this in InSided. I have set up challenges, but it's all manual through posts that could be much better done.
One of the most frustrating pieces is user management. You have to add users to a spreadsheet, download it, then upload it to InSided to invite them to the community instead of adding users directly with their email address. It is also limiting that user invites cannot be resent as users often miss their first invite. After their first invite, we cannot send them an email invite and must direct them to register manually. I have heard that user management will be updated, so I'm hopeful this process will be modernized soon.
I also think InSided missed the mark by not having an advocacy portion of a community. Having a dedicated place for challenges with a points system tracked per act of advocacy would be ideal, but there is nothing for this in InSided. I have set up challenges, but it's all manual through posts that could be much better done.
What problems is the product solving and how is that benefiting you?
It's solving a lack of centralized resources, including a Knowledge Base of product support articles. These Knowledge Base articles help us to answer FAQs, which has in turn reduced support tickets.
Product and Community seamless connected
What do you like best about the product?
InSided is an excellent tool that helps us to connect our product with our community. Very easily people can engage with our product regarding our launches and the help the users can provide to the community. For us, InSided is not a tool only, but a partner for our business.
What do you dislike about the product?
InSided is an excellent tool however the user experience could be better for Admins to easily find the features and how to manage them.
What problems is the product solving and how is that benefiting you?
Since our product has some complexities, the InSided Online Community Platform helps us connect our users where they can talk, discuss, and ask for help about how to use our product better.
Insided partnership
What do you like best about the product?
It has everything needed to host a community platform. The standard analytics are great! We are migrating from another system and their partnership has been great with the migration. From an admin perspective, it's pretty easy to use and get started.
What do you dislike about the product?
It would be nice if they have a standard oob integration with Oracle since we use OSVC. They do have the APIs which are helpful.
What problems is the product solving and how is that benefiting you?
We are able to report on basic data such as user views/posts. In addition, we can create different user levels via configuration. Our platform was a freeware that was limited and no longer supported so simple basic features from Insided are big for us.
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