Gainsight - Customer Communities
GainsightReviews from AWS customer
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Community is easy with Insided
What do you like best about the product?
I like the layout and friendly feel of the Community Page. I like that we can have a number of main tiles where we promote important events or posts on the front page, as well as top posters in the community, etc.
What do you dislike about the product?
I can't find resources on how to do stuff in the actual product once I am signed in as an admin.
What problems is the product solving and how is that benefiting you?
Being able to promote newsletters, events, training at a wider scale is great.
Easy to use and easy to customize
What do you like best about the product?
I really like how easy it was to get up and running with Insided. Our internal teams can easily customize the experience to match our brand and we have the flexibility to add features and functionality that might not necessarily come out of the box. The CSM has also been responsive and has helped escalate our ideas on the product roadmap.
What do you dislike about the product?
The salesforce integration is a bit hit-and-miss for us at times, but overall it still works the way we need it to.
What problems is the product solving and how is that benefiting you?
It is providing us with a one-stop shop self-service customer experience for us. We used to have different platforms for training, knowledgebase, support, and product updates and now we have one central location and more with Insided.
A solid platform with some frustrating limitations
What do you like best about the product?
There are a lot of easy ways to customize the platform, ranging from changing phrases to custom CSS. The API and available integrations have been a game changer for automating moderation processes.
What do you dislike about the product?
The UI is sometimes frustrating and unintuitive. For example, every time I change the date range in analytics it takes me 2-3 attempts because it doesn't seem to stick! Some tasks take more clicks than necessary, for example not being able to mark a post as spam when you're in the post in the admin view.
What problems is the product solving and how is that benefiting you?
Providing customers with a public platform to ask questions and get answers builds an online repository of knowledge that other customers can use. This provides the opportunity for customers to self-serve thus deflecting support tickets and saving money.
Great platform for the Community and CSM's. Still a bit be desired from a Knowledge Base standpoint.
What do you like best about the product?
The way that the community is laid out is great for our needs. The questions and ideas can be commented on by employees and customers. It's a great way to disseminate knowledge via the community.
What do you dislike about the product?
From a support KB standpoint, there's a bit still to be desired in terms of permissions, organization, verification/moderation, and scheduled maintenance of articles.
What problems is the product solving and how is that benefiting you?
Where this really hits the spot for us is the in between area from product documentation and end users. Customers or employees are able to post and respond to product ideas, woes, or questions.
Core functionality is solid but needs more to be best in breed
What do you like best about the product?
It's relatively easy to configure and get Admins up and running with the software and the online community of users are smart and helpful, so it's great to be able to engage with them and leverage their experience.
What do you dislike about the product?
We're a software company with a large family of products and we find that some of the functionality we need to deliver an ideal client experience just aren't present in the product. When we log them as ideas, even though they receive numerous upvotes from other clients that they, too, would like to see the enhancements we request, we just don't see progress. We've had one "deal breaker" enhancement request in the queue for a year now -- Insided says the enhancement is needed, numerous clients on the Insided Community have weighed in to say it's vital for them, too...time and again we've been told it's in "the next sprint" only to have nothing materialize. We've even met with members of the Product team to explain the critical need for the functionality we've requested -- again, they agreed with the need, but a year later, no progress is made. It's very disappointing.
What problems is the product solving and how is that benefiting you?
Our clients love having a place where they can peer-share their knowledge and use cases and share best practices. Insided is easy for them to use and eliminates barriers to them engaging by being very straightforward and easy to understand as a user.
Extremely configurable message board
What do you like best about the product?
inSided is extremely configurable and it lets you customized your message board as much as you'd like to look just perfect. There is a lot of granularity and it also has multiple integrations with other software you might use.
What do you dislike about the product?
We use it also as a support system, and unfortunately, there is no way for us to set up SLAs based on response times. We managed to get around that by integrating with Zendesk, but I would love to have it natively.
What problems is the product solving and how is that benefiting you?
We use inSided for our community forum. It helps with technical support questions that can be answered either by our users or staff. Also, we can pin guides describing the most common problems and solutions.
Creates and Establishes a Great Foundation
What do you like best about the product?
The ease of creating the building blocks of your community is really well articulated and easy to create on Insided. From creating a point system for gamification to a structure and resources for the users to use it encompasses the foundation of building community.
What do you dislike about the product?
While the widgets provide a really great stepping stone, there isn't a ton of customization you can do with the widgets themselves to differentiate yourself from other insided experiences
What problems is the product solving and how is that benefiting you?
A platform for customers to share product ideas and conversate outside of social media. It creates a space where we can help support while also educating our users and help them find other connections.
Easy to implement & user friendly community engagement platform
What do you like best about the product?
The implementation process and assistance were a great help so there was minimal involvement needed from our technical team. The administration of the platform is able to be done by our community manager. We've had some great momentum in community since we launched it. It seems that our users find it easy to get started and engage with one another.
What do you dislike about the product?
We got SSO setup using our application login but some of the documentation wasn't as helpful as it could have been and our implementation specialist wasn't as knowledgeable as would have been helpful.
What problems is the product solving and how is that benefiting you?
Our customers were often going to outside platforms like Facebook to engage with one another. With Insided, we're able to provide a native way for our customers to engage with one another and help one another. Our eventual goal is to reduce 1:1 support by providing peer-to-peer support through the community.
Excellent platform for client communication and ideation
What do you like best about the product?
The InSided community has helped me as a product manager to easily engage in conversations with clients. The Ideation feature helps me to understand what's considered to be the highest priority by our clients through the voting system. The platform is hugely customizable through labels and tags, which allows us to set it up in a way that truly matches the product. I've found the DM feature to be a great asset when I want to reach out to specific clients outside of my email. It seems as if there are a lot of tools available in the platform to further expand on in the future, but even just starting out with the product, it already adds a great value. This makes the onboarding and time to value very quick, and I believe we will continue to learn more about the platform's functionalities as we progress through it.
What do you dislike about the product?
The backend of the platform seems overly complicated, compared to the front. I prefer a platform that doesn't require me to really dive in but that behaves like a message board. Thankfully I can use the frontend to answer in threads and go about my business, so that side is more user friendly. Whilst it's great that the platform has so many functionalities, I do feel that it really requires a few dedicated team members to get it up and running and to identify which features are most useful - this could be an obstacle for a smaller organization.
What problems is the product solving and how is that benefiting you?
Previously it was difficult for us to get qualitative feedback on new features in the platform. We didn't have a tool to use for communication purposes in BETA testing and the community has given us that. An added benefit has been that the community makes the BETA trials more collaborative for our clients - instead of sharing 1-1 feedback, they do this as a group and inspire each other to share more in-depth observations.
Very easy to use online community tool.
What do you like best about the product?
The platform is very easy to use and navigate around. And once you've got the hang of it it's very easy to create new posts that look really good in a matter of minutes.
What do you dislike about the product?
The only slight negative for me was that it took a little time getting my head around some of the terminologies. For example instead of 'edit' it uses the term 'control' but this is a minor thing and once you've figured that out it's easy to use.
What problems is the product solving and how is that benefiting you?
It is helping us bring together our customers into one place in a community where they can share advice, questions etc about our Employee Voice platform Hive HR.
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