Gainsight - Customer Communities
GainsightReviews from AWS customer
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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.
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.
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