Gainsight - Customer Communities
GainsightReviews from AWS customer
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Very good and easy Community Platform
What do you like best about the product?
Sections (Community, Knowledge base, ideation, groups, product updates) are very easy to install and maintain. Gamification is also easy to set up and the ability to customize everything is really appreciated. We received really good service during implementation and were directed to really good resources about best practices and how to make a success out of it.
What do you dislike about the product?
In every tool, there's room for improvement, I believe here the text editor can be better and a more advanced search would help as well.
What problems is the product solving and how is that benefiting you?
We needed a platform that could host our product documentation and gather our users together to create a strong Community with good features to develop it (gamification, groups...) Insided proved to match all our needs.
Admin
What do you like best about the product?
Best practice and out of the box solutions in the community, Insided hace many integrations and we can work with it and with external app, very easy to configure
What do you dislike about the product?
missing some reporting capabilities, API/integration - when you want to get it to the next level - more complex. UI - great UI/UX with your brand but can't change everything
What problems is the product solving and how is that benefiting you?
Connect our customers together, find more content on our products, leader voards, social between Yotpo employees and our customes (even a few users per customer)
Great flexibility to be a central site, community, and knowledge base all-in-one.
What do you like best about the product?
The ability to create content and give that ability to others in the team, without having to rely on engineering or a web designer. Additionally, the ability to link events and creat groups to have working LMS systems for clients who don't have the bandwidth to create their own.
What do you dislike about the product?
The learning curve can still be a little higher for those teams that want to add integrations or other more complex features. Though I do not dislike the feature itself to add integrations, it is more a nice to have, a way to make it even easier.
What problems is the product solving and how is that benefiting you?
It adds another avenue for customer support and access to an expansive knowledge base for our products that were previously not easily accessible to them before.
A great Customer Community Platform
What do you like best about the product?
I really like the fact that it is easy to create different subjects (community/content/ideation/academy etc) in a very easy, informative, and clear matter. It's customizable to our brand which really creates that customer community that we strive for. I also particularly like our CSM who is always very helpful and can think outside the box when it's needed. This definitely makes our experience much nicer when someone is proactive and really thinks about how we can optimize the platform in a better way.
What do you dislike about the product?
I find the reporting options a bit limited. There are some (in my opinion) basic data points I would like to get better reporting on, but it's not possible to extract these reports from the platform. Most of the time there are some workarounds, but I feel it would make my life easier if there would be a more sophisticated reporting dashboard. Especially as upper management would like to see these as well and it currently requires quite a lot of manual work to do this.
I also think the back end could use some modernization in terms of look and feel :)
I also think the back end could use some modernization in terms of look and feel :)
What problems is the product solving and how is that benefiting you?
We use InSided as our Customer Knowledge base and also to create a community for our customers to join discussions, ask questions, submit product ideas and find all the latest info on product updates and releases, so in that sense it's a very important recourse for our customers.
inSided empowers our customers
What do you like best about the product?
inSided allows our customers to assist one another, increasing their loyalty to our Product. Think about it- once you start evangelizing about a product or providing basic Support for a product, you're way more likely to advocate for its continued use. inSided gives our customers space to provide strategic and technical support to fellow customers, making them more loyal to our product and more empowered to enhance their usage of our product.
What do you dislike about the product?
In our initial setup, we experienced some issues with creating Zendesk tickets on behalf of customers from the inSided UI. We've got the hang of it now, but having more guidance on setting up this integration would have been fantastic.
What problems is the product solving and how is that benefiting you?
From a Support perspective, inSided encourages our customers to self-serve and to assist their peers as well. It decreases our ticket creation numbers, which lends us more time to focus on the tickets that do land in our queue.
User-friendly, super customizable platform
What do you like best about the product?
Easy to configure, support team and onboarding manager are both fast at responding and eager to assist
What do you dislike about the product?
Some integrations were more time-consuming than presented as over the Asana board
What problems is the product solving and how is that benefiting you?
With a small team with no prior community experience, inSided gives us a platform and resources to create a community from scratch
Insided is good... depending on what you want.
What do you like best about the product?
Insided is an easy-to-use platform that allows customers to interact and have conversations easily. I like that the platform will enable you to develop on top of it so that you can customize and make it an extension of your brand. The backend is simple to navigate, and basic analytics are quick to get.
What do you dislike about the product?
Insided is exceptionally behind on some core functionality that would help us drive outcomes through the community. For example, being able to email community members to get them re-engaged. I also wish that it provided more ways to drive acts of customer advocacy and to gamify customer behaviors. Unfortunately, every time we bring up missing features, we get a very vague "it's on the roadmap" with zero commitment to when they will deliver it. I had hoped that under Gainsight's leadership, they would have the resources to innovate and deliver faster, but that hasn't transpired.
What problems is the product solving and how is that benefiting you?
A centralized community for our customers to network, learn from each other, attend events, and engage with our brand. It's easy for the team to use and engage members.
A great software to get your community up and running!
What do you like best about the product?
I like how easy it is to navigate our community on the backend. Out of the box, Insided provides a variety of tool that makes community management, writing articles and creating events super easy.
What do you dislike about the product?
I do wish we had more customization and the ability to mass message our community members.
What problems is the product solving and how is that benefiting you?
It allows us to provide a space for our customers to seek resources, and events and communicate with each other versus always having to connect with their CSMs or help center.
It's pretty good.
What do you like best about the product?
It seems to be the best platform for what we are trying to achieve, a public community in addition to customer community.
What do you dislike about the product?
Even though it is the best fit for us, it still isn't the best. They are slow with rolling out new features.
What problems is the product solving and how is that benefiting you?
We only launched our community a year ago, I can't say that it has solved any problems yet.
So fun! So Easy!
What do you like best about the product?
Being new to the 'tech' industry, I have had a lot to learn, and using inSided has been so incredibly easy to use. There are so many options, so much flexibility and the ability to tailor to your needs.
What do you dislike about the product?
My initial thoughts are nothing ... but since I must say something, I will say that the number of admins allowed in our package has been a little challenging at times but really not a bid deal.
What problems is the product solving and how is that benefiting you?
We are pretty new to the tool but are using it for a couple reasons. One, to get our customers connected with one another and two, to more quickly get customers the answer and support that they need.
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