Gainsight - Customer Communities
GainsightReviews from AWS customer
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Always happy with inSided
What do you like best about the product?
The ease of use, multifunctionality, and team - The platform is simple to handle for a solo community manager, offers much more than discussion forums (knowledge base, product updates, and ideation are so important to the direction online communities are going) and the inSided team is responsive and friendly.
What do you dislike about the product?
Not much! We would like to see more accessibility compliance (alt text for images for example) and html flexibility - especially for things like table of contents at the tops of articles.
What problems is the product solving and how is that benefiting you?
We use it as a gateway to all of our customer success resources - support and training articles, best practices and use cases, event invites and follow up, integration with Zendesk and Skilljar and - of course- peer to peer community. It's great to have what feels like a single channel for our customer audience.
Great tool with a great team behind it
What do you like best about the product?
Our transition from our old community provider to inSided was very painless and was helped a lot by our amazing onboarding team, especially Vish. The platform was easy to design and use and the functionalities are very straightforward. The gamification system with the badges, ranks, and leaderboard is easy to use and very effective and the platform is simple to manage from a moderation point of view. The inSided team is super reactive and the support team has been very helpful. Having access to the Inspired Community is also super helpful for asking questions and getting tips and tricks. I also love the events section and the events calendar for advertising our upcoming events.
What do you dislike about the product?
The analytics provided by the platform isn't the strongest, and it lacks some filtering options. We haven't yet implemented the Salesforce integration as it is taking some time but we are excited to see what the Gainsight integration will bring in terms of analytics. Group moderation is also an issue as you have to hold a seat to carry out most of the group functionalities (create groups, add/remove members) which is a large pain point for us. It would be amazing to be able to assign custom roles that allow employees to create and modify events and to own groups.
What problems is the product solving and how is that benefiting you?
It will be helpful for peer-to-peer engagement and reducing the workload for CSMs by creating a database of commonly-asked questions, as well as driving attendance at our events. It is a lot more customisable and straightforward than our previous provider and we can have a lot more creative flexibility with our layout.
Intuitive, easy, and compatible with our tech stack!
What do you like best about the product?
With Insided/Gainsight (legacy customers here!), we have grown our customer community from 62 beta testers strong to over 10000 members in the span of a few short years.
As part of our continuous efforts, we can continue to enhance the functionality and integrations with platforms like Slack, Salesforce (SFDC), and our own product organization to improve the feedback loop. The software integrated beautifully with our tech stack, and we still haven't tapped into ALL of the system connections possible.
One of my personal favorites is the ability to customize the homepage. This allows us to toggle and tweak the overview of elements that are most important to our members.
The capability to customize third-party scripts ensures that nearly all phrases and wording align with our community brand.
Overall, the platform is highly flexible, and the provided widgets are notably easier to use compared to other platforms.
Since the implementation of these features, we have observed significant engagement that continues to grow. Our community members find the platform intuitive and easy to navigate, which has positively impacted their overall experience and participation (approx 80% adoption among customer base!)
As part of our continuous efforts, we can continue to enhance the functionality and integrations with platforms like Slack, Salesforce (SFDC), and our own product organization to improve the feedback loop. The software integrated beautifully with our tech stack, and we still haven't tapped into ALL of the system connections possible.
One of my personal favorites is the ability to customize the homepage. This allows us to toggle and tweak the overview of elements that are most important to our members.
The capability to customize third-party scripts ensures that nearly all phrases and wording align with our community brand.
Overall, the platform is highly flexible, and the provided widgets are notably easier to use compared to other platforms.
Since the implementation of these features, we have observed significant engagement that continues to grow. Our community members find the platform intuitive and easy to navigate, which has positively impacted their overall experience and participation (approx 80% adoption among customer base!)
What do you dislike about the product?
I wish the homepage was even more customizable with more options to design, slide, and dice widgets etc.
What problems is the product solving and how is that benefiting you?
Gathering our customers under one roof to build relationships, share best practices, and help them support each other. Ultimately, the connectivity and efficiency of having ONE channel the org can engage with our customers is invaluable.
Things are easy to find and I get a good glimpse of how the tools look like and by how they work.
What do you like best about the product?
The platform is reactive for the user. Color combination is also good
What do you dislike about the product?
The user login details being different for back and front end. That caused me problems.
What problems is the product solving and how is that benefiting you?
Customer support is becoming easier. People answer each others questions instead of us spending time individually.
Recommendations to others considering the product:
I would recommend it. Thanks for the nice service also.
Successfully launched new community on InSided
What do you like best about the product?
We have been impressed with both the available functionality and customization options available with InSided. It has also been a pleasure to work with members of the InSided team — all the way from the very first demo call through the onboarding process, leading up to our community launch day.
What do you dislike about the product?
Some aspects of making edits within the InSided platform are not completely intuitive, but they do have resources, documentation and support available. There are a few features missing that I hope they will consider adding in the future.
What problems is the product solving and how is that benefiting you?
The InSided platform has allowed us to create one dynamic hub for our community, where we can incorporate discussion forums, gamification, product updates, events, and groups. This wasn't possible for us on the previous community platform we were using.
The most modern Community platform
What do you like best about the product?
Our team chose inSided as our community platform of choice due to two reason: the modern UI and incredible support team. After reviewing a dozen platforms, inSided proved to have the most modern-looking designs that immediately elevated our brand. The combination of a fantastic support team made our decision even easier.
What do you dislike about the product?
inSided is still growing as a product. While most of the platform is customizable, there's are a handful of features that aren't available yet: Fully customizable pages, all-member email campaigns, lack of pop-up features and a few other items we're waiting on.
What problems is the product solving and how is that benefiting you?
Our company needed a central destination for customers to connect with one another and discover every customer-facing program/resource we offer. The Community not only creates the space for peer-to-peer interaction, it's also the one-stop-shop for customers to influence our product roadmap (ideas), find upcoming events, subscribe to release notes, and search for all the content our team produces for our customers.
The best buyer experience so far!
What do you like best about the product?
Not only was our experience top-notch from our first call with our amazing partner (Kelly), but it has continued to implementation. Insided worked with us from the very beginning and was so communicative, responsive and provided amazing resources. I never felt pressured, nor that this platform couldn't solve our needs.
Throughout implementation, we have been supported 100%. By providing us an asana board with every task to make our community successful, in a reasonable and stress-free time frame, we have felt confident and are so thrilled for our community's success. Our onboarding and implementation team has been nothing but outstanding- just like our entire process!
Throughout implementation, we have been supported 100%. By providing us an asana board with every task to make our community successful, in a reasonable and stress-free time frame, we have felt confident and are so thrilled for our community's success. Our onboarding and implementation team has been nothing but outstanding- just like our entire process!
What do you dislike about the product?
There are a few feature requests that I would love. For example, the system emails are really cool but would love the ability to turn on and off the emails when needed and to even change what triggers them. Another would be to get a more detailed list of graphics needed. There was a document but it doesn't include every single graphic and its measurement- which would have helped our design team even more.
What problems is the product solving and how is that benefiting you?
We needed a community platform that helped facilitate conversations, educated, and provided outstanding analytics. Luckily, Insided checked all of our boxes!
All in one
What do you like best about the product?
Learning from peers, staying in touch with the latest
What do you dislike about the product?
No real dislikes. Could be easier to use and decipher the analytics.
What problems is the product solving and how is that benefiting you?
Provides analytics and actionable insights
Flexible, Innovative Community Platform!
What do you like best about the product?
Easy to deploy and administer; flexible feature selection; robust opportunity for both a public and closed experience in parallel; amazing team to partner with.
What do you dislike about the product?
Can't share content directly via email from the app, but you can copy the link and put into an email.
What problems is the product solving and how is that benefiting you?
We are building a new category called Customer Intelligence and we are leveraging inSided to help educate the market, connect like-minded professionals, innovate, and create a centralized hub for our customers to learn how to optimize our solution, share best practices, help shape our roadmap and empower them with self-service capability.
Easy to implement and a wealth of resources for our Community Launch!
What do you like best about the product?
We use the InSided Online Community Platform as an exclusive offering for our users to connect, share best practices, and collaborate together.
I tapped into the InSided Community during our onboarding and setup process for our company's community. I got a lot of inspiration from the platform design itself, and from other users sharing their best practices for things like home page designs, badges, and engagement tactics.
Also, the onboarding experience for our community launch was great! We appreciated Zach's expertise and encouragement throughout the process. The guides, tutorials, and trainings in the InSided Community were an asset. Even though there was a lot of work to do, the process was intuitive and manageable, and we were up and running with our soft launch in ~30 days and our official launch happened ~30 days later.
I tapped into the InSided Community during our onboarding and setup process for our company's community. I got a lot of inspiration from the platform design itself, and from other users sharing their best practices for things like home page designs, badges, and engagement tactics.
Also, the onboarding experience for our community launch was great! We appreciated Zach's expertise and encouragement throughout the process. The guides, tutorials, and trainings in the InSided Community were an asset. Even though there was a lot of work to do, the process was intuitive and manageable, and we were up and running with our soft launch in ~30 days and our official launch happened ~30 days later.
What do you dislike about the product?
Would like more user directory functionality so that users can browse other users' profiles more easily. The Leaderboard is good for an at-a-glance overview of active users, but we'd like to see the ability for more filtering by location/interest/etc. We would like to have the option for a more integrated/automated community email digest since currently we are manually downloading our community member list and sending digest emails through our separate email distribution service. Finally, the functionality of notifications in the community could be a bit more useful for CSMs who want to keep track of specific users/clients who are posting in the community.
Also, in the InSided Community, it seems like updates on feature requests go stagnant after a while, so I do not feel confident about the status of certain ideas submitted when I can see it's been inactive for more than a few months.
Also, in the InSided Community, it seems like updates on feature requests go stagnant after a while, so I do not feel confident about the status of certain ideas submitted when I can see it's been inactive for more than a few months.
What problems is the product solving and how is that benefiting you?
Our company wanted to leverage the power of community to provide a space for our users to connect, collaborate on best practices, and learn together. We are planting seeds for authentic scaling and growth so that our users can be more successful and our team can build more meaningfulful relationships with our users.
Usually, I turn to the InSided Community when I am looking for inspiration, I feel stuck on something, or I want to investigate a feature request. I've definitely found a lot of inspiration from the InSided Community layout and design along with the articles provided AND from other users who have posted and the discussions I can browse.
Usually, I turn to the InSided Community when I am looking for inspiration, I feel stuck on something, or I want to investigate a feature request. I've definitely found a lot of inspiration from the InSided Community layout and design along with the articles provided AND from other users who have posted and the discussions I can browse.
Recommendations to others considering the product:
We like that InSided gives you all the functionality bells and whistles while also encouraging you to get your MVP out there as soon as you can so you can start experimenting. We are about a month into our official launch and feel that while there is still work to do, we are already creating a ton of value for our users. Get in there, get some content loaded, and invite everyone to the party as soon as you can!
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