Gainsight - Customer Communities
GainsightReviews from AWS customer
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An excellent community and knowledge management platform
What do you like best about the product?
Insided has all the features you would expect from a product knowledge hub and community building perspective. Their ideation module and product updates features, in particular, have been very valuable to connect product owners and users.
What do you dislike about the product?
There's not much to dislike. Only the analytics and integrations capabilities could be more powerful. Their team is quite receptive to feedback and ideas, so I expect this will improve soon.
What problems is the product solving and how is that benefiting you?
It is connecting users and using the collective power of the community to improve support, knowledge building and collaboration. About a third of questions are answered by peers/users rather than the company's support team.
Insided is great!
What do you like best about the product?
Easy to access software, lovely staff! Simply great.
What do you dislike about the product?
That sometimes I have to wait before awesome new featured are implemented.
What problems is the product solving and how is that benefiting you?
Deflection. Less contact moments.
Recommendations to others considering the product:
Just try it!
Amazing product and trusted team !
What do you like best about the product?
The platform is full of features. New features are added regularly. This platform allows us to exchange with our customers in a pleasant environment. The Insided team is also so professional and friendly!
What do you dislike about the product?
Nothing at all. The service offered is really top! Can't wait for the return of the face-to-face events. Thanks a lot for this year!
What problems is the product solving and how is that benefiting you?
The Community allows us to improve the customer satisfaction. We can respond very quickly. it has allowed us to create more links with our customers and to reduce the number of incoming calls to our call center.
Recommendations to others considering the product:
I recommend the online Community Platform from Insided. It would help you to create more links with your customer and it's very important for their satisfaction! The Insided team is really nice and creative, it's so great to work with them!
Good partner, working hard to improve platform.
What do you like best about the product?
The way the partnership is working, and the focus on delivering specific products for my company.
Implementation with zendesk is nice, and I like the focus on helpcenter right now.
Implementation with zendesk is nice, and I like the focus on helpcenter right now.
What do you dislike about the product?
The community page could sometimes be a little to boxed in, its hard to configure it in a way that you really want it.
I have some issues with the implementations with our webpages aswell.
I have some issues with the implementations with our webpages aswell.
What problems is the product solving and how is that benefiting you?
I get to have all the information about our products in a nice looking way, on the same platform. The peer-to-peer support possibilities is ofc very nice, but the helpcenter part is even better.
Recommendations to others considering the product:
Understand that it takes work, first of all to setup but also to administrate.
Great for educating and building our community!
What do you like best about the product?
Our community forum - Polco Connect - has been instrumental in educating our community at scale. Each time we recognize a question or a need for clarification about either how to use the product or how to understand basic general questions (in our case on survey research), we can create an article that addresses it. So the Knowledge Base has been the most popular function, and as our community grows more questions will be answered by peers rather than through articles.
We're excited to ignite more conversations among our users and bring in their feedback about our platform through Polco Connect, directly through our Product team.
The team at inSided has been outstanding in their customer service when we've had issues and in their general educational support.
We're excited to ignite more conversations among our users and bring in their feedback about our platform through Polco Connect, directly through our Product team.
The team at inSided has been outstanding in their customer service when we've had issues and in their general educational support.
What do you dislike about the product?
Not much. It's been a bigger lift getting internal use of our forum than we anticipated but this offers us more opportunities to communicate and educate our teams.
What problems is the product solving and how is that benefiting you?
Education, support, connecting our customers to each other. We're better able to scale but it feels like a customized experience for custimers.
Recommendations to others considering the product:
Find the most thorough solution you can and go from there!
Customizable, extensible, covers the table stakes functionality, and headed in the right direction
What do you like best about the product?
The platform has a modern look and feel that some incumbents are working to catch up to. But regardless of the out-of-the-box UI, Insided offers the most robust options I've seen for styling and customizing your community. From the ability to change any standard phrase, to theming and styling, to extending functionality via the API, to customizing experienes with CSS and HTLM ... there's not often an answer of "that can't be done." Of course it'd be great if everything was out-of-the-box ready, but this is just as good in reality. Rather than hardcode based around a "good for most" use case, Gainsight Digital Hub usually gives their customers the tools they need to customize to specific use cases. They've made specific gains on this in the past year with user segments, email campaigns, and custom pages. Most importantly, I am confident in their road map. Their vision of a customer hub fully aligns to our community strategy and new tools for personalized experiences (including AI assisted search) will take our cx to the next level.
What do you dislike about the product?
As a newer platform that is quickly scaling, there are sometimes inconsistencies between modules or functionality. Most of my pain points have come back to some version of "this is pretty much the same as [that other thing], why does it work slightly different?" However, this has been a point of emphasis for them over the past three quarters, and they adjusted their engineering approach after exposing some inconsistencies in how things have been developed. As a result, my experience has been much better and with little complaint over the past six months.
Sure, there are some functionality aspects I wish were already available, but that's the trade-off for choosing a newer platform in the space.
As this continues to be addressed, my biggest pain point is just eagerly anticipating the engagements they're developing. I love where the road map is headed and can't wait to get my hands on some upcoming features.
Sure, there are some functionality aspects I wish were already available, but that's the trade-off for choosing a newer platform in the space.
As this continues to be addressed, my biggest pain point is just eagerly anticipating the engagements they're developing. I love where the road map is headed and can't wait to get my hands on some upcoming features.
What problems is the product solving and how is that benefiting you?
We're solving the challenges of digital customer success, self-service support, and a unified customer experience. We've consolidated many customer resources into one primary launchpad via our community. Thanks to Insided's extensibility and great federated search API, we can keep content and resources on non-Insided platforms while folding them a unified community experience (with both search and navigation).
We've seen improved UX feedback, increased self-service, deflected support tickets, and faster response times from our previous community forum.
Perhaps the strongest indicator is that visits to our community are up. In addition to growing active users, an average user visits our community weekly and often multiple times in one day.
We've seen improved UX feedback, increased self-service, deflected support tickets, and faster response times from our previous community forum.
Perhaps the strongest indicator is that visits to our community are up. In addition to growing active users, an average user visits our community weekly and often multiple times in one day.
Recommendations to others considering the product:
Know that you're choosing a newer entrant in the space and set your expectations accordingly. It's not fully mature or at the scale of incumbents, so don't expect every bell and whistle to be pre-built and easy to use out-of-the-box. That said, I think their product vision and approach are on the right track. What they were able to do with Series A funding alone was truly impressive: winning some remarkable customers, especially other major technology players who have high expectations for the technology they use.
Additionally, monitor the product vision and evolution now that Gainsight has acquired them. Overall, it seems that the acquisition will only accelerate their progress and improve things (especially a solid support team that could use an influx of resources to help meet the increasing demand of a growing customer base). However, if the pricing model gets overhauled or product vision changes dramatically, it could alter the long-term forecast for whether this fits your use case.
Additionally, monitor the product vision and evolution now that Gainsight has acquired them. Overall, it seems that the acquisition will only accelerate their progress and improve things (especially a solid support team that could use an influx of resources to help meet the increasing demand of a growing customer base). However, if the pricing model gets overhauled or product vision changes dramatically, it could alter the long-term forecast for whether this fits your use case.
inSided is a fantastic community platform with a great team behind it
What do you like best about the product?
It's hard to pick what I like best but I'll go through a short list:
- Great customer support! They always respond quickly and with adequate fixes for my issues
- Easy to use platform. Settings are a breeze to work with and modify
- Good UI for modifying the look and feel of my community
- Great customer support! They always respond quickly and with adequate fixes for my issues
- Easy to use platform. Settings are a breeze to work with and modify
- Good UI for modifying the look and feel of my community
What do you dislike about the product?
I dislike the lack of a proper HTML editor when writing articles for the community. There's often some weird spacing/image issues that would be infinitely easier to fix if I just had the ability to modify the HTML
What problems is the product solving and how is that benefiting you?
We are building an active community, establishing our company as thought leaders, and offering technical support to our user-base! We've found it very easy to use the community to keep our users aware of product updates and important pieces of news within the industry.
Fairly simple, quick start and good customer success program
What do you like best about the product?
Easy to use and Insided provided very good on-boarding to the team
What do you dislike about the product?
Many features that form the basis of a community tool require a license (moderation, editing KB, etc).
What problems is the product solving and how is that benefiting you?
Federating our community users for all engagement activities
Insided plataform was build for a personalized experience that allow us managing our work perfectly
What do you like best about the product?
We've been using this platform to manage an online forum community, simplifying our daily work. It allows us to organize our comments in the best way possible.
What do you dislike about the product?
We keep using the oldest version of our platform because we feel more comfortable with and it's easier for us to check our priority comments, so we believe that the oldest version is better.
What problems is the product solving and how is that benefiting you?
We can associate topics with our users, making our tasks more organized, and we do not lose any comments or topic.
Great product.
What do you like best about the product?
It is simple to adjust, very users friendly.
What do you dislike about the product?
I wish we were able to adjust more of the components to our needs.
What problems is the product solving and how is that benefiting you?
It helps our users with consuming all the knowledge they need.
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