Gainsight - Customer Communities
GainsightReviews from AWS customer
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Great for smaller or start-up communities – inSided is super customer-oriented
What do you like best about the product?
The customer care and responsiveness is the best part of using inSided; this includes support provided via tickets, the CSM, and the inSpired community. I've appreciated how inSided listens to customers' feature requests and invites our thoughts on new features they're developing. It's a fairly small team and I feel like part of the 'inSided family' as a result. In the two years that I've been using the inSided platform, it's really impressive how much it has evolved and improved. It's easy to customize the homepage now and make it more 'our own' than it was before. We also have new tools that have made navigation easier for admins and community members, such as improved search, integration with Zendesk, and improved back-end moderation tools.
What do you dislike about the product?
There isn't as much customization available, nor are there are as many features as I'd like. However, inSided is improving in both of these areas in response to customer needs.
For example, I believe it's still not possible to send clickable links via private message, which is frustrating. Some community members have suggested that it's broken, indicating it's a basic expectation that links should be clickable.
There's also no way for community members to respond to my proactive private messages when I need to issue them a warning, as I have my settings on "only receive messages from people I trust." This means I have to trust a community member temporarily to give them a chance to reply to my message and then un-trust them. If other community members see the list of members that I have trusted during the message exchange, it will suggest that I trust someone who has done something worthy of a warning, which sends the wrong signal.
For example, I believe it's still not possible to send clickable links via private message, which is frustrating. Some community members have suggested that it's broken, indicating it's a basic expectation that links should be clickable.
There's also no way for community members to respond to my proactive private messages when I need to issue them a warning, as I have my settings on "only receive messages from people I trust." This means I have to trust a community member temporarily to give them a chance to reply to my message and then un-trust them. If other community members see the list of members that I have trusted during the message exchange, it will suggest that I trust someone who has done something worthy of a warning, which sends the wrong signal.
What problems is the product solving and how is that benefiting you?
We've used the inSided community space to connect our platform users to one another, which helps them to feel less isolated while learning online. While our community isn't designed to function as a support community, we've seen that people are enjoying helping each other and contributing to support ticket deflection. The overall community site is public and has allowed us to increase discoverability while also providing private spaces (forums and groups) for people to connect, like alumni of special learning programs.
Powerful and continuously improving
What do you like best about the product?
The inSided community platform is a very powerfull community platform, combining a range of related features: forums, blogs, events, ideation, product updates and more. It is very customizable and new features are added on a regular basis. Feedback is taken seriously and processed quickly.
What do you dislike about the product?
Not all features have been fully worked out yet.
What problems is the product solving and how is that benefiting you?
We use inSided to inform our users about features, roadmap, and progress, to ask for feedback on new features, to gather ideas and gauge interest through voting.
UI is user friendly(End user and moderator view)
What do you like best about the product?
I like the UI and at times I feel the product team listens to the feedback.
What do you dislike about the product?
I want the team to do the Community market analysis according to the size of the company. I mean an X size of the company should have these many posts, this much response rate etc. and to be a leader(Insided) in the market they should share the new ideas to improve customers' community.
New tips, ideas on their portal daily
New tips, ideas on their portal daily
What problems is the product solving and how is that benefiting you?
Customer queries and able to hear customer new ideas
inSided is a great product backed by great people who go the extra mile
What do you like best about the product?
The inSided application is intuitive, easy to use, clean, and powerful. From the community member perspective, the application makes it easy for visitors to find answers, interact with other members on community, submit product ideas and stay informed. The ability to @mention other users to bring them into the conversation as well as useful email notifications make it easy to engage and stay connected.
From the administration side, inSided provides the right balance of simplicity and power. Just enough options and flexibility to control your community in the way that makes sense for you, without killing you with complexity or admin overhead. It's also great that they have integrations with systems like Zendesk that make it easy for a moderator to instantly convert a community post into a support ticket for direct follow up.
The team at inSided from the CEO all the way through are high quality folks. They are friendly, responsive, and knowledgeable. The great team at inSided is what pushes my review score up to a 10. A great product and wonderful people.
From the administration side, inSided provides the right balance of simplicity and power. Just enough options and flexibility to control your community in the way that makes sense for you, without killing you with complexity or admin overhead. It's also great that they have integrations with systems like Zendesk that make it easy for a moderator to instantly convert a community post into a support ticket for direct follow up.
The team at inSided from the CEO all the way through are high quality folks. They are friendly, responsive, and knowledgeable. The great team at inSided is what pushes my review score up to a 10. A great product and wonderful people.
What do you dislike about the product?
Some areas that I'd like to see some improvement in are mostly minor. There are a few admin areas that could use some UX review to reduce the number of clicks. There are also some quirks to the email notification config that aren't the easiest to understand and set up. It could also be easier to find product documentation. Right now it's a little challenging to find documentation to explain a feature of the platform that you're setting up.
What problems is the product solving and how is that benefiting you?
We use inSided to host and manage our online Community. This is a place for customers and industry professionals alike to ask questions, compare notes, submit product suggestions, and stay informed about our product and company. It's been a very positive experience for our members and they've been able to interact directly with our Product Management team as well as get help from not only Gainsight experts but also from the community itself. It's hard to imagine us being able to interact with our customers and prospects if we didn't have an online community from inSided.
Take what inSided gives you out of the box
What do you like best about the product?
Platform is simple and easy to use. If you're looking for an out of the box solution, this could be it!
What do you dislike about the product?
There are unfortunately not many options for customization. The inSided team is very not willing to adjust the product to your use case. Follow up to issues is not very efficient as well.
There isn't a centralized way to email a large number of users through the platform and inSided's community must be paired with an email management system to be effective. Our customers have trouble receiving notifications of new topics and posts, so our engagement has declined.
There isn't a centralized way to email a large number of users through the platform and inSided's community must be paired with an email management system to be effective. Our customers have trouble receiving notifications of new topics and posts, so our engagement has declined.
What problems is the product solving and how is that benefiting you?
We used this to initial upgrade our beta community. It works fine as an internal community but we have not been able to use this as a public community for our use case. The platform has given us a centalized place to host our contend and allow customers to interact.
Great customization ability and solid support
What do you like best about the product?
We were able to visually customize our community exactly how we wanted it to look with relative ease. We are using two different communities instances and so far the usability has been great from an admin and end-user perspective.
What do you dislike about the product?
Setup took a bit longer than expected but we were able to get it all resolved with their support team and they were very helpful and responsive to feature and bug requests.
What problems is the product solving and how is that benefiting you?
We have two communities we are setting up - one for our company of users of our platform, and another that is a standalone community for the broader market we are tackling. We wanted a Knowledge base for our product to also be tied into our community and Insided did that perfectly.
Recommendations to others considering the product:
If you don't have a succinct plan for what your community should look like, leverage your customer success manager at InSided and they'll gladly lead you in the right direction.
Insided helped us put Genius on the map
What do you like best about the product?
- Ease of integration (integrated our existing SSO tools to have Genius users log into the community seamlessly)
- Ease of use
- Large control for admins and moderators
- Customization of the community website
- Ease of use
- Large control for admins and moderators
- Customization of the community website
What do you dislike about the product?
- Users cannot see the gamification results, like where they stand among the other community members for all the activity and games on the community.
- Entry to the community for users needed additional steps of adding information that already existed in the SSO flow
- Entry to the community for users needed additional steps of adding information that already existed in the SSO flow
What problems is the product solving and how is that benefiting you?
- We were able to have users land at a common community website and communicate to them about the roadmap of the product and the progress as well.
Recommendations to others considering the product:
This would be a good platform to companies looking to widen their customer outreach and keep their users/potential customers up to date on the roadmap of their product
Love inSided!
What do you like best about the product?
We have been working with inSided for a few years now and couldn't wish for anything better. The supportteam is quick, friendly and knowledgable. Our CMS meets with us every month and always keeps us up-to-date. As a former communitymanager, he really knows what he's talking about and sees things from our point of view. The developmentteam is always busy and working on innovation and through their own community they really keep taking us with them on their journey. We always feel part of the team instead of seeing them as a company that works ''for'' us. Whether we're talking about engagement or more technicall stuff: no topic is too big or too small. I also love all their features and possibilities which keep on improving every year.
Last but not least: their office is great and I love the meetings I've had over there. Always lots of inspiration, cool people and great snacks. And beerpong is awesome as well.
Last but not least: their office is great and I love the meetings I've had over there. Always lots of inspiration, cool people and great snacks. And beerpong is awesome as well.
What do you dislike about the product?
This used to be their communication about development and meeting our needs instead of just going crazy with all new features. But we've had great talks about this and see that this has been so much better and is still improving nowadays.
What problems is the product solving and how is that benefiting you?
We've build a great platform where we can meet our customers and where our customers can meet eachother. It's a great way to share lots of information, but also to learn what the needs of our customers are.
Recommendations to others considering the product:
Just do it, and make sure to use everything they have to offer. You will not regret it!
Very impressed by the flexibility of the platform and the very guided onboarding process
What do you like best about the product?
The User Interface configuration capabilities are amazing especially the recent Wysiwyg customizer. One of our main constraints was branding and we were able to build an interface that perfectly matches our themes and identity.
Our onboarding got delayed due to internal schedule conflicts, Shane our customer success consultant was very patient and very helpful in reorganizing the roadmap to better address our constraints.
The Inspired community knowledge base is very rich and makes it easy to find solutions to commonly asked questions.
Our onboarding got delayed due to internal schedule conflicts, Shane our customer success consultant was very patient and very helpful in reorganizing the roadmap to better address our constraints.
The Inspired community knowledge base is very rich and makes it easy to find solutions to commonly asked questions.
What do you dislike about the product?
One area that could be improved is the lack of options in terms of content structure. The grouping by Parent Categories and Sub-categories does not provide enough granularity. Users may easily get overwhelmed as soon as the amount of resources posted becomes more important.
Cross-domain SSO support would be a nice addition too.
Cross-domain SSO support would be a nice addition too.
What problems is the product solving and how is that benefiting you?
We were looking to deflect a part of our Technical Support tickets that were pure product related questions, rather than actual issues to a more flexible tool, that does not require a complex workflow like ticketing systems. We also wanted a solution to allow our customers to share their knowledge and best practices.
We are already seeing a positive impact on the support activity as over 50% of the questions initially submitted through our ticketing system, are now being posted on the community.
We are already seeing a positive impact on the support activity as over 50% of the questions initially submitted through our ticketing system, are now being posted on the community.
Recommendations to others considering the product:
inSided is definitely a viable option to consider while looking for a Community Platform. Great experience from the first sales pitch to customer success onboarding. I would advise defining a high-level content roadmap even prior to purchasing the platform, or slightly delaying the subscription start date if you are not fully ready to kick off the implementation.
Incredible tool!
What do you like best about the product?
It's a super user friendly platform, it's easy to customize and interact with members. I also like the gamification, the possibility to add badges and curated content in a simple way. The support team is always ready to help and very fast replying to requests.
What do you dislike about the product?
We cannot export a few data and lists, for instance, a list of the most engaged user. But they are still improving and launching new features. I'm sure this gap will be solved soon.
What problems is the product solving and how is that benefiting you?
We are building together with inSided, an incredible community with our users, sharing knowledge and experiences. It's been an awesome journey! Also, our community became a space where we can listen to our clients and improve our product!
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