Gainsight - Customer Communities
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First few weeks with inSided have been great + smooth sailing, coming from a Discourse migration
What do you like best about the product?
Coming from Discourse, I've really appreciate having a real team on hand to help with migration, launch, and resolve any issues. I've been impressed by the ease of customization and although you don't get quite as much ability to alter the inner workings as with discourse, I think that's a feature, since our Discourse community had grown quite tangled.
It looks quite beautiful and approachable, and just has a number of UI/UX features that I think make it easy for new users to get what they need and join the community.
It looks quite beautiful and approachable, and just has a number of UI/UX features that I think make it easy for new users to get what they need and join the community.
What do you dislike about the product?
I still cannot decide if I like the frontend/backend separation that inSided has. I've only been live for ~2 weeks, so I'll reserve final judgment on it, but it does feel a bit odd sometimes. Perhaps I need to alter my workflow to live entirely on the backend, which the great moderation tools make it possible to do, but I'm sort of stuck in my front-end-browsing ways.
What problems is the product solving and how is that benefiting you?
Scaling customer support + success to cope with a large influx of new users— Primarily reporting against ticket deflection, increased adoption among involved accounts, and reductions in churn/churn risk.
Easy to manage Community
What do you like best about the product?
My team found InSided to be extremely user friendly. The platform has a really clean look to it, and was very easy to customize. We were able to create an aesthetically appealing community without the help of a designer. Before launching the community, we had several resources available for our customers, but they were all hosted in different places, making it challenging for our customers to find what they were looking for. Now we have a one stop resource shop for our customers which includes knowledge base articles, podcasts, upcoming & onDemand webinars, as well as several forums for them to participate in—all in one place!
What do you dislike about the product?
The platform is more geared towards hosting community posts as opposed to help articles, so we had to get used to the fact that our knowledge base articles will look like community posts. In other words, when I create a help article, it looks like I posted it personally, and users can reply and post questions to that help article. I'm sure these features will prove beneficial, just something to get used to.
What problems is the product solving and how is that benefiting you?
Our InSided community is helping us stimulate customer self-help and connect our customers with one another, therefore increasing overall customer engagement.
Recommendations to others considering the product:
Utilize the InSided community to find best practices about how other customers went about launching their community!
Very nice and modern platform
What do you like best about the product?
The customer support is super fast and the tool is easy to handle.
What do you dislike about the product?
There are some functions that would be good if you had them, but Insided can't do that yet and has to enable them first. Anyways it's a great tool, you can always say your wishes and they will try to help you as best as they can.
What problems is the product solving and how is that benefiting you?
We wanted to enable our customers to help each other & to share their know-how and to give them all information and updates they need. Now we see the community growing not just regarding topics about our software but also HR related topics.
Recommendations to others considering the product:
Be aware of what you exactly need and you will find the right solution with Insided.
inSided is the best — from the platform, to the CSM team, to support, I couldn't be happier.
What do you like best about the product?
I'm a one person team, and inSided makes me feel incredibly supported from every angle to help me get the work done. I have a wonderful CSM that I meet with biweekly and no topic is too small or too big — we have solved problems from driving more community engagement to creating benchmark goals for the years ahead. I regularly meet with the product team to chat about new features and I feel that my feedback is always considered after trying something out that is newly released or in beta. I've even received special help and support when we were planning and launching our Community Champion Program. I could go on and on about how much I love the inSided Platform and the inSided team. As the product manager for our Community, I find their platform layout/ framework to have just the right amount of structure and flexibility to customize our Community to fit the style and needs of our unique product.
What do you dislike about the product?
Our migration was very involved, and inSided did most of the heavy lifting to migrate our data and our analytics. inSided helped us implement a custom Mixpanel integration from their back-end to keep a consistent data analytics strategy with the rest of our product. (This is a big deal!!) That said, the more they improve and build out their product the more out of date our original integration becomes, so we usually need to iterate on our tracking plan. Because this is a custom solution, it requires additional eng resources from their team if we need to make adjustments, and the analytics is usually prioritized after I've already started using the new features, so I'm missing valuable data points that would help me demonstrate ROI.
What problems is the product solving and how is that benefiting you?
From one to many support, to enabling customers to share their product feedback, to creating groups for users to collaborate — we are able to give our customers a voice and help them get more out of our product. We also use the community to proactively remove blockers by sharing FAQs and debugging tips, or launching a 30 day course within the community!
Recommendations to others considering the product:
Choose inSided — you will not regret it. And once you've decided on inSided, look at other inSided customers for inspiration when designing your own!
inSided supports an uncomplicated moderation workflow, and easily integrates with zapier so you can see community activity in slack — I think these are two pieces I didn't know that I needed until I started using them!
inSided supports an uncomplicated moderation workflow, and easily integrates with zapier so you can see community activity in slack — I think these are two pieces I didn't know that I needed until I started using them!
I think the forum is useful and a good example of dog fooding the product.
What do you like best about the product?
It is a great step to take while waiting for a response from support.
What do you dislike about the product?
It would be great to see groups for similar industries to discuss how they best use InSided for their user base.
What problems is the product solving and how is that benefiting you?
I use the community for troubleshooting exclusively at this point.
Simple solution with a great team of experts
What do you like best about the product?
The InSided platform was easy to implement from a technical standpoint and their team of experts walked us through all the actions needed to have a successful launch.
Given the nature of their product, they also do a great job listening to their customers and reflect this feedback in their product roadmap and updates.
Given the nature of their product, they also do a great job listening to their customers and reflect this feedback in their product roadmap and updates.
What do you dislike about the product?
The analytics dashboard is a bit limited and can be quite manual to get basic information.
The price is also quite hefty but you do get a quality product and service in return.
The price is also quite hefty but you do get a quality product and service in return.
What problems is the product solving and how is that benefiting you?
We're using the inSided Online Community Platform to decrease the amount of tickets to our support team. We're also using it as the main hub for any news about Shadow in order to centralize and organize key information in one place.
Great features and easy to use!
What do you like best about the product?
Ease of use
Easy to customize
Full features
Easy to customize
Full features
What do you dislike about the product?
Reporting and dashboard use, as well as registration process for users (if not using an SSO from your application).
What problems is the product solving and how is that benefiting you?
We needed an easy way to allow users to collaborate and engage with each other.
Recommendations to others considering the product:
Think about how the system needs to be integrated into your organizations workflows (support, customer success, marketing).
Insided is a great community platform. Their onboarding team are also excellent, and supportive
What do you like best about the product?
User experience, design/customisation options, engaging for members, good notification system and ranks/levels
What do you dislike about the product?
Would like to see more ways to export metrics from the control panel
A single dashboard for notifications
A single dashboard for notifications
What problems is the product solving and how is that benefiting you?
Newcomers are made aware of replies to their questions
Best price for a community tool when comparing features and service
What do you like best about the product?
Love how easy it is to use. While there are a lot of features and a lot to set up, they really help break down all of the setup tips and make sure you have all the community best practice info. I was also surprised with the info / training they offer around community management.
The price was so much better than other platforms we explored. I researched a fair amount and inSided was the only one that had the features we needed, and seemed to be continuing to develop more and more.
The price was so much better than other platforms we explored. I researched a fair amount and inSided was the only one that had the features we needed, and seemed to be continuing to develop more and more.
What do you dislike about the product?
Like I mentioned in the "what I like" there is a ton of setup. But to get a really customized community that is going to be the case anywhere. So nothing I would say I dislike about the program or their service. This is a huge undertaking for an organization and they make it easier!
What problems is the product solving and how is that benefiting you?
We were looking to set up a user group for our SaaS software. Its been great for collecting user feedback, plus being able to advertise events and target specific users has been great.
Amazing platform for building communities for SaaS companies
What do you like best about the product?
Easy to use, flexibility, design, and gamification features.
What do you dislike about the product?
The tool is excellent. Real-time reports could be improved, but exporting the raw data already helps us a lot.
What problems is the product solving and how is that benefiting you?
Building an online community, reducing support tickets and increase customer engagement.
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