Gainsight - Customer Communities
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Great looking and easy to setup online community platform
What do you like best about the product?
inSided was very easy and intuitive to evaluate. It was very easy to learn about the capabilities of the platform and get a clear understanding of the implementation effort.
inSided combines a beautiful and modern out-of-the-box end-user interface and simple and intuitive customization capabilities with an ability to go fully custom with CSS and JavaScript when necessary. Speaking of the end user experience, I really like their search with almost instant preview - a nice detail that sets inSided apart from many other tools.
Unlike lower priced web forum based system such as Discourse, inSided provides a more complete set of features you need for a B2B online community system while staying focused and easy to use.
inSided combines a beautiful and modern out-of-the-box end-user interface and simple and intuitive customization capabilities with an ability to go fully custom with CSS and JavaScript when necessary. Speaking of the end user experience, I really like their search with almost instant preview - a nice detail that sets inSided apart from many other tools.
Unlike lower priced web forum based system such as Discourse, inSided provides a more complete set of features you need for a B2B online community system while staying focused and easy to use.
What do you dislike about the product?
Missing single sign-on integration with Google account. I think that for an end user of a B2B community, an ability to login with Google Apps account is much more useful than Facebook or LinkedIn SSO.
The admin UI is a bit dated and the navigation is not very intuitive. It took me a while to remember where to find what.
It would be nice to have a better support for creating the initial content (bulk import, possibility to override the author and date fields).
The admin UI is a bit dated and the navigation is not very intuitive. It took me a while to remember where to find what.
It would be nice to have a better support for creating the initial content (bulk import, possibility to override the author and date fields).
What problems is the product solving and how is that benefiting you?
We are using inSided to make our customers and evaluators more self-sufficient by providing a branded community environment with a knowledge base and publicly accessible support forums.
Powerful platform for operationalizing Customer Success
What do you like best about the product?
Great team, focused on helping you use the technology to achieve your business outcomes, rather than just selling you features and functionality. I love the user experience, both for my customers and for my internal team that manages the community. Regular product updates that seem to be just the things I'm hoping for - which tells me they listen well to customers and respond to feedback.
What do you dislike about the product?
Reporting is a 5/10 - would like to see more flexibility in how data is segmented and visualized. It's not awful, but feels like it's ready for a refresh.
What problems is the product solving and how is that benefiting you?
We wanted to give our customers a place to meet and connect with each other - a place to learn and share. We also wanted to build an ideation portal which would enable our customers to be more actively involved in shaping our product roadmap. We have achieved both these things with inSided.
Complete, easy-to-use solution to build and manage a community around your product or brand.
What do you like best about the product?
inSided has a great ease of use and offers all the options/features we need (e.g. user management, content monitoring, custom design,single sign on).
If we can't figure it out ourselves, we get help from the support team.
If we can't figure it out ourselves, we get help from the support team.
What do you dislike about the product?
We have not experienced any major limitations so far, although the reporting options should have been more extensive.
Pricing: InSided is not a cheap solution, but it offers value for money.
Pricing: InSided is not a cheap solution, but it offers value for money.
What problems is the product solving and how is that benefiting you?
This software has enabled us to create a community for our customers and potential customers in no time.
It is the place where our customers meet, learn from each other, get inspired.
In the long term, we expect this to reduce the number of tickets on our other (customer care) channels.
It is the place where our customers meet, learn from each other, get inspired.
In the long term, we expect this to reduce the number of tickets on our other (customer care) channels.
Great functionality & usability, world class customer service
What do you like best about the product?
The inSided platform comes with a beautiful out-of the box design and is very simple to use. It has all the functionality we were looking for when choosing a community vendor so we didn't need to compensate for any shortcomings with coding, nor did we have to spend much time on learning how to work with it as it's pretty straightforward. Also, I'd like to give a shout-out to their customer service, very dedicated, friendly and professional people who are there for you whether you run into a technical issue, look for advice in regards to community management or just for any tips and tricks on how to use the platform most efficiently.
What do you dislike about the product?
Working on the Admin side of the platform, I sometimes run into features which I think could be further enhanced, these are minor things, however. I was pleased to learn that InSided collects all improvement ideas from their customers and that most of our suggestions have already been submitted by others and are already on the road map!
What problems is the product solving and how is that benefiting you?
We wanted to create a better customer experience while making sure our support resources are used efficiently. This has proved challenging with a growing customer base which is why we were looking for a scalable solution - and having an active online community seemed like the right way to go.
With the community in place, our customers can get the information they need in one place, and we're also starting to see a decline in the amount of repetitive questions received by support. Besides that, the community platform facilitates knowledge sharing among our customers who can exchange info about their specific use cases and best practices, which also helps us understand better how our product is used and how it could be further improved. We're also starting to receive more feature requests coming which our product team reviews and considers.
With the community in place, our customers can get the information they need in one place, and we're also starting to see a decline in the amount of repetitive questions received by support. Besides that, the community platform facilitates knowledge sharing among our customers who can exchange info about their specific use cases and best practices, which also helps us understand better how our product is used and how it could be further improved. We're also starting to receive more feature requests coming which our product team reviews and considers.
Great and complete platform, with excellent support!
What do you like best about the product?
It's overall very good. Support is excellent.
What do you dislike about the product?
I haven't found any dislikes, so I don't know.
What problems is the product solving and how is that benefiting you?
We now have a platform were our customers can connect with each other. Also we have a platform on which we - as the company - can reach lots of our customers. Customers can ask support questions and we can share relevant information about e-commerce to make our customers more succesfull.
Recommendations to others considering the product:
Don't look further! inSided is very easy to use and have an excellent support. There a lots of features to make a great online community.
Insided transforms a help center into a new channel for communicating with our customers
What do you like best about the product?
I like the product ideation workflow most. Our clients are able to submit ideas, which are then enriched with SFDC data, allowing our product team to create a roadmap based off facts, and not just whichever client yells the loudest. It also provides our product team with the tools to go directly to those submitted feedback, rather than needing to request access to clients from their account manager.
Insided gives clients the ability to ask questions to us and one another. This is a huge improvement over the client going directly to their CSM or Support, as the information is now democratized and viewable by many, instead of just the requester.
The look and feel for the end user is stunning and unlike other competitors in the field.
Finally, Insided hires people who really care about their clients. Working with my CSM, onboarding manager and a variety of product managers has been a true joy.
Insided gives clients the ability to ask questions to us and one another. This is a huge improvement over the client going directly to their CSM or Support, as the information is now democratized and viewable by many, instead of just the requester.
The look and feel for the end user is stunning and unlike other competitors in the field.
Finally, Insided hires people who really care about their clients. Working with my CSM, onboarding manager and a variety of product managers has been a true joy.
What do you dislike about the product?
Whilst the client facing side of things is really amazing, there is quite a bit I would like to see improved on the admin side of things. Overall, the look, feel and UX is much older than the front end. I don't "want" to use it.
For example, the what you see is what you get editor is very finicky to put it mildly. I find I often have to email support to understand the workaround or submit a bug. Recently our embedded forms didn't work, and I only noticed due to a client reporting it.
Additionally, the SFDC sync seems quite new. The out of the box integration cannot sync the ideation status from Insided to SFDC, so I had to build that on Zapier. There's no concept of merging ideas in Insided, which could be problematic, as we would lose data by deleting one.
All of this said, their team is very quick to help with workarounds and long term solutions to my problems.
For example, the what you see is what you get editor is very finicky to put it mildly. I find I often have to email support to understand the workaround or submit a bug. Recently our embedded forms didn't work, and I only noticed due to a client reporting it.
Additionally, the SFDC sync seems quite new. The out of the box integration cannot sync the ideation status from Insided to SFDC, so I had to build that on Zapier. There's no concept of merging ideas in Insided, which could be problematic, as we would lose data by deleting one.
All of this said, their team is very quick to help with workarounds and long term solutions to my problems.
What problems is the product solving and how is that benefiting you?
Previously, feature requests were a manual process. The CSM would submit it on behalf of the client, our Services team would spend very literal hours mapping that request to JIRA, and then the Product team would prioritized based on this. Meanwhile, the client can't see their idea or interact with it at all. Now, our clients can see their ideas, read comments from the CSM and Product teams, and the reporting is all weighted automatically, saving our organization hundreds of hours over a year.
Recommendations to others considering the product:
Definitely get in touch with the team for a demo. The team is super flexible, helpful and really excited to help build your customer community and help center.
All-around fantastic experience
What do you like best about the product?
From the start of our interactions, the InSided team has been responsive, informative, and incredibly helpful. They made it very easy to choose InSided over the competition and have continued to be responsive and supportive throughout our on-boarding and launch. Our on-boarding experience was fantastic- we decided to accelerate our timeline due to the global pandemic and the team was immediately supportive and stepped in with guidance to help us move quickly.
What do you dislike about the product?
The control environment could use some UI treatment, but I've seen improvements already.
What problems is the product solving and how is that benefiting you?
Using InSided as a custom platform has allowed us to design a brand-cohesive platform for our customers to interact. We can easily set permission and visibility levels for our subscription based customers, announce product changes, host ideation, and more. One of our primary goals was to move away from popular social media-controlled environments to create our own experience, and it has worked perfectly.
A customer experience constantly improving
What do you like best about the product?
I like that the backend is very simple and intuitive. The client can self-manage almost all aspects of the community.
When we change all the design of the brand, change in the community was the easiest thing to do in the company thanks to the insided backend.
In addition, we were able to adapt the community 100% to our brand image since it has many possibilities for customization.
When we change all the design of the brand, change in the community was the easiest thing to do in the company thanks to the insided backend.
In addition, we were able to adapt the community 100% to our brand image since it has many possibilities for customization.
What do you dislike about the product?
The statistics/dashboard are not completely adapted to what we need, they should be able to measure the active users in a non-cumulative way so that it was of value.
In addition, one of the things that most prevents us from maintaining fluent communication with insided is that they speak only in English, that is why we prefer to speak by email but sometimes some conversations are more fluent through call.
We hoped to be able to have a regular support from insided on the successes achieved or on the improvements, maybe a report that via email on a monthly basis, for example, with weaknesses, strengths, threats and opportunities.
Many times when we ask something specific that we need to know for our community, they send us a community link inspired, it would be nice if they attended our query as a particular client.
In addition, it should be noted that we have had several changes of product manager and this makes communication difficult.
In addition, one of the things that most prevents us from maintaining fluent communication with insided is that they speak only in English, that is why we prefer to speak by email but sometimes some conversations are more fluent through call.
We hoped to be able to have a regular support from insided on the successes achieved or on the improvements, maybe a report that via email on a monthly basis, for example, with weaknesses, strengths, threats and opportunities.
Many times when we ask something specific that we need to know for our community, they send us a community link inspired, it would be nice if they attended our query as a particular client.
In addition, it should be noted that we have had several changes of product manager and this makes communication difficult.
What problems is the product solving and how is that benefiting you?
Selfsupport for our customers in Tuenti and an offical communication channel.
Also, the Community helps us detect problems that superusers transfer to us.
Also, the Community helps us detect problems that superusers transfer to us.
Recommendations to others considering the product:
InSided Online Community Platform is a great bet for brands that want to have a simple and 100% customizable service, with very important self-management.
In addition, you have at your disposal all the possibilities for your community, with a complete backend.
Improvements are implemented on the platform without the customer having to do anything at all, it is very helpfull for us. The community is improving without the client having to be aware of doing anything.
In addition, tips and additional information about each module appear on the bakend. There is almost no need to contact your product managers to make any changes.
In the insided team they are very meticulous in the implementation process of the platform and accompany you throughout its construction, from the first step.
In addition, you have at your disposal all the possibilities for your community, with a complete backend.
Improvements are implemented on the platform without the customer having to do anything at all, it is very helpfull for us. The community is improving without the client having to be aware of doing anything.
In addition, tips and additional information about each module appear on the bakend. There is almost no need to contact your product managers to make any changes.
In the insided team they are very meticulous in the implementation process of the platform and accompany you throughout its construction, from the first step.
Great Platform w. Frequent New Features
What do you like best about the product?
inSided is a great platform. For users, it's easy to navigate, and the essential functions you expect in a forum are there - the best answers, likes, comments, etc., are all out of the box. The ideation portal works well too. Comments, likes, and voting are easy to post - and we have a nice integration with Aha for managing our roadmap. While it doesn't host events, just having a list on the site is helpful, and I like the ability to market specific events to groups. I appreciate that it doesn't try to do everything for everyone but focuses on some core functionality and does those well. It's simple to build and customize to look and feel like your brand. They're constantly working on releasing new features - events, groups - and often solicit customer feedback.
What do you dislike about the product?
There's nothing I dislike about the platform. Some features would be great for us, but I recognize they are custom requests. We ended up assigning permissions manually (rather than 3rd party validation), which was time-consuming to catch up on but manageable now. I also spend a lot of time trying to surface topics that need a 1st reply, which isn't OOTB. We'd love OOTB integration with other support systems (besides Zendesk). Assigning permissions on a content level rather than a category level would help with the siloing happening on our site. I'd also love to see customizable widgets for featured content lists on the home page. But I don't have any real complaints about it.
What problems is the product solving and how is that benefiting you?
We're facilitating Q&A between customers, partners, and employees. We're giving our customers a way to connect - something they didn't have before - and share industry knowledge. We host our Knowledge Base there and are working to drive customers to self-serve instead of open cases. We have a private forum for pre-release beta testing. Insided meets A LOT of needs for our company.
Recommendations to others considering the product:
If you're looking for an easy to use system for a community that needs the ability to ask questions, have discussions, and submit ideas, this is a BIG contender.
Listen to their customers, delivering new features
What do you like best about the product?
When I have a question I get helpful answers from all around- product managers, support, customer success. Everyone seems willing to help and stick with me even on tricky issues.
They have a great knowledge base that covers many questions, and are very responsive to other questions.
They've made many major improvements in the platform since we've been with them, most of which we can directly benefit from. They also give access to beta features one-by-one if you ask.
The customer peer group is extremely helpful.
They have a great knowledge base that covers many questions, and are very responsive to other questions.
They've made many major improvements in the platform since we've been with them, most of which we can directly benefit from. They also give access to beta features one-by-one if you ask.
The customer peer group is extremely helpful.
What do you dislike about the product?
CSMs have a lot of turnover, which leaves us hanging sometimes while they hire/train new ones. We've had 3 (or 4?) in less than 2 years.
With a very technical product and super-specialized user base, I have trouble to find advice and sometimes wonder if CSMs understand our business.
Reporting and integrations has room for improvement. The only integration we use is SalesForce, and it is a bit unreliable, so that we still do a lot of manual input.
Also, some of the new features are work-in-progress for a long time, making their usefulness minimal.
With a very technical product and super-specialized user base, I have trouble to find advice and sometimes wonder if CSMs understand our business.
Reporting and integrations has room for improvement. The only integration we use is SalesForce, and it is a bit unreliable, so that we still do a lot of manual input.
Also, some of the new features are work-in-progress for a long time, making their usefulness minimal.
What problems is the product solving and how is that benefiting you?
We've seen our longterm customers and partners respond very well to closer interaction with product development - they like the chance to give feedback and get an early view of roadmap items.
Product team also loves to interact with customers - this makes is very easy for them, and many have taken advantage and become quite active in asking/answering customers directly.
Some superusers have emerged. They give us detailed practical feedback to development, and have started answering peers' questions, which shows a commitment and pride in using our product. It is very heartening to witness!
Product team also loves to interact with customers - this makes is very easy for them, and many have taken advantage and become quite active in asking/answering customers directly.
Some superusers have emerged. They give us detailed practical feedback to development, and have started answering peers' questions, which shows a commitment and pride in using our product. It is very heartening to witness!
Recommendations to others considering the product:
Consider your needs in reporting, integration with other systems, and styling/branding. The admin console still has a few minor bugs but for day to day needs it is not a problem. Reporting is inexact and incomplete, and integrations are basic and few - this hasn't been a major issue for us, as we've found our own workarounds, but in a large organization it should be considered carefully.
However, from my perspective, the functional features are at a high enough level to be useful for nearly any organization as a part of your Customer Success toolkit. I am confident that the platform will keep improving, because inSided is responsive and seems committed to connecting with customer needs.
However, from my perspective, the functional features are at a high enough level to be useful for nearly any organization as a part of your Customer Success toolkit. I am confident that the platform will keep improving, because inSided is responsive and seems committed to connecting with customer needs.
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