Gainsight - Customer Communities
GainsightReviews from AWS customer
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I had a great experience using the InSided platform!
What do you like best about the product?
One of the best things about InSided is the community itself. I found huge benefit from the InSpired community that revolves around the InSided platform. Whenever I had a question, whether around the platform itself or around the business of community, there were people who were willing to take time out and help.
What do you dislike about the product?
One thing that I felt was missing was the ability to easily build and send an email newsletter to community users. We would manually collect some of the best content and promote to our user base, but the ability to quickly identify and aggregate content that ranked high based on our priorities or metrics would be hugely beneficial.
What problems is the product solving and how is that benefiting you?
When we purchased InSided, our goal was to become the #1 online destination for medical devices. The InSided community platform has helped us move much closer to that goal of connecting MedTech professionals and becoming a one-stop shop of MedTech resources.
InSided Team is outstanding, configuration is easy, platform lacks some key functionality.
What do you like best about the product?
It is easy for community members to use and for administrators to manage. The InSided team from pre to post-sale is very responsive and genuinely interested in helping us reach our goals.
What do you dislike about the product?
The platform is missing basic aspects of a community designed for member engagement. There's no threading in conversations (the reply to replies) that you see on platforms from LinkedIn to Slack and that most users expect. There's no member directory or notification center.
What problems is the product solving and how is that benefiting you?
Our InSided community will improve our customer experience and ease the burden from CS resources by providing access to product documentation and education and by allowing customers to ask and answer questions. Worth noting that we have just launched our community so these our benefits we hope to achieve but have not yet obtained at scale. In addition a significant amount of our value will come from the content we placed on the platform and not necessarily the platform itself.
This platform made building out a community on my own a snap
What do you like best about the product?
What I like the best about the Insided platform is its ease of use. The drag-and-drop widget-building format allowed me to get a v.1.0 of my Community up independently with minimal intervention or support from their team or my team. As a Community team of one, this saved valuable time and allowed me to focus on other tasks. Additionally, having the Insided "insider" community was a massive benefit for me as a customer as it allowed me to seek out help and support from not only Insided employees and well-versed customers using the platform.
What do you dislike about the product?
Certain features promised to me during the sales cycle (Email Campaigns) were unavailable when starting our community. I was allowed access to the feature beta program but it was not available for our launch which contributed to a poor onboarding experience for some of our new members at launch.
What problems is the product solving and how is that benefiting you?
Allowing us to create an online space where our customer-creators can connect with resources, our team and one another to help them become more proficient and inspired in the use of our platform
Comprehensive,
What do you like best about the product?
It's easy to navigate, easy to update, easy enough to learn and it pretty much has all the features required to make our Community a Hub for our customers and staff.
What do you dislike about the product?
The Beta tests are great and easy enough to be a part of, but sometimes they are missing valuable features. That said, the team at Insided are very responsive and receptive to feedback and listening to you. Would benefit from more flexibility with widget placement regarding the structure/layout.
What problems is the product solving and how is that benefiting you?
A bug within the campaigns feature was acknowledged within an hour of me posting it and remedied shortly after. When it comes to supporting my internal battles with stakeholders, Insided are always onhand to provide me with the required metrics to prove my case and support the development of the Community.
An accessible and complete community tool
What do you like best about the product?
It is a complete tool that gives you almost everything you need to manage a community without the need for programming yourself. With a lot of basic knowledge you can quickly build the platform the way you want it. Handy features are also regularly added, such as recently custom pages and the option to provide separate updates about your products. This helps us enormously in centralizing and being transparent about our product updates and gives members the opportunity to provide targeted feedback, so that we can continue to develop in a more targeted way. This gives members an even greater level of engagement. For reference: we use Insided for business to consumer for a telecom provider.
What do you dislike about the product?
For very large communities, there is room for improvement in terms of search. I would like to see search in (larger) topics added to help members find their information better and to increase the reusability of content. I am also satisfied with what the platform can offer us.
What problems is the product solving and how is that benefiting you?
The content that arises from questions and discussions is valuable content for us that can help other customers. Good content demonstrably helps us to deflect customer contact via manned channels. In addition, we are increasingly using the platform as input for feedback in order to further develop our services and products.
Solid community tool in a crowded space!
What do you like best about the product?
InSided was able to help us get our community up and running quickly. The setup was relatively easy to self-serve, and the support we got from the InSided team was great.
What do you dislike about the product?
The admin side of things leaves something to be desired. The controls are more complex than other tools I've used in the past.
On the user experience side, I wish there were more out-of-the-box visualization options. You can choose to do almost anything that you'd like if you have the skills or resources to write your own CSS but most community teams don't have access to those resources.
On the user experience side, I wish there were more out-of-the-box visualization options. You can choose to do almost anything that you'd like if you have the skills or resources to write your own CSS but most community teams don't have access to those resources.
What problems is the product solving and how is that benefiting you?
We needed a tool that would help us drive scaleable one-to-many support and provide a way for our customers to connect and share ideas with other customers in similar verticals or roles. InSided allowed us to set up the digital spaces to create these experiences.
Decent Platform- Excited for Potential
What do you like best about the product?
It seems pretty customizable and is easy to use.
What do you dislike about the product?
Emails from insided are consistently blocked by our users spam filters, a critical problem that I hope they can help fix.
What problems is the product solving and how is that benefiting you?
A place for our customers and users to ask questions and gain insight from other users without having to rely on MX. Still working on gaining an actual community, but I believe it will get there!
inSided is Incredibly Impactful
What do you like best about the product?
inSided has undoubtedly changed our community strategy for the better. The platform's robust analytics and reporting tools allow us to track and analyze user engagement, measure our content's impact, and identify improvement areas. These insights will enable us to make data-driven decisions that improve our community's overall effectiveness and impact.
What do you dislike about the product?
The platform's user interface can be confusing and overwhelming for first-time users, and the onboarding process may not be as straightforward as it could be. This can result in a steep learning curve for some users, which may lead to frustration and a slower adoption rate.
What problems is the product solving and how is that benefiting you?
InSided helps users self-service their technical issues and get immediate responses from other community members and past respondents rather than waiting for a response from our Customer Service Team. It saves us money and time.
A Well-structured platform for your online communities, with lots of potential for growth.
What do you like best about the product?
inSided is an overall reliable platform that can provide a well-structured forum.
It is easy to use and intuitive for our end users.
The content is easily findable for members. We know that because there are hundreds of old threads that have a lot of views - even months after a thread has been solved, the comments yield a lot of knowledge.
It can be integrated with Zapier to extend on the features and build workflows - this gives us (almost) endless possibilities.
"Third Party Scripts" can unlock new features and customizations.
Our CSM is friendly and puts a lot of effort into fulfilling our demands.
I really like the flexibility that it gives us: content can be moved around and their title can be edited at any time. While the URL changes, the old URLs will always redirect the user to the right place.
The Homepage is quite personalizable and a lot of elements can be tailored to your needs.
Some of our feedback is being listened to - a few of the suggestions that I shared were actually implemented in the next year. I have attended a handful discovery calls and product interviews, and those have always been a positive experience.
It is easy to use and intuitive for our end users.
The content is easily findable for members. We know that because there are hundreds of old threads that have a lot of views - even months after a thread has been solved, the comments yield a lot of knowledge.
It can be integrated with Zapier to extend on the features and build workflows - this gives us (almost) endless possibilities.
"Third Party Scripts" can unlock new features and customizations.
Our CSM is friendly and puts a lot of effort into fulfilling our demands.
I really like the flexibility that it gives us: content can be moved around and their title can be edited at any time. While the URL changes, the old URLs will always redirect the user to the right place.
The Homepage is quite personalizable and a lot of elements can be tailored to your needs.
Some of our feedback is being listened to - a few of the suggestions that I shared were actually implemented in the next year. I have attended a handful discovery calls and product interviews, and those have always been a positive experience.
What do you dislike about the product?
Like every software, there are some shortcomings:
The Event Area is very limited in functionalities and a Notification Center is missing completely. However, I believe that improvements on this end are already underway.
The Ideation Area is missing some core features that are present in other modules (e.g. displaying ranks, and the ability for end users to edit their comments).
What is also missing: bulk actions for posts (e.g. it is not possible to bulk-move multiple threads into a new subcategory). It is also not possible to change certain fields of user profiles in bulk.
For a small community with a handful thousand members, moderation is manageable. However, we would really wish to have a better and more scalable way to manage our moderation processes in the backend.
Customization is lacking, especially in the "Activity Stream" (the "news feed" of the home page) - users can sort by "newest" but not e.g. by trending, most popular, most views, etc.
The Event Area is very limited in functionalities and a Notification Center is missing completely. However, I believe that improvements on this end are already underway.
The Ideation Area is missing some core features that are present in other modules (e.g. displaying ranks, and the ability for end users to edit their comments).
What is also missing: bulk actions for posts (e.g. it is not possible to bulk-move multiple threads into a new subcategory). It is also not possible to change certain fields of user profiles in bulk.
For a small community with a handful thousand members, moderation is manageable. However, we would really wish to have a better and more scalable way to manage our moderation processes in the backend.
Customization is lacking, especially in the "Activity Stream" (the "news feed" of the home page) - users can sort by "newest" but not e.g. by trending, most popular, most views, etc.
What problems is the product solving and how is that benefiting you?
inSided helps us centralize all the most important customer communications in one place - the benefits of community are enormous.
The most valuable aspect is having a well-structured database of questions and answers, all submitted by users, so other users can solve their problems with one click. This saves time on both ends - our customers and our support agents.
The most valuable aspect is having a well-structured database of questions and answers, all submitted by users, so other users can solve their problems with one click. This saves time on both ends - our customers and our support agents.
Love using inSided
What do you like best about the product?
I really enjoy having all our questions in one area for our product. Our users have a voice when using our product. I apprecite the back end of the controls to look at everyone's profiles, badges and gamifications.
What do you dislike about the product?
I am looking forward to seeing some of the ideas become apart of what we, as users, can do with our platform.
What problems is the product solving and how is that benefiting you?
It is giving our consumers a voice in our product and it is wonderful to see our users engaged with the product to give us the use cases. Additionally they teach us something new each day too!
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