Gainsight Customer Communities Pros and Cons

Very good SEO. Great Google indexing, and subsequently, great organic traffic. The UI also, good options for users and staff alike. They have also now improved the analytics section following client feedback. Exports create effective topic lists which you can filter according to what you need, making it better then Google Analytics in many aspect, even with a topic view account available.

Customizable: you can edit, change, test easily and quickly on the front end. AND you can add your own HTML to make it truly unique. With regards to the integrations Insided allow, we as a community are no way making the most of what is on offer, with federated search, embeddable widgets and more, allowing you to combine your community content with your other online help resources, IF THERE IS THE APETITE INTERNALLY TO DO SO.

Great support when things go wrong. And great advice from Kenneth our CSM. Kenneth is great, I can't say that enough! Review collected by and hosted on G2.com.

Content creation, it's a bit glitchy, jumpy, and the tables are tricky to edit. Also features such as losing your message when you toggle between pages, and mobile display setting options.

Feature requests seem to be predominantly vote based, so unless members of the Inspired community see your idea suggestion and vote for it, you won't see it be a priority. Review collected by and hosted on G2.com.

The platform is very easy to use, comes with a lot of features, and the support we receive is fantastic. The platform has scaled with us really quickly, and all of our members are very happy with it too.

Our CSM, Oliver, is especially brilliant — whether it is his client management, response time, creativity, or ideation, he's really on the ball. Plus, he's a lovely person. Review collected by and hosted on G2.com.

There isn't anything to dislike, really. We have a few features on our wishlist, but Rome wasn't built in a day. Review collected by and hosted on G2.com.

The direct access to customer feedback provided by the IFS Community is invaluable, enabling companies to gather insights for product improvements and innovation. The opportunity for co-creation of products and services with engaged community members, who also act as brand advocates, is a significant advantage. The ability to customize the layouts is excellent, and I am very pleased with the support we receive in case of any issues. Review collected by and hosted on G2.com.

The control panel can be a bit slow; however, this is negligible. I am excited about the current roadmap and the new features that are being implemented. Review collected by and hosted on G2.com.

Very user friendly. Beautiful software. Easy to use. Review collected by and hosted on G2.com.

I would have to say I don't like that it is not as easy to send a suggestion. Review collected by and hosted on G2.com.

Certainly the good customer service. Every customer gets their own CSM who is always there to help and advise them.

The software itself does everything it needs to do. It has a clear administration interface that is kept very modern. In addition, Gainsight is always trying to implement new features that make handling even easier and better. Review collected by and hosted on G2.com.

There is a bit of a lack of functionality in some areas, but this can be largely ignored Review collected by and hosted on G2.com.

Out of the box features are good and customization is easy. There are many options for how you want to structure your community and the analytics are sufficient. They are coming out with new features often and do a good job of listening to their clients when it comes to product enhancement. Good support and an excellent CS team. Review collected by and hosted on G2.com.

Would love to have seen more multi-product features (though I think more will be coming out soon). Some of the customizability on pages except the home page were lacking. It was difficult to show the information that I wanted for the different product categories that I had. Some custom coding is necessary to get the most out of this software. Review collected by and hosted on G2.com.

With Insided/Gainsight (legacy customers here!), we have grown our customer community from 62 beta testers strong to over 10000 members in the span of a few short years.

As part of our continuous efforts, we can continue to enhance the functionality and integrations with platforms like Slack, Salesforce (SFDC), and our own product organization to improve the feedback loop. The software integrated beautifully with our tech stack, and we still haven't tapped into ALL of the system connections possible.

One of my personal favorites is the ability to customize the homepage. This allows us to toggle and tweak the overview of elements that are most important to our members.

The capability to customize third-party scripts ensures that nearly all phrases and wording align with our community brand.

Overall, the platform is highly flexible, and the provided widgets are notably easier to use compared to other platforms.

Since the implementation of these features, we have observed significant engagement that continues to grow. Our community members find the platform intuitive and easy to navigate, which has positively impacted their overall experience and participation (approx 80% adoption among customer base!) Review collected by and hosted on G2.com.

I wish the homepage was even more customizable with more options to design, slide, and dice widgets etc. Review collected by and hosted on G2.com.

It was very easy to connect with other professionals. I liked that I was able to build relationships easily on this platform. I also thought it was interesting to hear other leaders stories and experiences. Review collected by and hosted on G2.com.

Not all discussions had high engagement. Also became a bit overwhelming in the start with everything. Review collected by and hosted on G2.com.

Rather than talk about specific features (of which there are many), I'd rather highlight that Gainsight and before that InSided have been a fantastic partner for many years now.

Rather than a vendor, they are a true partner that's consistently worked with us to meet our goals and objectives, they listen to our feedback on existing and in-development features to improve their product offering.

Our CSM is great at fostering relationships with between community teams at other enterprises where the platforms are at a similar lifecycle stage, allowing for the sharing of ideas and collaborative initiatives. Review collected by and hosted on G2.com.

Depending on your needs, you may find the navigation is a little outdated (especially for mobile) when compared to other platforms where their features are similar to more well-known Social Media sites.

Reporting dashboards could be a little more portable. It's all accessible through API but if you just want a downloadable or automated mailout of dashboards to senior leadership, the only solution requires more manual input. Review collected by and hosted on G2.com.

Gainsight is intuitive and simple to use, I was able to create our entire community with the support of 1 graphic designer. The ease of use tied to the Control or back end is why we ultimately purchased Gainsight over other community software. Review collected by and hosted on G2.com.

I don't love the Event section or the reporting but both of those are on the roadmap for this year. Review collected by and hosted on G2.com.