230 Gainsight Customer Communities Reviews
Overall Review Sentiment for Gainsight Customer Communities
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Intuitive Design, I didn't have much time to get acquainted so was glad it was not too complex. You can access it frequently or as you please which is nice. I have not gotten stuck when using the system, but it seems relatively easy to seek help or support if needed. Review collected by and hosted on G2.com.
Modernise the design, doesn't feel like a new platform. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
The platform has a modern look and feel that some incumbents are working to catch up to. But regardless of the out-of-the-box UI, Insided offers the most robust options I've seen for styling and customizing your community. From the ability to change any standard phrase, to theming and styling, to extending functionality via the API, to customizing experienes with CSS and HTLM ... there's not often an answer of "that can't be done." Of course it'd be great if everything was out-of-the-box ready, but this is just as good in reality. Rather than hardcode based around a "good for most" use case, Gainsight Digital Hub usually gives their customers the tools they need to customize to specific use cases. They've made specific gains on this in the past year with user segments, email campaigns, and custom pages. Most importantly, I am confident in their road map. Their vision of a customer hub fully aligns to our community strategy and new tools for personalized experiences (including AI assisted search) will take our cx to the next level. Review collected by and hosted on G2.com.
As a newer platform that is quickly scaling, there are sometimes inconsistencies between modules or functionality. Most of my pain points have come back to some version of "this is pretty much the same as [that other thing], why does it work slightly different?" However, this has been a point of emphasis for them over the past three quarters, and they adjusted their engineering approach after exposing some inconsistencies in how things have been developed. As a result, my experience has been much better and with little complaint over the past six months.
Sure, there are some functionality aspects I wish were already available, but that's the trade-off for choosing a newer platform in the space.
As this continues to be addressed, my biggest pain point is just eagerly anticipating the engagements they're developing. I love where the road map is headed and can't wait to get my hands on some upcoming features. Review collected by and hosted on G2.com.
I appreciate the easiness with which I can determine what topics need action, with the available dashboards. We're slowly exploring all other options available and I'm excited to start implementing them to support our clients better. Review collected by and hosted on G2.com.
It's just a tiny thing, but when responding to topics as a moderator in the backend, the layout of what you're writing doesn't come up the exact same way on the live platform. Mainly, the spaces between paragraphs can easily look way to small or way too big, making the text less easy to read for members. Same goes for not being able to determine where a picture should show up on the page. Review collected by and hosted on G2.com.
I've had the opportunity to use the no code community platform for some time now and overall, I'm pretty happy with my experience. The platform provides a user-friendly interface and an easy-to-use system that allows me to connect with other users, share knowledge, and collaborate on projects. The community aspect is a particular highlight, as it allows me to network with other like-minded individuals and access a wealth of information that I may not have had access to otherwise. Review collected by and hosted on G2.com.
However, there are a few areas where I think the platform could be improved. One of the main issues I've encountered is that the platform can be too inflexible at times. While there are many pre-built templates and features available, there are times when I've wanted to customize things more, and I've found that the platform doesn't always allow for that level of flexibility. This can be frustrating when I want to create something unique or when I need a specific feature that isn't available out of the box. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
the transparency and highlight of what is new, as well as who has engaged with what content is brought to the foreground which invited to further participation by users. Review collected by and hosted on G2.com.
the management part could be better. Simple features such as having new threads/KBs/aricles on top rather than on bottom would be very nice to have. It is the most frustrating aspect of the product. Also there are many sub forums where you cannot post, unless you go through the management tool. With these things fixed, 10/10 Review collected by and hosted on G2.com.
The Gainsight Digital Hub online community allows you to connect with other community managers and receive many tips and guidelines on implementing initiatives to help accomplish your community goals. Review collected by and hosted on G2.com.
Sometimes I dont receive notifications or updates when there are new events and I want to make sure I hear about all of them. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
