Now that we've onboarded several BAU products with Insider, the following is working well.
Local support (AU)
- The AU team have been responsive and endeavoured to assist with challenges in getting assistance from overseas support when solutions aren't available locally. They available to meet frequently and have run useful workshops with the team here in our office to get the ball rolling in new product spaces.
UI
- This is mostly smooth and easy for non-tech users to engage with. Navigation between products is easy and the segmentation capabilities across channels is really useful.
Architect
- Is easy to use and provides strong A/B Testing capabilities through drag-and-drop functionality. Reporting is also insightful here, however we've found reporting across multiple versions of the same journey can be tricky.
Paid Media connectors
- These are easy to setup and enable, leveraging the segmentation capabilities easily. A build here would be to integrate settings that auto add/remove users from an audience without Architect Journeys Review collected by and hosted on G2.com.
We've had a number of challenges with Onboarding and scaling Insider quickly. Summary is as follows:
Overseas support (Non-AU)
- Core capabilities for products are overseas and it's hit and miss on which product gets responsive support. For example, Web SDK team were great and would answer questions overnight (AU-time) and hop on calls to solve. App SDK team struggled to support for AU, were rarely available and took a long time to respond.
Documentation / UI Functionality Inconsistencies
- Documentation seems often inaccurate / inconsistent - This lead to lost time investigating how the system actually works. For example, webSDK wizard and academy had different format of payloads for the same event or the fix for a deep linking issue wasn’t actually available in Insider Docs, but was instead stored in Google docs. We discussed a documentation audit and hopefully this happens soon.
- UI Functionality doesn't always work as expected and often requires back-end activation without notification/documentation of this. For example, the docs and system suggest that adding an Unsub number to mobile messaging settings will update which instance the unsubs will be recorded to. In reality, Insider’s team need to make this change on the back end.
Platform / Data Consistency
- We've had a number of platform inconsistencies which impact the data passing through from Data Sources and integration settings. This has resulted in data loss, opportunity loss in stalled campaigns and onboarding challenges, especially in the App (functionality would drop off randomly during integration). Monitoring of data feeds and pre-release announcements would really assist to mitigate here.
App SDK
- We like the functionality of the EXPO SDK but can't onboard it as it's not suitable for our App. It seems from the provided docs that the Expo SDK is intended for use with Expo-ejected apps, which ours is not. Ours relies on the central prebuild method which handles generating the native code (e.g. App Delegate files), which is why we can't just simply manually modify those files, and need a plugin to handle those kinds of changes. Ejection was fully deprecated back in August 2022, and so would not be an appropriate method for us going forward, if that is what is required to make the Expo SDK work. Without something like an Expo plugin to implement the missing features, it's likely it would only continue the same issues we are currently experiencing with the native SDK Review collected by and hosted on G2.com.
1,086 out of 1,087 Total Reviews for Insider
Overall Review Sentiment for Insider
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We have been using many tools from Insider such as Onsite, WebPush, and Smart Recommender. Though all the tools we have used are best in their own right and we intend to use a couple of more tools in the near future, my personal favorite is the Smart Recommender. It's truly transformed the user experience, and now we are able to showcase exactly what they wish to see which nudges their sweet spot and we are able to get conversions in a jiffy. Review collected by and hosted on G2.com.
Understanding the capability of various tools and utilizing them to their full potential sometime, however the Insider support team helped us navigate through these and in a short span of time we were able to leverage the tools to our advantage. Review collected by and hosted on G2.com.
Insider is a very potent, all-in-one platform that functions smoothly like clockwork. It has proven highly capable and effective for us, and we have witnessed consistent growth in CTR using their Smart Recommender. Revenue from these clicks make up almost 24% of the overall website revenue, so we are quite happy with the growth we have achieved using Insider.
The team has also been very helpful in shaping an O2O strategy that works. The biggest advantage that we have had from using Insider is how we now have to use only one platform to carry out many different marketing functions as opposed to separate individual tools that are hard to keep track of. By eliminating these silos in our work flow, Insider has effectively made our marketing team more productive and efficient.
Insider’s Customer Data Platform has helped us integrate data that existed in silos and bring it into one central location from where we could gain actionable insights to launch campaigns across channels. The CDP has been central to all our business functions and has helped us improve the cross-channel experience for our users. Review collected by and hosted on G2.com.
It takes a fair amount of back and forth between our team and Insider’s to finalize email campaigns. This is something we would like to see improved. It would be great if we're able to build campaigns on our without needing too much support. Review collected by and hosted on G2.com.
-Impressive capabilities to personalize recommendations. We have found a perfect tool that auto-optimizes product recommendations for every customer.
-Insider’s Instory tool provides us the best way to highlight personalized products as soon as the user lands on the home page.
-We can create hyper-personalized stories and recommendations to faster product discovery. Review collected by and hosted on G2.com.
Sometimes it’s hard to enable the custom web templates along with Insider’s existing templates. We would appreciate it if we have a function of “import-your-design” for the web templates. Review collected by and hosted on G2.com.
Insider’s AI-powered Smart recommender was perfectly optimized with our website and kept users on it by delivering results that were relevant to their searches. Also, if there wasn’t enough data to evaluate users' behavior it showed some outcomes that they would appreciate rather than not offering any result. This retained our customer's interest in us and helped our team to create an enriching experience for them that drove our engagement rate and ultimately worked to rapidly sell our products. Review collected by and hosted on G2.com.
The algorithm was flawless, but we required some help getting accustomed to the platform. Their customer support team worked parallelly with us to guide us to newer features and capabilities that were in line and allowed us to fully utilize the tool's features. Review collected by and hosted on G2.com.
I feel Insider is a powerful tool and helped us in addressing various challenges in the past month. I just love the fact that the Insider team is so supportive and suggested that we should use AI-powered user segmentation to personalize our home page for different audience segments. We are delivering a tailored experience for every customer who is visiting our website. Review collected by and hosted on G2.com.
Migration was smooth, and the Insider team prepared onboarding personalized to our business and needs. But it would have been great if we could complete the onboarding a little early. Review collected by and hosted on G2.com.
The capabilities of Insider’s products are extremely impressive. We found it simple to integrate numerous tools to accomplish segmentation, thanks to the flexibility and user-friendliness of the technology. This enabled us to engage the right customer audiences with the right messages to maximize revenues.
Additionally, the support team at Insider impressed us greatly with their combination of extensive global experience and local market knowledge. We highly recommend Insider to any company seeking to enhance its channels. Review collected by and hosted on G2.com.
We’ve had a great experience so far but feel that the price could be adjusted more based on revenue. Moreover, there are no direct ROI measurement dashboards on the panel, which would have definitely been helpful. Review collected by and hosted on G2.com.
It is easy for us to create fully connected journeys for users across different channels and provide them with personalized experiences through price-drop and back-in-stock notifications. Insider’s advanced version of A/B testing provides outstanding and accurate results. Review collected by and hosted on G2.com.
We are using Web Suite and Architect tools, and both have different analytics dashboards. It would be good to have one consolidated dashboard that would help us make better marketing decisions. Review collected by and hosted on G2.com.
The best thing about our Insider experience was the segmenting capability present in the Web Suite. The ability to connect with our users online and get to know them better through Architect and tailoring customer journeys that led to conversion was very satisfying as well. The technical support we received from Insider was remarkable and helped us solve the problems that lay ahead of us, enabling us to succeed in lead generation and improve our sales too. Review collected by and hosted on G2.com.
Not really a con, but worth mentioning that if the user cannot be identified, then the online and offline efforts of converting leads would become difficult. Improvement here will be great. Review collected by and hosted on G2.com.
Our campaigns are on point now. The CDP helped us gather customer data from multiple channels and build a unified customer profile. We like the dashboards, they give us insights that enhance our targeted marketing efforts.
-Sending timely and relevant updates to our customers on WhatsApp and SMS has increased sales significantly. Review collected by and hosted on G2.com.
Initially we found it very tedious to integrate all the customer data points into the CDP, but the insights that we got were invaluable. Review collected by and hosted on G2.com.
1. Creating unified customer profiles for precision targeting becomes easy with CDP. It gives us a 360-degree view of consolidated user data across web and mobile.
2. For us the best part is that we can deliver consistent and hyper-personalised experiences for our customers with the Mobile App. Review collected by and hosted on G2.com.
Setting up the initial data pipelines took some time, but once integrated, the CDP streamlined campaign execution and audience segmentation. Review collected by and hosted on G2.com.
