What do you like best about the product?

Insider offers highly advanced personalization capabilities across websites as well as channels like email, SMS, push notifications, and WhatsApp. I especially appreciate the intuitive interface, the ease of building customer journey scenarios, and the ready-made integrations with other marketing tools. The platform enables fast testing and deployment of campaigns, which significantly accelerates the optimization process of marketing activities. Customer support is also excellent — they are always responsive and helpful in resolving any issues.

What do you dislike about the product?

The UX of the platform could use some improvements in certain areas. When managing a larger number of scenarios or campaigns , navigating the interface becomes less convenient — it’s difficult to quickly find a specific journey, and there’s a lack of advanced filters, sorting options, or clearer navigation. Sometimes, selecting certain options (like when creating segments or rules) requires too many steps or isn’t fully intuitive. Given how feature-rich the platform is, a smoother and more user-friendly UX would significantly improve the daily workflow.

What problems is the product solving and how is that benefiting you?

Insider helps us tackle the challenge of delivering personalized, multichannel marketing at scale. By unifying customer data and enabling precise segmentation, we can create tailored experiences across web, email, push, SMS, and WhatsApp — all from one platform. This improves customer engagement, conversion rates, and overall campaign effectiveness, while also saving time thanks to automation and intuitive journey building.

What do you like best about the product?

Insider’s responsive templates make activation effortless, allowing us to design a single onsite scenario across all platforms. The recommendation carousel is easy to customize, helping us boost specific products, and the intuitive interface simplifies campaign management.

What do you dislike about the product?

For custom designs not available as templates, we need support from Insider’s Help Center, which can slow down execution.

What problems is the product solving and how is that benefiting you?

Insider is helping our brand to grow and to explore new trends and possibilities regarding best practices in ecommmerce.

What do you like best about the product?

I appreciate how easy the tool is to use and how it significantly simplifies daily work, driving substantial business results. It is a highly effective tool for customer communication with our brand.

What do you dislike about the product?

I believe there are some improvements to be made, but nothing that critically impacts daily work. Just a few enhancements related to segmentation methods and result reports.

What problems is the product solving and how is that benefiting you?

Our top priority was improving our app experience, and Insider was a game changer! Features like App Push, Recommendation, and Personalisation were useful in creating engaging campaigns and driving repeat visits. Because of the app's intuitive design, We were also able to stay one step ahead of what our customers were anticipating.

What do you like best about the product?

The Insider platform excels easy to implement Google Tag Manager Integration and with support from their technical team, our integration was super smooth. Their Architect and Personalisation modules are next level with easy to use drag and drop campaigns builder. We use Insider daily basis to pull all the reporting in live to make data driven descion and build future campaign ideas.

What do you dislike about the product?

Although the assistance from Insider is excellent, it would have been nice to have longer onboarding session to cover various modules. They did provide online guides and PDF with other important information to understand all their products.

What problems is the product solving and how is that benefiting you?

Insider has provided valuable data from A/B testing landing pages, website elements and variouse email and other communication channels A/B test data to sharpen our marketing strategy and draft nice marketing materials. Insider also helping us to make an urgent camapigns to test the data, build Architect journeys to target our potential customer on their buying journey and most imprtantly the reporting to understand overall impact.

What do you like best about the product?

Insider has a number of features and products which we love however, I must say that their support team is brilliant and probably the best in the business when it comes to going over and beyond for their clients.

What do you dislike about the product?

We have mentioned to our account managers that we would Insider to expand their Web templates selection as well as making the template builder /Onsite Experiment module to be a bit more intuitive i.e. Someone with 0 or Little knowledge of coding should be able to easily create a web template.

What problems is the product solving and how is that benefiting you?

Insider is helping us integrate our CRM Data with our Email & SMS marketing function whilst providing us with user interaction data and audience segmentation which was proving to be difficult in the past. Additionally, Insider has been extremely useful in creating web templates and experiments for us to conduct A/B tests on our landing pages. This has been extremely helpful and insightful during our peak seasons to capitalise on the increased number of users on our clients website.

What do you like best about the product?

The ability to test and trial new functionality on website before we add it to backend as a permanent feature. Gives us flexibility to test what our customer truly engages with.

What do you dislike about the product?

Time it can take to get some campaigns live and back and forth with developers can get a bit overwhelming at times.

What problems is the product solving and how is that benefiting you?

Understanding how our consumer behaves and what they engage with most. With limited consumer insights from a total brand level, Insider tests can help bridge this gap in knowledge.

What do you like best about the product?

Easy to use platform, with a responsive development team.

What do you dislike about the product?

Often small changes need development team.

What problems is the product solving and how is that benefiting you?

A/B Testing
UX improvements

What do you like best about the product?

-The automated workflows on the Whatsapp allowed us to set up triggered messages based on user actions.
-We could quickly set up personalized offers and reminders on WhatsApp which instantly drove more conversions

What do you dislike about the product?

The platform had a lot of advanced features that we didn't use, later Insider’s training sessions reminded us to use them.

What problems is the product solving and how is that benefiting you?

Our main concern was that we had a lot of dormant customers on our platform. We needed help in reactivating these customers. With the Whatsapp, we automated reactivation flows for real-time communication. This mix of Insider’s solutions led to a notable increase in reengagement and transactions for us.

What do you like best about the product?

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

What do you dislike about the product?

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

What problems is the product solving and how is that benefiting you?

By aligning our CDP with our Marketing Automation platform, we found greater speed to market with initiatives, especially when building and leveraging audiences. We have also aligned all of our Digi Direct Marketing channels into the same platform, which uplifts capabilities in frequency management, reporting and customer journeys.

What do you like best about the product?

Making dreams come true selflessly With agile approach

What do you dislike about the product?

Sometimes it may take time to come together on a solution involving different teams because work plans have already been set in advance. Buffer time can be allocated for some situations.

What problems is the product solving and how is that benefiting you?

We use whatsapp business api not for marketing purposes, but to communicate with employees in emergency situations. Insider also helps us when we have questions about reporting, product and process, product usage, integration. It also mediates and informs us about meta-related issues.