Gainsight - Customer Communities
GainsightReviews from AWS customer
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It works just fine for me at work
What do you like best about the product?
The movement is fast and it’s really nice
What do you dislike about the product?
Nothing to dislike about the soft where it’s very different
What problems is the product solving and how is that benefiting you?
Shipping
Recommendations to others considering the product:
I don’t know
Great product with good support
What do you like best about the product?
The look and feel of the product, the options to personalize, the simpleness and the support.
What do you dislike about the product?
The e-mail confirmation when a customer question is answered. It is not fully clear when a customer receives this e-mail. Also, if a question is answered but a customer asks another question or thinks the answer is not sufficient, the reply is not marked as a unanswered question.
Another subject is the direct mail which is not visible for team members. If a moderator is sick (for example), the e-mails remain unanswered.
Another subject is the direct mail which is not visible for team members. If a moderator is sick (for example), the e-mails remain unanswered.
What problems is the product solving and how is that benefiting you?
Giving our customers a platform to ask and answer question to and for other customers, or share information and experiences. The purpose is an increase of the customer satsifaction and self support.
Amazing community solution with professional implementation guidance
What do you like best about the product?
The community solution of Insided is enterprise-ready, customisable community platform with an intuitive user interface. Their project team is amazing and very responsive. They really do their best to make the launch of the community a succes. Also the easy integration with Google Analytics and their own community statistics dashboard is great.
What do you dislike about the product?
The look & feel (template) is standard for all customers. It looks really okay, but it would be great if we could have the main templates more adapted to our website design.
What problems is the product solving and how is that benefiting you?
An official space for customers to ask & answer questions and share experiences. Especially for the long tail of questions and answers. The community is 24/7 alive and also prevents live contact with our customer service department.
T-Mobile Community InSided
What do you like best about the product?
The functionalities of the InSided platform are very easy to learn and don't require any additional training. Within the InSided platform you will find all the requirements to run a succesful community.
What do you dislike about the product?
The template is quite standard for all customers of InSided. This means that requested changes can take quite some time to be implemented on all of the platforms, for all of the customers.
What problems is the product solving and how is that benefiting you?
Our community is providing our customers with a channel to find their answer immediately, without having to take the time out of their day to get in touch with a customer service rep. This saves the customer (and us) time and can save a lot of money for the company.
Effective, simple and easy to use
What do you like best about the product?
The implementation process was very smooth and the inSided team has been very helpful and very responsive through implementation and continuing since we launched.
The platform has really nailed the core features of community engagement. It's easy and intuitive to use, especially on the user-facing side. It's simple which makes it look great and very easy to add our brand feel to it. The backend provides an efficient workflow for moderating and responding to posts and customizing the look and feel.
The embeddable widgets are a great feature which we will definitely be making use of soon to integrate parts of our community more closely into our product.
The platform has really nailed the core features of community engagement. It's easy and intuitive to use, especially on the user-facing side. It's simple which makes it look great and very easy to add our brand feel to it. The backend provides an efficient workflow for moderating and responding to posts and customizing the look and feel.
The embeddable widgets are a great feature which we will definitely be making use of soon to integrate parts of our community more closely into our product.
What do you dislike about the product?
The data provided in the analytics dashboard is pretty comprehensive and well-presented but it's awkward to get custom views, especially if you want to pull the same views regularly.
It doesn't offer the option to send emails to many members, either newsletter-style or automated, targeted life-cycle type.
Options for customization are limited, even if we had our own engineers work on it.
It doesn't offer the option to send emails to many members, either newsletter-style or automated, targeted life-cycle type.
Options for customization are limited, even if we had our own engineers work on it.
What problems is the product solving and how is that benefiting you?
Attracting and converting new users to our site, retaining customers and customer success.
Recommendations to others considering the product:
It's a great alternative to some of the big names whilst still providing all of the most important features. They're also very focused on improving and taking into account customer suggestions and requests.
Intuitive platform & great partnership
What do you like best about the product?
- Partnership with the inSided team: despite the tight deadlines, we were able to succesfully launch our community platform. After launch, we continuously have contact with several inSiders. They keep us involved and challenge us on several business goals.
- The platform is very intuitive, especially on the front end: what you see is what you get.
- The customer service: a friendly support team, that gives quick responses.
- The embeddable widget feature: this enables us to easily integrate the platform with our own software and with our ticketing system Zendesk.
- The platform is very intuitive, especially on the front end: what you see is what you get.
- The customer service: a friendly support team, that gives quick responses.
- The embeddable widget feature: this enables us to easily integrate the platform with our own software and with our ticketing system Zendesk.
What do you dislike about the product?
The platform is sometimes a bit to ''basic'' for us. As the community becomes more and more important for us, the platform needs to have an upgrade when it comes to several features that will improve content management.
What problems is the product solving and how is that benefiting you?
The platform helps us:
- to easily get in touch with our customers, so we can better understand what their needs are.
- to connect customers with eachother , enabling them to share knowledge about our product.
- to increase self service; we provide for content that allows customers to find answers to their questions.
- to easily get in touch with our customers, so we can better understand what their needs are.
- to connect customers with eachother , enabling them to share knowledge about our product.
- to increase self service; we provide for content that allows customers to find answers to their questions.
Great product and excellent support.
What do you like best about the product?
Fast and efficient implementation of the product. Insided work with a clear plan all the way to launch date. After launch, they are always available and deliver fast support.
Access to an internal forum where you can ask questions and discuss ideas with other customers.
Access to an internal forum where you can ask questions and discuss ideas with other customers.
What do you dislike about the product?
The idea behind the platform is very good, but some functionality was missing from the beginning. We do not think it is a big issue, Insided are good at listening to their customers and are quick to release new features.
What problems is the product solving and how is that benefiting you?
With this product we can be more transparent to our customers, build a knowledge bank and at the same time reduce the number of contacts to our support channels.
Great platform with an excellent customer success team
What do you like best about the product?
Platform:
- is mobile 1st thinking
- you can configure yourself many option
- backoffice is intuitive
- clear roadmap for improvements
- you can apply to be a tester and help developing the final solution
Support:
- very transparent with you
- automatic alerts every time there is an issue + expected time until be fixed
- support team is very responsive
Team/Company:
- people that really care about the success of your community
- very kind and available all the time
- share best practices and industry benchmark
- events to show roadmap to clients
- events to co-create with all customers
- they provide useful information to help you build a solid business case
- is mobile 1st thinking
- you can configure yourself many option
- backoffice is intuitive
- clear roadmap for improvements
- you can apply to be a tester and help developing the final solution
Support:
- very transparent with you
- automatic alerts every time there is an issue + expected time until be fixed
- support team is very responsive
Team/Company:
- people that really care about the success of your community
- very kind and available all the time
- share best practices and industry benchmark
- events to show roadmap to clients
- events to co-create with all customers
- they provide useful information to help you build a solid business case
What do you dislike about the product?
- could integrate with Google Analytics directly
- reporting is not that extensive
- not possible to schedule an article to be published in a certain date
- reporting is not that extensive
- not possible to schedule an article to be published in a certain date
What problems is the product solving and how is that benefiting you?
Have a dedicated space for customers to share their experiences, doubts and advices. We aim to help them solving most of the issues they have, providing another digital channel. Additionally, we want customers to be able to solve questions independently, with no need to call and wait for an assistant to be available. There is also de financial advantage of reducing operational costs.
Most importantly, we want to be where customer are, and be available 24/7.
Most importantly, we want to be where customer are, and be available 24/7.
Recommendations to others considering the product:
Great platform, easy to use and a great team to help u achieving your business goals. Take advantage of their experience and skills to launch or developer a community from scratch
Good platform to build up a community
What do you like best about the product?
It is very easy in use for moderators
We can change most of the settings ourselves
Future requests are taken seriously
They are always developing and improving
Often new features
We can change most of the settings ourselves
Future requests are taken seriously
They are always developing and improving
Often new features
What do you dislike about the product?
Analytics dashboard is not (yet) extensive enough
Not everything can be adjusted
Not everything can be adjusted
What problems is the product solving and how is that benefiting you?
Our customers can now find answers to questions that have already been asked online. This ensures that there is less contact with our Customer Service.
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