Customer stories

Product Business Settings

Gainsight Customer Communities (formerly Insided) is popular in Telecommunications, Manufacturing, and Computer & Network Security industries and is widely used by Enterprise, Mid Market, and Small Business.

Gainsight Customer Communities (formerly Insided) Product Overview

InSided's platform features include a knowledge base, community, in-app support, product communication, and feedback & ideation. It utilizes community-driven, user-generated content to answer customer questions within your product and website.

How satisfied the customers are with Gainsight Customer Communities (formerly Insided) use-cases

Reviews

"We are very happy with the way the project was managed, both from a purely professional side and a cultural fit between SoundCloud & inSided point of view." - Mathis Peckedrath
"Around 400,000 users visit the community each month and receive support from other customers or T-Mobile NL experts. With thousands of questions answered, the community has contributed to a 60 percent reduction of calls to T-Mobile NL s call center,... saving the company millions of euros." - Ruud Huigsloot

Gainsight Customer Communities (formerly Insided) Customer Insights, Testimonials and Case Studies

What benefits does Gainsight Customer Communities (formerly Insided) offer for Engagement Management?

How efficiently Does Gainsight Customer Communities (formerly Insided) manage your Helpdesk Management?

How can Gainsight Customer Communities (formerly Insided) enhance your Knowledge Management process?

What solutions does Gainsight Customer Communities (formerly Insided) provide for Onboarding?

How can Gainsight Customer Communities (formerly Insided) optimize your Content Management Workflow?

What is Gainsight Customer Communities (formerly Insided)?

inSided is a customer success community platform built to help B2B SaaS businesses improve customer success and retention. It helps to improve digital and social presence and enhance customer relationships.

It’s a self-service platform driving customer success, scaling support, increasing retention, and delivering the best product experience. inSided leverages the power of community to measurably improve customer engagement and self-service in Customer Success.

inSided features for efficient customer success include a community platform to scale support by letting users help each other, a knowledge base that provides users the answers to their questions and share the expert knowledge with the community, and in-product support to boost product adoption and reduce time to value new users and many more.

What is Gainsight Customer Communities (formerly Insided) used for?

Gainsight Customer Communities (formerly Insided) is a Knowledge Management Software mainly used by its customers to Acquire Customers and Enhance Customer Relationships by Engagement Management, Helpdesk Management and Knowledge Management .

What are the top features of Gainsight Customer Communities (formerly Insided)?

Dashboard, Gamification and Alerts: popups & Notifications are some of the top features of Gainsight Customer Communities (formerly Insided).

Who uses Gainsight Customer Communities (formerly Insided)?

Gainsight Customer Communities (formerly Insided) is used by Telecommunications, Manufacturing and Computer & Network Security among other industries.

What are Gainsight Customer Communities (formerly Insided) alternatives?

Livepro, Shelf.Io, Panviva and KnowledgeOwl are popular alternatives for Gainsight Customer Communities (formerly Insided).

Where is Gainsight Customer Communities (formerly Insided) located?

Gainsight Customer Communities (formerly Insided) is headquartered at 1400 Bridge Pkwy Suite 101, Redwood City, CA 94065 .

11 buyers and buying teams have used Cuspera to assess how well Gainsight Customer Communities (formerly Insided) solved their Knowledge Management needs. Cuspera uses 1457 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Knowledge Management needs.

CUSTOMERS TESTIMONIALS
Gainsight Customer Communities (formerly Insided) testimonial

Mathis Peckedrath

Community Manager

SoundCloud
We are very happy with the way the project was managed, both from a purely professional side and a cultural fit between SoundCloud & inSided point of view. Testimonial By Mathis Peckedrath
Gainsight Customer Communities (formerly Insided) testimonial

Ruud Huigsloot

Customer Contact Innovation Manager

T-Mobile
Around 400,000 users visit the community each month and receive support from other customers or T-Mobile NL experts. With thousands of questions answered, the community has contributed to a 60 percent reduction of calls to T-Mobile NL s call center, saving the company millions of euros. Testimonial By Ruud Huigsloot
Gainsight Customer Communities (formerly Insided) testimonial

Mischa Oudolf

Sr. Marketing Manager

Simyo
Through its service forum, Simyo displays its transparency, high-quality information and excellent service level. The focus is on constantly improving the forum and the provided services, for example through quality monitoring procedures for moderators and regular community consultations, as well a...s by involving the forum in campaigns.

Testimonial By Mischa Oudolf
CUSTOMERS TESTIMONIALS
Gainsight Customer Communities (formerly Insided) testimonial

Mathis Peckedrath

Community Manager

SoundCloud
We are very happy with the way the project was managed, both from a purely professional side and a cultural fit between SoundCloud & inSided point of view. Testimonial By Mathis Peckedrath
Gainsight Customer Communities (formerly Insided) testimonial

Ruud Huigsloot

Customer Contact Innovation Manager

T-Mobile
Around 400,000 users visit the community each month and receive support from other customers or T-Mobile NL experts. With thousands of questions answered, the community has contributed to a 60 percent reduction of calls to T-Mobile NL s call center, saving the company millions of euros. Testimonial By Ruud Huigsloot
Gainsight Customer Communities (formerly Insided) testimonial

Mischa Oudolf

Sr. Marketing Manager

Simyo
Through its service forum, Simyo displays its transparency, high-quality information and excellent service level. The focus is on constantly improving the forum and the provided services, for example through quality monitoring procedures for moderators and regular community consultations, as well a...s by involving the forum in campaigns.

Testimonial By Mischa Oudolf

SAP LeanIX - Information Technology And Services

Gainsight helped SAP LeanIX scale customer success operations fast. SAP LeanIX used Gainsight Customer Communities and Customer Success platform. They created a single hub for customer self-service. ...The solution supported regions in Asia-Pacific, EMEA, Latin America, North America, and Oceania. Gainsight enabled SAP LeanIX to drive retention and expansion.

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Unqork - Cybersecurity, Technology

Unqork used Gainsight Customer Communities to grow their online community. They automated community management to help customers help each other. User answers increased by 45%. The reply rate reached... 99% with customers leading the responses. The answer rate went above 75% with customers driving the engagement. Unqork created a better self-service experience for their users.

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Omnicell - Healthcare

Gainsight CS helped Omnicell move from customer support to customer health. Omnicell needed better data insights and more automation. Gainsight CS gave them tools to track customer health and drive o...utcomes. The platform helped Omnicell align teams and improve customer engagement. Gainsight CS supported Omnicell in reaching their goals.

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branch - Information Technology And Services

Staircase AI gives branch real-time, AI-powered customer engagement insights. Branch uses these insights to better understand its customers. The company improves churn management with Staircase AI. B...ranch operates in the technology sector as a small business in North America. Gainsight's solution helps branch drive retention and manage customer relationships more effectively.

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involve.ai - Information Technology And Services

inSided’s community platform helped involve.ai improve efficiency by 50%. The team used inSided to build a self-serve customer empowerment program. They reduced redundancies in training and education.... The no-code page builder and out-of-the-box widgets made setup easy. 60% of involve.ai’s customers joined the community in the first year. The platform enabled better digital and human touchpoints across the customer journey.

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GitLab - Information Technology And Services - Very Large

Gainsight CS helped GitLab boost platform adoption from 40% to over 65% in 10 months. The team simplified workflows and unified customer data. They made Gainsight the main tool for daily work. This l...ed to a 15%+ increase in cross-functional system use. Customer success managers became more engaged and enthusiastic.

Read on →
lightning

Peers used Gainsight Customer Communities (formerly Insided) for engagement management and helpdesk management

Gainsight Customer Communities (formerly Insided) Competitors

Gainsight Customer Communities (formerly Insided) Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

3.25/5 ★

Read Reviews (3)
Custom Reports

2.72/5 ★

Read Reviews (168)
Analytics

2.05/5 ★

Read Reviews (57)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

3.25/5 ★

Read Reviews (3)
Custom Reports

2.72/5 ★

Read Reviews (168)
Analytics

2.05/5 ★

Read Reviews (57)

Gainsight Customer Communities (formerly Insided) Integrations

Gainsight Customer Communities (formerly Insided) integrates with a wide range of software applications through its robust data import and export capabilities.

Data Import

2.96/5 ★

Read Reviews (100)
Data Export

1.98/5 ★

Read Reviews (61)

Few API Integrations for Gainsight Customer Communities (formerly Insided)

Tremendous

4.32 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Owler

4.11 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Metabase

4.17 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Pingdom

4.4 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

PDF-XChange

4.66 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Software Failure Risk Guidance

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for Gainsight Customer Communities (formerly Insided)

Overall Risk Meter

Low Medium High

Top Failure Risks for Gainsight Customer Communities (formerly Insided)

Gainsight, Inc News

Partnership
 

Gainsight Partners with Salesforce: A Dynamic Duo Committed to Protecting Data - inkl

Gainsight and Salesforce have formed a partnership to enhance data security following a cyber incident involving Gainsight applications. The collaboration focuses on safeguarding customer data and improving security frameworks. Both companies emphasize transparency and accountability in addressing cybersecurity threats, showcasing their commitment to innovation and data protection.

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Product
 

Gainsight CC Reaches Key Milestones in Growth, AI, Recognition - MarTech Cube

Gainsight's Customer Communities (Gainsight CC) product was recognized as a Leader in the IDC MarketScape: Worldwide Enterprise Community Applications 2025 report. Gainsight announced significant growth and AI advancements, including a deeper integration with Skilljar, the launch of a Moderation AI Agent, and AI Translations feature. Gainsight added over 60 new customers, marking its strongest growth year, and expanded its Community business through strategic investments and leadership appointments.

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Executive
 

Gainsight Founder Nick Mehta Hands CEO Role to Chuck Ganapathi | The Software Report

Gainsight has announced a leadership transition with Founder Nick Mehta stepping down as CEO to become a Board Member and Special Advisor. Chuck Ganapathi, previously President and COO, will succeed Mehta as CEO. Ganapathi has extensive experience in CRM and enterprise software and has led Gainsight's growth initiatives, including key acquisitions and product rollouts.

Read more →
Product
 

Digital CS Enters a New Paradigm, Driven by Agentic AI

Gainsight is advancing digital customer success with agentic AI, enhancing automation and customer intelligence. Their new AI-powered tools, including Staircase AI and Atlas, help Customer Success Managers automate routine tasks, identify churn risks, and uncover upsell opportunities. This approach allows for personalized, scalable customer interactions, improving retention and growth.

Read more →

Gainsight, Inc Profile

Company Name

Gainsight, Inc

Company Website

https://www.gainsight.com/

Year Founded

2011

HQ Location

1400 Bridge Pkwy Suite 101, Redwood City, CA 94065

Employees

251-500

Social

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Financials

SERIES E