Gainsight Customer Communities (formerly Insided) 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.

Use Cases

Customers recommend Engagement Management, Helpdesk Management, Knowledge Management, as the business use cases that they have been most satisfied with while using Gainsight Customer Communities (formerly Insided).

Other use cases:

  • Onboarding
  • Content Management
  • Customer Feedback Management
  • Contact List Management
  • Community Building
  • Workflow Management
  • Products & Pricelist Management
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Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Gainsight Customer Communities (formerly Insided).

Other priorities:

  • Scale Best Practices
  • Improve Digital And Social Presence
  • Improve ROI
  • Improve Internal Communications
  • Launch New Products
  • Build Brand Awareness
  • Manage Risk
  • Increase Customer Life Time Value
  • Grow Market Share
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Gainsight Customer Communities (formerly Insided) Use-Cases and Business Priorities: Customer Satisfaction Data

Gainsight Customer Communities (formerly Insided) works with different mediums / channels such as Phone Calls. User Generated Content. and Blogs.

Gainsight Customer Communities (formerly Insided)'s features include Dashboard, Gamification, Alerts: Popups & Notifications, etc. and Gainsight Customer Communities (formerly Insided) support capabilities include Chat Support, Phone Support, 24/7 Support, etc. also Gainsight Customer Communities (formerly Insided) analytics capabilities include Custom Reports, and Analytics.

Reviews

"The inSided platform makes it easy for KPN to surface the right answers to customer questions. Where the real value of the community lies is that it is both a 1-to-1 and a 1-to-many service channel. When we help a customer on the community, we’re ac...tually helping 50, 60, or 70 customers." - Thomas Pel

Gainsight Customer Communities (formerly Insided), livepro, Shelf.io, Panviva, KnowledgeOwl, etc., all belong to a category of solutions that help Knowledge Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Gainsight Customer Communities (formerly Insided)

Top Industries

  • Telecommunications
  • Manufacturing
  • Computer & Network Security

Popular in

  • Enterprise
  • Mid Market
  • Small Business

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

Gainsight Customer Communities (formerly Insided) Customer wins, Customer success stories, Case studies

How does Gainsight Customer Communities (formerly Insided) address your Engagement Management Challenges?

How does Gainsight Customer Communities (formerly Insided) address your Helpdesk Management Challenges?

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

How does Gainsight Customer Communities (formerly Insided) address your Onboarding Challenges?

What Are the key features of Gainsight Customer Communities (formerly Insided) for Content Management?

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

Thomas Pel

Social Innovation Manager

KPN
The inSided platform makes it easy for KPN to surface the right answers to customer questions. Where the real value of the community lies is that it is both a 1-to-1 and a 1-to-many service channel. When we help a customer on the community, we’re actually helping 50, 60, or 70 customers. Testimonial By Thomas Pel
Gainsight Customer Communities (formerly Insided) testimonial

Cherise Goode

Product Manager and community enthusiast

Mixpanel
I love seeing more and more SaaS companies invest in online communities. It provides an unmatched customer experience and a place where their most enthusiastic customers can come together and inspire each other. We’ve all heard the phrase that goes something like ‘find your passion and unlock your ...potential’ — Community taps into your most passionate customers, unlocking potential to drive powerful organic growth for SaaS.

Testimonial By Cherise Goode
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
CUSTOMERS TESTIMONIALS
Gainsight Customer Communities (formerly Insided) testimonial

Thomas Pel

Social Innovation Manager

KPN
The inSided platform makes it easy for KPN to surface the right answers to customer questions. Where the real value of the community lies is that it is both a 1-to-1 and a 1-to-many service channel. When we help a customer on the community, we’re actually helping 50, 60, or 70 customers. Testimonial By Thomas Pel
Gainsight Customer Communities (formerly Insided) testimonial

Cherise Goode

Product Manager and community enthusiast

Mixpanel
I love seeing more and more SaaS companies invest in online communities. It provides an unmatched customer experience and a place where their most enthusiastic customers can come together and inspire each other. We’ve all heard the phrase that goes something like ‘find your passion and unlock your ...potential’ — Community taps into your most passionate customers, unlocking potential to drive powerful organic growth for SaaS.

Testimonial By Cherise Goode
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

Dealerware - Technology

Dealerware uses Gainsight CS and PX to improve customer success and scale quickly. Dealerware is a fleet management company. They use Gainsight to drive retention and help customers adopt new feature...s. Gainsight CS and PX help Dealerware engage customers and grow their business. Dealerware is a small technology company in North America.

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Hornbill - Information Technology And Services

Gainsight CE helped Hornbill build a scalable customer education strategy. Hornbill used Gainsight CE to digitize customer onboarding and training. The platform enabled on-demand education for their ...users. This made it easier for Hornbill to support customers in EMEA, North America, and Oceania. Hornbill improved customer experience by offering self-service learning. Gainsight CE became central to Hornbill's customer education approach.

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Acquia - Information Technology And Services

Gainsight helped Acquia improve their digital success programs. Acquia used Gainsight's Customer Success platform and Product Experience tools. They saw a 12-point increase in renewals. The solution ...also generated significant new sales pipeline. Gainsight supported Acquia in driving customer retention and expansion.

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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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Copper - Computer Software

inSided helped Copper build a customer community to improve retention. Copper needed a way to engage longtail customers who did not get enough attention from customer success managers. Using inSided,... Copper launched a customizable community platform in under six months. The community grew steadily, with 200 new members each month and 12% engagement. Copper saw measurable improvement in retention and valuable product feedback in the first year.

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Delta Faucet - Manufacturing

Skilljar helped Delta Faucet improve customer education. Delta Faucet used Skilljar to deliver training content. The platform made it easier for customers to learn about products. This led to better ...engagement with training materials. Delta Faucet saw positive results from using Skilljar for customer education.

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Frequently Asked Questions(FAQ)

for Gainsight Customer Communities (formerly Insided)

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 .
lightning

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

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)

Mailchimp

4.47 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Metabase

4.17 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Pingdom

4.4 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Sansan

4.35 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Tremendous

4.32 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Software Failure Risk Guidance

?

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.

Read more →
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

Facebook Linkedin Twitter

Financials

SERIES E