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
See all business priorities See less business priorities

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

"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." - Cherise Goode

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

Why is Gainsight Customer Communities (formerly Insided) the best choice for Engagement Management?

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

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

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

Why is Gainsight Customer Communities (formerly Insided) the best choice 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

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

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
Gainsight Customer Communities (formerly Insided) testimonial

Guido Dubbeld

CFO

Eneco
We evolve from a supplier of commodities to an energy service provider. That is a challenge and a risk. But if we do not change we remain in commodities, which is not an option. We strongly believe that service is our future. Services and commodities are totally different things. This change requir...es new skills of our people and an open culture where all units are in contact with each other and the customer

Testimonial By Guido Dubbeld
CUSTOMERS TESTIMONIALS
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

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
Gainsight Customer Communities (formerly Insided) testimonial

Guido Dubbeld

CFO

Eneco
We evolve from a supplier of commodities to an energy service provider. That is a challenge and a risk. But if we do not change we remain in commodities, which is not an option. We strongly believe that service is our future. Services and commodities are totally different things. This change requir...es new skills of our people and an open culture where all units are in contact with each other and the customer

Testimonial By Guido Dubbeld

FloQast - Computer Software - Computer Software

Gainsight's Through-Partner Customer Success helped FloQast give channel partners secure access to customer data. Partners used Skilljar by Gainsight for onboarding and training. Automation in Gainsi...ght reduced manual work by 99.2%, saving over 265 hours per quarter. FloQast's CS team now spends less time on partner updates and more on high-value tasks. Partners can now support customers directly with the right tools and data.

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Acquia - Information Technology And Services - Information Technology and Services

Acquia used Gainsight Software to integrate customer success into its revenue operations. This led to a 12-point increase in renewal rates and helped generate new sales pipeline. Acquia made it easy ...for customers to expand their subscriptions by showing value and offering direct links to product information. The company used customer success data to identify and act on expansion opportunities. This approach improved customer retention and supported revenue growth.

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Software AG (TrendMiner) - Information Technology And Services - Information Technology and Services

Gainsight Customer Success and Product Experience helped Software AG's TrendMiner team boost NPS by 35 points and increase initial user activation by 10%. They switched from email to in-app communica...tions, leading to 5X more NPS survey responses and 3X more webinar signups. Gainsight enabled flexible health scoring, automated onboarding, and better adoption data. The team used playbooks, automated emails, and in-app engagements to drive digital customer success and improve user satisfaction.

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Zapier - Information Technology And Services - information technology and services

inSided helped Zapier build a strong peer-to-peer support community. Zapier needed a way to support 5,000 integrations and engage its remote team. inSided offered custom moderation, deep integration ...with Zapier and Airtable, and easy no-code design. The community now gets about 180,000 pageviews each month. Zapier uses inSided to make customer support more efficient and to inspire users with automation ideas.

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Learnship - Education - Education

Gainsight’s automation helped Learnship support a global learner base. The platform enabled personalized, timely, and region-specific communication. Before Gainsight, communication was slow and incon...sistent. Now, every message is personal and sent at the right time. Learnship scaled customer service while keeping interactions meaningful and consistent.

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Branch - Internet - Internet

Branch used Gainsight’s Staircase AI to improve customer retention. The team gained real-time insights into customer sentiment and churn risk. They quickly identified early warning signs and acted be...fore customers left. Customizable tracking cards flagged high-risk accounts. Leadership received detailed reports for better decisions. Real-time alerts helped teams respond faster and keep more customers.

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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)

Pingdom

4.4 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Metabase

4.17 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

PDF-XChange

4.66 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Sansan

4.35 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Mailchimp

4.47 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

Product

Gainsight adds MCP support for AI retention workflows

Gainsight has integrated Model Context Protocol (MCP) support into its Gainsight CS and Staircase AI platforms, enabling AI-driven retention workflows. This integration allows customer success teams to use AI agents for tasks like identifying risks and managing renewals by combining structured data with unstructured communication signals. PartsSource, a healthcare technology company, is an early adopter, leveraging this framework to enhance its AI workflows.

Read more →
Product

Gainsight Opens Platform with MCP for Agentic Customer Retention Era

Gainsight has launched the Model Context Protocol (MCP) for its Gainsight CS and Staircase AI platforms, enabling customer success teams to build agentic retention workflows using AI tools like Claude and ChatGPT. MCP allows teams to access unified customer data, create custom workflows, and execute actions directly within Gainsight, enhancing customer retention strategies. The platform ensures secure, permission-aware integration with existing AI tools and is available now.

Read more →
Product

Gainsight Opens Its Platform with MCP, Bringing Customer Retention Into the Agentic Era

Gainsight has launched its new platform, MCP, designed to enhance customer retention by leveraging agentic technology. This platform aims to empower businesses with advanced tools to understand and engage customers more effectively.

Read more →
Product

Gainsight Connects its Platform with MCP

Gainsight has introduced the Model Context Protocol (MCP), an open standard that integrates AI tools with live customer data from Staircase AI and Gainsight CS. This integration enhances AI capabilities by providing real-time customer insights, enabling actions directly within workflows. Gainsight CS MCP is in early preview and will be available to all customers on April 25, 2026.

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