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TL;DR - Insided
- B2B customer success community platform (now Gainsight Customer Communities)
- Combines forums, knowledge base, product feedback, and in-app widgets
- Reports 50% support ticket reduction and 80% customer engagement rate
Pricing: Paid only
Best for: Enterprises & pros
Pros & Cons
Pros
- Purpose-built for B2B SaaS customer success use cases
- Reported 50% reduction in support tickets through self-service
- In-app embeddables bring community content into the product
- Strong integration with Gainsight CS for unified customer success
Cons
- No publicly listed pricing — requires sales engagement
- Enterprise-focused pricing is likely prohibitive for smaller companies
- Rebranding to Gainsight Communities may cause confusion for existing users
Key Features
Peer-to-peer community forums with gamification and eventsSelf-service knowledge base with guides and tutorialsProduct feedback and ideation portal for customer inputProduct communication hub for releases and roadmap updatesIn-app embeddable widgets for contextual content deliveryIntegration with Salesforce, Zendesk, and Gainsight CSUser segmentation and group managementCommunity analytics and engagement reporting
Pricing
Paid
Insided offers paid plans. Visit their website for current pricing details.
About Insided
By Toolradar Team·
inSided, now rebranded as Gainsight Customer Communities, is a customer success community platform for B2B SaaS companies. It combines peer-to-peer community forums, a self-service knowledge base, product feedback and ideation tools, product communication channels, and in-app embeddable widgets. The platform helps reduce support ticket volume (reported 50% reduction), increase customer engagement (80% engagement rate), and improve NPS scores (+20 increase). inSided integrates with Salesforce, Zendesk, Gainsight CS, and other enterprise tools. It serves B2B software companies looking to scale customer success through community-driven engagement.
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Insided FAQ
Is inSided the same as Gainsight Customer Communities?
Yes. inSided was acquired by Gainsight and rebranded as Gainsight Customer Communities. The core platform remains the same, now integrated within the broader Gainsight customer success ecosystem.
What types of companies use inSided?
inSided is designed for B2B SaaS companies that want to build customer communities for peer support, product feedback, and engagement. Typical users include customer success, product, and support teams.
Does inSided reduce support tickets?
Yes. inSided reports that customers see a 50% reduction in incoming support questions through self-service community content and peer-to-peer support, along with a +20 increase in NPS and CSAT scores.
Source: insided.com