inSided
Customer success community platform for B2B SaaS companies
About inSided
inSided by Gainsight is a customer success community platform built for B2B SaaS and subscription-based companies. It combines online community forums, knowledge base, product feedback and ideation, and in-app support into a single platform to drive product adoption, reduce support costs, and build lasting customer advocacy.
Pros & Cons
Pros
- Purpose-built for B2B SaaS customer communities with deep customer success focus
- Easy-to-use content management and straightforward admin interface
- Strong SEO benefits — communities drive organic traffic and answer long-tail queries
- Reduces support ticket volume through peer-to-peer answers and self-service content
- Backed by Gainsight ecosystem with integrations into customer success workflows
- Responsive support team with helpful webinars and community content
Cons
- Analytics capabilities are limited compared to dedicated analytics platforms
- Moderation tools lack batch processing features for large-scale communities
- Customization is restricted — same template approach limits unique design options
- Expensive for smaller companies, with enterprise-level pricing starting around \u002445K/year
- Limited email campaign capabilities for re-engaging dormant community members
Key Features
Community Forums
Engage customers in peer-to-peer discussions, events, and segmented user groups in one central platform with advanced gamification
Knowledge Base
Transform support portals into self-service knowledge bases with guides, tutorials, best practices, and user-generated content
Product Feedback & Ideation
Involve customers in product development through ideation, prioritization, beta testing, and product discussions
In-App Support Widget
Embed community and knowledge base content directly inside your product for contextual self-service support
Product Communication
Keep customers informed about new product developments, releases, and roadmap updates
Drag-and-Drop Builder
Launch new community pages in minutes with a WYSIWYG editor and prebuilt widgets without any code
Success Dashboards
Track content engagement, replies, response rates, peer-to-peer interactions, member registrations, ranks, and leaderboards
SSO & Security
Enterprise-grade security with encryption in transit and at rest, complying with SOC II, HIPAA, and GDPR standards
Pricing
- Community forums
- Knowledge base
- Basic analytics
- SSO integration
- Email notifications
- Everything in Essential
- Product feedback & ideation
- In-app support widget
- Advanced gamification
- Custom branding
- Everything in Professional
- Advanced analytics
- API access
- Dedicated success manager
- HIPAA compliance
- Custom integrations
Best For
Customer Self-Service Support
Reduce support ticket volume by enabling customers to find answers through community discussions and knowledge base articles
Product Feedback Collection
Gather and prioritize product ideas directly from customers to inform your product roadmap and development priorities
Customer Onboarding & Adoption
Accelerate product adoption with community-driven guides, tutorials, and peer best practices for new users
Customer Advocacy & Retention
Build a loyal customer community that drives retention, referrals, and brand advocacy through engagement and gamification
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