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Greetings everyone and hope everyone is having a lovely Easter, this is just an update to let you know there have been some changes to the support desk as a result of us merging our existing inSided support desk with the main support desk of the wider Gainsight organisation. What has changed:We have now combined our 2 separate support desks into one combined support desk, this was done to streamline the customer experience as well as help to optimise the support agent processes. What does this mean for you?End customers should not be impacted by this, the old email address of firstname.lastname@example.org is still fully functional. However users of the support.insided.com portal will notice now that after logging in - you will be redirected to the support.gainsight.com portal which has a form for you to submit your support tickets and view your already open support requests. Your accounts and existing tickets should have been migrated, however you will need to reset your passwords if you are not
Customer Education has a significantly positive impact on Adoption, Self Service and ultimately Customer Satisfaction. That is why I am super pumped that Northpass will become part of the Gainsight portfolio.Press Release: Pairing Customer Success With Customer EducationOur Customer Success strategy has always been about empowering our customers to create incredible experiences for their clients. With PX, Digital Hub, and now Customer Education in our tool belt, we are taking Digital CS to new heights.We welcome our Northpass family, Customers and friends to Register on the GameChanger community and rock this Party together! 🎊
It has been a long time that the Ideas portion of the inSpired has been accessible only to inSided (now Gainsight Digital Hub) Customers. The switch has been flicked and inSpired Ideas is now OPEN to all 🎉 Anyone can find and read the ideas submitted and in process. Opening up the Digital Hub ideation puts all Gainsight products (CS and PX) on the same level and allow us to align processes to better provide the products you want. Find out more as I talk with my Gainsight Gamechanger counterpart @anirbandutta here.
inSided was founded in Amsterdam, the Netherlands, back in 2010. While our goal has stayed the same - to build better connections with your customers - everything from our product to our people have been on an incredible journey that has now spanned over a decade.Look at us - growing up and building our own homepage 😍After building out incredibly successful communities for companies in industries like banking and telecommunications, we decided the way to make the best community solution possible is to focus on our customers This iteration of our homepage from 2021 emphasized our focus on the B2B SaaS world - building the first community solution directly contributing to customer retention, advocacy, and growth. Making this decision helped us build a community for a company we’re now pretty familiar with - Gainsight.Robin Van Lieshoust, founder of inSided, and Nick Mehta, CEO of Gainsight, getting the world fired up for customer communities!Becoming a part of the Gainsight family has
We proudly announce that inSided by Gainsight is now SOC2 Type 2 certified, the gold standard for information security compliance. This certification confirms that we have implemented the necessary controls and processes to protect our customers' and users' data and maintain their information's confidentiality, integrity, and availability. What is SOC2 Type 2 certification?SOC2 (Service Organization Control) is a set of auditing standards developed by the American Institute of Certified Public Accountants (AICPA) to assess customer data's security, availability, processing integrity, confidentiality, and privacy. SOC2 Type 2 certification requires a comprehensive evaluation of our systems and processes by an independent auditor over a time period, typically six months to a year. This certification confirms that we have implemented and adhered to rigorous security controls and procedures. Why is SOC2 Type 2 certification important?With the increasing number of data breaches and cyber th
The Holiday season is now over and I have had a moment to reflect on last year. So here is a round up of goings on from the inSpired community in 2️⃣0️⃣2️⃣2️⃣. We saw an increase of 27% on visitors to our community, with a 39% increase in registrations. 👥 Here are our top three members by Likes Received 👍@ddpancratz (329)@Scott Baldwin (253)@Blastoise186 (181) Here are our top three members by Answers Given ✅@SmartlyGreg (23)@ddpancratz (19)@Scott Baldwin (15) I would also like to give a special shout out 🗣 to @revote who in the last quarter of 2022 was top of the pile with 103 replies, 59 likes received and 1090 points earned. 🤘 Top-3 most popular topics by ViewsGetting " no Route matched with those values " Error MessageSingle Sign-on (SSO): Getting StartedHow to Export Community Member & Activity Data to Salesforce Top-3 most discussed posts[Beta release] New Community overview pageBanner WidgetThe New Q&A Dashboard Our Product Team did an amazing job keeping you all in
Season’s greetings everyone! , We hope everyone is having an enjoyable festive period, just to let you know that we will be operating as normal between 26th December - 31st December although with a slightly reduced head count which could cause a slight delay in support responses. You can still submit tickets to email@example.com and we will endeavour to answer these as quickly as possible. We will of course continue to monitor the support desk for any urgent issues 24/7. As always, please continue to submit your questions, ideas and conversations to inSpired. We hope everyone has an amazing holiday period and thanks to everyone for an amazing year, to all our amazing community members for making inSpired the community it is today!
Happy Thanksgiving for all US community members + Customers! 🇺🇸🎊 Our US support team will be taking a deserved break during this day due to the public holiday, this means there may be a slight delay on any non-urgent support queries from customers submitting tickets in a US timezone. We will be operating as normal again from the 28th November. You can still submit tickets to firstname.lastname@example.org and we will endeavour to answer these as quickly as possible upon our return. We will of course continue to monitor the support desk for any urgent issues and the EU support team will be online as normal over the holiday. Otherwise, please continue to submit your questions, ideas and conversations to inSpired.
All US communities were offline for several hours on 17-NovIncident Report
We had a major incident tonight that led all US communities to be offline for more than 6 hours - you can find an Incident link to this here.We are dearly sorry for this unacceptable lapse in service. At inSided, we realize that incidents happen - however, in this case, our out-of-office-hours response was not good enough. US customers were left with no service, acknowledgment from us, or any way to contact us. We are taking this seriously with the highest possible priority and will, of course, learn from this to prevent any form of repeat in the future. We have outlined several points we can act upon quickly to reduce a significant point of failure. However, we need to improve our internal incident escalation process should anything like this happen again out of hours. Brief overview:We had a down time of 6 hours and 47 minutes in total which impacted all US hosted customers and took all communities completely offline.This occurred due to a critical failure in a US based infrastructur
Gartner run an annual state of customer service survey and the 2022 results revealed that less than a quarter of customers report starting on a self-service channel when trying to resolve a service issue.This can have significant impacts on support operations and therefore the cost associated with customer support. Self service is a cornerstone of the customer hub. A place to get help, track help, be inspired and share experience. I link here the article from CXM Customer Experience Magazine that highlights the 11 Foundational capabilities of a service portal that I think would lead you on a great path to Customer Hub success. Let me know what you think in the comment below, and feel free to share any examples of portals, hubs and communities you like to use and reference.
Happy 4th July for all US community members! 🇺🇸🎊 Our US support team will be taking a deserved break during this day due to the public holiday, this means there may be a delay on any non-urgent support queries from customers submitting tickets in a US timezone. We will be operating as normal again from the 5th July. You can still submit tickets to email@example.com and we will endeavour to answer these as quickly as possible upon our return. We will of course continue to monitor the support desk for any urgent issues. Otherwise, please continue to submit your questions, ideas and conversations to inSpired.
Hello dear community 👋, I hope everyone is doing well. The inSided support team will be operating a reduced service this coming Monday for Easter 🐣, which may mean there is a delay in response to any non-urgent support queries. You can still submit tickets to firstname.lastname@example.org and we will endeavour to answer these as quickly as possible upon our return on Tuesday 19th April. We will of course continue to monitor the support desk for any urgent issues, alongside our engineers who will be on call should an incident arise. On behalf of the inSided support team, I want to wish everyone an enjoyable weekend.
InSided joins the Gainsight team – CEO, Robin van Lieshout, shares how it all came togetherAnnouncement
We’ve just announced that Customer Success software giant Gainsight has acquired 100% of the shares of inSided, a truly proud moment for me and the team. In this blog post, I’ll give some honest and open perspectives on how this all came together. How it started When I broke my knee in the year 2000 I had to stay at home for a few weeks, which you can imagine gets quite boring—fast. I joined some online groups and started chatting with other people there, and I immediately felt a sense of belonging and got less bored. I got energized by the conversations. I was realizing the power of community. Next, with some basic programming skills, I started to build my own online forums discussing my passion in those days; consumer electronics.After doing that for a few years, I realized that bigger brands were also looking for technology and advice on how to build their own online community. Those were the early days where companies actually started with providing better and faster care through s
Season’s greetings dear community , We hope everyone is having an enjoyable festive period and staying safe. Our support team will be taking a much-deserved break on 24th December and 31st December, which means there may be a delay on any non-urgent support queries. We will be operating as normal between 27th December - 30th December. You can still submit tickets to email@example.com and we will endeavour to answer these as quickly as possible upon our return next week. We will of course continue to monitor the support desk for any urgent issues. Otherwise, please continue to submit your questions, ideas and conversations to inSpired. Thanks for an amazing year and to all our amazing members for making inSpired the community it is today.
InSided is not affected by the log4shell vulnerability. What is the log4shell vulnerability? What is a vulnerability, in software? But how does it work? Does the log4shell vulnerability affect inSided? Additional informationWhat is the log4shell vulnerability?One of the many advantages of using a popular programming language like Java is that you will find ready-to-use solutions for the most common programming tasks. Meaning, you don’t have to invent the wheel and program each specific task every time. Instead, you can use a wide library of well-tested software components written by other programmers. These code components are called “libraries”. Log4j is a very popular library for Java, and this library helps programmers to keep logs of everything that happens in the application. This time around the vulnerability emerged in the popular game Minecraft.What is a vulnerability, in software? In cybersecurity, a vulnerability is a weakness that can be exploited by attackers (hackers) t
It has been on our wishlist for a long time to be able to share valuable benchmark information with you here on inSpired. In the past, this was not an easy task simply because it was not that easy to collect all this information for you in an efficient manner. While we performed a benchmark last year, the process was quite labor-intensive and not scalable. Hence we are super-proud to say that we are now able to offer you these insights on a more regular basis!Before we dive into the numbers however, let’s first have a quick overview what we measured, and how. Scope and methodology This benchmark has a focus on all the B2C communities which use inSided. We further categorized communities based on vertical (Telco & Consumer online services) and also on their level of maturity (more on that later).We have measured only communities that have been live for at least six months in January 2021. It is important to note that, in a small amount oif cases, we were not able to measure all KPIs
SummaryWe’re temporarily reducing the rate at which the inSided x Salesforce integrations pull data from Salesforce. Instead of every 6 hours, data will be pulled every 24 hours. We expect this measure to stay in place for approximately 2-4 weeks. After this, we plan to return back to the 6 hour cycle.When is this temporary measure in effect from?This change will take place from today.Who does this measure apply to?This applies customers in both the US and EU regions.Why is this temporary measure being taken?We’re taking this temporary measure to make it easier for us to improve some underlying performance issues that’ll make the Salesforce integration more robust in the long term.Affected integrationsBoth Salesforce integrations that rely on Contact/Account data imported from Salesforce will be affected:Export community member and activity data to Salesforce [Beta] Import Salesforce Account data to inSidedImpact on your experience with the Salesforce integrationsAny new/changed/delete
This update refers to the beta engagement dashboard and Salesforce import features.Firstly, thanks to all of you who have been using the Engagement Dashboard and Salesforce account import integration in beta for the last months to measure your monthly active customers.Unfortunately, we unintentionally introduced a severe defect in this feature which impacts the data that powers the engagement dashboard.In this article you can learn more about the current situation, the impact on your analytics, and the steps we’re taking to solve the defect.The problem: not all account data is imported and processed from SalesforceSince Wednesday 18 August ~ 10:00 CEST (04:00 EDT; 01:00 PDT), we’ve been experiencing issues with importing accounts from Salesforce. This was an unintended result of some recent technical changes to the Salesforce integration.In short, the import does not process all imported companies.We’ve managed to solve this issue for communities on our EU server, but we’re still tryin
As the Customer Education Manager at inSided, I’m interested in learning more about what kind of education our customers are looking for. While I may have my own ideas, I figured I’d bring a poll to the community and ask our users directly. I’d like to understand what kind of education you need in order to make your community successful. Maybe more knowledge is needed around platform configuration, integrations, community management, or best practices. Or maybe I’m completely missing the mark! I have included some ideas in the poll to get us started, but I’d love to learn more about what our customers need and why. If choosing one of the ideas below, can you provide additional details on what you’d like to learn? -------------------------Outcome:Based on your feedback, I will create educational content in the form of webinars, articles, videos, etc. -------------------------
Welcome to inSided's Referral Program Launching a customer community is hard work and you're bound to get a lot of questions about how you did it. But we hope that having inSided as your community platform made things a little smoother. Now, you can be rewarded for helping other CS professionals or customer-facing teams by telling them about your favorite community platform. How? It's easy! For every new customer you refer, you'll earn $250.1. Fill out the form and meet the qualification criteria.2. We'll get in touch with the person you referred.3. When they become an inSided customer, you get paid. Let’s go!
Hello everyone, It has come to our attention that the Grammarly Extension has been causing an issue with some of our text editors across the platform. This occurs when text is typed into the editor and Grammarly is triggered to check spelling and grammar - causing the text to disappear and the rest of the text box functionality to break. We have been in contact with Grammarly and they are aware of the issue. Their developers are currently analysing the cause of this issue and are working on a fix - however, no time-frame has been provided for a solution. In the meantime, we suggest turning off the Grammarly extension whilst using your community platform. To do that, please click the G icon on your browser's toolbar and toggle Check for writing suggestions and Show definitions and synonyms via double clicks off. We will keep in close contact with Grammarly and keep you updated once more information becomes available. Thanks, Oliver
Hi all,due to a temporary issue, our support environment (www.insided.support.com) is currently not available. While we are working on restoring it, you can still reach us directly by sending a mail to firstname.lastname@example.org I will update this thread once the environment is back up again, subscribe to this topic in case you want to stay up-to-date on this.
Hi all, just a quick heads-up that we will be moving our support environment to a different provider upcoming monday. We do not expect any negative impact or downtime, we have migrated all existing tickets and conversations. So everything will be in the same place. In case you were using a login to access your support tickets via insided.support.com, you will have to reset your password after the switch has been completed. Should you encounter something unexpected, please inform us by sending a mail to email@example.com.
Hi all, just letting you know we need to temporarily disable GIF uploads on the platform for the next 24 hours as we perform some upgrades - we’ll use this post to keep everyone informed as to exactly when we re enable the functionality again, apologies for any inconvenience caused by this!
We realise that the corona crisis causes challenging times for you, and we recognize the importance of keeping you up-to-date on how InSided is ensuring that your communities keep running at the same high level that you are accustomed to. It is of great importance to us to continue to provide you with the best possible experience at all times. And we also want to be proactive in communicating with you, if and when, you might see an impact on your daily work. Here’s our current strategy: At the moment inSided is asking all employees to work from home, based on non binding Government advice to avoid the spread of the COVID-19 virus. The health and safety of our employees and customers is our top priority. We have implemented a number of policies to reduce the impact of the situation as much as possible, now and in the near future. This, however, hasn't slowed our operations or our deliveries. Our teams remain fully operational and can do their jobs entirely remotely. Data and privacy i
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