What is best about Insider One is its ability to unify data and channels into a truly seamless experience. And the heart of this magic is its Journey Orchestration. Review collected by and hosted on G2.com.

Since Insider relies entirely on your CDP (Customer Data Platform) to work its magic, the initial implementation is notoriously heavy. If your company's internal data is messy or if you don't have clean APIs, getting Insider One up and running can take months. It requires a significant effort from the IT team even before marketing can use it. Review collected by and hosted on G2.com.

The platform, in general, is very comprehensive, intuitive, and easy to use. I don't see major difficulties in operating it and I think it adapts well to different types of products and strategies, which greatly facilitates daily activities.

Another point I highlight is the support. Whenever I need it, I can count on the team. The service is quick, efficient, and most of the time, they manage to resolve or direct the request without much bureaucracy. This makes a big difference in the routine and provides security for those who use the platform. Review collected by and hosted on G2.com.

1. Segmentation

The process of excluding groups/lists in a send could be much simpler. Currently, to exclude certain audiences, we need to create a series of steps: develop a rationale, generate a dynamic segmentation, export it, upload it again as a static list, and only then use it as an exclusion in the send.

It would be much more efficient to allow direct exclusion of dynamic segmentations and enable the selection of multiple exclusion lists in the campaign setup. This would significantly reduce operational time, decrease the need to create parallel processes, and make campaign building much more agile.

2. Data Extraction

For companies that use platform extractions as the main source to feed dashboards and analyses, there are some important limitations.

- Not all information available on the dashboards can be extracted. In some cases, the data is only available on the platform interface, requiring manual queries when we need to use them in analyses. An example is the number of uninstalls: in the consolidated extraction by period, this data is presented only in general terms, without detailing by campaign, which complicates performance analyses.

- When we configure more than three conversion criteria in a campaign, the extraction returns a maximum of three of them. The other criteria, even if they have recorded conversions, do not appear in the exported file, limiting the analysis of results.

- In the extraction of email campaign results, the period filter is not respected. Even when defining a specific range for the query, the exported file returns all sends already made on the platform, instead of bringing only the campaigns related to the selected period. Review collected by and hosted on G2.com.

Insider is among the strongest CDP/CRM platforms on the market, built for marketing teams that need both speed and depth. The interface is clean and intuitive: the journey builder works visually, the customer timeline keeps everything in one place, and non-technical users get up to speed quickly.

Integrations are being put to use as I write this. It would be useful to have more websites as native integrations, but we still have a lot to discover.

Performance at scale is a real strength: segmentation across tens of millions of profiles returns results in under a second and triggered campaigns helps us to an uptime in SLA.

Pricing is modular, which keeps initial costs reasonable, though teams should plan ahead as channel usage grows. ROI tends to be strong and CRM channel stands as the most influential marketing channel in our organization.

Support is a genuine differentiator: both our Account Director Renato Rojas and CSM Stella Conti are always available to discussions which help our operation grow within vision. I should say that the structured onboarding program (Danilo Correa and Felipe Nakashima) has helped us to get to results way faster, considering growth must not wait.

We find the support AI at Insider Academy very useful to technical questions. The AI feature is still undiscovered, but we see as next step on LTV modeling, next-best-action recommendations, send-time optimization, and generative content tools. Review collected by and hosted on G2.com.

It would be better if our organization's ideas had attention to a brazilian tech team, focused only on the development on custom solutions. Review collected by and hosted on G2.com.

What I like best about Insider is how user-friendly and practical the platform is, while still offering strong capabilities for personalization, segmentation, automation, and omnichannel engagement. It allows teams to build customer journeys and campaigns more efficiently without making the process overly complicated. I also appreciate that Insider continues to evolve according to different industries, verticals, and customer engagement needs. The platform does not feel static; it keeps introducing new features and use cases that help brands stay relevant, improve retention, and deliver better customer experiences. Review collected by and hosted on G2.com.

There is very little to dislike about Insider, but one area for improvement would be making advanced features and reporting even easier to understand for non-technical users. While the platform is user-friendly, some of the more complex use cases, especially those involving integrations, advanced segmentation, and journey optimization, require proper onboarding and support. More simplified dashboards, clearer documentation, and localized industry playbooks would make it even easier for teams to maximize the platform’s full potential. Review collected by and hosted on G2.com.

Strong capabilities in creating personalized user journeys across Mobile App, Email, and WhatsApp from a single platform

Architect enables us to quickly launch gamified campaigns, which has been especially valuable during high-demand periods like the World Cup

Easy-to-trigger communication based on real-time user behavior, helping us stay relevant and timely

Omnichannel engagement helps us maintain a consistent experience across different touchpoints

Flexibility in building campaigns that support both engagement and conversion goals

We particularly value how Insider allows us to combine engagement and conversion strategies seamlessly. The ability to activate users through gamification and targeted messaging has significantly enhanced our campaign effectiveness. Review collected by and hosted on G2.com.

We have experienced some limitations with the InApp from Push functionality on our mobile app, which has impacted certain campaign flows, although the team is actively working toward resolving this. Review collected by and hosted on G2.com.

What we like most about Insider One is that it provides a practical, scalable way to deliver personalized experiences across multiple Shopify brands from a single platform.

As an agency, speed matters, and Insider One helps us launch campaigns quickly, test ideas, and optimize customer journeys without requiring heavy development work. It’s particularly effective for creating high-impact scenarios such as cart abandonment, product-interest follow-ups, and repeat-purchase flows that support both conversion and retention.

The platform also gives us the flexibility to tailor onsite experiences and audience segmentation to each client’s specific needs. On top of that, its reporting and A/B testing capabilities help us move beyond basic engagement metrics and clearly assess which actions are driving real incremental value. Review collected by and hosted on G2.com.

At the start, it took some time to prioritize the right segments and customer journeys, especially while managing multiple use cases across different client needs. That said, once we aligned with the Insider team on a few quick-win use cases, the process became much more structured, and it was easier to scale into more advanced scenarios. Review collected by and hosted on G2.com.

Megan, Beko and the entire local Australia team are amazing! The level of service and collaboration we receive is superb. They are an extension of our team!

SMS and Email work extremely cohesively!

We absolutely love the simplicity and sophistication that Insider brings to the table. It's user-friendly while being packed with advanced features. We've been using their SMS product, which has swiftly become a cornerstone of our marketing toolkit. We are now reaching our customers in a more direct and effective manner than ever before. Review collected by and hosted on G2.com.

Product is developing so fast, sometimes we do not get a chance to use all the features. Review collected by and hosted on G2.com.

Insider has become a valuable platform for our ecommerce marketing operations, especially because it brings together automation, personalization, and customer engagement in a single environment. The interface is generally intuitive, and once the team becomes familiar with the workflows, it becomes easier to manage campaigns, triggers, and journey building without relying on too many separate tools. For a team that needs to move quickly and work across multiple activities, this centralization has been a real advantage. From a UI/UX perspective, the platform is quite well designed and makes it relatively straightforward to build and monitor campaigns. The drag-and-drop approach and the structured workflow help reduce complexity, even if some advanced features take time to master. Overall, the experience is good for day-to-day use, especially once internal processes are in place. The integrations have also been an important part of the value we get from Insider. Being able to connect user data and ecommerce signals into the platform helps us create more relevant communications and maintain consistency across channels. This has improved the way we manage segmentation and personalization, and it has made our marketing activities more connected to the actual customer journey. In terms of performance, Insider has helped us work more efficiently and reduce manual effort in campaign execution. The ability to automate recurring tasks and use behavioral data in a structured way has improved both speed and scalability. We have also seen value in the platform’s ability to support continuous testing and optimization, which is important when the goal is to improve engagement and conversion outcomes. Regarding pricing and ROI, the platform makes sense when used to its full potential, because the time saved through automation and the improvement in campaign relevance can translate into better results. Like any advanced solution, the value depends on how well it is implemented and how consistently it is used, but for us it has supported a more efficient use of internal resources and a more strategic approach to CRM activities. The support and onboarding experience has been helpful in getting the team up to speed and resolving operational questions along the way. As with any platform that offers multiple modules and advanced capabilities, the learning curve is there, but the onboarding process and support have made adoption easier. That has been especially useful in ensuring we could move from setup to actual usage without too much friction. Finally, the AI and intelligence features add extra value by helping us make better use of data and deliver more relevant communication. The ability to use behavioral signals and dynamic content makes the platform feel more advanced than a basic automation tool. In our experience, these capabilities are useful not just for efficiency, but also for improving the quality and relevance of customer interactions. Overall, Insider is a strong platform for ecommerce teams that want to improve automation, personalization, and campaign performance in a structured way. It has helped us streamline operations, work more efficiently, and build more relevant customer journeys across channels. Review collected by and hosted on G2.com.

No downsides at all — the discussion to improve the platform is real, even with customers! Review collected by and hosted on G2.com.

The platform lets us test different communication strategies across channels without adding operational complexity. As a result, we’ve been able to sharpen campaign targeting, optimize user flows, and respond faster to seasonal trends and evolving customer needs.

It’s also worth highlighting the Insider team’s partnership mindset. They don’t just provide technical support; they actively contribute strategic recommendations, use-case ideas, and optimization suggestions that help us continue getting more value from the platform over time. Review collected by and hosted on G2.com.

One area that could be improved is the learning curve around some of the more advanced features and reporting screens. Because the platform offers many different products and capabilities, it can take new users a while to fully understand how everything works and where to find the right functionality.

In some cases, more out-of-the-box templates and simplified reporting views would make the overall experience smoother, especially for teams that move quickly and need to launch campaigns fast. Review collected by and hosted on G2.com.

I really like how Insider One has supported our implementation culture throughout our eight-year partnership. The platform makes it incredibly easy for us to run large-scale A/B tests across our website and app without heavy IT dependency and automatically routes traffic to the winning variation helps us consistently improve conversations on key journeys like flight search and ancillary seat selection. We also appreciate how testing is tightly integrated with segmentation and personalization, so we can experiment on different traveler segments and quickly roll out the best- performing experiences at scale Review collected by and hosted on G2.com.

Because Insider One offers so many capabilities across AB testing, personalization, and the general journey, the platform can feel a bit overwhelming. At the beginning of our relationship, we noticed there was a learning process to fully understand all the advanced options, but with Insider's ongoing enablement and customer success support our teams have become very comfortable operating it day to day. Review collected by and hosted on G2.com.