Ratings Breakdown
User Reviews Overview
Feature Ratings
Ease-of-use
4.5 / 5
Value for Money
4.5 / 5
Customer Support
4.5 / 5
Functionality
4.5 / 5
Pros
"user friendly and no problems with using with my other tools."
"I love the fact the the UI is so balanced and we have so many options for dispositions and sub-channels. A real life saver."
"It is simple to run reports and find any type of data needed. Nice user interface as well"
Cons
"Setup was tricky to do on our own, but the support team was great at helping us with that."
"It can be somewhat buggy but in general runs well"
"We still experience freezing at times, and there are some functions we would like to see that are not available to use right now, they may come with an enhancement down the road."
INSIDE Reviews
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October 2020
Cherry Paula from HP Store - APJ
Company Size: 10,000+ employees
Industry: Electrical/Electronic Manufacturing
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
October 2020
Unique among other platforms
I love how this platform was put up together. The way it was designed was meticulously thought of. It gives visual representation of what we most of the time see as text only. Not only that - the people we work with are a delight to talk to. They help us resolve our issues quicker.
Pros
I like how it is being interactive for agents. It was totally different from the other platforms with the same purpose. It was not boring. A bit expensive but they are evolving on the area that we need which is what i really wanted to see.
Cons
Whenever I use it, it takes up a lot of bandwidth. Sometimes it slows down my connection, sometimes doesn’t.
Reasons for Switching to INSIDE
Some of the features were not available in zendesk
October 2020
Brooke from Trustpower Limited
Company Size: 501-1,000 employees
Industry: Utilities
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
October 2020
Great visual & user friendly system
Has been great to work with. We have had alot of wins customising and integrating system and they have been helpful throughout. Looking forward to getting more and more value out of Powerfront & Inside.
Pros
The visual layout and being able to watch customers move throughout the website. The ability to add customisation into other systems like our CRM. Has been easy for our agents to pick up especially during COVID when many were taught on the fly.
Cons
Features like being able to have the webchat set to on constantly even if an agent isn't online yet - We'd like it to be open 8am - 6:30pm like clockwork. Credit card masking feature is creating a few issues internally.
Reasons for Switching to INSIDE
Licencing was becoming too expensive. The functionality and view for the agent wasn't as user friendly. Powerfront provided a platform that was visually more appealing and easy to use for the agents.
October 2020
Aquinda from Inktel
Company Size: 501-1,000 employees
Industry: Consumer Services
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
3.0
Value for money
2.0
Customer support
1.0
Functionality
2.0
October 2020
Glitches
Pros
Disposition options are easier to access
Cons
Closes out chats while working, chat showing long times when just receiving chat, dispostition not working all the time
October 2020
Steve from Bunnings Group Limited
Company Size: 10,000+ employees
Industry: Retail
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
October 2020
Inside makes it easy for agents and executives to engage
From our perspective we are using a very simple level of Inside but are increasingly becoming aware of the further potential of the platform. As we adopt new elements we continue to improve our user experience
Pros
The visual interface is superior to other solutions making engaging with customers fun and interesting. We've recently begun deploying the BOTS feature and are finding it helpful to assist customers without adding more agents
Cons
Nothing comes to mind. Inside offers so much more capability than we are currently using
Reasons for Choosing INSIDE
We had a strong recommendation from another brand in our retail portfolio
October 2020
Lazarus from Spark NZ
Company Size: 1,001-5,000 employees
Industry: Telecommunications
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Functionality
5.0
October 2020
Unique & Engaging
Overall it has been great! There has been a trial and error process to determine what browser works best with Inside (currently we're finding Edge offers the smoothest experience), and the range of options Inside grants does prove training new colleagues a bit more difficult, but the end result works wonders.
Pros
While there is an initial learning curve, Inside provides a great experience once you've got a handle on things. The UI/UX is a breath of fresh air, and the available features (co-browse, visiting other channels, visually representing each colleagues current chat pool) are a massive step up from our alternative chat client.
Cons
Inside is substantially more process intensive than our alternative chat client, this can prove an issue on less than capable hardware.
October 2020
Dale from Staples
Company Size: 10,000+ employees
Industry: Retail
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
October 2020
Inside for Me
Overall Inside is a great tool, that allows us to work with our customers in a way that is best for them.
Pros
Inside is a useful tool that allows us to talk to the customer in a what that is better for our customers. In today's world of multitasking, being able to chat with us allows the customer to do other things while waiting for our responses, unlike talking on the phone.
Cons
We still experience freezing at times, and there are some functions we would like to see that are not available to use right now, they may come with an enhancement down the road.
October 2020
Esther from Spark
Company Size: 5,001-10,000 employees
Industry: Consumer Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
4.0
Functionality
5.0
October 2020
Pro chat
Being ablet to control how many customers i can chatted with and my overall experince of inside is fantastic i really love inside, i'm being using inside since 2015 and you guys did a really good job in updating the system with new features etc keep it up
Pros
Love how it helped customers can completed their purchase online and the sound i get when they completed a sale :)
Cons
Nope you guys are doing a great job, i love inside i find it very effective to deal with customers and the best platform ive ever used:)
October 2020
Patricia from Staples
Company Size: 1,001-5,000 employees
Industry: Retail
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
Functionality
5.0
October 2020
Joy of Inside
I quite enjoy using inside. It makes the job easy to do on a daily basis.
Pros
I like how easy it is to click and add a message to the customer, send them offers, or transfer them to another department if necessary.
Cons
At times there are glitches that need to be fixed when an update is made.
Reasons for Switching to INSIDE
It was a business decision.
October 2020
Karl Anthony from Staples
Company Size: 10,000+ employees
Industry: Outsourcing/Offshoring
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2020
INSIDE tools review
I have been using the tool more than two years and I can say it did the job well done on helping me cater the customers needs with ease of use.
Pros
user friendly and no problems with using with my other tools.
Cons
Sometimes slow on response, and I get more than two customers at a time.
October 2020
Prashant from Genpact
Company Size: 201-500 employees
Industry: Banking
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
October 2020
Inside tool review
Great journey overall
Pros
One of the best tool used to chat with customer, its been 2 days and never faced a latency or outage from inside. Great journey overall
Cons
Features to manually remove or put people on limited
October 2020
James from Benestar Group
Company Size: 51-200 employees
Industry: Health, Wellness and Fitness
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
3.0
Customer support
4.0
Functionality
3.0
October 2020
A Good Start
Pros
Inside has made it easier to consolidate high volume inboxes and webchat into one platform that can be accessed anywhere my team are working from. It has been a good step up from Outlook.
Cons
There is room for improvement about how the program forwards email to different user groups in our organisation that are required to complete the ticket prior to responding to the customer.
Reasons for Choosing INSIDE
The decision was made by IT.
Reasons for Switching to INSIDE
Outlook is not meant for high volume, multiple user inboxes and Zendesk did not meet our medical data storage and hosting requirements.
October 2020
Eileen from Spark
Company Size: 1,001-5,000 employees
Industry: Telecommunications
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
October 2020
INSIDE is FUN!
The best. Within Spark, this is the best software to chat with the customer. I have been using this for more than 4 years and I would still prefer to use this software.
Pros
- I feel like I am just playing a game. The layout is good and we can change the theme. Helps for my overall well-being. :) - I can access my KPI's, sales, productivity, surveys in just one click. - I can see what the customer's typing in real time without them sending it yet. For me this is the best feature with INSIDE.
Cons
Sometimes I can't keep up with the updates :) For the past years, its full of jargons and too technical to read. But I noticed that, you have change and added Guides and Manuals, Videos and tutorials, release notes and support. However, Inside is easy to use so all good.
October 2020
pietro from Gucci
Company Size: 10,000+ employees
Industry: Luxury Goods & Jewelry
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
3.0
Customer support
2.0
Functionality
3.0
October 2020
PF Inside review - Live chat
Quite good in terms of exchanges. Not always easy to discuss possible new features implementations
Pros
User Interface is intuitive and easy to use
Cons
Reporting section is not friendly and very hard to customize in order to have relevant information to drive the business
October 2020
Laura from Randstad Italia S.P.A.
Company Size: 1,001-5,000 employees
Industry: Human Resources
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
October 2020
Molto soddisfatta
Inside è un applicativo che permette la gestione dell'assistenza a 360°
Pros
L'intuitività dell'applicativo e la versatilitÃ
Cons
Attualmente sono soddisfatta con il pacchetto acquistao
October 2020
Jeannette from LEPRIX INC
Company Size: 11-50 employees
Industry: Retail
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
Functionality
5.0
October 2020
Great support
Pros
Getting adjusted to any new software takes a moment but the best part of this is the immediate help and support I've gotten from the INSIDE team. From getting accustomed to the software to implementing new changes and adjustments, their support team has always been responsive and helpful to make this work for us. The visuals and overall use is pretty self explanatory and a fantastic way to visualize the way our customers shop and view our inventory. It's allowed us to understand their needs and be able to make suggestions and secure sales.
Cons
Setup was tricky to do on our own, but the support team was great at helping us with that.
October 2020
Xiaoqing from PEDRO GROUP PTE LTD
Company Size: 201-500 employees
Industry: Retail
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
October 2020
Review on Livechat
NA
Pros
Easy to navigate, change settings, able to do it alone, other users are able to do so.
Cons
some features wanted was only available at the later part, eg VA.
October 2020
Tammy from Staples
Company Size: 10,000+ employees
Industry: Retail
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Customer support
4.0
Functionality
4.0
October 2020
Chat for our Organization
Pros
It is simple to run reports and find any type of data needed. Nice user interface as well
Cons
It can be somewhat buggy but in general runs well
October 2020
Shannon from Benestar Group Pty Ltd
Company Size: 51-200 employees
Industry: Health, Wellness and Fitness
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
2.0
Customer support
3.0
Functionality
2.0
October 2020
Feedback
not too bad, just a little more 'clunky' than hoped
Pros
Its data collection and reporting accessibility
Cons
The limitations around customising to our needs. e.g. you can not fwd and reply to an email all at once - you have to go back in and find it after completing one of these two. emails also double up, and these double ups are not filtered out i.e. double the workload and effort as 2 different people can pick up duplicate emails. The flow on effects, that changes to operator settings have to restrictions applied i.e. if you take the 'cherry picking' option away, you can't pick up an email you were working on with ease - you need to dig into the system to do so
Reasons for Switching to INSIDE
To improve company efficiencies, allow for multiple users to have access and to monitor and report on tasks and SLA's.
October 2020
ALESSANDRA from Randstad Italia Spa
Company Size: 1,001-5,000 employees
Industry: Consumer Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
October 2020
Customer support coordinator
Pros
Semplicità nell': utilizzo e nella comprensione
Cons
Pratico stabile intuitivo di semplice utilizzo.
October 2020
Horace from Lenovo
Company Size: 10,000+ employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
3.0
Functionality
4.0
October 2020
Review for Inside
Pros
flexible of select details that we want.
Cons
The speed of show the report- data too much
October 2020
Laura from Trustpower Ltd
Company Size: 501-1,000 employees
Industry: Telecommunications
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
Functionality
5.0
October 2020
A great platform
Pros
I like the shop floor and being able to see our customers interact with our site in real time.
Cons
Difficulty of upgrading due to our integrations, but this is probably a two way issue and doesn't fall solely on the platform/software.
October 2020
David from Spark NZ
Company Size: 5,001-10,000 employees
Industry: Telecommunications
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Functionality
4.0
October 2020
Pretty good software - lots of customising
Pros
I love the fact the the UI is so balanced and we have so many options for dispositions and sub-channels. A real life saver.
Cons
That the routing algorithm doesn't seem to be transparent in how chats are routed (if done reactively)
Reasons for Switching to INSIDE
Just a different use case.
October 2020
Tugba from David Jones
Company Size: 5,001-10,000 employees
Industry: Retail
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2020
Great platform
Overall, happy
Pros
I love that we can see what a customer is typing before they hit send
Cons
That the customer doesn’t get notified when the agent is available. The customer needs to stay online to see that we have responded.
October 2020
Rei from Latitude Financial Services
Company Size: 1,001-5,000 employees
Industry: Financial Services
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2020
User Friendly
Been a really easy transition
Pros
functionalities of the chat platform easy to navigate and use downloading built in reports is quick and easy
Cons
Switching timezones to monitor departments situated in different platforms
November 2017
Kate from Officeworks
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
November 2017
Easy, functional & visually engaging
Pros
Very easy to use A great company to partner with Continually evolving to suit our needs Meets all of our reporting requirements The visualisation makes our agents far more engaged with our customers
October 2020
Valentina from Randstad Italia Spa
Company Size: 1,001-5,000 employees
Industry: Human Resources
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2020
Good tool to help your customers
Pros
What I like the most is that Inside is really easy to use and to understand
Cons
There is nothing I dislike actually cause it's really a goog instrument for my job
October 2020
anna from Randstad
Company Size: 5,001-10,000 employees
Industry: Human Resources
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
3.0
October 2020
Useful instument
Pros
the product is easy to use, and can fulfit perfectly our need
Cons
the image and the interface and the report
October 2020
Davian from Inktel Contact Center Solutions
Company Size: 51-200 employees
Industry: Marketing and Advertising
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2020
User Revieww
Great
Pros
This software is easy to use and is seamless across all channels to communicate with our clients. It's even easy to share products from the main website.
Cons
When the software is upgraded it can sometimes be difficult to adjust.
October 2020
Elliott from Spark NZ
Company Size: 10,000+ employees
Industry: Telecommunications
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
October 2020
Inside is a good platform
Pros
I enjoy the ease of use of Inside and the customising options that allow you to change/modify things freely.
Cons
I dislike the fact that it is not possible to screenshare outside of the website tab that the customer is on.
October 2020
Chintala from Denave India Pvt Ltd
Company Size: 5,001-10,000 employees
Industry: Information Technology and Services
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2020
I am an user for INSIDE and it is very much user friendly.
Pros
It is easy and fast to access ,best way to interact with the customer's.
Cons
Need more feature's so that we can use it and make easy for us.
October 2020
Juan from 24-7 Intouch
Company Size: 1,001-5,000 employees
Industry: Cosmetics
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
4.0
Functionality
4.0
October 2020
Thank you!
I would say it gets the job done, and helps visually engage the employees for 24-7intouch.
Pros
It's a very cute environment for the beauty advisors working.....it makes work a little entertaining! I like programs that mask the dullness of work with a video game feel! That is awesome :)
Cons
I'm not too sure, I kind of respect the program as it is and can accept it.
Reasons for Switching to INSIDE
I changed positions from Sprint to 24-7intouch.
October 2020
Shunling from Saint Laurent TDM
Company Size: 10,000+ employees
Industry: Sports
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
October 2020
Feed back of Inside
Pros
As a INSIDE user i can shop what I want without leaving my door, even there is physical sales associate show me styles ,colors ,even how to dress up or dress down, that’s something amazing, there is no difference between I walk in the store, the only deference is that more convenient and even saving my time.
Cons
No comment.honestly I like it with no comment.
October 2020
Ana Beatriz from Decathlon Portugal
Company Size: 1,001-5,000 employees
Industry: Retail
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
3.0
Customer support
4.0
Functionality
5.0
October 2020
My experience
Pros
I like the project! I think the system is very interesting and allows you to create a relationship with customers.
Cons
Very confuse! I find it a little confusing at times, a little more simplified would be more beneficial for everyone
April 2018
Anonymous
Company Size: 11-50 employees
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
April 2018
INSIDE has proven to increase website revenue, enhance customer engagement and reduce customer servi
Pros
What I like about Inside is that it is very easy to use and they have a good technical support team to answer any questions.
Cons
What I like the least about INSIDE is that I have to pay a monthly budget to be able to use their service.
October 2020
Filipa from Decathlon
Company Size: 5,001-10,000 employees
Industry: Sporting Goods
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
October 2020
Recomendo!
Pros
Excelente serviço e acompanhamento da equipa técnica, com resposta imediata e apoio 100% disponÃvel.
Cons
Algumas limitações de personalização para melhor serviço/experiência do cliente.
October 2020
Vincenzo from ASM
Company Size: 11-50 employees
Industry: Information Services
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
Functionality
5.0
October 2020
Interactive and easy
Pros
The easy way to use it. The graphics and the report section.
Cons
The fact that during the conversation there is no sound notification of a new message at all.
October 2020
Aldrin James from 24-7 intouch - EXPRESS
Company Size: 201-500 employees
Industry: Outsourcing/Offshoring
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2020
INSIDE Navigation
Great!
Pros
Easy to navigate and to know what you are gonna do next to save information about chats.
Cons
Having hard time putting the customers information
October 2020
Kelly from Bentley
Company Size: 501-1,000 employees
Industry: Higher Education
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2020
Finally reaching the students where they are
Pros
That we are able to proactively reach out to the students while they are browsing our site. We can provide them with real-time service and truly give them a personal feel not from a BOT.
Cons
Still learning right now, we dont have many negatives
October 2020
Kylie from Baylor University
Company Size: 11-50 employees
Industry: Higher Education
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2020
Great for Live Chat
We are using INSIDE to speak with visitors on the website and answer their questions. I find it really helpful.
Pros
I love that there are options for pre-written responses. Also, it is really helpful to see what guests are typing and where they are to get a sense of time zone. It is very easy to navigate.
Cons
I feel like I am often having to fix the disposition because the person leaves the site, I think it should ask for a disposition if someone leaves.
October 2020
Vaishali from Staples Business Advantage
Company Size: 1,001-5,000 employees
Industry: Consumer Services
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2020
The best chat application
Pros
Inside has all the features which we can use for responding to the customer without wasting time. Tools like product inquiry, attachments, templates, past history for chats, the chat statistics, review platform for the customer, this is a great package, a software which has everything.
Cons
At times the product screen won't link to our website eway.ca
October 2020
sofiane from kering
Company Size: 10,000+ employees
Industry: Luxury Goods & Jewelry
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
3.0
Customer support
2.0
Functionality
4.0
October 2020
There are always rooms for improvements
Pros
The fact we can see browser history and the integration with the website
Cons
The deployment of new features and cutomization have always problem Integration with Salesforce is not so good