Gainsight Digital Hub vs. Higher Logic Thrive

Overall we have been happy with the functionality and ease of use of the inSided platform. Our ability to offer resources in an easy-to-navigate format through the knowledge base is friendlier and more effective than what we used in our previous KB. We are able to engage more with our customers as they offer ideas through the inSided platform. This will become more effective as our customer base grows.

Incentivized

Higher Logic works very well for our business purposes. We can very easily create new communities when we need to (and this is often!). Our association isn't as concerned with driving engagement, but the tools Higher Logic provides allows us to take a closer look at the engagement level of our committee members when needed

Incentivized

• Community
• Integrations
• Ideation

Incentivized

• Higher Logic product managers are probably some of the best in the industry. They know their products and aren't pushy in trying to sell them to you. Don't get me wrong, they do try to sell you a product, but they understand that not everyone who is tasked with learning more is also a decision maker. That doesn't stop them from being professional and thorough in their demonstrations or explanation of fees.
• Their technical support is top notch. Not only do they work to resolve issues, they also work with you to help you with non-issues. Our initial redesign was done by an agency that worked with HL directly to set up the new site. When I was tasked with a mini-redesign this year, HL technical support offered me a lot of insight on how to best do this using just my skills and HL.
• They offer training on their platforms to ensure your success as an administrator. There is no cost and you can either go to their onsite two days "boot camp" or you can access a plethora of training videos and webinars through their online users' community.

Incentivized

• The timing for sometimes for customer support could be improved.
• Connecting with a customer success representative could be a little speedier.
• Changing the names of groups could be easier! I figured it out, but it wasn't as clear or easy as I think it could be.

Incentivized

• Reporting is copious but you cannot build your own reports so you may have lots of information in several different reports and have to pick and choose across several to combine manually. Exporting functionality is there but there are some reports that are only a screen shot and you cannot export them.

They are a great company that offer great products - primarily their community. As they continue to grow and expand their offerings, I believe they will increase the number of products that offer and in turn grow their client base. We use their community, activity synch, and volunteer manager currently.

The software is not that simple to use when you have to get volunteers involved in the content assembly process. The content management system that is native to Higher Logic could improve to make the task of training volunteers far easier. Given its simplicity, it is hard for the system to rival more developed websites that use advanced CMS software.

Incentivized

Higher Logic's support is sub-par at best. It can be difficult to get in contact with anyone from the support team, and when you do, it seems as if they don't want to talk to you and don't even have the answers to your questions. Within the past few months, we've contacted them twice and both times have been very disappointing. The first time was to let them know there was an inconsistency between the analytics report and the heat map. They basically said that they already knew about the problem but didn't have any set plans to fix it because they were working on other "more important" things. The second time was for a conference call to go over some additional features that we wanted to implement. And the lady we spoke with seemed very disgusted to have to speak with us and then rushed us off the phone because she had another call.

Incentivized

InSided tool was in our budget and provided us with more features. Other tools were way more expensive. The circle was great and cheaper and we worked with them before but InSided provided us with more features and integrations. Salesforce was almost triple the price so we have decided to go with InSided.

Incentivized

We are just in the early stages of looking into HubSpot Service Hub to determine if it will be a viable replacement for Higher Logic Community. We have other uses for the ServiceHub so there is an appeal to have it be a "one stop shop" for us. The big question however is how it will stack up to Higher Logic for the online communities. Candidly, while Higher Logic may be tough to beat in this area, it is something we will be looking closely at in the next 12 months.

Incentivized

• Increased awareness inside the company
• Make users more engaged

Incentivized

• Understanding preferences-- Higher Logic helps us tap in to how our members want to hear from us.
• Data collection-- Since we started using Higher Logic the amount of data we get from our members has increased greatly.
• Consolidation of tools-- Higher Logic replaced 2 or 3 additional SAAS options being utilized by us. This helped save money!

Incentivized