Insider Newsroom
March 06, 2023
Insider announces 243% growth in Malaysia following a series of customer expansions and wins, including Firefly, Tunetalk, Digi, and Maxis
Insider, a single platform for building individualized, cross-channel customer experiences, today announced that they achieved 243% in the past twelve months. This news follows notable customer wins — including Firefly, Tunetalk, Digi, and Maxis — and continued expansion among existing customers.
Insider powers hundreds of Malaysian brands across retail, eCommerce, financial services and banking, telecommunications, media and entertainment, and travel and hospitality. Insider’s impressive growth in the region comes despite a global softening economy.
In response to the positive economic outlook, many marketing and CX leaders seek to optimize or consolidate their existing tech stacks to capitalize on growing consumer confidence and the higher-than-expected GDP. Retailers and brands aim to reduce unnecessary overlapping costs, gather revenue-driving insights otherwise lost in disconnected systems, and unlock more ROI and business value from their tech investments. This renewed focus on driving profitable growth from CX technologies has significantly contributed to Insider’s growth in the region, given its proven ability to deliver ROI 3X faster than any other vendor (G2).
To support business growth and ensure clients receive exceptional local customer support, Insider has also announced plans to grow the Malaysian team.
“At Insider, we’re renowned for delivering fantastic local account management and support to our customers. Our commitment is to combine local know-how with global expertise to ensure our customers receive the highest customer satisfaction. This commitment was recently recognized when our team won The Gainsight Dream Team Award. G2 users also rate our ‘Quality of Support’ as 9.6/10, one of the highest scores compared to any other vendor. In light of continued growth in Malaysia, we are actively recruiting account managers and customer support professionals” says Tunc Bolluk, Managing Director at Insider.
“Insider has cemented its position as a leader in the personalization and customer orchestration industry. With our robust product, built specifically for marketing and eCommerce teams to deliver outstanding, growth-driving CX initiatives – we’re witnessing phenomenal interest from leading brands and retailers; we will continue to innovate and fortify our strengths to further accommodate marketers’ needs in the fast-changing MarTech landscape in Malaysia.”
“Insider has been awarded #1 leadership from Forrester and Gartner, IDC, and G2, cementing our customers’ trust in the platform. Typically, our customers are looking for ways to unite and simplify their tech stack, either by moving away from single-point solutions that keep data locked up in silos or turning away from clunky cloud players that are hard to integrate,“ adds Bolluk.
Insider recently announced that it became a WhatsApp Business Solution Provider (BSP) following the acquisition of Meta-verified Messaging Platform, MindBehind, and launched WhatsApp Commerce to help brands deliver end-to-end buying experiences.
Insider is a market leader for personalized omnichannel experiences receiving top marks and positioning in: The Forrester Wave for Cross-Channel Campaign Management, Gartner Magic Quadrant for Personalization Engines, and IDC MarketScape Worldwide Customer Data Platforms. Insider has received over 560+ customer reviews, making them a top-rated and #1 leader in G2’s Winter 2023 Report across 6 categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and E-commerce Personalization.
What our customers say:
Insider is helping us to communicate with our customers based on customer demands. Insider is the solution to one of the most common, yet difficult challenges in the fashion industry: relevant product discovery. The Smart Recommender is one of the best-of-its-kind products that is powered by a really strong AI technology that makes the recommendations really work. “UPT” is the most valuable KPI for Levi’s Turkey and Insider is helping to boost our UPT with Smart Recommender. By taking stock of user behavior and past data, Insider is able to help us show the aptest products to our customers that make them want to click and shop more. We also use Social Proof which does a splendid job in encouraging users to purchase from us.
We wanted to facilitate better conversions by improving product discovery. Smart Recommender has been a great fit for us and coupled with Social Proof, we have seen a significant increase in CTRs for a number of our products.
Insider helped us engage our pre-existing email customer base to generate improved revenues, diverting traffic back into our website and encouraging purchases. With automated cart abandonment push notifications on our app, we were able to achieve a wonderful CTR of 13%, resulting in a conversion rate of 2.11%. Since implementing Insider into our web, mobile & email experiences, we have seen an average CTR of 1.9% – 2.2%.
What problems is Insider solving and how is that benefiting you?
Having a huge, loyal customer base is one thing. Keeping them engaged and interested in our brand is another. We were looking for a platform that would help us fulfill this purpose, consequently improving our revenues and brand experience. In Insider, we found a great partner to realize these goals of ours, and we are happy with the results that Insider has helped us achieve. Using Insider’s suite of tools, we have been able to bring back our customers to our website/app, improving our click through and conversion rates through personalized experiences tailored to each unique customer.
The depth of segmentation possible with Insider is unlike any other platform that we have used before. It allows for creating highly targeted personalized campaigns that can be delivered with precision. It’s also fairly easy to use and quick and smooth to set up. With one platform, we can meet all our requirements instead of having to rely on multiple vendors. This also means that we are able to consolidate all our data at one point instead of having disjointed and broken data across various platforms. We are using the website from Insider for both the desktop web and mobile web, and web push as a channel contributes to over 6% of our site traffic, and we love the bulk push feature as it’s highly engageable.
We wanted to increase our pageviews as this means more chances of conversion for us. We are using Insider to improve the pageview metrics and help our visitors to discover more categories once they arrive at our website. We rely on web push to engage and inform our users about the relevant types/categories/pages they may be interested in.
Insider’s segmentation enables us to keep these web push notifications as relevant as possible to each user’s interests, and as a result, we have over 383,000 web push subscribers.
Once we started using Insider, we started appreciating the A/B testing capability of the tool. Insider’s web suite features and web push is really powerful and we’ve been able to recover a lot of our abandoned booking. Overall, we’ve been able to optimize the user experience on site.
Our business goals were to optimize the user experience and improve engagement across the funnel. With Insider we’ve been able to implement UI/UX changes that have contributed to the overall uplift in user experiences onsite. Using their web push feature, we’ve also been able to successfully win back abandoned bookings. We tried out a homepage reorder on our mobile web and this helped us achieve a 460% uplift in conversion rate on the mobile web.
Looking forward to the future:
We will continue to support our Malaysia customers with local account management and customer success teams to provide our winning combination of global expertise paired with local know-how.
Our product roadmap is continuing to accelerate as we develop industry-leading products that are proven to deliver more profitability, growth, and revenue for our customers.
Our goal remains steadfast; to support our customers with their customer experience initiatives through our market-leading solutions and local strategic guidance.
