With 46% Increase in Members and 57% Increase in Member Engagement, Protech Uses “Friendly Chats” to Solve Customer Issues
Washington, DC — April 27, 2017 — Higher Logic announced that Protech Associates, Inc., provider of cloud-based association management software powered by Microsoft Dynamics CRM, has deployed a Higher Logic-powered online community to reduce the burden on support staff and enable users to get the information they need in an engaging and friendly way.
In early 2015, Protech Associates Director of Customer Care Matt Bruffey recognized the need to take customer support beyond a support ticket. “We had little or no direct communication with our users, and many of them felt they were being left to fend for themselves,” said Bruffey. Bruffey found that the Higher Logic online community platform had all the capabilities he wanted: an open forum for networking, a resource center for downloading materials, a digest capability for distributing discussions to a user’s email inbox, and detailed reporting on user activity.
Protech Associates launched the Protech Users Group (PUG) in July of 2015. Out of 100-plus customers and 2,000-plus total users, the community had 50 members after the first two weeks and is now up to 650, with a 46 percent increase in new members over the last year. Member-to- member interactions, a key measure of engagement, has also increased by 57 percent. Users love the ability to interact with Protech experts and get additional insight into using the system. The system’s gamification capabilities have also become an important way to encourage participation and increase engagement with the community.
“It’s like Tier 1 support on steroids,” said Bruffey. “Every answer to every question is automatically saved and available to all members. The discussion between users and our staff is also much less formal than a support ticket. It’s like a friendly chat about solving their problems, which has enabled us to create very positive relationships with users, something that was simply impossible before. I had very high expectations for our online community when we started on this journey, and Higher Logic has far exceeded them.”
“Organizations that rely solely on support tickets to respond to customer issues are missing a huge opportunity to increase customer satisfaction and loyalty while lowering their costs,” said Higher Logic CEO Rob Wenger. “Higher Logic is an ideal way to create a community that allows members to get the answers they need when they need them in a truly engaging way. With Higher Logic, organizations have the opportunity to turn potentially negative ‘issues’ into a chance to create a deeper and more positive relationship.”
Read the case study: “Protech Associates Creates ‘Tier 1 Support on Steroids’"
About Higher Logic
Higher Logic is an industry leader in cloud-based community platforms. Organizations worldwide use Higher Logic to bring people all together, by giving their community a home where they can interact, share ideas, answer questions and stay connected. Our goal is to help your organization with deeper engagement and meaningful interactions for your members, customers and prospects. Everything we do - the tools and features in our software, our services, partnerships, best practices - drives our ultimate goal of making your organization successful. For more information, visit www.higherlogic.com and follow us on Twitter @HigherLogic.