Use Community to Achieve Results Across Your Business
Customer Success
Deliver value at scale by creating a central engagement hub.
Customer Support
Reduce ticket volumes and support costs with self-service tools.
Marketing
Grow your brand with advocates and user-generated content.
Product
Develop more marketable products using customer feedback.
Get More from Higher Logic Vanilla’s Community Features
Self-Service & Collaboration
Take the pressure of your customer support team by creating a place that has everything your customers need to succeed: help documentation, product experts, crowdsourced answers, and more.
- Federated search pulls in content from external platforms and makes it searchable in one place.
- Q&A and discussion enables users to crowdsource support to get answers more quickly.
- Networking and virtual events facilitates peer-to-peer connections and best practice sharing.
Theming
Build a community that is an extension of your brand. Our simple layout editing tools allow you to create a community that is unique to you, without writing a line of code.
- Drag and drop layout editor gives you the power to change the look and feel of pages with ease.
- Widget library provides a host of options for banners, buttons, and more to build your pages.
- Mobile and accessibility friendly designs make for a more inclusive and accessible user experience.
User Engagement
Launch and grow an engaged community by using features like polling, leaderboards, points and badges.
- Gamification encourages and recognizes participation with things like badges and leaderboards.
- Polling capabilities enable a more dynamic discussion experience.
- Product feedback process allows you to test ideas and incorporate the voice of the customer into your roadmap.
Community Analytics
Capture and visualize community data to better understand users, measure the impact of your strategy, and make more informed decisions.
- Pre-built reports provide visibility into how users are engaging to help drive new initiatives.
- Custom reports enable you to dig into data deeper to answer more specific questions.
- Download your data to use it for other things, whether it’s email campaigns or further investigation
Admin and Security
Managing an online community can feel like herding cats. But with our admin features, you’ll have everything you need to bring order to the chaos and create an engaged community. From the admin dashboard, you’ll be able to manage profiles and permissions, creating the best experiences for your community members.
Explore Admin and Security Features
Integrations
Make your community a central hub for customer engagement by integrating your systems with Higher Logic Vanilla either directly or by using Zapier or Salesforce.
Explore Integrations
Higher Logic Vanilla FAQ
Higher Logic Vanilla is the best-in-class community platform helping B2B and B2C companies create a digital place where their customers can access critical knowledge, get support, and connect with each other. We are community-first, meaning we only provide community, it is not an add-on to another solution and our team are experts in the space. Additionally, we were built to scale, so whether you are a small company or a large enterprise, Higher Logic Vanilla is equipped to help you succeed.
Vanilla Forums is a Canadian software company founded in 2009 in Montreal, Quebec, Canada. It was acquired by Higher Logic in 2021 and rebranded as Higher Logic Vanilla.
One, it can help you centralize FAQs and resources to streamline customer onboarding. Two, it allows you to create a place where customers can access help docs and exchange best practices with their peers, driving product adoption and better outcomes. Lastly, it enables your customer success team to scale because they have a mechanism for facilitating 1:many relationships. Together these lead to a better customer experience and helps reduce churn.
Instead of a team fielding individual customer requests, scaled customer success is 100% proactive. It is a set of programs designed to drive outcomes proactively, such as how to recognize time-to-value quickly, increase product or feature adoption, and drive lifetime value for both you AND your customers.
It is likely you already have one! Online communities can look like Slack channels or LinkedIn groups for customers. However, to give your community a home, we recommend investing in a platform, like Higher Logic Vanilla. We can guide you through the steps of setting it up.
Community should be engrained in your customer experience. It’s the one place your customers go to find information about your product and connect with peers to share best practices. Posting product updates, relevant content, and events to draw them to the community is a great way to start getting your customers to engage. Gamifying your community with Higher Logic Vanilla’s ranking and rewards system can also help drive engagement!
Community helps you build a customer experience around your product. When your customers are part of a community of peers talking about best practices and seeing frequent product updates, they will be more aware of new features, and, in turn, more likely to adopt features and renew their subscription. Communities also create a place where you can host documentation, so customers can learn about your product and configure it to meet their needs.
Want to reduce support tickets and boost self-service? Let’s talk community.