Drive Business Value With Customer Community Software
The all-in-one customer community software designed to help your B2B or B2C company succeed.
Achieve Better Results Across Your Business
Customer Success
Deliver value at scale with a central online engagement hub.
Customer Support
Reduce support ticket volumes and costs with accessible self-service tools.
Marketing
Inspire customer advocacy and source user-generated content.
Product
Develop more marketable, useful products by gathering and evaluating customer feedback.
Powerful Customer Community Software Features
Self-Service and Collaborative Support
Take the pressure of your customer support team by creating an online community that has everything your customers need to succeed: help documentation, product experts, crowdsourced answers, and more.
- Federated search: Pull content from external platforms and make it searchable in one place.
- Q&A and discussions: Enable users to crowdsource support to get answers more quickly.
- Networking and virtual events: Facilitate peer-to-peer connections and online collaboration.
Content, Design, and Moderation Tools
Build a customer community that’s 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: Change the look and feel of pages with no design experience required.
- Widget library: Choose from a host of options for banners, buttons, and more to build your pages.
- Mobile and accessibility friendly designs: Provide an inclusive and accessible user experience.
User Engagement
Engage customers in your online community and increase activity with exciting interactive features.
- Gamification: Encourage and recognize participation with badges, points, and leaderboards.
- Polling: Enable a more dynamic discussion experience with user polls.
- Product feedback process: Test product ideas and incorporate customer voices into your roadmap.
Automation and AI
Streamline engagement, support, and moderation with Higher Logic Vanilla’s automation and AI tools—built to help community teams scale impact without scaling effort.
- Automation rules: Trigger workflows based on user behavior, post activity, or time-based events to keep things moving behind the scenes.
- AI-suggested answers: Instantly surface relevant replies from past discussions to help users get answers faster.
- Sentiment analysis: Monitor member tone and community health at a glance, with AI-generated insights on posts, trends, and keywords.
Community Analytics
Our customer community software helps you capture and visualize data to better understand users, measure the impact of your strategy, and make more informed decisions.
- Pre-built reports: Get visibility into how users engage to improve your community.
- Custom reports: Dig deeper into your data to answer more specific questions.
- Easy data downloads: Export community data to use for marketing campaigns or further analysis.
Admin and Security
Manage members, roles, and permissions from one central platform. Set guardrails once, apply them everywhere, and reduce manual admin work so you can focus on growing a community that runs smoothly at scale.
- Admin dashboard: Monitor user activity and statistics from a user-friendly dashboard.
- Profiles: Manage profiles with role-based permissions, ranked statuses, and individual privacy settings.
- AI Bot Shield: Protect your customer community from bots with smart detection and blocking.
Seamless Integrations
Make your online community a central hub for customer engagement by integrating your existing systems with Higher Logic Vanilla. Connect solutions directly or by using Zapier or Salesforce.
Explore Integrations
Higher Logic Vanilla FAQs
Higher Logic Vanilla is the best customer community software available, helping B2B and B2C companies create an online space where customers can access critical knowledge, get support, and connect with each other.
We are community-first, meaning we only provide community software—it is not an add-on to another solution, and our team members are experts in the space. Additionally, we were built to scale, so whether you use our solution at a small company or a large enterprise, Higher Logic Vanilla is equipped to help you succeed.
Vanilla Forums is a software company founded in 2009 in Montreal, Quebec, Canada. It was acquired by Higher Logic in 2021 and rebranded as Higher Logic Vanilla.
Higher Logic Vanilla can help your business:
- Centralize FAQs and resources to streamline customer onboarding.
- Allow customers to conveniently access help docs and exchange best practices with their peers, driving product adoption and better outcomes.
- Enable your customer success team to scale by facilitating one-to-many relationships.
Together, these abilities lead to a better customer experience that boosts satisfaction and reduces churn.
Instead of relying on 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 recognizing time-to-value quickly, increasing product or feature adoption, and driving lifetime value for you and your customers.
Chances are, you already have one! Many online communities start as Slack channels or LinkedIn groups for customers. However, to give your community a home and allow it to grow, we recommend investing in a customer community platform like Higher Logic Vanilla. We’ll guide you through the steps of setting it up, migrating your community, and optimizing it for maximum engagement.
Community should be ingrained in your customer experience. Boost engagement by creating one place where customers can go to find information about your product and connect with peers to share best practices. Posting product updates, creating relevant content, and advertising events to draw them to the community are all great ways to start getting your customers to engage. Gamifying your community with Higher Logic Vanilla’s ranking and rewards system can also help drive engagement.
Online communities help you build a valuable customer experience around your product. When your customers are part of a community of peers talking about best practices and browsing 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 customer satisfaction? Let’s talk community.