Case Study: Tealium (enterprise tag management leader) achieves improved customer self-service and reduced support calls with Bloomfire

Bloomfire Empowers Tealium Customers and Partners with Socially-Enabled Q&A Engine

Tealium, a leader in enterprise tag management and digital data distribution, needed a better way to help marketers get fast answers about Tealium iQ. Clint Ivy, senior director of education, found the company’s wiki was stale, hard to update, and poorly suited for multimedia or Q&A, forcing customers to call or email support for routine questions.

Tealium implemented Bloomfire to create internal and external knowledge communities—including the Tealium Learning Community (1,200+ members)—using socially enabled Q&A, multimedia support, and simple content templates. The platform increased contributions from customers, partners, and employees, kept content fresh, supported an Ask-the-Expert model, reduced support demand, and integrated with Tealium’s social and mobile channels.

Tealium

Clint Ivy

Senior Director