Case Study: Docebo achieves 96% peer-to-peer response rate and stronger customer engagement with Gainsight's Digital Hub

How Docebo Community Hit 96% P2P Support In Less Than a Year

Docebo, a global learning technology company, needed a central place to boost customer education and self-service. Senior Director Adam Ballhaussen pushed to create a community hub so customers could connect, share best practices, ask questions, and give product feedback—areas where Docebo was underperforming and support was overburdened.

Docebo launched the Docebo Community in 2021 using Gainsight’s Digital Hub, enabling peer-to-peer engagement, knowledge sharing, and product ideation. The community grew to 4,000+ members (about 50 new users/week in 2022), achieved a 96% peer response rate within a year, generated 1.8K ideas, and led 40% of participating customers to rely less on support—while boosting use of the Knowledge Base and other learning tools.

Docebo

Adam Ballhaussen

Senior Director of Customer Education & Advocacy