Case Study: Hootsuite achieves a 53X increase in active community users and higher self-service ratios with Higher Logic Vanilla

Hootsuite Keeps Customers Satisfied Through Their Self Service Customer Community

Hootsuite, the widely used social media management platform with over 15 million users and more than 800 of the Fortune 1000 as customers, faced a rising volume of support issues and needed to move off a legacy support community platform within 60 days without harming customer satisfaction or self-service goals. They selected the Higher Logic Vanilla community platform to deliver a multilingual, mobile-friendly self‑service center that would integrate with Zendesk, meet security requirements, preserve existing data, and help distinguish issues that required agent intervention from those that could be community‑resolved.

Higher Logic Vanilla implemented an intuitive desktop and mobile community with gamification, seamless migration, Zendesk integration, and multilingual support. The results were dramatic: active community users increased 53X (June 2015 to April 2016), 90% of new community visits now come from Google organic search, and roughly 10–15% of questions are answered by other Hootsuite users and ambassadors—improving Hootsuite’s self‑help ratio, reducing reliance on direct support channels, and freeing the team to focus on proactive, higher‑value support.

Hootsuite

Gabrielle Maheux

Social Channel Lead