Case Study: Hootsuite achieves consolidated, high‑engagement customer communities with Higher Logic Vanilla

Hootsuite Migrates Multiple Customer Forums & Programs to One Community Platform

Hootsuite, the world’s most widely used social media management platform, needed to consolidate multiple customer engagement programs—support, product feedback/ideation, and an Ambassador gamification program—that were spread across different legacy systems. To create a single, consistent community experience, Hootsuite engaged Higher Logic Vanilla (Vanilla Forums) to migrate and unify these forums onto one community platform.

Higher Logic Vanilla executed a staged migration—moving the support forum in 60 days and bringing the Ambassador and feedback communities over in a few months—using test migrations, data preservation, and SEO safeguards. The consolidated Vanilla platform enabled seamless data export and SSO, drove forum traffic to Hootsuite’s site, supported multilingual and gamified experiences, and delivered immediate savings; Hootsuite now reports about an 80% engagement rate and improved product feedback workflows after working with Higher Logic Vanilla.

Hootsuite

Gabrielle Maheux

Social Channel Lead