Case Study: Cireson reduces support tickets by 90% with Higher Logic Vanilla

How Cireson Deflected 90% of its Support Tickets

Cireson, a software company, was spending a large amount of time handling hundreds of repetitive support tickets each week, many of them answering the same frequently asked questions. To reduce the support burden, the company looked for a community platform that could be affordable, highly customizable, and easy to search, ultimately choosing Higher Logic Vanilla.

Higher Logic Vanilla helped Cireson launch a branded, phased community that enabled customers to self-serve, share knowledge, vote on product ideas, and support one another. The result was a 90% decrease in support tickets, with daily inbox volume dropping from 40–50 tickets to just 3–4, while the community evolved into a sustainable, self-sufficient resource that continued thriving years after launch.

Cireson

Joe Burrows

Senior Support Engineer