Case Study: Onshape reduces support tickets with Higher Logic Vanilla

How Onshape Made their Customers’ Voice Matter with a Strong Digital Customer Experience with Vanilla

Onshape partnered with Higher Logic Vanilla to create a dedicated customer community as it prepared for a public beta. The support team was overwhelmed by tickets from freemium users, which made it harder to serve paying customers and created inefficiencies that were hurting the business.

Higher Logic Vanilla implemented a branded community with Q&A, knowledge base, gamification, and integrations with HubSpot, Salesforce, Zendesk, and Jira. The result was a 20% reduction in support tickets, a 99% customer response rate, and more than 4,000 questions asked and answered, with over 65% accepted by community members. The community also drove traffic spikes of about 75% during product releases and became a central hub for product feedback and support.

Onshape

Lou Gallo

Director of Support