Case Study: Qualtrics achieves scalable, faster digital support and increased self-service with Higher Logic Vanilla

How Qualtrics Transformed Their Digital Support Strategy

Qualtrics, the experience-management SaaS pioneer, needed a dedicated online customer space so users could connect, share use cases, and get faster, peer-to-peer support without escalating to developers. After evaluating options for customizability, gamification, ease of use, and cost, Qualtrics selected Higher Logic Vanilla (Vanilla Forums) to deliver their community platform.

Higher Logic Vanilla implemented a customizable, quick-to-launch community forum with gamification and moderation support that complemented Qualtrics’ existing documentation. The community drove immediate engagement—brand evangelists and customers began answering support questions, sharing code and best practices, and networking—leading to improved self-service and ticket-resolution ratios, positive product signals, and a thriving customer community.

Qualtrics

Kendra Jackson

Global Operations Manager