Case Study: TeamViewer achieves a 75% decrease in time to answer with Higher Logic Vanilla

How TeamViewer achieved a 75% Decrease in Time to Answer

TeamViewer, a global provider of remote connectivity and IT management solutions, was overwhelmed by a high volume of repeat support tickets from freemium users and an underperforming community platform that couldn’t scale or deliver needed features. After evaluating options, they chose Higher Logic Vanilla for its scalability, out-of-the-box features and ease of use to modernize and grow their community.

Higher Logic Vanilla migrated TeamViewer’s community—400,000 users, content, images and SSO—in under a day and delivered a customizable, spam-resistant, multilingual forum with ideation and machine-translation capabilities. The new Vanilla-powered community cut time to answer by 75%, sped accepted answers by 96%, enabled global language expansion and helped convert many community visitors into paying customers, becoming the backbone of TeamViewer’s support.

TeamViewer

Esther Heide

Program Manager Community and Social Media Support