Case Study: Wave achieves a 30% reduction in support tickets in 4 months with Higher Logic Vanilla

How Wave cut support tickets by 30% in 4 months

Wave, a fast-growing financial software and payments provider serving over 3 million small businesses, was overwhelmed by support demand: its Zendesk community lacked the functionality to provide a true self-service, engaging experience, leaving a 20-person support team handling roughly 10,000 monthly tickets. To solve this, Wave selected Higher Logic Vanilla and its Vanilla community platform to create a searchable, customizable forum with groups, badges and service-specific channels.

Higher Logic Vanilla migrated Wave’s community smoothly and enabled features that drove self-service and advocacy. Within four months Wave cut support tickets by 30%—from about 10,000 to 7,000 monthly (roughly 3,000 tickets deflected)—while increasing customer and advocate engagement, freeing the support team to focus on higher-value interactions.

Wave

Charlotte Hamilton-Warr

Community Manager