Case Study: SecureAuth Reduces Support Tickets and Speeds Response Times with Higher Logic Vanilla

SecureAuth - Customer Case Study

SecureAuth, a provider of secure authentication experiences for workforce and customer identities, was struggling with scattered support information, confusing customer navigation, and rising support ticket volumes. The company needed a simple, scalable self-service experience that would centralize product announcements, documentation, and help resources while improving customer experience. It chose Higher Logic Vanilla’s community platform to help solve these challenges.

With Higher Logic Vanilla, SecureAuth launched a centralized customer community featuring custom categories, prominent search, tagging, announcements, and a video library to make content easier to find and keep customers informed. The new community streamlined self-service and communication, leading to a 23% decrease in support tickets and a 35% decrease in average response time. SecureAuth reported that the results exceeded expectations and improved the overall customer experience.

SecureAuth

Nichole Devolites

Director of Customer Experience