Case Study: ShipStation achieves rapid community growth and improved self-service support with Higher Logic Vanilla

ShipStation - Customer Case Study

ShipStation, a web-based shipping solution for eCommerce, needed a way to cultivate community, engage customers and provide support across a varied client base. To meet that need they partnered with Higher Logic Vanilla, deploying the Vanilla community forum with API integration into ShipStation’s support dashboard so community content appears in search results and customers can help one another.

Higher Logic Vanilla implemented a gamified forum (badges, ranks, points), social media integration and contests, plus API ties to ShipStation’s support system to surface community answers. The forum grew from about 100 users to over 400 in one week, generated strong positive feedback, and shifted easy/helpful questions away from the ticketing system as customers began solving each other’s issues.

ShipStation

Erika Jarvi

Social Media and Content Manager