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

How TeamViewer Achieved a 75% Decrease in Time to Answer

TeamViewer was looking to replace its existing community platform and considered three providers, with Higher Logic Vanilla standing out for its ease of use and intuitive experience. The company’s challenge was to migrate a large, multilingual support community without disrupting service, while also improving the value of the community for both support teams and customers.

Higher Logic managed the migration smoothly, moving 400,000 users along with content, images, links, SSO, and authentication in less than a day of downtime. With Higher Logic Vanilla, TeamViewer improved support efficiency and saw a 75% decrease in time to answer, while also expanding its community into Japanese, Chinese, German, Spanish, French, and soon Portuguese. The community even helped drive revenue by converting visitors seeking support into paying customers.

TeamViewer

Esther Heide

Program Manager Community and Social Media Support