Case Study: Onshape reduces support tickets with Higher Logic Vanilla

Onshape's Customer Support is a Roaring Success

Onshape, a product company looking to improve customer support and gather clearer feedback, needed a community platform that could reduce disjointed ticket handling and integrate with its existing tools. Higher Logic Vanilla was selected as the best fit because it offered product-focused community features and flexibility to connect with HubSpot, Salesforce, Zendesk, and Jira.

Higher Logic Vanilla implemented a community with Q&A, knowledge base, gamification, and support integrations so customers could ask and answer questions themselves while routing issues to Zendesk and Jira. The results were strong: Onshape saw up to a 20% reduction in support tickets, more than 4,000 questions answered in the community, over 65% of those answers accepted by members, and a 75% traffic surge during product releases, making the community a central hub for support and product knowledge.

Onshape

Lou Gallo

Director of Support