Case Study: Smartsheet achieves higher member engagement and cost effectiveness with Higher Logic

Smartsheet’s Community Increased Member Engagement & Cost Effectiveness

Smartsheet needed a new outside community platform after outgrowing its existing system, and the team wanted something flexible, affordable, and easier to integrate with its customer service and knowledge management tools. Smartsheet evaluated Higher Logic’s community solution as part of its search for a partner that could improve the customer experience while better demonstrating ROI.

Higher Logic helped Smartsheet with a smooth migration and a well-supported launch, including strong customer success guidance and attention to implementation details. The new platform’s moderation tools, gamification, analytics, and response features drove more productive conversations and higher engagement, cutting average response time to 12 hours. Smartsheet also reached more than 10,000 members and shifted to about 80% member answers versus 20% moderator answers.

Smartsheet

Gwyenth Casazza

Senior Manager of Support