Case Study: UserTesting achieves a thriving, highly engaged customer community with Influitive

Building a User Community Based on Empathy and Mutual Respect at UserTesting

UserTesting, a video-first customer experience platform, needed to build an empathy-driven customer community from scratch to deepen relationships, drive advocacy, and generate high-value activities like case studies and speaker engagements. The challenge was to attract the right early adopters, manage internal expectations, and create personalized experiences for multiple user personas while favoring quality over mass growth.

Using Influitive’s community platform, gamification, targeting and a custom API integration, UserTesting launched CommUnity with segmented groups, repurposed content, regional HUG meetups, and automated rewards for product usage. Engagement rose sharply—CommUnity grew to ~1,300 members by end of 2020 and over 3,200 by end of 2021—yielding stronger customer relationships, more advocacy activity, and a scalable program that continues to expand globally.

UserTesting

Lauren Turner

Senior Manager