SecureAuth

As Nichole began to survey her options, she realized that a great solution didn’t have to be complicated to get the job done well. She wanted a platform that her customers would find easy to navigate.

Essentially, simplicity and ease of use were what Nichole was looking for, and it was the user-friendly nature of the Vanilla platform that immediately drew her attention. “Vanilla’s platform is not only powerful, but it is also incredibly easy to use.”

After speaking with Vanilla, Nichole knew that building a fantastic community that delivered on their customer’s needs was going to be very straightforward. Moreover, the ability to customize the community to a tee was what really hooked Nichole on Vanilla. “We wanted to make sure it was easy for our customers to go in [the community] and access the information they needed,” explained Nichole. “But, in order to do this, we needed custom categories, a highly visible search bar that picks-up on our tagging system and the ability to provide custom messaging. Vanilla provided us with all of this at an out-of-the-box price tag.”

SecureAuth had multiple repositories, which was one of the primary reasons they needed to centralize their information into a community. However, they knew getting the content in there was going to take some work.

“There were so many places that our information could be found,” explained Nichole. “We had various forums, blog posts, knowledge bases and repositories—so we were concerned about getting all of this content into the new Vanilla community without losing anything. As it turned out, we had nothing to worry about at all!”

The move went smoothly. All of their articles and blogs were now funneled through the community and afterwards, were tagged and categorized so that they could be found easily. The powerful search function that would end customer confusion and deliver results was now in sight.

After the new SecureAuth community went live, Nichole was immediately overwhelmed with positive feedback from not only her organization, but also their customers. “The majority of what our customers need can now be found in one centralized location—our new community—and our customers are absolutely loving the organization we brought to their self-service support.”

The new community was also able to address some of SecureAuth’s lingering issues with communication. Before the launch of their new community, Nichole’s team kept hearing that their customers didn’t know about the latest product information or features. Nichole was happy to find that the Vanilla platform was also able to provide a strong solution to this issue through the Announcement feature. This solution enabled Nichole and her team to input a custom message on the community homepage and highlight the most relevant and recent content or news.

Perhaps the biggest success that Nichole noted was that the new community made her initial goals seem quite small. SecureAuth’s initial goal was to see a 10-15% decrease in support ticket volume and response time, but after the community was up and running, Nichole reflected, “in hindsight, it was a pretty low goal. We are seeing numbers that we didn’t even think were possible!”

The multi-media aspect of Vanilla was a feature that wasn’t initially on their must-have list, but now, Nichole says they couldn’t go without. With this feature, the SecureAuth community is able to embed videos, which turned out to be a great bonus since they had a large amount of video content. “We have a lot of customers that want to view our previous webinars and training videos,” explains Nichole. “Now we have a video library where our customers can access any and all video content in one place.”

The community that SecureAuth built with Vanilla is a huge success, and Nichole is looking forward to continuing that. As she concludes, “after seeing what we were able to build, our choice to go with Vanilla was absolutely the right call. I am excited to see where this community takes us.”