Learn How TeamViewer Achieved a 75% Decrease in Time to Answer
The Challenge
The support team at TeamViewer were fielding a heavy ticket load from freemium users that was impacting their capacity. In 2016 they implemented a community but found over time that their provider simply wasn’t a great match.
Choosing Higher Logic
Higher Logic Vanilla quickly stood out to TeamViewer; the scalability and focus on constant improvement and growth of the platform aligned so well with what the TeamViewer community was missing.
The Results
75%
Reduction in Time to Answer
Due to a robust knowledge base available in several languages.
96%
Faster Answer Acceptance
With help from their community members.
Expanded to
Multi-Language Community
That includes a Japanese, Chinese, German, Spanish and French option.
Increased
Lead Generation
A large number of people came to the community for a resolution but evolved into paying customers.
“We wanted a scalable solution – when Covid hit we needed a flexible product. We needed a partner that was up-to-date and willing to join us on our adventure. We wanted to work with an up-to-date, good looking, and modern solution, something that could change as rapidly as we were.”
Esther Heide
Program Manager Community and Social Media Support, TeamViewer
Searching for a Better Fit
TeamViewer was considering three different providers to replace the solution they were using. Vanilla was a top contender and stood out based on several different factors.
As a self-assessed “non-techy” person, Esther found the Higher Logic Vanilla platform was easy to use, she found the software “so intuitive and comfortable”, and really appreciated the constant focus on improving the platform.
The Launch: When it Just Clicks
The TeamViewer Team was nervous about migrating the community over to Higher Logic Vanilla, as they knew there was so much that could go wrong. But, the Higher Logic team handled the migration with ease and despite having to move 400,000 users, tones of content, images, links, their SSO approach and authentication process, it went totally smoothly.
“We were down for less than a day. With other providers we would have expected to go dark for anywhere from 3 to 5 days but with Vanilla they migrated us so quickly. We had nothing to worry about”. Once the migration was completed, the TeamViewer community was up and running with better results than they could have even imagined!
The Outcomes: Expectations Exceeded
The move to Higher Logic Vanilla was not only better on the operations side, but as a support community, TeamViewer were seeing better numbers and results than they had imagined!
The support solution the community has created is unparalleled and the support agents at TeamViewer could actually no longer do their jobs without the help of the community. The knowledge base is especially helpful to the support team and is available in multiple languages.
TeamViewer has expanded their Community to include a Japanese, Chinese, German, Spanish and French option and is now eager to go live with a Portugese version soon with Vanilla. Vanilla has worked on one of its newest features (Machine Translation) to ensure that we can facilitate these kinds of expansions for our customers more swiftly.
Something they hadn’t expected? The Community has mainly been designed to be a Support and Communication Tool. However, the community impacted revenue by increasing purchasing power. A large number of people came to the Higher Logic Vanilla powered community for a resolution but evolved into paying customers.
Reflecting on TeamViewer's Journey
TeamViewer found that moving to Vanilla, though a scary prospect, was so smooth and easy. The solution they now have has helped their community to not only grow, but it has resolutely improved the support team’s capabilities and helped to encourage prospects to become paying customers. All around, the Vanilla software has been a great fit for the TeamViewer goals and future objectives. If you want to know more about how Vanilla could be a great fit for you, contact us to find out more!
