Vanilla Forums

The Value of Super Users: How to Manage a Big Community With a Small Team

Vanilla Forums

A common misconception in community building is that as your membership increases, your costs will skyrocket. It seems logical that more users must require more resources, namely extra staff to cope with the influx of traffic and moderation.

The Improv Rules of Customer Support

Vanilla Forums

"If you care about someone, and you got a little love in your heart, there ain't nothing you can't get through together." – Ted Lasso. Support


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Sh!t CSMs Say

Vanilla Forums

The CSM. A position that does so much for an organization but one that fails, time and again, to be described, understood, or appreciated. ?? Preach!! I hear you say, preach!! ??.

Gamification in Community Forums: Increase User Engagement

Vanilla Forums

Gamification is used literally everywhere - why? Because it works! It Gamification successfully increases engagement through providing incentive to participate. Gamification refers to adding game elements to something that's traditionally non-game related to make it more of a game.

UC, Contact Center Integration Drives Business Value

How extensive is integration, and how are companies leveraging it—both technically and operationally? In this whitepaper, you’ll receive in-depth insights on how companies are utilizing integrated platforms in their day-to-day operations and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

The 3 Stages of Community Forum Development: Where is Yours?

Vanilla Forums

Each and every online community forum is different—no two communities are alike!

What Is Ideation? How Can It Help My Business?

Vanilla Forums

Ideation is defined as the process involved in generating ideas, including gathering information on ideas and collecting thoughts about those ideas. Ideation is used to make improvements to existing products or services, in addition to generating new ideas and concepts for future developments.


Winning the Community Race with the RACI Matrix

Vanilla Forums

Planning and launching a community is a big endeavour with lots of moving parts. When done properly, the whole organization is bought in and working towards making it a success. However, if this is your first time launching a major community , it can seem like a daunting task.

Hot off the Press: Vanilla’s Summer 2021 Release

Vanilla Forums

Summer is finally here and we have a bunch of new enhancements to the Vanilla platform that we want to share. Keep reading for details on the new analytics, machine translation, integrations, theming and more…! Product


Onshape’s Customer Support Community is a Roaring Success

Vanilla Forums

About Onshape: Onshape is a revolutionary Software-as-a-Service (SaaS) product development platform that combines CAD, built-in data management, real-time collaboration tools, and business analytics.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Working with Difficult Stakeholders

Vanilla Forums

Your single biggest roadblock to success in building a brand community is unlikely to be your skill level, your experience, or the technology and resources at your disposal. It is unlikely to be anything you can control at all.

The G2 Summer Report: Vanilla a Leader in Online Community Management

Vanilla Forums

The leader in the B2B technology review platform space, G2, released their Summer 2021 Grid® Report, and Vanilla by Higher Logic has been named a Leader in Online Community Management ! Community News

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Answers to Common Questions on GDPR & Community Forums: Brexit Update

Vanilla Forums

In 2018, the EU GDPR ( General Data Protection Regulation ) took effect. Since then, many community managers have been trying to understand how to comply with the new European privacy regulation. Further from there, whether there have been other changes to note since Brexit officially took place.

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Making the Case for Community Research

Vanilla Forums

"When was the last time you spoke to members of your community?". Community


Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

How To Write Guidelines for Your Online Community Forum

Vanilla Forums

I recently spoke with a community builder who managed a community of over 1 million teenagers. Given the size and scope of her work, I asked her what her biggest challenge had been. She answered me without a moment’s hesitation: community guidelines and moderation. Community

Investing in CX Channels: Proving the Worth of your CX Program

Vanilla Forums

The future of business is going to be based on excellent customer experience. A great CX is paramount to a brand’s customer retention, their revenue streams, and their overarching success. Customer Success

3 Customer Success Strategy Frameworks You Can Start Using Today

Vanilla Forums

Do you have a customer success strategy ? Are you working from a plan that outlines how you’ll help your customers achieve their goals at each step of their journey? And is that plan really about their goals, or is it about your goals?

Support Customers Faster, Better and Cheaper with Community

Vanilla Forums

All companies look for ways to deliver customer support that's faster and better than their competitors because that's what customers want. And when customers get what they want, they're less likely to leave.

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

3 Communication Theories for Online Community Builders

Vanilla Forums

The work of online community building may be an art, but it can still benefit from a foundation in science. There are theoretical foundations for our work, especially among research of interpersonal (one-to-one) and group communication.

The 3-Step Guide to Determining Your Online Community Values

Vanilla Forums

What exactly are values? Like the word purpose or community , the word “values” is overused and yet underdefined. Better yet, what are online community values and how can you determine them? Community


??  Just Launched: Machine Translation for Knowledge Base

Vanilla Forums

Integral to great support for a global business is ensuring they have access to help and documentation regardless of the language they speak. But manually translating all your content is a lot of effort, and one that most companies don’t have the resources for.

The Delphic Maxims that can Ensure Community Success

Vanilla Forums

As I was rummaging through my basement the other day, I happened upon one of my old college textbooks. I reacquainted myself with some Delphic maxims that, in college, I lived by. It dawned on me that these were actually also excellent community maxims to live by. Community Strategy

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Centers of Excellence: The Next Big Thing for Community

Vanilla Forums

At the CMX Summit Rise I spoke to the concept of expanding community to be part of a center of excellence. What exactly did I mean? Community can no longer be an isolated island; it needs to belong in the center of all customer touch points.

How Xometry Reduced Support Tickets, Increased NPS & Built Connection

Vanilla Forums

About Xometry: Community

SEO and Vanilla by Higher Logic

Vanilla Forums

There is a feature that Vanilla lacks and it's one that we get asked about all the time. Vanilla lacks an SEO plugin. We don't have one because SEO is built into our platform and we don't think you should have to pay extra for something as fundamental as good SEO. Product


5 Elements to Successfully Promote Your Community

Vanilla Forums

You’ve spent the better part of a year working on the launch of your new community. You’ve ensured that your theme is where you want it and you’ve had the soft-launch. Heck you’ve even had the big launch of your community!

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Can Community Solve Business Challenges?

Vanilla Forums

At the TSIA Interact event, I detailed some super interesting research on how community can solve some of the biggest business challenges. Read on to find out more! Community

How to Improve Your Brainstorms

Vanilla Forums

Innovation is more crucial to business success than it’s ever been. Everybody is looking for the next great idea that the competition hasn’t thought of yet. It’s not enough to innovate, businesses need to innovate faster, more efficiently and with greater success than their competitors.

The Community Management KPIs that Truly Matter

Vanilla Forums

The key to success in any endeavour is measurement. I mean that quite literally. Without a quantifiable sense of where you are vs. where you were , you can’t know (in any meaningful way) whether you’ve succeeded or not. When it comes to digital marketing, this truism barely needs stating.

6 Ways to Improve Your Community Management Skills

Vanilla Forums

Community managers are the heart of most brand communities. They're expected to facilitate increased sales, customer retention, and overall business growth, whilst also working to cultivate and enhance relationships with consumers.

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Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

How Community Improves Customer Retention Rates

Vanilla Forums

A high churn rate, or, in other words, a low customer retention rate is a huge problem for a brand. Customers who leave your brand for a competitor are affecting your bottom line in ways beyond churn. If you are failing to retain customers, you’re going to experience a big loss in revenue.