You Must Align Internal Departments to Optimize CX
Vanilla Forums Blog | Customer Support
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1y ago
Consistent brand messaging is essential when it comes to creating excellent customer experience (CX).  ..read more
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There's a Gap in Your Customer Lifecycle
Vanilla Forums Blog | Customer Support
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1y ago
Every purchasing decision happens in stages. Some things like buying food may have fewer stages, or less defined ones, but others – like buying software – often have more stages and ones that are more defined.   ..read more
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5 KPIs For Your Knowledge Base
Vanilla Forums Blog | Customer Support
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1y ago
All platforms, strategies and processes in your organization need to be measured in order to identify areas for improvement and areas to build on. Your knowledge base is no exception; collecting regular statistics on the performance and health of your knowledge base is what will keep it well-oiled and running as intended. Neglecting to collect and measure KPIs from you community can lead to the decay of useful information and an inability to provide your customers with an adequate level of customer self service ..read more
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Community Beyond Transactional Support
Vanilla Forums Blog | Customer Support
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1y ago
Over the past several years, impersonal customer-brand interactions have become the status quo. In 2022 though, transactional relationships are simply not enough. Customers want more from their communities than product support. They want connection and they want belonging.  ..read more
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Vanilla Helped Bring Spitfire’s Customer-Centric Strategy to Life
Vanilla Forums Blog | Customer Support
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2y ago
About Spitfire:  ..read more
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5 Benefits of a B2B Customer Self Service Portal
Vanilla Forums Blog | Customer Support
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2y ago
Providing your customers with a customer self service portal is hugely beneficial in the B2B world and empowers your customers by giving them the tools to help themselves. As such, providing a customer self service portal as a part of your customer service strategy is crucial to success. This blog will discuss 5 benefits of a B2B customer self service portal, and why it's more important than ever to solidify this as a key element of your customer service strategy.  ..read more
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Qualtrics' Community Increased Customer Satisfaction 1000%
Vanilla Forums Blog | Customer Support
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2y ago
Founded in 2002, Qualtrics pioneered the experience management industry and developed the Experience Management (XM) Platform™ that helps organizations continually assess the quality of their four core experiences—customers, employees, products, and brands ..read more
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The Improv Rules of Customer Support
Vanilla Forums Blog | Customer Support
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2y ago
"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 ..read more
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Onshape’s Customer Support Community is a Roaring Success
Vanilla Forums Blog | Customer Support
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2y ago
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. Unlike other CAD software, Onshape made the need for expensive hardware and software obsolete, by offering a service that works through a web interface, with regular updates, and requires little to no maintenance from users ..read more
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Mind the Gap: Organizational Silos and Customer Success
Vanilla Forums Blog | Customer Support
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3y ago
There’s a fundamental business problem called an organizational silo in which there is a communication delivery gap between organizations and their customers.  80% of brands think they offer top notch customer experience while only 8% of customers agree with that assessment. What’s to blame for this woeful disconnect? There are two reasons for the yawning chasm between company and customer perception ..read more
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