Technology hardwareSourced

Case Study: Acer lifts community ROI to 500% with Higher Logic Vanilla

Acer Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Acer

Industry

Technology hardware

Challenge

Acer wanted its support community to resolve more topics and prove its value.

Headline result

500% community ROI

Key results

500%

Community ROI

Up from 100% after implementing Vanilla

40%

Of visitors find a meaningful answer

During their visit

The challenge

Acer, a global technology hardware company, wanted its customer community to help more visitors find answers and to demonstrate clearer return on investment from its digital support channels.

The solution

Acer moved its community to Higher Logic Vanilla, focusing on driving replies and resolving more topics for visitors seeking product answers.

“The ROI for community went from 100% to 500%...I'm experiencing data that's almost too good to be true!”
BB
Brad Bliven
Senior Program Manager of Global Digital Services, Acer

The results, in context

After implementing Higher Logic Vanilla, Acer reported that the ROI of its community went from 100% to 500%. The company also found that nearly 40% of visitors find a meaningful answer during their visit.

Products used

Higher Logic Higher Logic Vanilla