Higher Logic Thrive is a private community platform that empowers members, customers, support and product teams to create and manage meaningful, engaging online communities. The solution is designed to keep users coming back. They can find support, best practices, peer-to-peer connections, resources, events, and networking, all in one destination.
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Insightly Marketing
Score 7.1 out of 10
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Insightly Marketing is marketing automation made simple. It is built on the same platform as Insightly CRM, so customer data flows freely between the two systems in real time, giving users and their teams access to actionable insights faster. The vendor states it has an easy-to-use interface for creating customer journeys, email templates, customer newsletters and shareable dashboards. WIth it, they say users can build engaging campaigns and grow a pipeline to support sales in minutes.
Higher Logic works very well for our business purposes. We can very easily create new communities when we need to (and this is often!). Our association isn't as concerned with driving engagement, but the tools Higher Logic provides allows us to take a closer look at the engagement level of our committee members when needed
It is very nice to check the phases of the project proposal and can give us an idea of which project is the priority and what client is the most valuable. Give BD team a direction to talk to the client with the potential client. It is less appropriate when it comes to project management [to include] tracking times.
Higher Logic product managers are probably some of the best in the industry. They know their products and aren't pushy in trying to sell them to you. Don't get me wrong, they do try to sell you a product, but they understand that not everyone who is tasked with learning more is also a decision maker. That doesn't stop them from being professional and thorough in their demonstrations or explanation of fees.
Their technical support is top notch. Not only do they work to resolve issues, they also work with you to help you with non-issues. Our initial redesign was done by an agency that worked with HL directly to set up the new site. When I was tasked with a mini-redesign this year, HL technical support offered me a lot of insight on how to best do this using just my skills and HL.
They offer training on their platforms to ensure your success as an administrator. There is no cost and you can either go to their onsite two days "boot camp" or you can access a plethora of training videos and webinars through their online users' community.
Reporting is copious but you cannot build your own reports so you may have lots of information in several different reports and have to pick and choose across several to combine manually. Exporting functionality is there but there are some reports that are only a screen shot and you cannot export them.
In my opinion, Journeys have very limited trigger and response capabilities
Allowing HTML options for landing pages
Customer support - I leave conversations with support and success feeling more confused or frustrated. I believe one account rep was playing video games while on a review call.
List management - uploads, reducing duplicates, general hygine
UI - it’s very hard to know where to click or how to do something new, in my opinion.
They are a great company that offer great products - primarily their community. As they continue to grow and expand their offerings, I believe they will increase the number of products that offer and in turn grow their client base. We use their community, activity synch, and volunteer manager currently.
The software is not that simple to use when you have to get volunteers involved in the content assembly process. The content management system that is native to Higher Logic could improve to make the task of training volunteers far easier. Given its simplicity, it is hard for the system to rival more developed websites that use advanced CMS software.
There are a lot of buttons where you think “hmm, what does this do?” (Because, in my opinion, the labeling/copy choice is often terrible). Then you press them and they either do nothing, or do something counterintuitive I found. In my experience, For example, to upload a list, you have to find the somewhat hidden option in a side bar, instead of pressing the Add button. Reporting usually involves downloading multiple reports and patching them together in Excel.
Higher Logic's support is sub-par at best. It can be difficult to get in contact with anyone from the support team, and when you do, it seems as if they don't want to talk to you and don't even have the answers to your questions. Within the past few months, we've contacted them twice and both times have been very disappointing. The first time was to let them know there was an inconsistency between the analytics report and the heat map. They basically said that they already knew about the problem but didn't have any set plans to fix it because they were working on other "more important" things. The second time was for a conference call to go over some additional features that we wanted to implement. And the lady we spoke with seemed very disgusted to have to speak with us and then rushed us off the phone because she had another call.
We are just in the early stages of looking into HubSpot Service Hub to determine if it will be a viable replacement for Higher Logic Community. We have other uses for the ServiceHub so there is an appeal to have it be a "one stop shop" for us. The big question however is how it will stack up to Higher Logic for the online communities. Candidly, while Higher Logic may be tough to beat in this area, it is something we will be looking closely at in the next 12 months.
