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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SlapFive Customer Marketing Software
Score 8.0 out of 10
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SlapFive in Boston offers what they describe as a Customer-Generated Content Machine software tool, which aims to make it simple for companies, and enjoyable for company clients, to capture their voice and inject it into all aspects of the business to win and retain more customers.
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
If you want to capture your customer's voice with ease and have a path to break the reels down into actionable insights for prospects that attach to their biggest questions, fears, and doubts, then this is what you are looking for. This is for those prospects that will not be "bothered" with marketing fluff or marketing speak. These are the types of buyers who want to drill into the heart of what they are trying to solve as a business and see and hear from personas and businesses which look like them.
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.
Speed of the platform for users. This could be because we have a LOT of content, but it can at times be a pain point that we work to address together with the SlapFive team.
Ease of search function could get better. I have trouble doing searches and sometimes get time-out issues.
Having a "user portal" so we know when there might be bugs being worked on or a service issue that is being worked on without having to email someone each time. More for self-service and tracking.
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.
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.
I'd say it's a bit simpler than RO Innovation, but also much more affordable, especially considering their video capture capabilities which RO Innovation does not have.
We have raised our portfolio even higher where we dominate our market when it comes to having the best relationship with our customers across everything we do. Website, peer-to-peer review sites, customer stories, customer references, and MORE. I believe it's because we BELIEVE in the same ETHOS as SlapFive, and we LIVE to make HEROS every day of our customers and infuse the sound of our customer's voices in everything we do.
Product Marketing DEPTH of customer's voice is beyond what anyone else in software technology businesses has done. It's typical that product goes and "does product" all day long, and customer marketing does its own separate work, and never the tween shall meet. Not so at Acumatica. Nothing leaves our Product Marketing teams desk without customer voice connected now. The ease of SlapFive Customer Marketing Software's platform and our broad adoption make this possible.
