Using Community for Support & Product Development

How Wave Pivoted their Community to Reduce Support Requests by 30% & Influence Product Development

Online Communities present a wealth of untapped potential, but many organizations lack the mindset and strategy to utilize them to their fullest.

In this Vanilla sponsored fireside chat, Sam Weber from CMX interviews Charlotte Hamilton-Warr, community Manager at Wave. Charlotte shares how Wave:

  • Created an active and growing community
  • Decreased support ticket volume by 30%
  • Uses the community shaping the direction of product development
Guest Speaker:

Charlotte Hamilton-Warr started at Wave in late 2015 as a member of their support team, and now a Community Manager tasked with formulating the strategy to help Wave’s Community grow, thrive, and deliver loads of value to their customers. 

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