Higher Logic’s concept is simple: people come together to learn and collaborate. It’s a solid baseline and an advantage for any organization – engagement will turn into feedback, brand advocacy and retention. A member or customer experience is enhanced by the platforms that put a focus on engagement and community.

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Overview

Higher Logic
Higher Logic’s concept is simple: people come together to learn and collaborate. It’s a solid baseline and an advantage for any organization – engagement will turn into feedback, brand advocacy and retention. A member or customer experience is enhanced by the platforms that put a focus on engagement and community.
2007
  • Excellent support
  • Product under continual development
  • Excellent feature set, including automation logic
  • Steep learning curve for the non-tech savvy
  • No customised reporting
Higher Logic

Pricing

9000.00
  • $9,000 - $150,000 per year (based on users)
1 Year
No
No free trial
Negotiated
  • Content manager: $250 - $1,500 per month each
  • Mentor match: $250 - $1,500 per month each
  • Volunteer manager: $250 - $1,500 per month each
  • Event manager: $250 - $1,500 per month each
  • All other modules (Community app, Activity Sync, Component Manager, Expert Directory, Document Manager, Learning Management, Project Manager, Nested Communities, Surveys, Community Management Services: $250 - $1,500 per month each
  • Community Implementation (typically includes integration with CRM/Database): $5k to $30k
  • Data Migration: $10k to $15k
  • Library of design templates free. Third-party partners offer custom design packages.: $10k to $30k
None
None

Details

Enterprise
None
Support package
SAAS (Single Tenant)
  • Canned Reports
  • Customizable Reports
  • Supports Google Analytics
  • Download CSV detail data
  • API for integration/selective exports
Low
API’s available + pre-built integrations with other systems
  • Gamification
  • SSO (native or 3rd party)

Notable Clients

Features

Analytics / Reporting toolsAutomated community tour for newcomersAutomation rulesBloggingCase ManagementDirectoriesDiscussions / Activity FeedDocument CollaborationDocument PreviewsDocument SharingDocument UploadsEvents Calendar with RegistrationGroups (Public, Private, Secret)Knowledge BaseMention by @name
Mentor / volunteer matchingMicrositesMobile AppModeration toolsPermissions configurable by rolePersonalizationPollsPrivate Messaging / NotificationsQuestions (with ability to mark questions correct)Ratings and reviewsResponsive designSEO friendly linksSpam control toolsTask Management

Customer Reviews of Higher Logic

Reviews Summary

Star Rating
4.0 out of 5
  • Any potential pros are mitigated by the fact that our experience lacks promised sales features and the unexpected downtime and numerous bugs of the community platform.
  • Great customer service
  • Responsive support team
  • Good trainings and webinars
  • Intuitive
  • Sales promises not delivered on.
  • Technical support, while fixing identified problems, has repeatedly broken other parts of the site.
  • Back-end of the community site isn't user-friendly
  • While the company has been a customer for several years, the main user recently left the company. So far, we have been happy with the assistance.
  • I love the system and the service from HL. Not a con, but something users need to be prepared for is for a community to thrive it will take time and resources whether they are internal or from a consultant or higher logic.
* Taken from our most recent reviews

Latest Reviews

Person

Star Rating Broken Trust

Higher Logic runs an impressive marketing and sales operation. Don't be fooled!

Before you buy this solution, ask to demo the product with a test site that you can use for a month on your... Read Full Review

Person

Star Rating Very helpful staff

My organization has been using Higher Logic for about a year and a half. While the platform takes a little bit of time to figure out, Higher Logic's staff has been with us every step of the way. They'... Read Full Review

Person

Star Rating Long time Higher Logic User

We have used Higher Logic for several years now and are quite happy with the platform and the support. Read Full Review

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All Customer Reviews

Person

Star Rating Broken Trust

Higher Logic runs an impressive marketing and sales operation. Don't be fooled!

Before you buy this solution, ask to demo the product with a test site that you can use for a month on your own. Test out the backend and the user experience extensively. Unless things have changed, you won't be able to do this kind of demo. Why? In my personal opinion, the product is so difficult to set up and takes so much work to configure into a workable product that they won't let you have a hands-on experience with the product before you buy.

Many of the sales claims that were made to our organization have not been realized. The functionality of the core platform and add-ons have been lacking critical features that we were counting on Higher Logic to provide.

In fixing problems, their tech support has broken other parts of the site. It is quite frustrating to realize that filing cases with their customer service team means that you might find something else broken on your community platform.

If you are considering signing a contract with Higher Logic, please first post in the Feverbee community. I'd like to talk with you before you move in that direction.

  • Any potential pros are mitigated by the fact that our experience lacks promised sales features and the unexpected downtime and numerous bugs of the community platform.
  • Sales promises not delivered on.
  • Technical support, while fixing identified problems, has repeatedly broken other parts of the site.
Person

Star Rating Very helpful staff

My organization has been using Higher Logic for about a year and a half. While the platform takes a little bit of time to figure out, Higher Logic's staff has been with us every step of the way. They've been extraordinarily helpful, even after our community management contract with them expired.

  • Great customer service
  • Responsive support team
  • Good trainings and webinars
  • Back-end of the community site isn't user-friendly
Person

Star Rating Long time Higher Logic User

We have used Higher Logic for several years now and are quite happy with the platform and the support.

  • Intuitive
  • Quick response time for support
  • Helpful training
  • While the company has been a customer for several years, the main user recently left the company. So far, we have been happy with the assistance.
Person

Star Rating A true partner in community engagement

Their technology is continuously expanding its capabilities, while its customer service is top notch. A valuable tool for a global membership base that is always on the go—creating deep networks and facilitating global knowledge sharing.

  • Their community manager service allows you to maximize all of the functionality that meets the needs of your user-base, with a strategic focus and quality engagement.
  • The optional add-on modules allows you to grow your community beyond an open forum when the time is right and based on your unique set of needs.
  • I love the system and the service from HL. Not a con, but something users need to be prepared for is for a community to thrive it will take time and resources whether they are internal or from a consultant or higher logic.
Person

Star Rating Great Innovation & Customer Support

I love working on the Higher Logic platform, because the staff CARES DEEPLY about fostering client and user engagement and it shows. Their customer service is extremely responsive, they are constantly putting on free education sessions for clients, and they have a client group to recommend upgrades and direction.

They work with every AMS I know of in order to manage user data to customize a public to members only experience. The interface is very easy to understand and user friendly. Their CMS is incredibly powerful and able to utilize the community features to pull in dynamic content.

  • Excellent customer service
  • Focus on innovation
  • Willing to work with clients to meet their financial requirements
  • Very powerful CMS that works with the Community Platform
  • Responsive Design/Bootstrap
  • Content/Discussion tagging
  • Moderation tools for full and self moderation
  • Direct messaging
  • Subscription options
  • Gamificiation tools (award ribbons and badges)
  • Automation Rule (send email, add ribbon, add to a community, etc. based on criteria)
  • Library, blog, directory, and event modules come with package
  • Volunteer, advanced emailing, advanced AMS data syncing are all add-on modules
  • Embrace fail first a little bit too much (often release new features that clients and users get to test and report bugs and fixes)
  • No instant messaging (yet)
  • Event add-on registration is a bit too simple for most companies
  • No way to stop/moderate a user from sending direct messages
Person

Star Rating Excellent System for Our Candidates and Great Company to Work With

We currently use Higher Logic to give our certification candidates a platform to connect. We also use the Higher Logic community manager to manage the community for us.

It's been such a great experience we've begun looking into using the other features of Higher Logic (Volunteer management, mentors/mentees, etc).

There is some initial setup that needs to be performed, but it's straight forward and Higher Logic provides the required support throughout the process.

  • The system integrates with our AMS/CRM tool (netFORUM) and provides not only SSO but also activity writebacks to netFORUM.
  • Our community manager has done an excellent job moderating the forum and working with our staff as necessary to answer questions posted in the forum. Thanks, in large part, to our community manager it's been a great experience as everything seems to just work, and work well.
  • Beyond the functionality, the largest pro of the tool is the response we've seen. Large numbers of individuals posting not only questions but answers and having online discussions related to the certification. Users not only asking and answering questions, but even offering encouragement and advice.
  • There's nothing I can think of that would be considered a con.
Person

Star Rating Feature Rich Platform

Higher Logic has a ton of features that allow for a community site to be configured for a wide variety of use cases. The customer support is very friendly and responsive. At the same time, the platform does sometimes surprise with bugs. Also, the complexity of accomplishing different tasks on the administrative side makes for a steep learning curve.

  • Full feature set
  • Responsive customer support
  • Active customer community
  • Post by email feature
  • Automation rules feature
  • Mobile app available
  • Buggy
  • Complex
Person

Star Rating Highly functional but could use some UX design updates

Overall, I really enjoy using Higher Logic as our community platform. While I have some critiques, we rarely get any serious complaints from our users.

I wasn't the community manager when we first set our community up, so I can't talk too much about that process. My review mostly focuses on the functionality and ease of use now that it's up and running.

I hovered between three and four stars because, ultimately, the design is a bit clunky. My favorite community platforms are those that inexperienced users can hop into and figure out after about an hour. While Higher Logic has a lot of great things going for it, it's not always the easiest to navigate through if you aren't a regular community participant.

  • First and foremost I love working with the Higher Logic people. Their customer service is impeccable, and I always feel like my questions, ideas, and concerns matter. This might be one of the most important things for any platform to do well. Even if I have issues with the software itself, when the support is there to readily help me through, I am much more invested in continuing with that software. I've listed more cons than pros but this first pro cancels out at least 3 (maybe more!) cons.
  • Another great thing about Higher Logic is that they are extremely sensitive to client requests for improvements. When someone asks for a new report in their analytics suite, it usually takes them less than two weeks to make it happen. When they roll out updates and clients critique those updates, they revise the update. This is another great thing that alleviates any frustration because I'm hopeful that my issues listed below will be resolved eventually.
  • They offer free two-day training for their clients (which I attended). The training is AMAZING and I left so much more knowledgeable and comfortable with the software.
  • If you don't have a ton of design or coding experience, you can still make your community site complement your company's/organization's branding. However, if you have a design team on staff, you can really do any sort of customization you want. It's great to have that flexibility.
  • Once I went through their training, the backend side of things is so easy to navigate through. Most likely, I could've figured it out for myself, but it might've taken me a month since I'm not that experienced working within large CMS and AMS systems. Whereas with the training, I got it in about 2 hours.
  • It's very text-based, so new users come face-to-face with huge blocks of text on a regular basis with very few visual aids to guide them or point them in the right direction. I know this is probably the most difficult balance to strike in communities, and I *do* see them making adjustments here and there. I'm interested to see how this evolves over time.
  • There's no tagging function, which I don't understand. Those personal pings and notifications could be a game changer in engagement rates.
  • There's also no notification system if a discussion you've participated in gets new replies. In another HL community (not one where I'm a CM), I've logged on two or three times before realizing a conversation I'd participated in had a new response directed toward me.
  • They also have very rudimentary subscribe options. It's not a "participate in a discussion to subscribe to a discussion" system. It's a "subscribe to everything or nothing" system, which I find utterly frustrating. Our users do too.
  • My last critique is that it's not intuitive about if a user has read a thread or not in order to take them to the right spot in the thread. It always defaults to the end, which again is frustrating, because users have to scroll to the top of any thread they click on (time consuming for long ones).
  • If you make back-end changes, they don't have a preview function so you have to save it and hope you didn't mess up. Since I'm not a developer, it makes me nervous when I'm adding bits of code, adjusting our pages' navigation, or changing settings. So far, there haven't been any huge mess-ups but a preview function could save people a lot of stress and potential heartache.
  • Their analytics suite is EXTREMELY difficult to figure out (this is something I only managed to do because of the free two-day training I attended), and even so, it doesn't track conversions and behavior flow (except for automation rules set up through the platform). My caveat here is they've recently partnered with Kavi and are working on an update.
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