Case Study: 60% of Calendly's community content is now user-generated with Gainsight
Key results
The challenge
Calendly wanted its customer community to spark creative, peer-to-peer conversations that pushed its internal teams to innovate, rather than functioning only as a support channel. Doing so meant shifting content creation from the company to its members.
The solution
Calendly built and scaled its customer community on Gainsight's community platform, cultivating discussions that let members contribute and meet each other where they are.
“We wanted to have conversations that sparked creativity, and also make it so that contributions were actually pushing our internal teams to innovate and create and do things they've never done before.”
JBJillian BejtlichSenior Manager of Community, Calendly
The results, in context
User-generated posts now make up 60% of Calendly's community content, and the community reduced repetitive customer support tickets. The shift moved the community from a company-led channel to a member-driven one.