Running a business today means staying connected with your customers

In today’s fast-paced business environment, staying connected with your customers is not just an advantage—it’s a necessity. But how do you keep them engaged, provide effective support, and ensure they’re getting the most out of your product or service? Many businesses grapple with these challenges, often turning to forum software as a key tool for fostering engagement and interaction.

Forums offer a space where customers can ask questions, share their experiences, and collaborate to find solutions. Beyond simple Q&A, they become hubs for knowledge sharing, enabling businesses to address customer needs more efficiently while creating lasting value.

For example, leveraging a forum platform can help SaaS companies reduce support tickets by enabling peer-to-peer troubleshooting or even educate users on how to maximize the potential of their products. Did you know that organizations implementing forums and similar platforms have seen customer engagement increase by up to 21%?

However, forums can do even more. What if you could integrate the answers provided in your forum into a federated search, ensuring users can access relevant information from multiple knowledge sources at once? Or better yet, imagine embedding these forum-generated answers directly into your SaaS product, delivering help at the exact moment and location users need it—addressing questions they might not even know how to ask yet.

Finding the right forum platform depends on your unique business needs—whether it’s robust features, seamless integrations, scalability, or its ability to serve as part of a broader customer education strategy. So, which forum platform will best serve your goals in 2025? How can you go beyond forums to create an integrated approach that drives product adoption and long-term customer success?

This article will answer these questions as we explore the top forum software for 2025, compare their strengths, and introduce a solution that goes far beyond traditional forums to revolutionize customer engagement and education. Let’s dive in!

Introduction
What is a Forum Software?
Benefits of Forum Softwares
Top Forum Platforms in 2025
Factors to Consider when selecting a forum software
Selecting the right forum software for your Business
How MeltingSpot can help you grow better

What is a Forum Software?

Forum software is a tool that enables businesses to create dedicated online spaces where people can interact, share information, and discuss various topics. It acts as a digital hub where users gather to ask questions, exchange ideas, and collaborate to solve problems.

You can think of it as a virtual meeting point, similar to a knowledge hub or an interactive academy, where customers and users engage with one another while gaining valuable insights. Beyond discussions, forums often serve as a centralized resource that helps businesses provide scalable support and foster deeper customer relationships.

Practical Example

Let’s say you run a company selling gardening tools. Instead of simply offering a catalog, you create a platform where your customers can ask for advice, share tips, or showcase their gardening successes. A customer might upload a photo of their blooming plants, sparking a conversation about the techniques or tools they used. With forum software, you provide not just answers but a space where meaningful interactions thrive.

SaaS Example

For SaaS businesses, forums can be an essential component of their customer education strategy. Imagine an online marketing automation platform that sets up a forum for its users. Customers can start threads about best practices, share success stories, or troubleshoot challenges with peers. For instance:

A user might post a question about building effective email workflows, sparking a discussion where others share actionable tips.
Another might seek advice on integrating the software with a CRM, and experienced users could provide step-by-step solutions.

But why stop at discussions? With forum software integrated into a Customer Academy, you could embed these user-generated answers directly into your product’s interface, helping future users at critical moments without needing to search externally.

💡

Key takeaway: Forum software creates spaces for interaction and collaboration, but its real power lies in combining these features with structured learning. In doing so, it becomes more than a Q&A hub—it’s a driver of product adoption and long-term user engagement.

Benefits of Forum Software

Implementing a forum platform offers numerous benefits for SaaS businesses, particularly for teams focused on customer success and user engagement. From reducing customer support workload to fostering loyalty, forums are powerful tools that deliver value at multiple levels.

But how much impact could a forum—or better yet, an integrated Customer Academy—have on your business metrics? With tools like the MeltingSpot ROI Calculator, Customer Success teams can measure the tangible benefits. Simply input your Annual Recurring Revenue (ARR), annual customer support tickets, churn rate, and number of customers to discover the potential savings and returns when adopting a customer education platform.

Here are the key benefits of forum software and how they tie into a broader strategy for improving product adoption and customer retention:

Increased Customer Support Efficiency

A forum platform creates a centralized space where customers can seek help and receive answers, either from your support staff or fellow users. This collaborative environment reduces the volume of incoming support tickets while maintaining high-quality assistance.

What’s more, the searchable nature of forums ensures that once a question is answered, it becomes a long-term resource for other users facing the same issue. This not only improves response times but also enhances the overall user experience.

Enhanced Customer Engagement

Forums encourage regular interaction among users and between users and your brand. This ongoing engagement helps build a loyal user base, as participants feel valued and connected to the product.

For example:

A SaaS company might host threads for product feedback, which naturally leads to ongoing conversations about new features or success stories.
Regular participation in these discussions keeps users invested in the platform and returning frequently.

By integrating forums into an in-app customer academy, you can take engagement further by delivering relevant training and insights alongside the discussions.

Forums empower users to share their expertise, tips, and best practices. This exchange of knowledge not only fosters collaboration but also creates a repository of user-generated content that benefits the entire customer base.

For instance:

A user might share a creative way to use an advanced product feature, sparking a discussion that provides value for both beginners and experienced users.
Facilitating these conversations allows businesses to tap into the collective intelligence of their user base.

Actionable Customer Insights

Forums are a goldmine of customer opinions, preferences, and pain points. By monitoring discussions, businesses can uncover valuable feedback that informs product development and marketing strategies.

For example:

If multiple threads highlight confusion around a particular feature, this signals an opportunity to create better onboarding materials or additional in-app guidance.
Similarly, recurring feature requests can shape your product roadmap.

💡 Pro Tip: Use insights from forum discussions to enhance customer education materials, ensuring that users get proactive support before issues arise.

SEO Benefits

Public forums generate user-driven content that is indexed by search engines, significantly improving your website’s visibility. As forum discussions grow, so does your digital footprint, driving organic traffic to your platform.

This increased visibility not only attracts more visitors but also positions your business as a trusted resource in your industry. For instance:

A SaaS company offering marketing automation tools might see threads on "how to build a lead scoring system" rank in search results, attracting new prospects seeking similar solutions.

Cost-Effective Marketing

Forums turn engaged users into brand advocates. These users naturally promote your product by sharing positive experiences and insights with others, both on and off the platform. This organic form of marketing is authentic, cost-effective, and helps attract new customers without requiring significant financial investment.

💡

Pro Tip: While forums excel at cost-effective marketing, combining them with a broader Customer Academy strategy can amplify their impact, ensuring your users are both engaged and empowered.

Measuring ROI and Scalability

One of the greatest advantages of implementing forums, especially as part of a comprehensive customer education platform, is their measurable impact on business metrics. Forums reduce support tickets, improve retention, and drive product adoption, all of which directly impact your bottom line.

For instance:

Fewer customer service tickets translate to reduced operational costs.
Improved product adoption lowers churn and increases Annual Recurring Revenue (ARR).

With tools like the MeltingSpot ROI Calculator, you can estimate how much your business could save or earn by integrating forums and customer education. Simply input key metrics such as your ARR, the number of annual support tickets, your churn rate, and your total customer base to calculate the financial returns of adopting a Customer Academy strategy.

Building Brand Loyalty

Active forums are instrumental in fostering a sense of belonging and trust among users. When customers feel heard, valued, and supported, they are more likely to stay loyal to your brand. This sense of connection doesn’t just strengthen relationships—it creates advocates who are deeply invested in your product’s success.

For example:

A user who receives prompt, helpful advice on a forum is more likely to associate your brand with reliability and expertise.
When users share their own success stories or tips, they contribute to a positive environment that reflects well on your business.

Loyalty gained through these interactions often translates into repeat business, reduced churn, and increased Customer Lifetime Value (CLV).

💡 Pro Tip: By integrating forums into a Customer Academy, you can enhance loyalty further by offering tailored, in-app educational content that helps users achieve their goals. This proactive approach to support builds trust and long-term engagement, positioning your brand as a partner in their success.

💡

Good Idea!
If you’d like, we can send you a customized demo of our platform, tailored to your specific use case. Just let us know, and we’ll make it happen! 👉 Email me my custom demo

Top Forum Platforms in 2025

Choosing the right forum software is crucial for SaaS businesses and Customer Success teams aiming to improve product adoption and user satisfaction. To help you find the ideal solution, we’ve compiled a list of the top five forum platforms for 2025, detailing their strengths, weaknesses, and how they can fit into a broader customer education strategy.

And after reviewing these options, we’ll introduce an alternative that goes far beyond traditional forums, offering a fully integrated approach to customer engagement and education.

Discourse

Overview
Discourse is a robust platform designed to create vibrant online forums. It empowers businesses, organizations, and individuals to connect with their audiences through engaging, interactive discussions.

Advantages

Customizability: Offers extensive customization options, allowing users to tailor the platform to their unique needs.
Ease of Use: Intuitive interface simplifies participation and administration.
User Interaction: Features like notifications, badges, and a modern design enhance user engagement and experience.

Disadvantages

Expensive Advanced Features: While the basic version is affordable, unlocking advanced customizations can be costly.
Limited Integrations: Compared to some competitors, Discourse offers fewer pre-built integrations without additional development.
Organizational Challenges: Thread organization and tagging systems can sometimes make discussions difficult to navigate.

💡

Did you know?
Discourse is well-suited for SaaS businesses that want to facilitate peer-to-peer discussions or support onboarding efforts. However, for teams looking to integrate forums into a more comprehensive Customer Academy strategy, platforms like MeltingSpot may offer a better fit by providing additional tools like in-app training and webinars.

phpBB

Overview
phpBB is one of the oldest open-source forum platforms, known for its reliability and flexibility. While it requires some technical know-how, its cost-free nature makes it appealing for businesses on a budget.

Advantages

Free and Open-Source: Completely free to use, making it accessible to small teams and startups.
Comprehensive Features: Includes user registration, private messaging, and robust moderation tools.
Security: Strong anti-spam measures help protect user data.

Disadvantages

Technical Requirements: Setting up and maintaining phpBB requires technical expertise, which can be a barrier for some businesses.
Limited Modern Features: The base version lacks gamification and other advanced capabilities unless extended through plugins.
Self-Hosting: Requires users to manage their own hosting, adding operational overhead.

💡

Beyond phpBB
While phpBB provides a solid foundation for forums, it may lack scalability for growing SaaS businesses. Integrating a platform like MeltingSpot ensures your forums can evolve into an education-focused hub, improving adoption and retention.

MyBB

Overview
MyBB is a free, open-source forum platform known for its simplicity and multilingual support. It’s a popular choice for small and medium-sized businesses.

Advantages

User-Friendly: The admin panel is intuitive, making it easy to manage forums even for beginners.
Moderation Tools: Offers advanced tools like warning systems, moderation queues, and user permissions.
Multilingual Support: Supports over 30 languages, ideal for businesses with a global audience.

Disadvantages

Outdated Design: Default themes and interface feel less modern compared to newer platforms.
Manual Updates: Requires manual updates for software and plugins, which can be time-consuming.
Spam Issues: Spam controls are less effective than those of competitors, leading to potential moderation challenges.

💡

A modern take
For businesses seeking to elevate their forums into a strategic customer education tool, platforms like MeltingSpot provide seamless integration with microlearning modules and real-time support.

vBullettin

Overview
vBulletin is a premium forum platform that has been a trusted choice for over two decades. It’s known for its extensive features and reliability, especially for managing large-scale forums.

Advantages

Feature-Rich: Includes advanced moderation tools, user management, and SEO optimization.
Scalable: Handles high volumes of posts and users efficiently, making it suitable for larger organizations.
Support Resources: Offers comprehensive support and documentation for troubleshooting.

Disadvantages

High Cost: The initial price and ongoing maintenance fees can be prohibitive for smaller businesses.
Complex Setup: Requires significant technical expertise for installation and configuration.
Outdated Features: Struggles to compete with newer platforms offering real-time interaction and social media-like features.

💡

Did you know?
vBulletin excels at managing large-scale forums, but its features can feel limited for SaaS businesses focused on in-app education. Tools like MeltingSpot allow you to pair robust forums with interactive learning, enhancing customer satisfaction and adoption.XenForo

XenForo is a modern forum platform that helps businesses and organizations create interactive online forums. It has many features and a sleek design, making it a good alternative to other forum software.

Advantages

Responsive Design: XenForo’s responsive design ensures that the forum looks great and functions well on any device, whether it's a desktop, tablet, or smartphone.
Built-In Analytics: The forum platform offers built-in analytics tools that provide insights into user behavior and forum performance.
Forum Integration Capabilities: XenForo can be integrated with various third-party applications and services.

Disadvantages

Resource Intensive: Running XenForo can be resource-intensive, requiring significant server resources for optimal performance. This may require more expensive hosting solutions to ensure smooth operation, especially for larger audiences.
Complex Permission System: While powerful, the permission system in XenForo can be complex to set up correctly. The administrators may find it challenging to configure detailed permissions without a deep understanding of the system, potentially leading to access issues.
Maintenance Overhead: Regular maintenance is required to keep the forum software updated and secure. This includes applying patches, updating plugins, and ensuring compatibility with new versions.

💡

Expand the possibilities
XenForo’s advanced features make it a strong contender for SaaS businesses. When paired with a platform like MeltingSpot, you can create a more engaging and educational experience through features like webinars, polls, and in-app learning.

A Smarter Alternative: MeltingSpot

While each of these platforms excels in specific areas, MeltingSpot takes forums to the next level by integrating them into a comprehensive Customer Academy. With MeltingSpot, you don’t just get a forum—you get a complete toolset to educate, engage, and support your customers.

What Makes MeltingSpot Unique?

In-App Training Modules: Deliver educational content at the right time and place within your product.
Live Webinars and Events: Facilitate real-time interaction and learning.
Interactive Content: Use polls, quizzes, and videos to keep users engaged.
Analytics and Insights: Track user progress and measure the ROI of your education efforts.

💡

Pro tip: Want to see how a platform like MeltingSpot could transform your customer success strategy? Check out the ROI Calculator to measure the potential impact on your business.

Factors to Consider When Selecting a Forum Software

Now that you’re familiar with the top forum platforms, it’s essential to identify the features and capabilities that align with your business goals. Choosing the right forum software isn’t just about facilitating discussions—it’s about enabling customer success, supporting product adoption, and integrating forums into a broader customer education strategy.

Here are the most important factors to consider before making your decision:

Ease of Use

A forum platform should be intuitive and easy for both administrators and users. An accessible design encourages user participation while making it easier for your team to manage the platform effectively.

💡

Pro tip: Look for platforms with drag-and-drop interfaces, straightforward navigation, and onboarding features that reduce the learning curve for new users.

Customization

Your forum should reflect your brand and business objectives. Platforms that allow you to customize themes, layouts, and functionalities give you the flexibility to create a tailored experience.

For example, you might want a forum that integrates seamlessly with your website’s design or allows you to add unique sections for training modules or onboarding resources.

Integration Capabilities

Modern forums shouldn’t exist in isolation. Ensure the platform integrates with your existing tools, such as:

CRM systems for managing customer data.
Customer education platforms like MeltingSpot for embedding learning resources.
Help desks for seamless escalation of complex issues.

Scalability

Your forum needs to grow with your business. Whether it’s accommodating more users or expanding to include additional features, scalability ensures that the platform remains effective as your needs evolve.

💡

Example: If your business scales globally, your forum should support multilingual capabilities and regional customization options.

Security

Security is non-negotiable. A good forum platform should offer robust protection against spam, hacking, and data breaches. Look for features like encrypted communication, strong password protocols, and user verification systems.

Support and Resources

Strong support services can make or break your forum experience. Look for platforms that offer:

Detailed documentation or guides.
Responsive customer support teams.
Active forums where admins can exchange tips and troubleshoot issues.

Cost

While some platforms are free, others come with upfront or ongoing costs for advanced features. Evaluate your budget carefully to ensure that you’re getting the right balance of affordability and functionality.

💡

Pro tip: Calculate the potential return on investment with tools like the MeltingSpot ROI Calculator to understand how forum software can impact your bottom line.

Features

Consider the specific functionalities your business requires. Common features to evaluate include:

User profiles for personalizing interactions.
Moderation tools to maintain order.
Content management for organizing discussions and resources.
Advanced analytics to track user engagement and forum performance.

Mobile Compatibility

With more users accessing forums on mobile devices, a responsive design is critical. Ensure your platform offers a seamless experience across smartphones, tablets, and desktops.

Making the Right Choice

Selecting the right forum software is critical for creating a successful customer forum or integrating it into an education-driven customer strategy. Whether your focus is on improving support efficiency, gathering user feedback, or fostering deeper engagement, understanding your specific needs will guide you toward the ideal solution.

💡

Next steps: Explore how forums can go beyond discussions to support onboarding and education. Tools like MeltingSpot combine forums with in-app training, webinars, and analytics to create a comprehensive Customer Academy.

Selecting the Right Forum Software for Your Business

Choosing the right forum software is essential for creating a customer forum that not only resolves issues but also enhances user engagement and product adoption. Whether your goal is to build a platform for troubleshooting and feedback or to develop a more immersive Customer Academy, understanding your unique business needs will help you identify the perfect solution.

By aligning your forum software with a broader customer education strategy, you can transform it from a simple Q&A space into an integral part of your customer success efforts. From supporting onboarding to embedding in-app learning resources, the right platform ensures that your users are engaged, informed, and empowered to make the most of your product.

How MeltingSpot Can Help You Grow Better

You’ve seen what the top forum platforms can offer, but let’s face it: traditional forum software will only take you so far. While they provide discussion threads, user profiles, and moderation tools, they often fall short when it comes to delivering a fully integrated customer education experience.

That’s where MeltingSpot steps in. Why settle for a basic forum when you can build an immersive Customer Academy? MeltingSpot doesn’t just help you host conversations—it transforms how you educate, engage, and support your customers throughout their journey, directly within your product.

What MeltingSpot Offers That Others Don’t

Here’s how MeltingSpot elevates your customer engagement strategy to the next level:

1. Live Events and Webinars

Traditional forums say: "Post your question and wait."
MeltingSpot says: "Host live events and webinars to interact in real time!"

With MeltingSpot, you can schedule Q&A sessions, onboarding workshops, or product demos that allow your customers to connect directly with your team. Real-time engagement fosters trust and accelerates learning.

2. Real-Time Engagement

Traditional forums say: "Reply to this thread when you get a chance."
MeltingSpot says: "Engage instantly with real-time messaging and notifications!"

Instant chats and notifications ensure that your customers stay connected and get timely answers. This level of immediacy can reduce frustration and significantly improve user satisfaction.

3. Interactive Content

Traditional forums say: "Here’s a text post."
MeltingSpot says: "Watch a video, take a poll, or explore interactive lessons!"

MeltingSpot brings your content to life with multimedia features. Whether it’s a video tutorial, a gamified quiz, or a survey, these interactive tools keep users engaged while improving knowledge retention.

4. Advanced Analytics

Traditional forums say: "Guess how many people liked this post."
MeltingSpot says: "Access detailed insights into user engagement and learning outcomes."

With MeltingSpot, you can track the performance of your Customer Academy in real time. Monitor metrics like session participation, content completion rates, and overall user engagement to refine your strategy and demonstrate ROI.

Why MeltingSpot is the Real Deal

MeltingSpot isn’t just another forum tool—it’s a complete Customer LMS (Learning Management System) tailored to SaaS businesses. Imagine the difference between a bicycle and a high-performance sports car. Both will get you to your destination, but one does it with speed, precision, and style.

Here’s what makes MeltingSpot stand out:

Integrated Learning and Support: From onboarding webinars to in-app microlearning, MeltingSpot delivers content at every stage of the customer journey.
A Focus on Outcomes: By empowering users with the right knowledge, MeltingSpot helps you reduce churn, increase adoption, and build lasting customer loyalty.
Tailored to SaaS Teams: Designed specifically for Customer Success and Product teams, MeltingSpot gives you the tools to educate your users effectively and measure your impact.

Take the Next Step with MeltingSpot

Why stop at just building a forum when you can create a full-fledged Customer Academy? MeltingSpot is here to help you engage, educate, and grow your business in ways you never thought possible.

Book a Meeting: See MeltingSpot in action and discover how it can transform your customer success strategy.
Explore the ROI Calculator: Estimate the financial impact of building a Customer Academy with MeltingSpot.

Get ready to redefine how you connect with your customers and witness the transformation firsthand. Let’s grow together!

Let’s Connect!

Did you learn something new from this article? Have feedback or questions? Or maybe you just want to say thank you? I’d love to hear from you!

Come say hi on LinkedIn—send me a connection request and include a quick note to let me know what you thought about this article. I’m looking forward to connecting with you!

You might also like

Top Forum Softwares in 2025: Find the right fit for your needs