Peer-based customer service
Many of the people who know your products best happen to be your customers. Jive service communities tap that collective experience, providing a place where customers connect, share their knowledge and answer each other’s questions. In effect, they become a part of your service team. Which means you can deploy your reps more strategically, focusing on the toughest cases and highest-priority accounts.
Support forums usually leave customers to fend for themselves, sifting through endless threads and documents in search of solutions. Not Jive. Built-in intelligence points users to the most helpful resources, surfaces the best responses in discussions and suggests answers to customers’ questions – before they create a case.
Give your team the same advantages you give to customers. Jive for Customer Service includes an internal community where your service reps can work together, share expertise and make everyone as smart as the smartest member. And thanks to Jive bridging, reps can easily pull in issues from the customer community, collaborate internally to solve them, and push the answers back to the public.
With a click, you can turn support discussions into articles, edit them and save them as documents. Articles can then be organized into categories with tags, ratings, reviews, approvals and permissions. You can create wiki-style documents, upload attachments and view Office documents in the browser, too.
Harness the creativity and insights of your community to improve products, innovate faster and leapfrog your competitors. Jive lets you gather feedback and capture great notions. You can sort and filter inputs based on their stage, popularity and date created – to quickly find the brightest ideas and reward top contributors.
Need to sync up with a CRM system? Jive can do that. With out-of-the-box Salesforce.com integration and all the hooks to integrate other CRMs, Jive socializes tickets and case management. Just click on a case to get a full dose of social context, including relevant customer posts and profiles. And customers can create, view and respond to cases from your public Jive community.
Jive gives you all kinds of reports to analyze key metrics such as adoption, participation and top content. Dashboards and reports are fully interactive and point-and-click simple. You can quickly drill down and even perform ad-hoc analysis to answer just about any question, gain valuable insights into your users and better optimize your community.
Search engine optimization
Your customers are searching for answers on Google and Bing. To make sure they find your site, not someone else’s, Jive automatically optimizes your community pages for high search rankings.
Social media monitoring
People are talking about your products, and you need to know what they’re saying. With over 100,000 sources, The Jive Fathom monitoring app is your eyes and ears on the social web. Jive Fathom provides free social media monitoring to everyone on your team.
Built-in game mechanics and rewards encourage participation and provide incentives to actively engage customers in the community. As people participate, they earn more points and get more rewards. Liking and rating lets everyone share the goodness.