Customers are one click away from leaving you.
Go beyond support forum software. Now customer service is social.
How are you maintaining high customer satisfaction with a tight budget and fewer support resources? How do you make sure your support agents are not wasting time on problems that have already been solved? Your customers’ expectations for product support have changed. They won't stand for outdated knowledge systems, time-draining phone calls or scripted responses. Your customers demand to be treated as individuals and expect your company to accommodate and respond to their individual needs and issues. If you don’t do it, your competitors will.
Two questions. No excuses.
Success has little to do with the size of your support budget. It has everything to do with your answers to two simple questions.
- Is your enterprise adapting to the profound changes in how people communicate?
- Are you capitalizing on the social and intellectual capital generated by those conversations to grow your top line and minimize repetitive support cycles??
With a smaller support team, how can you expect to improve customer satisfaction by relying on a disjointed combination of forums software, phone, chat, email and existing support solutions? Only Jive Social Business Software for Support connects the conversations of customers, product experts and support representatives to enable rapid, efficient and consistent issue resolution.
“Prior to Jive, agents would solve the same problem over and over again before the solution was shared across common channels.” Director of Knowledge Management
Teletech
Support’s biggest challenges. Solved.
Minimize interactions
Live support is often the most expensive support activity companies provide. Jive helps minimize these costly interactions by engaging customers in online conversations with peers and product experts.
Reuse knowledge
Jive automatically records and indexes solutions, making them highly visible, and enabling agents to reduce call times and increase first-call resolutions, something existing support software can't accomplish.
Build trust
Jive helps build customer trust and loyalty, providing transparency into support activities and allowing customers to see whom they’ve engaged with, actions taken, and a history of all previous conversations in the support community.
Provide consistency
Jive helps bridge disjointed support channels, including existing forum software, by allowing agents to quickly view all of a customer’s interactions within external support communities, providing both context into an individual customer’s issue and a consistent experience for all customers.
“After the first month of using Jive, we saw an average 15%-30% reduction in our support call volume.” Citrix
Built for the enterprise.
Jive’s enterprise-class Social Business Software is built to be extremely flexible, highly scalable, and easy to use to drive user adoption and meet the demanding needs of global business.
Easily deployed. No IT headaches.
Jive offers the industry’s only true enterprise SaaS platform that enables companies unmatched flexibility and integration options while removing the back-end headaches of dealing with system operations, maintenance, and security. Once up and running, you not only can trust in Jive’s proven ability to handle large-scale growth but also can switch to self-hosting should your IT team desire that option.
Enterprise-class security.
Jive meets the highest standards of enterprise class security. Its hosting partner is SAS 70 Type II Certified, which is the most secure certification possible to attain.
Strategic consulting.
We’re ready to support your implementation as much or as little as you need. Our services range from training and system administrator quick starts to strategic roll-out consulting that helps handle the strategy, design, and successful launch of Jive SBS for your organization. We also provide post-launch support to ensure proper adoption within the enterprise.