Jive Software, Inc. (Nasdaq: JIVE) today announced that its Jive-x powered external community was recognized on the Association of Support Professionals’ (ASP) exclusive annual list of the top ten best web support sites in the world. The Jive Community received accolades for increasing customer satisfaction and reducing costs through a world-class self-service solution built on the market-leading Jive-x external community software.
“External communities have shifted from a nice-to-have to a definite necessity for state-of-the-art customer service, as evidenced by the impressive companies on this year’s ten best web support sites list,” said Alfred Hahn, executive director of the ASP. “This honor is well-deserved for Jive, which has developed a vibrant, mobile-friendly community that demonstrates best practices and excellence in online service and support.”
Jive was featured on this year’s list for using Jive-x to integrate more self-service options into its Jive Community – including an enhanced case wizard that displays recommended content, a broader knowledge base, and a more prominent discussion forum. By seamlessly connecting these features and increasing employee participation in its public support community, Jive is helping customers more easily find the answers they need without opening new support cases. As a result, the company handles 50 percent more inquires through self-service channels, while maintaining customer support satisfaction at 94 percent.
“So many high-tech companies have proven how effective online communities can be at helping them to attract and retain valuable customers and partners by better connecting, communicating and collaborating with them,” said Robert Block, chief customer success officer for Jive Software. “It’s gratifying to be recognized alongside our industry peers for these best practices, and it’s even more meaningful because we used our own Jive-x technology to reach key business value milestones, including growing customer satisfaction and reducing support costs.”
Several other technology organizations, such as Akamai Technologies, Ellucian, Hitachi Data Systems, Plex Systems, Solarwinds and Tableau, use Jive-x to connect, communicate and collaborate with their customers and partners around the world. These companies leverage Jive’s external community solution to power more effective knowledge sharing and customer support, and increase customer satisfaction, brand affinity and repeat business. Forrester Research recently recognized Jive-x as a leader in the Forrester Wave Social Depth Platform, with Jive receiving high marks for its advanced mobile features and ease of use.
The Association of Support Professionals is an international membership organization for customer support managers and professionals. Its seventeenth-annual “Ten Best Web Support Sites” were selected by a panel of judges with expertise in Web support design and implementation, using a scoring system that looks at twenty-five different performance metrics – from usability, design and navigation, to community engagement and much more.
To learn more about Jive Software’s external community best practices, join ASP’s Alfred Hahn and Jive’s senior knowledge base engineer David Bastedo on Wednesday, August 26, 2015 at 11am PT for a free webinar.