Industry: Technology
  • 26% drop in call volume
  • $2.6 million/yr saved in call handling
  • 25% jump in customer satisfaction

Jive-x Customer Support Community

McAfee Delights Customers, Slashes Support Costs with Jive-x

Resolving Issues while Deflecting Calls

With an eye toward providing best-in-class support, McAfee replaced its outdated support forums with a Jive-x customer community that now boasts over 100,000 registered users and millions of annual visitors. As a result, Jive has helped McAfee deflect calls, improve issue resolution and cut costs all at the same time.

But the biggest impact of all has been the customer response. Satisfaction and loyalty among the company’s corporate customers have jumped by 25% and 33% respectively – massive improvements that have contributed to McAfee’s growth and market leadership.

"We've seen a dramatic drop in our service request volume, not only because customers are just finding their own answers, which is great, but also because we have product management, engineering and research participating."
Barry McPherson
EVP Worldwide Support
McAfee