Jive-n for Employee Support
Give your employees great support. And give your help desk a break.
Delight Your Employees, and Your Support Staff
Fast, high-quality employee service that unburdens staff and cuts costs
Simplify support and cut costs by providing employees with easy-to-use self-help and peer-based assistance on par with best-in-class online customer support. Users can quickly get the answers and information they need without having to call your help desk, saving precious staff time for the toughest cases and high priority strategic initiatives.
Delight Employees With Speedy, Interactive Support
Jive-n enables employee service departments such as IT and HR to assist their employees far more effectively, while freeing up support staff and cutting costs.
Employees can quickly find answers and get the information they need to do their jobs, without having to pick up the phone or create a help desk ticket. Everyone can get on with their work, with minimal frustration and delay.
Enhance employee self-service while freeing up staff to focus on high-priority issues. It's super-easy for employees to find existing help content, ask questions and get answers from colleagues and experts. Answers are posted for everyone to find, thanks to pinpoint social search.
Speed Knowledge Sharing
Leverage organizational expertise. Learn best practices from your best people. Give super users a voice and the recognition they deserve for sharing what they know.
Social Service Desk
Reduce support costs with a social service desk
Spaces serve as portals where support teams can present key information to the rest of the organization and engage with employees to help solve issues. Spaces include configurable themes, page layouts, permissions and more.
Mark blogs, discussions, documents and comments as a Decision, needing Action, Official, Correct, Helpful and more. This lets others more easily find the right information. People can also mark these outcomes within Microsoft Outlook and Office, and Google Mail and Docs.
Community Manager Reports
Ready-made reports let you quickly gauge how well your employee support portal is performing, and what you can do to make it better. Analyze the number of questions, responses and helpful and correct answers; the average time to first response and answer; and the number of times answered questions have been viewed.
Ticketing System Integration
Integrate with your existing support systems to streamline case tracking and resolution. Discussions can be connected to tickets, making it easier to collaborate with the end user and anyone else who can help to solve the problem. Integrations are available via configuration as well as through Jive-n's robust API framework. For more details, view our Add-ons.
Drive faster issue resolution with smart search
Rapidly find answers that already exist. Start typing, and if the answer is out there, Jive-n will find it in seconds. If the same question has already been asked, just select "I have the same question." When the question is answered, everybody who asked the question is notified.
Find what you need, when you need it. Content is prioritized and recommended based on what's important to you, your team and the projects you're working on. Jive-n supports the OpenSearch API, too, so integrating with other repositories is a snap.
Administrators can promote and raise visibility of content by associating specific search phrases with one or more links (which can be documents, links, FAQs etc.). When users search using those phrases, the corresponding results get top rankings - above all the other organic search results.
Accelerate knowledge sharing throughout your organization
Peer Support Groups
Peer support groups bring together all the people who want to share information about a particular topic. Participants can ask and answer questions, post how-to documents and videos, and earn points for helping others. As hints and tips accumulate over time, they can be converted to official knowledge base entries with a few clicks.
Basic game mechanics are built into Jive-n, driving engagement with points and recognition. But we’ve gone further, offering advanced gamification that really amps up participation and productivity. Create targeted missions, badges and rewards that encourage specific actions, like giving helpful answers, assisting other users and creating shared content. Leader boards let you tap into your employee network's competitive spirit and acknowledge top contributors.
People profiles appear everywhere a person is mentioned, putting a face to a name and personalizing the Jive-n experience. People profiles go way beyond the usual contact and background information. They include skills, recognition, activity and endorsements that call out peoples' strengths. People can search by expertise when trying to find authorities on a topic. Jive-n's people profiles can be easily integrated with external people management systems.
Get a Demo
See for yourself how Jive-n enables employee service departments such as IT and HR to assist workers far more effectively. With easy-to-use self-help and peer-based assistance, users quickly get the answers and information they need, without having to call your help desk. Fill out the demo request form and we'll get back to you within 24 hours or the next business day.
Jive-n reduces support costs dramatically and saves precious staff time for the toughest cases and high priority strategic initiatives. It's helped our customers achieve extraordinary business results:
- 38% increase in employee satisfaction
- $3.8 million saved in support costs
- 34% less time to find knowledge, expertise and best practices