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Industry: Technology
  • Greater customer satisfaction
  • Lower support costs
  • New revenue-generating premium services

Jive-x Customer Support and Marketing Engagement Community

FireEye Drives Customer Support, Industry Leadership and Higher Revenues with Jive-x

One Community, Many Benefits

For cybersecurity provider FireEye, keeping customers updated on the fast-changing threat landscape is a strategic priority. A centerpiece of that strategy is the FireEye Community, powered by Jive-x. It’s a platform for everything from public education to thought leadership, product support and revenue-generating premium services, and has become a core part of the company’s security offerings.

"Jive’s great reputation, customer portfolio and stability as a company sets it apart."
John Summers
Manager of Services Collaboration and Social Strategy
FireEye

Rapid Business Impacts and ROI

The Education Center helps build awareness and brand advocacy, generates leads and converts prospects. The Help Center resolves customer issues quickly while deflecting support cases and cutting costs. The Managed Defense Center has helped cement FireEye’s reputation as a trusted source for cyber intelligence and has attracted so many subscribers that it’s turned a healthy profit. “We’re flipping the paradigm on ROI, turning a traditional cost center into a profit center,” says John Summers, Manager of Services Collaboration and Social Strategy.

“Other, more traditional solutions are siloed, with things like content, forums and knowledge bases existing in separate areas. With Jive-x, users can access everything from discussions to rich content in one environment and search it all at once.”
John Summers
Manager of Services Collaboration and Social Strategy
FireEye