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The Information Wilderness: Slow Customer Support

Customers don’t have just one form of communication—so why are you only offering a single support path? See why a seamless, multi-channel support experience matters.

“Should I call customer service? Send an email? Write a tweet? Ask a question in the forum?” With so many ways for customers to communicate with companies, it’s no wonder they feel confused by which path to take to get customer support. Learn how a seamless experience across all of a company’s channels is possible—and how speeding up the process improves customer loyalty and retention.

In their support journey, customers are often forced to choose a path—either slog through a quagmire of community forums or slice through a tangle of self-service options. There’s a better way. With Jive-x, you can foster deep engagement, authentic dialogue and lasting loyalty.

Want to learn more? Check out the “Surviving the Information Wilderness” Infographic.

Video Deep Dive with Kevin Williams

Problem: Slow Support. Jive-x – ‘Surviving the Information Wilderness


As a customer when you’re going through the process, you’re in the knowledge base and you’re searching, or you’re in a different segment or a different channel for support and you’re searching, and you can’t find your answer and you’re like, “Okay, great, now where do I go?” And that goes back and it’s an extremely frustrating experience. And I think that’s where a lot of people are right now: they check the boxes, do I have a knowledge base check, do I have a discussions check, do I have my drug support channel check, do I have my social stuff maybe a check. But where very few people are and what really needs to happen is to begin. Bring this back out to the customer and make sure that the customer is having the experience they want.


So if they go down a path, make it readily available because you wanna make sure and answer that, and if it doesn't get answered you want to make sure and collect the feedback,
Customer Headshot
Kevin Williams
Vice President of Customer Support,
Jive Software


“Was this valuable to you? No,” so that your team can actually go and improve that article. But conversely, you want to actually make that a seamless transition to the next channel that they prefer.

So if you’re in there and you’re going to social media and it ends up being a really complex issue, how do you actually transfer that person out of social media because Twitter with 140 characters isn’t gonna cut it? So how do you actually transfer a customer’s issue from Twitter into a direct path or into a discussion or point them to a knowledge base, but then the knowledge base doesn’t answer all of it so you need to bring them back into a case to make sure they actually get that issue resolved and you actually have that follow through. So that’s really where you talk about where is support going, and how you actually maximize that customers satisfaction post-sales is really providing that ubiquitous experience where you provide all of the different channels out to the customer. They get to choose, and when they go into one of those channels and maybe they don’t get the answer they need because in spite of all efforts you’re never gonna be 100%. So when they don’t get that, it quickly transitions them to the next channel that’s gonna be most effective for them to actually get the answer that they need, but also with the channel that they most prefer or is their second highest list to do that. So making sure that’s done in a way that’s very seamless, but also not overwhelming or confusing to the user. It’s very hard to do, but that’s really where support needs to go.