Jive-x (formerly Jive Engage) is Jive's external facing community platform for prospects and customers. It is a leading product in the space and most often competes with Lithium Community and Telligent Community.
N/A
Sprinklr Service
Score7.9 out of 10
N/A
Sprinklr Service is a Contact Center platform for managing customer interactions across more than 30 voice, social, and digital channels. It centralizes conversation history and customer context as interactions move among email, chat, voice, and social channels. The platform includes embedded AI for intent classification, routing, agent assistance, quality review, and self-service automation. Sprinklr Service also supports Conversational AI, Social Media Customer Service,…
Director, Idea Lab in Product Management at Blackbaud (Computer Software, 1001-5000 employees)
Chose Sprinklr Service
Evaluated and considered tools like uservoice, Lithium, Jive, and SuggestionBox. Ultimately, being able to quickly provision the system and test drive things in real-world situations really influenced the decision.
Jive-x is great for external communities for support deflection or customer communication and document sharing/editing. If you spend the money on the available add-ons and integrations, you could use it for customer education/learning. It's less appropriate for use as a revenue -generating tool or a lead-generating platform.
Sprinklr Service has always been well-suited for all of the work we do. As it's all social media content, and most require responses or escalations, Sprinklr Service covers all of that. The only time I think we wouldn't need it is if we were working with a much smaller client who didn't need us to have eyes on so many platforms at once.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I write these from the perspective of the Community Manager - You can choose your level of moderation on Jive to match the policies of your organisation. From full on content pre-moderation to to completely reactive moderation, you can take your pick. We chose the latter end of the spectrum, trust your colleagues to be professional and you will be rewarded with professional content.
The ability for users to set up their own groups very easily with out the need to revert to developers is great as this allows individuality. This allows for organic growth with out impact on the budgets of departments and teams to get their work done on Jive. The option is always there to get 'someone in to fancy it up a bit' however you will find that your own people will develop those skills themselves. Your users will also learn from each other and you should actively encourage stealing of best practice from across your organisation.
The knowledge repository or Question and Answer features are the most value-adding for me. Having searchable history that allows your to get answers quickly so the next question can be asked is the reason why you should have a collaboration platform in the first place, Jive makes that easy.
Single Sign On has been a excellent addition for us, if Jive does not make your colleagues lives easier then they won't use it.
You can customize and brand Jive to reflect your company identity.
Automated notifications for certain types of content or posts from certain users
The reporting options are fantastic.
We've integrated a chatbot seamlessly with Sprinklr modern care so our team members can pick up a conversation if our bot isn't able to provide an answer.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
For a large company the cost can quickly escalate so this must taken into account when renewing. For me, the decision to review will be taken with upgrading to the cloud version in mind as well. My power users love Jive for it versatility but it is important to note that you must be prepared to constantly train and coach the non-power users
The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.
No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
It works wonders. My only gripe would be that there are some customizations you can't make without hiring a vendor with coding experience to implement them.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.
The support has been fantastic when we have been trying to code our own apps. Jive have went above and beyond what was required to help us out. Bugs fixes are generally very good and they are upfront when they are unable to help or a 'problem' is actually in need of Professional Services
I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
For the money, it just happens to fit best with our original use case. Now that it's been sold to Aurea, which essentially halted any support or dev for the product before selling it off to Lithium, we will have to eventually move off of it (this assumes Lithium won't hire devs for code they didn't build, and that's not a bad assumption). So, while I recommend it, it's with the caveat that it's been sold and will be evolving in the near future.
First, we had a social studio which was good in terms of functionalities but slow. After that, we had the chance to use Talkwalker & social bakers which were good tools yet not enough compares to Sprinklr
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Hard to quantify the results...but I also left the company before we had built a mature instance of Jive in-house so the final results/impact were yet to be fully realized and measured.
The use of Jive brought together multiple-departments for the first time in our 50+ year old company to truly build an "end-to-end" approach to our marketing/sales/fulfillment/customer service engine. It was truly phenomenal to watch how the internal life-cycle of a prospect-turned-customer literally transformed and unified our inter-departmental teams through the use of Jive Engage.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Increased employee efficiency: Having a clear, one-stop "shop" where users can leave feedback, ask questions, and find bug fixes or workarounds has saved me (and other community managers at my company) loads of time that was once spent responding to numerous emails on an individual basis.
Better customer service: Since everyone in the company is alerted of what's being written on our forum, it's easy to spot a high-priority issue, delegate to the person in charge, resolve it, and respond as soon as possible.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
