Jive-x is a customer care game-changer!
We use Jive-x as a support portal for a web-based wellness program in addition to a general support portal for health insurance. It is …
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What is Jive-x (Discontinued)?
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.
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What is Jive-x (Discontinued)?
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.
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What is Jive-x (Discontinued)?
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.
Jive-x (Discontinued) Competitors
- Verint Community
- Khoros Communities (Formerly Spredfast + Lithium)
Jive-x (Discontinued) Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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April 03, 2019
Jive-x is a customer care game-changer!
We use Jive-x as a support portal for a web-based wellness program in addition to a general support portal for health insurance. It is used by service operations across two departments for external customers.
- Dynamic Search. It is very easy to find content (videos, documents, discussions) about a subject because the platform searches for possibilities while you are asking your new question.
- Integrates with our existing member single-sign-on (SSO). Users don't need to create a new account. They get to use the one already set up for their program.
- Real-time announcements. You can push announcements into the inboxes of all registered users with a few clicks. It helps with system outages and updates.
- No QA environment. It's cloud-based so you need to purchase another instance to set up a QA environment.
- The gamification system is not as user intuitive as you'd expect. The admin spends more time setting up opportunities than they should need to.
- Jive-x was bought out by three different companies in the last 2 years. There is an uncertainty of how long it will be supported and updated.
- It reduced calls.
- NPS increased.
- Increased engagement in the program.
No others. This was the only product we've used.
September 29, 2017
The Good, The Bad, The Ugly: Know Before You Buy Jive-x
Score 7 out of 10
Vetted Review
Verified User
We initially set up Jive-x to be our external support-deflection and customer education community. So, it pretty much touches all customers throughout the life cycle of the customer. The community was under User Assistance when I came on board two years ago. About six months ago, it was moved (as was I) to Product Marketing. Now we are adding a product blog to the platform to communicate with customers and potential customers about the company products. And it has some internal use, as well. I'm a real community evangelist. I have found ways to get other departments into the community and to get value from the spend on it. For example, HR is experimenting with using it to communicate with employees internally. And our Support team has a private space where support techs can suggest and vote on training. I also have several private spaces where we interact with Nintex Partners as we get feedback on software betas before we go to market. Some are for marketing viability, some are for feedback on the functionality of the product itself. We also have training materials in there for customers as well as product downloads. So, if you're a Nintex customer, you should be using the community no matter where you are in your experience with Nintex.
- Jive-x does ask and answer very well. It's a great platform to allow people to pose questions and to allow others to provide their thoughts very easily.
- Jive's internal search function is quite good. Google can tell you WHAT is inside the community. But if you use the internal search capability, you get context. For example, you will see that what you're looking for is an answered question or an unanswered question, or a blog post or a document. That's a big value and potential time-saver. Google can't tell you that.
- Jive is good at providing access to the JiveWorks community for community managers. I have many criticism of how that's organized, but at least it's there and searchable and has real value to help you figure out how to fix problems that arise. And problems will arise.
- Jive could do a better job of providing parity with its on-prem product in terms of features and in terms of making tiles on par with widgets. They basically quit developing for widgets and then stopped at a basic set of tiles.
- Jive has some good health metrics built in, but the reporting tools need to be way more robust. It shouldn't require an API call to get information on which pages have the most likes or which customers have the most followers, or that sort of data. And they need to make the views/pageviews match the way Google Analytics reports them so it's honest data.
- They need to improve the Data Export Service, which is opaque, klunky and hard to use. If CMs are required to use it to get important metrics, it needs to be MUCH easier, less time consuming.
- Just on support-case deflection alone, I estimate we save a couple million dollars. That's an estimate, but if even a small fraction of the people who view correct answers do not file a support ticket, then we've saved a lot of money.
- I can't point to a direct number, but because customers can get product download access in our community, it saves employee time/effort providing that individually.
- It's created a link between our sales people via their blogs, saving them time in answering the same questions over and over again. It helps close sales when we can point to customer success content and features and capabilities content.
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.
Jive was used to collaborate between our sales and marketing teams and our customer service and ops teams. So it was used across multiple departments. While we were a small to midsize company, we were incredibly siloed and needed a way to bring multiple teams together during the pre-sales/sales/post-sales/fulfillment aspect of bringing on board enterprise type accounts. Jive was critical towards assuring the baton did not get dropped as the "client experience" changed hands/departments.
- Simple. Intuitive for non-techies like myself.
- Real-time and easy to access.
- Optimized across multiple platforms, mobile devices, etc.
- Excellent reporting and visibility on usage and effectiveness.
- We were using Jive while they were developing the product at a rapid pace...and the updates and enhancements became frustrating to re-learn a commonly used feature. But these challenges were understood (and almost welcomed) due to the needs Jive was addressing at break-neck speed.
- The reporting functionality at times was frustrating to extrapolate the data we needed.
- We eventually abandoned connecting to our SharePoint servers due to many frustrating problems (admittedly probably most of them were due to internal lack of expertise). However, as I've been tracking Jive's upgrades over the years...it looks like they have dramatically improved the SharePoint connectivity to the point where it now seems to be a strong-point.
- 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.