Jive in tech support context
February 04, 2014

Jive in tech support context

Anne Karppinen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

6.X

Modules Used

  • ??

Overall Satisfaction

Jive collaboration platform is used in tech support case handling discussion, i.e. getting support from your peer across the globe. Jive has enabled us to overcome not only geographical and time zone barriers but also organizational silos. Case handling is more effective, knowledge sharing is effortless, and we're building a verified knowledge base as we go along. With minimal initial training, we have engaged a living community of around 6000 expert and novice users, and got moderators/community managers on board. Great product, easy to use and easy to implement. In an area where engagement is the biggest problem, with Jive, we have overcome that problem.
  • Ease of use: low threshold of "getting started"
  • Ease of administration: transparency and human understandable, consistent admin console
  • Ease of creating attractive content.
  • Sometimes it has proven to be an issue to find out exactly what browsers/versions cause problems.
  • Integration in a wide and complex IT environment is not always the easiest thing.
  • Faster case handling
  • Better customer service
  • Knowledge management, processing the silent knowhow into tangible and reusable information
Compared to MS SharePoint community administration, I'm much more comfortable with Jive administration tools. The Jive user interface is more pleasing and easily adaptable with readymade widgets. The navigation (both top level and within a social group or community) is made easier with standard tabs and standard content types.
It's not me who decides on renewing the contract.
Tech support case handling is an easy example to offer as something for which Jive is well suited, but engaging customers, for example, supporting a customer event with Jive as channel is also easy.

Product Usage

7500 - Technical support, also extended to R&D. Product management/ product marketing.
50 - We have typically social group owners and community administrators. In addition, we have one - two full time portal administrator and various people with portaladmin rights supporting the scenario. On IT side, we have support staff who develops custom plug-ins, and takes care of overall integration to other neighbouring systems.
  • Tech support: Case handling discussion
  • R&D: tech support report investigation (identifying bugs)
  • Product management: Interfacing with customers.
  • We have supported a big customer event via Jive. Everything was done via Jive: First registration. Then invitation, timetables, practicalities were shared. After sessions, we posted materials, videos, polls on the site. People attending the event wrote blogs on what they saw. After the event, we had a satisfaction survey.
  • Product managers have interacted directly with customers to gain insight on what to develop in next product release, i.e. feature prioritization.
  • Product marketing - engaging customers

Usability

It's easy to use and administrate. Same cannot be said of all systems I have used.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Administration (via admin console)
  • Modifying group overview/community overview/portal main page with widgets. Especially impressed with user-configurable widgets such as spaces, i.e. user only sees the spaces he is allowed to see in the widget.
  • Creating wikis as individual documents, instead of the complex wiki-entities in various other systems.
  • I have not found anything particularly cumbersome, except some funny mishaps with certain browsers/versions.