Jive-x is a customer care game-changer!
April 03, 2019

Jive-x is a customer care game-changer!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jive-x

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.

Pros

  • 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.

Cons

  • 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.
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.
The end user should be able to find what they need. They don't even need to be logged in to search for content.
SSO is a pain to implement, but that was mostly on our end.
It's perfect for customer support inquiries. Especially for service centers that see a repetition in the questions they receive. Jive-x allows you to create an existing knowledge base with pre-made Q&As, static documents, and videos. With a well-stocked set of answers and a group of trained moderators, you could cut down on inquiries to a call center. Moderators who understand what content already exists on the community will be able to easily link and refer new inquiries to the already established answers. This saves time and creates exceptional efficiency. A well-run community will allow customers to find their answers without ever opening a case.

I would not advise Jive-x for anyone who needs to engage with customers who aren't web savvy.

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