Get Social with Customer Service via Jive

Pete Prestipino — Thu, 08 Mar 2012 16:59:00 GMT

Social media is reaching into nearly every corner of the enterprise today, so it should come as no surprise that it is making it has also made its way into the realm of customer service.

Social business company Jive Software has released its Jive Social Customer Service Solution which aims to provide all of the necessary components and services necessary to deploy a socially-focused customer service strategy. For large companies requiring an always-on support team, the platform will likely be a good fit, as evidenced by its long list of available, out-of-the-box features.

The platform provides many of the features you would expect from such a solution such as case escalation and management (integrating with various CRM providers) as well as social media monitoring and engagement tools – which are of course useful in spotting emerging issues and contacting customers that have questions or suggestions. But it doesn't stop there. Not only does Jive integrate with Facebook (a must-have for this classification of software), but also with Microsoft Outlook, which gives support personnel the ability to participate in social conversations from the convenience of their email inbox.

And perhaps the best part of all, through a technology integration with Bunchball, Jive’s solution also offers gamification. The feature enables companies to use game mechanics (points, rewards, etc.) to encourage and reward participation. The platform also integrates with various apps from Jive Partners including LingoTek (translations) and SurveyGizmo (surveys). Last, but not least, Jive’s social customer service solution also offers some mobile capabilities. Customers and support teams can participate in communities, post questions, and access resources from a range of mobile platforms including iOS, Android and Blackberry.

"The world's largest and most valued brands have used Jive to transform their customer service practices and drive real business value," said John F. Rizzo, Chief Marketing Officer at Jive. "We wanted to make the same level of transformation easily attainable by more companies. Our solution is the first to deliver the game-changing advantages that social customer service has to offer in a comprehensive, easy-to-deploy package."

Social Software Maturing: Too Little, Too Late?

Pete Prestipino — Tue, 23 Jun 2009 18:20:00 GMT

Social software vendors are increasingly focusing on scenario-specific solutions and analytics according to new research released today by CMS Watch.

CMS Watch's Enterprise Social Software & Collaboration Report 2009 evaluated twenty-seven social computing platforms against eleven enterprise use-cases. Vendors reviewed include IBM, Microsoft, Google, Oracle, Jive, Telligent, Awareness, Drupal, SocialText, blueKiwi, Wordpress, Atlassian, Lithium, and Ning.

Despite some notable exceptions among wiki vendors, Social Software suppliers in 2009 are easing their pace of feature expansion, placing more emphasis instead on things like performance and analytics. According to the report, "Despite some notable exceptions among wiki vendors, Social Software suppliers in 2009 are easing their pace of feature expansion in favor of better solutioneering and productization, with more emphasis on things like performance and analytics," noted CMS Watch founder, Tony Byrne. "In other words, they're growing up."

CMS Watch also found Social Software vendors settling into traditional categories, including best-of-breed vs suite vs platform; SaaS vs installed; and open source vs commercial. "Customers have many good choices," adds Byrne. Other findings from CMS Watch include:

System and administrative services - things like back-up, archiving, and multi-instance management services - still remain weak across the board in this marketplace
"Cloud" computing is beginning to impact the Social Software market and blur line between on-premise and SaaS, as more vendors employ services from Amazon and others
SharePoint 2010 could still become a disrupter if Redmond dramatically improves the platform's social networking services, but it is too late for SharePoint to dominate across Social Software use-cases in an increasingly crowded marketplace

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Get Social with Customer Service via Jive

Social Software Maturing: Too Little, Too Late?