Jive transformed our Marketing/Sales/Fulfillment/Customer Service "engine" to unify the experience of a prospect-turned-customer literally overnight. We're talking tricycle-to-space shuttle transformation here.
February 19, 2016
Jive transformed our Marketing/Sales/Fulfillment/Customer Service "engine" to unify the experience of a prospect-turned-customer literally overnight. We're talking tricycle-to-space shuttle transformation here.
Score 8 out of 10
Vetted Review
Verified User
Modules Used
- 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.
Overall Satisfaction with Jive Engage
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.
Pros
- 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.
Cons
- 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.
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