Mathew Ladd works at Jive Software in the Account Support Department. A bit about Mathew: "I have my undergraduate degree in communications, specializing in marketing and sales, and have a ton of experience writing content for startup companies around Portland.  I'm a philanthropist through and through, and tend to wear my heart on my sleeve.  You can count on me to be honest, forward, and not afraid to speak my mind.  I gather a lot of inspiration from the world around me, and like to share that positivity through my writing."



Working in Jive Support has given me a unique opportunity for exposure to common Support issues, and means of resolving them.  Here are some ways of improving your experience as a Jive user, and how to improve Support for your own company as well!

1.  Crowd Sourcing: A lot of ideas tend to fly around Support and how to be more efficient with it.  As a first step to organizing your social support efforts, try crowd sourcing as a means of getting relevant information to communicate to your customer base.  For example, I used our social intranet here at Jive to ask the entire Support team what they feel are the most common cases and frequently asked questions to develop this blog post.  Creating a discussion in Jive, I complied a strong list of items that can be used to reduce wait time on cases.


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2.  Check List:  By following this checklist or providing a checklist like this to your customers, you can improve the speed and efficiency of Support interactions. Having more information up front about a scenario will help any team get up to speed more quickly about what a case has been filed for and how to resolve it.  As an example, here is the checklist that I created based on feedback from our Support team about what customers should include in a case submission:


Customer Case Checklist:

  • User Names - The full name of the user(s) that experience the issue.
  • User IDs - The user login credentials.
  • Dates & Times - The dates and times that the issue occurred, being as accurate as possible.
  • Screenshots - Images of the error or issue that is being experienced.
  • Explanation of the Error or Issue - Where was the issue encountered? What does the error say (verbatim)? Answer these questions with as much detail as possible.

3.  Communication Avenues: Do your best to train your Support team to engage with customers across different social platforms, realizing that customers will not always know to go to your Support community first. When engaging with customers on the different platforms, have your check list readily available so you can provide them with the information they need to find a resolution. Be prepared to answer questions from multiple platforms preemptively to create a strong Support foundation.  The top social platforms include:

  • Facebook - To work with customers on Facebook, you'll need to coordinate with your social media response team to formulate an answer that matches your company voice.
  • Twitter - There are a couple of ways to handle support questions that come through Twitter. You can create a separate Twitter handle for Support or work with your social media team to fashion a response. Twitter conversations will likely result in a lot of back and forth, so it's a good idea to try and take the conversation offline for resolution as quickly as possible.
  • LinkedIn - The best option with LinkedIn is to respond as yourself as opposed to having a company profile, which is prohibited by LinkedIn.
  • Blogs - For questions or concerns shared on a corporate blog, it is easy to respond directly. However, if the concern is shared on a customer's blog, you'll want to work with your social media team before responding.
  • Jive Community - Use your Jive Community to get answers from coworkers who know the kind of Support situation you're working with.  Formulate a strong response and get your answer out quickly.


Regardless of what platform you are providing support though, you'll want to have that checklist readily available to share with your customer.  Your customers will appreciate the organization, and it will make responding easier on yourself at the same time.


What do you find most frustrating in your interaction with support?