I hit my nine-year anniversary at Jive this past September. When I started in 2007, we were updating for Jive version 1.6 (called Clearspace at the time, to be exact), and Jive had just undergone a massive undertaking to combine two formerly separate tools (Jive Forums and Jive Knowledge base) into the industry's first centralized business collaboration network. It was exciting for a lot of reasons, but especially for the end users since they would finally have a more integrated enterprise search, and agnostic groups for seeing every piece of relevant content.
But as the years passed, the customer journey expanded. It took on a new importance that was more than just about getting help and quickly leaving – It was about engaging at all levels. From Prospect to Purchase to Education to Feedback to Support to Advocate; and then ideally connecting those advocates appropriately with prospects or others along their own journey. By driving these new ways to collaborate or channels to create, organizations were also able to encourage users to spend more time on the site and, in turn, get more help from their peers. Something as simple as an "ideation" area (alone holding its own value to a vendor) could easily help deflect many more support questions because of all the additional – often positive – user interactions.
With all of this engagement though, we still saw fragmentation. Even with a centralized network, there are still other processes that need to happen and often times peer-to-peer engagement can't solve all issues. That's where a company's CRM systems come into play. This is also where the user might have to leave their branded network to jump into a completely different interface and portal to log their cases/tickets. These systems are wonderful for internal tracking but can sometimes create difficult UX/flows for end users, depending on the audience. With this in mind, and as avid CRM users ourselves, we decided that there was an opportunity to also help centralize this level of interaction. While not changing anything for the internal support rep, we aimed to bring that CRM right to the user inside of the customer community. Show them what they needed to see, allow them to create their case, interact directly with an agent, and solve the issue while staying in one place. Could this also potentially further increase the amount of community adoption overall, along with exposing them to new knowledge base articles or other user generated content? That's still to be seen, but we believe it will.
On February 21, I'll be co-hosting a live webinar to discuss these very issues. My colleague Sterling Bailey and I will dive into the concept of centralized, network driven customer support, especially as it relates to the larger customer journey and modern day engagement methods. Then we'll demonstrate Jive's newest Salesforce Case Management Connector to show how we're continuing on our journey to be the true customer hub and offer an unparalleled UX while doing it.
Join Sterling and I to see Jive’s Salesforce Case Management Connector features including:
• Custom Salesforce case dashboard tile
• Ability for users to file, track and receive updates on cases from within the community
• Ability for support reps to directly communicate with customers within your community from their native workflow in Salesforce
• Custom case fields
• Case deflection search to help push customers into existing documents or discussions from the community before creating a new case
• Mobile responsiveness for all of the above