© 2012 Jive Software. All rights reserved.

01 | escaping the customer service dilema

Escaping the Customer Service Dilemma.For VP oF Customer LoyaLty, VP oF Customer suCCess, VP oF Churn, VP oF Customer serViCe, VP oF Customer Care

how you Can make Customers happy, make your support reps more effective, and Cut Costs – all at the same time.

Then there is the Jive wayJive’s Customer service solution offers a new approach that

doesn’t just tweak the existing trade-offs. it rewrites the entire

equation, turning the “versus” into an “and,” so companies can

boost customer satisfaction, improve rep productivity, and

reduce support costs all at once.

social Customer service has none of the inefficiencies of traditional

one-to-one support. nor is it another fend-for-yourself automated

system that leaves users to find their way through a maze of

FaQs and forums. instead, it provides all the benefits of personal

contact and hands-on human expertise, in a way that optimizes

the effectiveness of every resource involved, including agents,

customers, and digital content.

The power of peer-to-peer supportsocial service starts with a customer community, of course, but

goes far beyond the usual Diy forums. Jive’s solution employs

the whole arsenal of social techniques to foster high levels of

customer participation and useful responses. they include:

• recognition and reputation features that reward the most

helpful participants.

• Badges and special privileges for customer experts and key

influencers, such as the ability to launch conversations and

create new user groups.

• a great user experience that encourages swift adoption and

heavy use.

• Features that build connection: personal profiles, “likes,” the

ability to follow conversations and people.

• Gamification technology that makes the community even

more vibrant, fun, and participatory.

The augmented communityJive’s social Customer service solution augments community

interactions with intelligent design features and assisted

processes that surface answers faster and point people quickly

to the most helpful resources:

• aggregates social feedback to identify the best answers in a

discussion and push them to the top, so users don’t have to

search for them.

• anticipatory recommendations that suggest answers to users’

questions as they type their queries, even before they hit “search.”

• Facebook integration that automatically pulls fan page questions

into the customer community and pushes answers back to the

Facebook wall.

• automatic search engine optimization (seo) of community

discussions and other content, raising visibility and brand

awareness.

Here’s one way to do customer service: provide premium live support to everyone, win the love of your customers, and watch your margins evaporate. Here’s another way: hold onto your money, shunt customers off into long support queues or online self-help, and watch brand loyalty and repeat business take a hit. Or you could pick something between those two extremes. But you’d still be balancing the same old trade-offs: quality versus economy and customer satisfaction versus labor costs.

Jive. First in Social Business.Jive is the largest and fastest-growing independent Social Business Software company in the world.

For more information, visit www.jivesoftware.com.

02 | escaping the customer service dilema

Better use of service repssocial Customer service enhances the effectiveness of agents,

freeing them from answering the same user questions over and

over again, and instead leveraging their expertise across an

entire community for maximum impact. Crucially, Jive’s solution

supports not only customer communities but also internal

communities where the services team can quickly share best

practices and find vital information.

other important features include:

Bridging that allows service reps to pull customer questions into

the team community, collaborate on the answers, and then push

them back out to the external community. reps can likewise pull

in feedback and insights from customers and share them with

colleagues internally, integrating the customer’s own voice into

company culture to improve service, product development, and

marketing efforts.

• auto-escalation capabilities that automatically turn

unanswered questions into cases after a specified interval,

allowing agents to focus where they’re needed most.

• Crm integration, enabling agents to easily access case data

while in the community, and to access community social

information while in the Crm system.

• the ability to easily turn relevant customer discussions into

knowledge base articles, which can then be searched and

utilized by all community members.

• instant team-wide distribution of new information as reps

answer questions and add content to the knowledge base.

in these and other ways, social Customer service harnesses a

vast store of collective knowledge to empower service reps and

customers alike, deflecting calls while answering questions and

resolving cases faster.

Real resultsall very nice in theory, but does it actually work as advertised?

the answer is demonstrably “yes.” in a 2010 survey, markettools

asked Jive customers across dozens of industries to quantify the

impacts social Business on their customer service programs.

hundreds of companies reported back, quoting results such as:

• 28% reduction in support calls

• 26% decrease in channel support costs

• 33% increase in clicks from Google searches

• 32% percent less time spent for agents to find answers

• 30+% percent increase in customer satisfaction and retention

Buried in these averages are a lot of compelling individual stories.

t-mobile’s Jive-powered community serves over 150,000 customers

and employees, who generate 100,000,000 pageviews/month.

the company’s call center reps handle 500,000 phone calls daily,

typing customer questions into their internal community to get

fast answers. overall, Jive’s Customer service solution has helped

t-mobile significantly improve resolution rates and customer loyalty.

national instruments has likewise seen huge adoption (nearly

half its total customers participate) and jumps in case resolution

(50 percent of customer questions answered in the community).

more than 2 million saP employees, customers, and partners now

collaborate more effectively thanks to Jive communities. Cerner,

Cisco, and mcafee report dramatic reductions in support calls and

cases logged.

the list goes on. to learn more about how social Business is

changing customer service as we know it, check out the customer

videos and case studies in our Customer service toolkit:

http://www.jivesoftware.com/resources/kits/get-customer-service

and for more on our complete, ready-to-deploy Customer

service solution, visit our website:

http://www.jivesoftware.com/social-business/solutions/

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