Jive-x (Discontinued) Reviews & Insights

We use Jive-x as a support portal for a web-based wellness program in addition to a general support portal for health insurance. It is used by service operations across two departments for external customers.

It's perfect for customer support inquiries. Especially for service centers that see a repetition in the questions they receive. Jive-x allows you to create an existing knowledge base with pre-made Q&As, static documents, and videos. With a well-stocked set of answers and a group of trained moderators, you could cut down on inquiries to a call center. Moderators who understand what content already exists on the community will be able to easily link and refer new inquiries to the already established answers. This saves time and creates exceptional efficiency. A well-run community will allow customers to find their answers without ever opening a case.

I would not advise Jive-x for anyone who needs to engage with customers who aren't web savvy.

We initially set up Jive-x to be our external support-deflection and customer education community. So, it pretty much touches all customers throughout the life cycle of the customer. The community was under User Assistance when I came on board two years ago. About six months ago, it was moved (as was I) to Product Marketing. Now we are adding a product blog to the platform to communicate with customers and potential customers about the company products. And it has some internal use, as well. I'm a real community evangelist. I have found ways to get other departments into the community and to get value from the spend on it. For example, HR is experimenting with using it to communicate with employees internally. And our Support team has a private space where support techs can suggest and vote on training. I also have several private spaces where we interact with Nintex Partners as we get feedback on software betas before we go to market. Some are for marketing viability, some are for feedback on the functionality of the product itself. We also have training materials in there for customers as well as product downloads. So, if you're a Nintex customer, you should be using the community no matter where you are in your experience with Nintex.

Jive-x is great for external communities for support deflection or customer communication and document sharing/editing. If you spend the money on the available add-ons and integrations, you could use it for customer education/learning. It's less appropriate for use as a revenue -generating tool or a lead-generating platform.

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.

I think it is best suited for sales and marketing teams and customer service teams, and then for the customers to collaborate on various challenges to represent a "single voice" to the vendor on what product issues need to be addressed most urgently.

We use Jive Engage across the whole company in many different markets in Asia/Pac. It is used for project management, knowledge repository, employee engagement and corporate communications. Our platform which we call WAVE allows us to reach out across geographical boundaries to help make our large organisation feel small. It helps to bring in the family from New Zealand to connect them more personally with the relatives in Taiwan. Jive allows us to get around e-mail size limitations to collaborate on large files between regions and Group Office. Some of the actuarial valuation spreadsheets and data files can be huge! Jive has also allowed to better integrate new acquisitions within a country with focused employee engagement activities.

Our version has some limits which have been overcome in newer releases of Jive with better workflow processes and plugins. It is clear that you need to be on the public cloud version as this will lower future costs however this limits you in terms of customization. So to make the case for a cloud version, you get the automatic upgrades with the upgrade costs attached to hosted versions.