02 | escaping the customer service dilema Better use of service reps asked Jive customers across dozens of industries to quantify the impacts Social Business on their customer service programs. Social Customer Service enhances the effectiveness of agents, Hundreds of companies reported back, quoting results such as: freeing them from answering the same user questions over and over again, and instead leveraging their expertise across an • 28% reduction in support calls entire community for maximum impact. Crucially, Jive’s solution supports not only customer communities but also internal • 26% decrease in channel support costs communities where the services team can quickly share best • 33% increase in clicks from Google searches practices and find vital information. • 32% percent less time spent for agents to find answers Other important features include: • 30+% percent increase in customer satisfaction and retention Bridging that allows service reps to pull customer questions into Buried in these averages are a lot of compelling individual stories. the team community, collaborate on the answers, and then push T-Mobile’s Jive-powered community serves over 150,000 customers them back out to the external community. Reps can likewise pull and employees, who generate 100,000,000 pageviews/month. in feedback and insights from customers and share them with The company’s call center reps handle 500,000 phone calls daily, colleagues internally, integrating the customer’s own voice into typing customer questions into their internal community to get company culture to improve service, product development, and fast answers. Overall, Jive’s Customer Service Solution has helped marketing efforts. T-Mobile significantly improve resolution rates and customer loyalty. National Instruments has likewise seen huge adoption (nearly • Auto-escalation capabilities that automatically turn half its total customers participate) and jumps in case resolution unanswered questions into cases after a specified interval, (50 percent of customer questions answered in the community). allowing agents to focus where they’re needed most. More than 2 million SAP employees, customers, and partners now • CRM integration, enabling agents to easily access case data collaborate more effectively thanks to Jive communities. Cerner, while in the community, and to access community social Cisco, and McAfee report dramatic reductions in support calls and information while in the CRM system. cases logged. • The ability to easily turn relevant customer discussions into The list goes on. To learn more about how Social Business is knowledge base articles, which can then be searched and changing customer service as we know it, check out the customer utilized by all community members. videos and case studies in our Customer Service Toolkit: • Instant team-wide distribution of new information as reps http://www.jivesoftware.com/resources/kits/get-customer-service answer questions and add content to the knowledge base. In these and other ways, Social Customer Service harnesses a And for more on our complete, ready-to-deploy Customer vast store of collective knowledge to empower service reps and Service Solution, visit our website: customers alike, deflecting calls while answering questions and http://www.jivesoftware.com/social-business/solutions/ resolving cases faster. customer-service Real results All very nice in theory, but does it actually work as advertised? The answer is demonstrably “yes.” In a 2010 survey, MarketToolsJive. 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.