Jive tailors enterprise social software for customer service

The company plans to release other products designed for specific business functions, like sales and marketing

Jive Software later this month will release a version of its enterprise social software tailored for customer service tasks, the first of what it expects will be multiple products designed for specific workplace teams and purposes.

The product, which will be called Jive Social Customer Service Solution, will include native integration with CRM (customer relationship management) and case management applications, social media monitoring capabilities, mobile access and elements of play intended to promote usage through "gamification."

CIO Australia feature: What is gamification?

The goal is to provide immediate, tangible results by reducing the amount of in-house customization needed to make the software useful, according to Jive officials.

The product will contain components from the company's existing Jive products, including its flagship Jive Social Business Software (SBS) enterprise social-networking platform.

Jive Social Customer Service Solution includes all the software needed to run it, so companies don't need to have any other Jive products for it to work. And like the other Jive products, the customer service product can be extended and integrated with third-party software via an API (application programming interface). The product will start at US$70,000.

The "gamification" element provides competitive incentives intended to motivate end users to use the product, while the social monitoring capabilities let companies monitor sources like their Facebook Business page and Twitter account and address comments posted by "fans" via the Jive interface.

The goal, as with any customer service software, is to help companies reduce support calls, cut resolution times and drive up customer satisfaction.

Based on information on its website, Jive apparently plans to follow up Social Customer Service Solution with similarly tailored products for social intranets and marketing & sales.

The products will be interoperable, so companies that acquire several of them will be able to collaborate and share data across departments.

Juan Carlos Perez covers enterprise communication/collaboration suites, operating systems, browsers and general technology breaking news for The IDG News Service. Follow Juan on Twitter at @JuanCPerezIDG.

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Juan Carlos Perez

IDG News Service
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