Jive Enhances Bridging Capabilities to Link Public and Private Communities

Ethiopian News & Opinion Journal

Jive Enhances Bridging Capabilities to Link Public and Private Communities

ethiopianreview.com | October 28th, 2009

Jive Bridging socializes activities from public sites to keep enterprises in tune with the relationships that most directly impact their business

Company News

* Jive, the Social Business Software leader, today announced an enhanced version of the Jive Bridging Module in Jive Social Business Software (SBS) 4.0. Going well beyond what others define as Social CRM, Jive Bridging enables companies to foster internal dialogue around customer and partner community conversations, making it easier to engage in these conversations directly.
* With Jive Bridging, employees can now easily pull high-impact conversations that take place in any of their public Jive communities – such as recurring customer issues or channel partner needs – into the private Jive employee community for internal discussion behind the firewall and seamlessly push thoughtful responses back. Jive Bridging addresses the needs of several lines of business:
o Marketing and sales teams gain insight into customers and channel partners, quickly address concerns or opportunities, identify key trends, make prospects visible to sales, and promote customer successes.
o Innovation teams have an around-the-clock venue for collecting, sharing, discussing and taking action on ideas and feedback while eliminating the "black box" feeling that customers, partners, and suppliers often have when submitting ideas.
o Support teams can improve customer service levels by bringing broad internal visibility to questions exposed in the public community. With Jive Bridging they can quickly escalate, discuss, and address issues and concerns and publish the best response to the community in a single click.

Market Perspective

* Public communities have become a critical component of an enterprise's social networking strategies to encourage conversations and interactions among customers, prospective customers, partners, and suppliers. These communities represent a wealth of information about the needs, issues, and goals of these constituents, but most enterprises don't have the right tools in place to fully understand or take advantage of what is happening on these sites. As online communities proliferate, customer service, marketing, and product teams need a way not only to monitor these sites but also to participate in a timely and appropriate manner.
* Unlike the limitations of competitive solutions, Jive Bridging provides an interactive window from an enterprise's Jive employee community into their public Jive communities to monitor and influence the conversations taking place there and to streamline the process for broadcasting observations and coordinating responses.

Product Highlights

* With Jive Bridging, users can have a centralized view of people, content, and activity on public communities and sub-communities, including posts, discussion threads, and blogs. On their personalized homepage, users can:
o add widgets such as Recent Content, "follow" or friend people, and bookmark specific content from the community they are following;
o pull conversations from the public community into the employee community and notify groups and specific individuals of community observations;
o easily post all or part of the employee discussion back within the public community; and
o use community dialogue as a guideline to improve service, drive innovation, and foster customer loyalty.

Jive Commentary

* "The true value of Social Business Software lies in connecting all of the audiences that make up an extended enterprise – employees, customers, prospective customers, suppliers, and partners," said Chris Morace, Senior Vice President of Products at Jive Software. "Jive Bridging delivers the insight into key conversations and breaks down the barriers for enterprises to participate in a truly authentic dialogue that improves service, drives innovation, and fosters customer loyalty."
* "The promise of communities – both internal and external – has always been to truly facilitate conversation, collaboration and interaction," said Claire Flanagan, Senior Manager for KM and Enterprise Social Collaboration for CSC. "Jive Bridging delivers on this promise by allowing businesses to have a clear window into an enterprise's extended client or partner communities and by providing an integrated way to collaborate internally on important topics raised in these communities."

Product Availability

* Jive Bridging is generally available as an add-on module to Jive SBS 4.0.

Additional Resources

* Jive Director of Marketing Blog on Jive Bridging
* Jive Bridging web page
* Jive Bridging screen shots
* Jive Software Website - Jive