There’s been a lot of debate about how much Twitter and Facebook buzz can really benefit big companies, and even more debate over the value of so-called “social enterprise” software offerings from the likes of Jive, Yammer and Salesforce. So Jive commissioned a third-party survey of their customers to find out just what benefits they were seeing.
The results were pretty staggering. Internally, companies reported a 37% increase in project collaboration and productivity, 30% higher employee satisfaction and a 32% reduction in time to find answer. The most welcomed result might be a 27% reduction in email. Externally, customers reported a 31% increase in customer retention, 34% higher brand awareness, a 27% increase in new customer sales and a 28% decrease in call support volume. (For another view on how companies should use social media, check out Jeremiah Owyang on NBC’s Press:Here, which aired yesterday.)
Large numbers aside, I was skeptical about some of Jive’s claims– particularly around how their products lead to better customers service. I invited CEO Tony Zingale to the TechCrunch studios to talk about the survey, why we should take it seriously, and why with so many advances in customer-related software most of us still get such awful customer service.
Jive is the largest and fastest growing independent vendor in the Social Business Software market. Jive allows companies to engage employees, customers, and the social web. Just as social technologies have changed our personal lives, Social Business is changing how enterprises get work done. The company was founded in 2001, with its headquarters in Palo Alto, CA and offices in Portland, OR; Boulder, CO; Brentford, United Kingdom; and Frankfurt, Germany. Jive combines the power of community software, collaboration software,...