Jive

Jive customer communities. Customers want to find the answers to their questions as quickly as possible. No one enjoys the customer service call experience. Customers don't like waiting on the phone and for customer service reps, it's their job. However, people do enjoy discovering answers and contributing to fellow community members. Jive's customer communities allow for this self-discovery and interaction to take place outside of the call center.

Oftentimes, it feels like Jive requires more drilling down than I would like. It takes some getting used to the platform as its functionality is unique to Jive. This becomes a non-issue after using Jive for a few weeks, but initially it is less intuitive than I would like. There are a lot of odd feature choices, calendars are only available in projects, you can only watch a tag across all sites if you place the watch a tag part on the root page.

Consider the external customer community as a separate product than internal collaboration. They have two completely separate uses. It is only as good as the content you put in. I think the reason I do not use it is enough is because it doesn't have enough content yet, but it will eventually. Overall a great platform.