Jive Customer Service vs Zendesk


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Jive Customer Service
Turn customers into your best support agents. Build a knowledge library, the easy way. Jive's social media monitoring tools make it easy to listen to conversations on the social web, analyze trends, share insights, and engage in dialogue. With out-of-the-box CRM integration, Jive socializes tickets and case management, and makes CRM data much more useful.
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Zendesk
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient. Zendesk free open-source alternatives are osTicket, OTRS, Mantis
Comparing Jive Customer Service vs Zendesk is like comparing apples to oranges. Because your business is unique and nobody except you can decide, which is better for your company. But we can add some fun to your research and suggest some new comparison parameters.

Let's start with videos. We think that Zendesk has better video than Jive Customer Service



Ok, now let's compare the UI. Looks like Jive Customer Service has more user-friendly interface than Zendesk because it's bigger. At least on our screenshots


To compare the popularity of the solutions we counted how many alternatives people search for each of them on the Internet. And it turns out that Zendesk is more popular than Jive Customer Service

Now let's look at the recent activities of our competitors:

- Zendesk expands beyond the help desk (in 2016)
- Zendesk introduced Zendesk Message (in 2016)
- Zendesk acquired Business Intelligence service BIME Analytics (in 2015)
- New Zendesk Voice raises the bar for phone support (in 2014)
- Zendesk adds business intelligence tool (in 2014)
- Zendesk and HootSuite will help to survive in case of Zombie apocalypse (in 2013)
- Zendesk launched new self-service portal (in 2013)
- Zendesk and amoCRM call SaaS vendors to integrate (in 2013)
- Zendesk for iPad - Built For Mountains (in 2013)
- Jive dives into social customer service (in 2012)

Looks like Zendesk was recently more active than Jive Customer Service (at least in our news). We also found some news, in which Jive Customer Service and Zendesk meet head to head:

2014 - Zendesk adds business intelligence tool. Jive Customer Service should better react


Cloud-based customer service app Zendesk has released a new feature called Zendesk Insights that purports to give companies a deeper understanding of their customer interactions, using data culled from simply working with the Zendesk service. This new tool gives access to pre-built dashboards that provide insights based on their industry, so, for example, if your industry average customer satisfaction score is 85 and yours is 80, you need to work on improving that. According to Sam Boonin, who is VP of products at Zendesk, this as a differentiator from competitors, whom he claimed only provide operational reporting, whereas Insights provides operational and behavioral data, thereby giving Zendesk an advantage.

2012 - Jive dives into social customer service. Zendesk should better react



Finally, the customer service sphere is gaining attention and attracting the leading enterprise vendors. Recently, Salesforce came up with SaaS helpdesk-app Desk.com and now the Social Software champion - Jive - is presenting its own helpdesk solution Jive Customer Service. And of course, it's social, i.e. the front-end of the system is a customer community where users can communicate not only with support agents, but also with other users. And due to the fact that users get answers from experienced customers or find them in the community, the load on the support tems is greatly reduced. In addition to the social component, Jive also partnered with Gamification champion Bunchball to implement game mechanics into the system. It provides different ratings and badges helping to engage customers into the community.


In addition to supporting customers in the own community Jive Customer Service enables to search for customer questions in social networks Facebook and Twitter and pro-actively respond to them. You can also create a resident helpdesk on your Facebook brand page.

Note also the integration with Salesforce, MS Dynamics CRM, SugarCRM, Outlook, and support for access from mobile devices.