Jive CommunicationsReviews of jive.com

Good service they provide with huge features.

Great customer service and technical support, but sales needs some more training

We found that using the VoIP with anything but a perfect WiFi connection made the service spotty. We also found that building the decision matrix for routing calls difficult to setup without Technical Support and/or some sort of glossary.

Hi - overall the service was fine - however, it seems the tech support team is unfamiliar with the dial plans and set-up and has created some issues with our phones. Back in July, I reached for help on how to schedule the phones to turn off for training as well as holidays - one agent was super helpful - - and he showed me how to manage this myself. Fast forward to last week... I set the schedule to account for a training we were having on 8/30 and then the scheduled closure for 8/31 through 8/3. I reached out and asked to verify if I set it up correctly and received a link as a response. I reviewed the link and believed I did it right. However, on 8/30 from 1pm-2pm the recording was not the "closed for training" but "closed for the holiday". So I had to contact Jive again and the agent was super helpful and realized the schedule for holiday/training was built incorrectly by the last agent in July and had to separate them to account for the different recordings. I also explained that we needed the holiday message to turn on on 8/31 from 12 pm through 9/3 all day, however it was scheduled to be on all day today - which caused us to not receive phone calls for the first hour of the day. Again, everyone was professional and helpful - however, the tasks were not done correctly.

Not an appropriate mode of communication for a small business operating off the mobile app. Service was terrible, phone calls always cut out and/or dropped completely. The app is not user friendly. I'm giving it 3 stars instead of 2 because the customer service was great. Everyone we worked with for customer service was always extremely kind and diligent. They always solved every problem they could, and explained things very well. We are just unhappy with the core functioning of the app, which is not something the customer service/training techs could fix.

I am assuming this is in regard to the new SMS system we gained access to. I am aware the product is in BETA: The functionality of the system is great, I have had success sending and receiving messages from clients and we are thrilled over that because we have been on the market to take on a SMS system. Being able to keep everything on one platform is something my office loves. Some things that are lacking and could be put into effect would be: 1) integrate the system with google or office 365 to allow your clients to send texts via email 2) all texts received come into one large message board and if you do not have all of your contacts saved in jive keeping track of those messages can be confusing. Maybe a separate message could be set up for each individual phone number regardless of contact info (like a cell phone text).

We are getting feedback from customers that are phone line are busy- 1 customer has called 3 times and received a busy signal each time. Not sure why we are having this issue.

Overall Jive Communications has worked well for our needs, although we have ran into issues with networking ports which lead to some phone issues. Through these issues Jive was able to provide support, which was generally helpful. We would have liked to have know about the some of the network recommendations before deciding to use Jive.