Case Study: Jive Software achieves 30% case deflection and higher customer engagement with Zoomin for Jive

Zoomin helps Jive Software add the power of documentation to Jive Community

Jive Software needed a way to publish its structured administration documentation directly into its Jive-x customer community without reformatting or breaking its existing workflow, while improving discoverability, community engagement, and support efficiency. The challenge was to maintain topic hierarchy, cross-references, URLs and social feedback while making content searchable and easy for both customers and support agents to find.

Using Zoomin for Jive, Jive can publish docs to the community with a click, automatically generating a linked table of contents, preserving structure and URLs, and keeping versioning and social feedback intact. The result: stronger SEO and community conversations, easier agent reference, and measurable support savings — about 30% of case deflections in the Supportal site are attributable to the newly published admin documentation.

Jive Software

Marya DeVoto

Documentation Manager