McAfee has partnered with Jive Software and plans to start an online support community, enabling customers to interact with other users to resolve issues, share best practices and discuss emerging trends.
Jayson O'Reilly, McAfee regional manager for Africa, says the move is part of McAfee's strategy to drive social collaboration. "Sharing information among peers is an increasing preference for our customers and an integral part of our social media strategy.”
O'Reilly points out: "The new support community will enable us to evolve beyond traditional phone and e-mail-based services and focus more on collaboration with our customers through discussions, blogs, wikis, user groups and community polling.
“The community will tie into our social media presence elsewhere on the Web where customer activity is increasing and provide a hub with the tools to make conversations easier."
A McAfee statement says it expects to unveil the online support community in the last quarter of this year. In addition, the security giant says it's monitoring Twitter and Facebook as part of its listening and response system.
The site will run on Jive's Social Business Software platform and will enable customers to share experiences that may help others. Additionally, McAfee technicians, developers and product managers will be able to engage customers in new ways to enhance products and improve processes.
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