We hired a consultant to help us research and carefully evaluate many vendors in the customer support industry for a solution that would meet all of our unique needs. After an in-depth analysis, we selected the hosted version of Giva eCustomerService, a Web-based customer service solution and Giva eKnowledgeManager, a Web-based knowledge base application.
We were easily able to customise Giva eCustomerService to our specific requirements in a very short amount of time. With Giva, we did not need to do any programming or hire any implementation consultants—with other solutions, we would still be in the implementation process.
Giva eKnowledgeManager allowed us to build a customer service knowledge base of problems and solutions to leverage in the future. We also created FAQs for our customers to access through a self-help Web portal.
Giva reports are an order of magnitude more powerful, flexible, and easy to use than any of the other solutions that we tested. Giva real time reports with drill-down capability, trend analysis, and other analytics are exceptional.
With the extensive reporting capabilities in the Giva customer service solution, we can closely monitor customer satisfaction and other key metrics and rapidly take appropriate corrective actions. This is an enormous benefit.
We know that if we cannot measure it in real time, we cannot manage it. Giva point-and-click reports and custom reports allow us the flexibility to both easily leverage templates and build our own reports.
With one click, our reports are converted to Adobe PDF format for presentation to senior management. Management can also easily
access reports on-line or by email, since the system automatically generates and emails reports on a regularly scheduled basis. That is very powerful.
Since we service the medical industry, the high availability of the products we provide is extremely important. The moment a service request is assigned, an email notification with key service request fields and important customer information is immediately sent to the appropriate Field Service Engineer's BlackBerry or other mobile device. This allows Field Service Engineers to immediately contact the customer and begin solving the technical problems—this way we provide a very high level of responsiveness to our customers.
With the Giva customer support solution our Fields Service Engineers change the status, add notes, enter problem resolutions, and close
service requests all via email from their BlackBerry. Using email is an extremely efficient method for our Field Service Engineers to interact with service requests and close the loop quickly with headquarters. They do not have to call or log into the Giva system to work with service requests.
Giva eCustomerService has very broad capability beyond our needs at this time. However, we are a fast growing company and know that we will grow into using a lot of the other capability in Giva.