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Needs Analysis tool - Clarify your solution requirements
Purchasing Insights
Do check signers have significant pain?
  • Understand pain points of CIO/VP Customer Service
  • Significant pain must exist for senior management to sign a check
  • Giva White Papers will help you "listen" for pain statements
  • Tell vendors your pain. Otherwise, they will ignore you
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Purchasing Insights
Are funds approved and set aside?
  • Check in with CIO or VP Customer Service
  • Don't invest time until given iron clad assurance that funds are available
  • Determine what you are already paying for application maintenance
  • Find a cloud based replacement product for less money than annual maintenance
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Purchasing Insights
Learn latest IT service desk or customer service best practices.
  • Prepare to ask vendors tough questions with confidence
  • Prod and poke at vendors...you lead the questioning
  • Acquire best practices fluency: first call resolution, service level agreement compliance, root cause analysis, customer satisfaction surveys, KPIs/metrics, dashboards, etc.
  • Subscribe to Giva Blog & review Giva White Papers. Join "Linked In" groups, industry associations and user groups
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Purchasing Insights
What are problems with current call tracking system?
  • Hire consultants/technical experts, if necessary
  • Call vendor CEO; list of issues ready to send.
  • Proposal to fix? Cost, timeline, guarantees
  • Is fixing less expensive vs. buying a new application
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Purchasing Insights
What are feature needs/requirements?
  • Obtain feedback from all stakeholders; prioritize the list
  • Use Giva's Needs Assessment Tool as a starting point
  • Check signers like a rigorous quantitative analysis
  • Share requirements openly with short list of vendors
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Purchasing Insights
Ask vendors tough questions early and often.
  • Early on share complex "must have" & "deal killer" requirements to eliminate vendors
  • Ask for an estimated price quote. Is it in your budget ball park?
  • Ask for customer case studies and references
  • Poke and prod, listen carefully, get it all in writing
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Purchasing Insights
What is the total cost of ownership (TCO) of all vendors?
  • Calculate TCO of all vendors for applies-to-apples comparison
  • Acquisition costs only 30% of TCO over 5 years according to Gartner Group
  • Ongoing lifetime costs vary significantly between vendors
  • Compare cloud vs. on premise hosted software licenses
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Purchasing Insights
What are important license agreement terms?
  • What happens if stop paying annual maintenance?
  • Arbitration clause - inexpensive means of recourse
  • SLAs for product support & reports to measure SLA compliance
  • Termination clauses
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Learn more about current industry best practices

Customer Service Software

Giva eCustomerService

Giva eCustomerService™ is the most powerful and at the same time the most easy-to-use customer service and call center application.

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Customer Satisfaction Report Filters
Generate real-time customer satisfaction reports to measure results. Settings are automatically saved until changed.
Customer Satisfaction Report Results
Measure customer satisfaction levels for quick response to trouble areas. Survey data is automatically processed.
Customer Satisfaction Report Drill Down
Drill down to tickets allows for highlighting areas of concern.
Customer Satisfaction Trends Report
Measure customer satisfaction trends over months or years to reward stakeholders and take corrective action.
Service Level Agreement (SLA) Compliance Trends Filters
Generate real-time SLA compliance trends to measure results.
Service Level Agreement (SLA) Compliance Trends Report - Months
Measure SLA compliance trends over months to take corrective action.
Service Level Agreement (SLA) Compliance Trends Report - Years
Measure SLA compliance trends over months to reward stakeholders for high SLA compliance and consistancy.
Service Level Agreement (SLA) Compliance Report
Measure SLA compliance performance to reward stakeholders, take corrective action or modify respond and resolve goals.
Service Level Agreement (SLA) Compliance Report Drill Down
Drill down to tickets allows for highlighting areas of concern.
Root Cause Summary Bar Chart Report
Understand root causes to make systemic changes to reduce call volume and increase customer satisfaction.
Ticket Fields Report Filters
Quickly build custom real-time reports by interactively selecting fields. All standard and custom fields are accessible.
First Contact Resolution Trends Report
Measure first call resolution trends over time. Increasing first call resolution increases customer satisfaction.
First Contact Resolution by Creator Report
Measure first call resolution by ticket creator. Identify capability differences between agents and reward and take corrective action.
First Contact Resolution by Nature of Request Report
Measure first call resolution by nature of request to determine areas where additional documentation or resources are needed.
Nature of Request Frequency Report Pie Chart
Measure call volume by level & sublevels.
Escalation Trends Bar Chart Report - Mouse Over Details
Measure escalation trends to make systemic changes, rewrite SLAs or justify increases in headcount.
Nature of Request Trends Report - Mouse Over Details
Mouse over anywhere on charts to obtain details on areas of concern. Drill down to the ticket level.
Tickets by Profile Fields
Quickly build custom real-time reports by interactively selecting fields. All standard and custom fields are accessible.
Closed Tickets Report
Measure closed ticket counts over date/time ranges to measure team productivity.
Opened & Closed Tickets Report
Measure open & closed ticket counts over date/time ranges to measure conversions.
Processing Work Load Report
Measure elasped time to open and time to close tickets to measure agent productivity and performance.
Ticket Distribution by Assignee Report
Track agent ticket assignments to better balance workload. Highlight unassigned tickets before going into escalation.
Ticket Hours by Cost Center Codes Report
Measure hours spent on each ticket. Summaries are generated for department/cost center billing.
All Open Aging Report
Track overdue tickets to help plan work priorities.
Parent Child Tickets Report
Visually understand relationships between parent, child, grandchild, etc. tickets for tasks or projects.
Submit Method Trends Report
Measure how tickets are submitted. Balance call volume to optimize cost, customer satisfaction and resources available.
Making a Report Favorite
Click the star to add a report your favorites.

BenefitsGiva eCustomerService

Giva eCustomerService is a 100 percent Web-native, customer service solution that:

  • Increases first-call resolution by building a knowledge base that captures lessons learned from previous requests
  • Reduces average call length by automating ticket population, streamlining routine tasks, providing trouble-shooting tools on a single screen, and maintaining parent/child requests for high call volume incidents
  • Enhances customer satisfaction by speeding problem resolution
  • Boosts SLA compliance by automating notifications based on escalation business rules
  • Decreases request resolution times by rapidly routing requests to the appropriate support professional
  • Minimizes the number of escalated requests by tracking problem response and resolution status verses established standards
  • Helps decrease call volume and identify opportunities for business process improvement by providing root cause analysis tools
  • Helps improve customer service efficiency by defining and enforcing standard service management business processes
  • Increases agent productivity by providing automated workflow and escalation
  • Identifies opportunities for product/service improvements by data mining customer feedback
  • Speeds business decisions by delivering accurate, real-time reports
  • Optimizes staffing levels by providing trend reports
  • Reduces business risk by ensuring regulatory compliance through audit trails

Features

Giva eCustomerService features:

  • Complete customer profiles with products/services detail
  • Ability to quickly add new customers and contacts
  • Multiple contacts per customer
  • Service level agreements
  • Automatic escalation business rules engine
  • Customizable fields, screens and options
  • Automatic reminder of questions to ask, scripts, and standard operating procedures
  • Natural language, Boolean, and keyword search engines
  • Automated email-to-service request creation
  • Parent/child service requests for high volume incidents
  • More than 70 pre-defined, customizable reports
  • Customer satisfaction surveys
  • Self-service Web portal
  • Seamless integration with your Web site
  • Multiple independent service desks for use by other departments
  • Seamless integration with Giva eKnowledgeManager™, Giva eHelpDesk™, and Giva eServiceDesk™