Customer Service Software

Benefits

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™

Why Giva?

Giva eCustomerService delivers more than just a powerful, easy-to-use customer service solution. Built on a world-class infrastructure, it offers:

• One-week deployment
• Best-in-class usability
• Three editions to meet your needs
• Deployment with either the hosted Giva On Demand Software™ option or local installation

One-Week Deployment

With easy set-up and configuration without programming, you can be up and running on Giva eCustomerService quickly. In fact, existing Giva customers have deployed Giva eCustomerService on a worldwide basis in one week – an Internet connection and a standard Web browser are all you need. In contrast, according to Aberdeen Group, other customer service software solutions typically require trained experts for set-up and customization, which may take three to six months.

Best-in-Class Usability

The Giva customer service solution user interface is based on common Web navigation metaphors and familiar icons, drastically reducing training time. In fact, many Giva customers get up to speed on Giva eCustomerService with only a single one-hour training session.

Three Editions to Meet Your Needs

Giva eCustomerService is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class call center software solutions, and each includes a combination of powerful customer service features to meet the unique needs of your company.

The edition that is right for you depends on the size of your team, the application components you need, and the level of customization and integration you require.

Hosted or Locally Installed Deployment

As a true Web-native solution, Giva eCustomerService is available either with the Giva On Demand Software option hosted by Verizon Business or locally installed on your infrastructure.

While some organizations prefer installing and running applications internally, the Giva On Demand Software option gives you an alternative – with this hosted customer service solution, you can immediately access services built on a world-class infrastructure and delivered via the Internet.

With the Giva On Demand Software option, Giva eCustomerService does not require any client software, Web or database servers, reporting applications, databases, or VPN equipment at any of your sites. Your users simply securely log in to Giva eCustomerService over the Internet and get right to work.

Editions

Giva eCustomerService is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class customer support software solutions, and each includes a combination of powerful customer service features to meet your unique needs.

The edition that is right for you depends on the size of your team, the application components you need, and the level of customization and integration you require. To help select the right version to fulfill your specific requirements, use the following edition comparison chart.

Feature	Standard Edition	Professional Edition	Enterprise Edition
User limit (help desk and IT employees)	5	15	Unlimited
Employee limit (all other employees that open/access tickets and search for knowledge)	5,000	10,000	Unlimited
Customizable fields, screens, options and rules engines
Customer profile, including products/services purchased
Quick addition of customers and contacts
Quick customer history
Multiple Contacts for each customer
Automatic escalation rules engine
Key word and Boolean search engine
Automated email-to-ticket creation
Automatic reminder of questions to ask
Service Level Agreements
More than 70 customizable and pre-defined reports
Shared whiteboard
Broadcast messages
Automatic escalation rules engine
Customer satisfaction surveys
Parent/child tickets
Project management
100% Web native – no client or server software required
Perform initial set-up and configuration in days. Default settings and quick start process.
Notifies users and customers via pager, email, cell phone, and PDA
Self-service Web portal for customers to open and search service requests
Public portal Access (no login required)
Private portal access (login required)
If customers cannot find answers on self-service Web site, then have option to open service request
Customizable workflow process
Seamless integration with your intranet or Internet site. Style sheet customization.
Broadcast messages
Integration with WebEx Support Center to remotely view a customer’s PC
Natural language search engine	Optional
Tracks visitor’s searches and automatically includes search criteria in any related service requests	Optional
FAQ	Optional
Most frequently used solutions	Optional
Knowledge can be rated for usefulness	Optional
When knowledge is used, its problem solving score is increased. In subsequent searches, the search engine automatically places this knowledge higher in search results.	Optional
Customizable knowledge approval workflow process	Optional
Quickly propose new knowledge	Optional
"Hot" knowledge designation allows knowledge to be instantly available before approval	Optional
Advanced tools for batch record updates, approval process and on-going management	Optional
Parent ticket for major high volume incident	Optional	Optional
API integration with other knowledge management applications, LDAP, and SQL	Optional	Optional
Multiple independent service desks for use in other departments	Optional	Optional
Parent/child companies and cross-company aggregated reports to maintain related companies’ with different configurations, such as Service Level Agreements	Optional	Optional	Optional
Advanced customization tools to create customized Web forms using dynamic HTML	Optional	Optional	Optional

Demo Center

Often the challenge in evaluating a customer service software solution is to determine how its use will affect the way your team members perform their day-to-day functions. You need answer to questions like:

• How does the solution actually work?
• What do the screens look like?
• How easy is the solution to learn and use?

The following "A Day in the Life" demonstrations will answer these questions. They outline the power and capability of Giva eCustomerService in real life situations and will help you understand how Giva eCustomerService will directly benefit your organization and team members.

Business-to-Business Customer

This demonstration shows how business customers can use Giva eCustomerService as a self-help portal to search for answers, as well as open and monitor their own service requests.

On-line demo

Printer-friendly demo

Business-to-Business Customer Service Agent

This demonstration shows how your business-to-business customer service agents can use Giva eCustomerService to search for answers, open service requests, and run reports.

On-line demo

Printer-friendly demo

Business-to-Consumer Customer

This demonstration shows how consumer customers can use Giva eCustomerService as a self-help portal to search for answers, as well as open and monitor their own service requests.

On-line demo

Printer-friendly demo

Business-to-Consumer Customer Service Agent

This demonstration shows how your business-to-consumer customer service agents can use Giva eCustomerService to search for answers, open service requests, and run reports.

On-line demo

Printer-friendly demo