Business-to-Consumer Customer Service Demo

Self-Help Demo

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This demonstration focuses on businesses that support consumers. If you are interested in business-to-business support, check out the demonstration of Giva eCustomerService for business-to-business support.

Today, we are spending a day with Digital Camera Support (DCS). DCS is a company providing support for various brands of digital cameras. DCS uses Giva eCustomerService. Carol has recently purchased an Olympus digital camera. Betty is a customer service representative (CSR) at DCS.

Giva eCustomerService is easy to Implement

A few months ago, DCS implemented Giva eCustomerService. They easily imported their customer and contacts database into Microsoft® Excel and then into the Giva system. DCS, with Giva’s help, configured data input screens and trained all the support people in a few days. Actually, training only required a few hours because everyone was familiar with navigating a Web browser. Giva showed DCS how to very easily and quickly integrate Giva eCustomerService into their existing corporate web site. Giva provided DCS with a small piece of software code to post on their Web site. This only required about 30 minutes of work by their Webmaster. In the example below, DCS integrated the code in the upper right hand section of this Web page. The self-help Web portal contains the following support links:

• Self-Help Knowledge Tool (they enter a search question)
• Look at the Customer FAQ and Most Frequently Used question/answers
• Conduct an Advanced Search
• Contact Support (phone, chat and email directions)
• Create a Service request

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