"Day in the Life" Demonstration

Business-to-Consumer Customer Support

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This demonstration focuses on businesses that support consumers. If you are interested in business-to-consumer 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 consumer support for various brands of digital cameras. DCS uses Giva eCustomerService application. 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 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.

User Interface

Carol decides that she wants to contact DCS support via the telephone. (Click here to see how Carol can use the DSC self-help Web portal to search for answers, open and monitor service requests.) To do this, she clicks on "Contact Support" and finds the phone number of DSC support. She calls DSC support and talks with Betty, the CSR. Betty’s screen looks similar to the one pictured below.

Betty asks Carol for her last name and then enters it and clicks the enter key. This automatically locates Carol’s customer profile and displays her last ticket. If Betty only types in a few letters of Carol’s last name, then Betty sees a list of all customers that fit that partial spelling.

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