"Day in the Life" Demonstration

Business-to-Consumer Customer Support

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Summary

Customers expect your service to be outstanding, but are you meeting these expectations with your current tools? Giva provides a complete customer support solution to improve your customer satisfaction and confidence while reducing your costs:

• Enable your customers to help themselves 24 x 7 x 365 through a Web support portal
• Reduce the volume of service requests through a self-service knowledge base
• Track, route, manage, and report support requests through an incident management system
• Gather information to measure customer satisfaction through a survey management tool

What Online Support Can Offer

A business that truly becomes customer-centric will embrace online customer service as an exciting way to expand their existing commitment to service and value and reach a wider group of customers via the Web.

Convenience

Providing 24 x 7 x 365 support will provide your busy customers with access to important support information.

Responsiveness

Whenever a problem occurs, most of us want to be able to take action to resolve it. Through online self-service, your customers can verify the most up-to-date information and easily contact a support professional via email or by creating a support ticket.

Personalization

Online support enables you to tailor each interaction to your customers’ needs and preferences. They can use the telephone, send an email, create a support ticket, use a self-help knowledge tool, or view frequently asked questions.

Immediate Gratification

Customers receive instant gratification. When an interaction involves processing a request or solving a problem, Giva eCustomerService automatically keeps them up-to-date through email notifications.

Expertise

The "smart routing" of incoming questions to a specific support professional can help improve quality and timeliness of customer service.

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