"Day in the Life" Demonstration

Customer Support for Employees

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Benefits of Employees/Customers Opening Service Requests

• Around-the-Clock Access –  Your support organization may only operate during limited hours. Giva’s service management solutions allow your employees/customers to enter service requests anytime and from anywhere.
• Immediate Logging –  When your employees/customers call your support center and leave a voicemail, their service request is not official opened until it is logged into the system. Someone will have to listen to the voice mail and enter it into the system. This could take some time. During this period, the request is virtually unknown since it is waiting in a voicemail box. When your employees/customers log their own requests, they immediately receive a tracking number confirming the opening of the service request.
• Service Level Clock Accuracy –  Most companies have some form of written agreement with their employees/customers that specifies when they will respond and resolve issues based upon the severity level of the issue. When your employees/customers log their own service requests, that SLA clock starts immediately.
• Monitor Your Own Service Requests –  Giva provides a one-click report that will display all currently open tickets with the respective status. It is no longer necessary to call the support desk and ask for the status of a specific service request. As an option, employees/customers can be authorized to access to all the associated notes of each service request.
• Update Your Own Service Requests –  Giva allows employees/customers to look up their own service requests and enter additional information. This saves them time that they would usually spend calling the support desk to find out who has been assigned their request. In addition, your team may spend more time contacting the assignee in an effort to give them more detailed information about the request or answer questions. Giva saves time and eliminates the possible errors in interpretation of conversations and voicemail messages.
• View Your Service History –  Sometimes the same service issue occurs, but employees/customers cannot remember the previous problem resolution. With one click, employees/customers can display a report of all their prior service requests. They can also perform key word searches using a Boolean search engine to find more specific information within the service requests.

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