Call 1-888-681-4948
Sign up for a trial of the Giva Service Management Suite™
Clarify your solution requirements
Compare and evaluate vendors
Customer Service Best Practices - Customer Care Institute & Service and Support Professionals Association
Customer Service Best Practices Increase Customer Satisfaction & Decrease Costs
This White Paper is a summary of Customer Service Best Practices from the following three authority sources: Customer Care Institute, Purdue University Center for Customer Driven Quality and the Service & Support Professionals Association (SSPA).
To improve, an organization must assess its current practices against those used in other organizations, or "best practices." Simply put, a best practice is the most effective way to get something done. These practices, processes, and procedures have emerged as proven models for the majority of organizations.
Customer service organizations must assess their competencies, find areas for potential improvement, and grow. A list of best practices that can be implemented and used in customer service software serves as the starting point for such an evaluation and improvement process. Use this list to reconsider what you are doing and why, and what you should be doing and when.
Some Customer Service Best Practices covered in the White Paper:
- Perform Customer Satisfaction Surveys on a Regular Basis
- Implement a Web-Based Knowledge Base Tool
- Implement Service Request Automation Processes in your Customer Service Software
- Use the Customer Service Software System to Increase Communications With Agents and Customers
- Implement a Customer Self-Help Portal Accessible 24 hours/day
- Use Real-Time Reports, Dashboards, Metrics and Analytics
- Use Real-time Reporting Features that Decrease Time Required to Prepare Reports
Click "Download White Paper" to request this White Paper.
Some of the chief concerns we hear from support professionals just like you is your frustration with obtaining constant visibility to critical issues. Sound familiar?
Giva's Home Page Dashboard provides constant visibility to hot spots and highlights critical issues with charts, metrics and analytics.
Click on the video below to see 2 minutes of the Giva Dashboard.
Software-as-a-Service (SaaS) |
Powerful
|
Easy-to-Use
|
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 |
© 2010 Giva, Inc. All rights reserved. Terms of Use Privacy Policy