Giva Blog

Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Internal Ticketing System: Definition, Top Features, Benefits, and How to Implement

Internal Ticketing System

Internal ticketing systems are an essential part of modern organizational and operational efficiency. IT Service Management (ITSM) teams and help desks often use an internal IT ticketing system to log support tickets. Employees ask for help or for more information, and support team members respond to these with answers or other assistance.

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Service Desk Automation: 15 Innovations Plus Best Practices and Challenges with Solutions

Service Desk Automation

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Streamlined and responsive IT Service Management (ITSM) has become a necessity for promoting business efficiency and enhancing user productivity and satisfaction. Service Desk Automation has taken center stage in enhancing the way organizations manage their IT support operations.

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Top 10 IT Help Desk Outsourcing Providers for 2024 Plus Outsourcing Benefits and Cautions

IT Help Desk Outsourcing

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IT help desk outsourcing has been around almost as long as there have been IT help desks.

IT help desks play a vital role in ensuring businesses' IT infrastructure, hardware, and software run as they should. Otherwise, businesses and organizations everywhere would run the risk of unexpected downtime, critical failures, cyberattacks, and more mundane but time-consuming headaches like being locked out of email inboxes and broken printers.

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5-Star Customer Service: Skills for Promoting Excellence in Every Interaction Plus Examples

5-Star Customer Service Skills

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Great customer service transcends basic needs — it transforms every interaction into a memorable and meaningful experience. Five-star customer service skills are essential for any business looking to stand out and retain customers in a competitive market.

These skills can be the difference maker, turning casual buyers into loyal patrons and building strong relationships along the way.

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23 Characteristics of Customer Service Excellence and Steps for How to Implement and Measure

Customer Service Excellence

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Excellence in customer service has become a key differentiator for organizations striving to attract and retain customers. Delivering exceptional support and satisfaction is no longer merely a goal but a necessity for sustainable success.

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24 Unique Challenges of Customer Service with Solutions for the Modern Technological Era

Challenges of Customer Service

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Customer service in the technology age has changed from simple interactions to multifaceted ones. Consumer expectations are different now and often more demanding. These bring many unique challenges to customer service teams, as they strive to represent their brand in the best way possible by providing the best service to customers.

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Sample Role-Play Change Advisory Board (CAB) Meeting with Best Practices

Change Advisory Board (CAB) Meeting

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Properly managing changes to IT infrastructure is not just a necessity but a strategic imperative. A Change Advisory Board (CAB) plays a central role in this process. Their work in meeting together aims to thoroughly examine and proactively prepare these change plans.

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Proactive IT Fully Explained: What It Is, Its Benefits, and 15 Top How To's

Proactive IT

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Many companies use some form of IT Service Management (ITSM), or have an IT department that is usually in-house or through a dedicated Managed Service Provider (MSP).

IT teams or MSPs can provide reactive or proactive IT support, or a mix of both.

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Customer Support Escalated Calls Fully Examined and Top 10 Strategies

Escalated Calls

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In today's fast-paced customer service landscape, customers demand quick answers. They often request to speak with a manager or a loyalty department before fully engaging with the first agent. This behavior raises an important question: what exactly are call escalations, and when should they be used?

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SaaS vs. Cloud Fully Explained: Differences, Benefits, Challenges and Future Trends

SaaS vs Cloud

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A lot of people use the terms "SaaS" (Software as a Service) and "cloud computing" interchangeably. However, there are differences between the two.

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