Giva Blog

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

Project Management Software vs. Ticket Management Software: Do You Need Both?

Project Management vs. Ticket Management Software

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Project managers (PMs) and IT support specialists serve critical roles in a modern organization.

PMs have many responsibilities — running meetings, planning and scheduling, managing resources and budgets, analyzing reports, delegating tasks, and more.

Like PMs, IT support specialists are responsible for juggling multiple tasks simultaneously. IT service or help desk employees analyze, troubleshoot, evaluate and resolve technical issues for an organization's customers and clients, among other things.

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"I'm Not a Doctor." But Are You a HIPAA Business Associate? Why You Should Care About HIPAA

Non-Medical HIPAA Business Associates

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Who does HIPAA apply to? A common misconception is that HIPAA only applies to healthcare organizations and their administrators, like family practitioners, cardiologists, and hospitals. While it is a predominant concern for this sector and its related specialists, HIPAA coverage expands to many other industries — anywhere there is personal health information (PHI) collected, stored, or shared — think of personal injury law firms as an example. So, if you work or use services outside of the healthcare field, you should educate yourself on how HIPAA rules and non-compliance can affect you, and we have some tips for consideration.

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The Humanization of Customer Support Automation: Does It Work?

Humanizing Customer Support Automation Chatbots

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Customer support automation — using digital services and tools, including chatbots and self-serve solutions — is a powerful way to reduce operational costs as much as 40% and provide 24/7 service to customers.

Businesses everywhere are using chatbots within customer service operations. In most cases, customers are happy to engage with chatbots when they have simple questions or problems that need resolving.

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Understanding HIPAA Telephone Rules and Phone Calls

HIPAA Telephone Rules & Phone Calls

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We live in a hyper-connected society. Almost everyone we know has a cell phone, tablet, or computer — maybe all and more. These devices are designed to make our day-to-day activities more efficient and enjoyable. While healthcare is rarely an enjoyable experience, there are always means that can be used to make it more comfortable. One of those solutions comes with improved technology that allows patients and providers to communicate and share data with speed and ease. The most common way improved communication occurs between both parties is through personal electronic devices, like smartphones. Although this sounds like a great idea, it has not exactly taken off. This is mainly because HIPAA still applies.

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What is Total Cost of Ownership: How to Calculate TCO and How It Applies to SaaS

Total cost of Ownership (TCO) & SaaS

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What Does TCO Stand For?

As everyday consumers, we often consider price one of the top indicators to justify a purchase. When we say "price," we mean the sticker price, but rarely do we factor in other costs involved with maintaining a product. The same goes for organizations. They are often home to various software and services with an upfront cost. That upfront cost is likely an attractive number, strategically formulated to obtain a signed service agreement. Licenses and maintenance fees associated with the purchase are usually a small component of the overall total cost of ownership (TCO). Where actual costs can begin to pile up are in the areas of labor to maintain software, infrastructure, and hardware.

Calculating true total ownership cost can be a tedious process, though it is necessary. Before sending your IT team out to solicit new SaaS products, be sure they have a standardized template of data to look for beyond the sticker price.

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12 Questions Mental Health Providers Ask When Evaluating EHR Tools

Selecting mental health EHR Software

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Those working as mental health providers over the last decade have experienced a shift in how tools are used to help their practices. This is true for both large mental health facilities and solo practitioners. Electronic health record (EHR) tools along with electronic medical record (EMR) tools have made many processes easier for mental health professionals, whether they be behavioral health, therapy, counseling EHRs, or any number of mental health categories.

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Knowledge Base Creation Best Practices to Make Them Excellent

Building Knowledge Bases How to Make Them Excellent

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When customers have a positive experience with a brand, when customer service is responsive and helpful, that influences 90% of buying and retention decisions, according to HubSpot research. 

HubSpot also found that 62% want to use email to communicate with businesses, while 42% prefer Live Chat, and 36% are happy with contact forms. 

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IT Job Outlook Post Pandemic and Great Resignation

IT Job Outlook Post Pandemic Great Resignation

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In January of 2022, Giva published an article about the Great Resignation, and halfway through 2022, we wonder what's next? Is the Great Resignation still happening? Is it changing, and, more importantly for our audience, how is it or will it affect jobs in the IT industry?

Employees in every sector are unsettled in a post-COVID-19-pandemic world. When you factor in the rising risk of a recession, higher inflation, food and gas prices, and other global and local sources of unrest, it's no wonder people are looking to change careers.

It has become known as the Great Resignation, and it appears the Great Resignation is here to stay for some time.

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How to Measure Productivity in the Workplace with KPIs and Metrics

Measuring Employee Productivity KPIs & Metrics

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Productivity metrics are a great way to measure how well your employees perform at work — but are they reliable every time?

You want to ensure your employees are thriving in their roles, and the best way to make sure that happens is to check on your employees' productivity scores. You might receive different results depending on how your employees work, but measuring productivity is always an excellent idea.

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Mental Health, Addiction and Drug Rehab Marketing: Difficulties and 7 SEO Tips

Mental Health Addiction Drug Rehab Marking SEO

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Before the Affordable Care Act (ACA), addiction, drug and alcohol rehab, treatment, and recovery centers found patients through word of mouth. There weren't as many addiction-recovery practices, and marketing was more localized.

Patients were referred to treatment centers through those with professional relationships in the field – counselors, therapists, psychiatrists, hospitals, jails, the police, courts, and even churches.

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