Reassignee Employees To Customer Service

Did you know that customer feedback loops can help build long-term customer loyalty?

Whether your company is a product or service company, there is an organization that produces new products. In high technology, this department is Engineering. Every engineer should spend 1 day/week working in the customer service department listening to real live customers. The people who make the products should listen directly to the people who use the products. If Engineering gets feedback from the customer service department, they are likely to discount it. This is especially true if it is highly critical. Send a few promising engineers or folks who create your products to customer service training and "embed" them in the customer service department 1 day/week for a month. They will gain valuable insights to share with fellow engineers. World class companies know the value of “embedding” engineers on a rotating basis in customer service. Their creditability within their own team will increase and you will have an advocate to help spread the truth about what customers really think about your company’s products.

Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.

Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms