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

Customer Service Apologies

Customer Service Best Practices Apologizing

Sometimes it is necessary to apologize. Apologies usually come after a mistake has been made. The idea of acknowledging that there is something to apologize for is off-putting to many businesses, but the fact is, mistakes sometimes happen. Whenever your company is dealing with customers who would like an issue addressed or have a complaint to make, an apology is a good place to start.

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Healthcare and The Cloud

Cloud Healthcare Applications Security

The healthcare industry is moving towards using the cloud. More and more healthcare CIOs are choosing cloud systems for their businesses. Storing data in the cloud makes it easier to access and easier to share. Still, there have been some concerns about how secure the cloud is and if using the cloud is HIPAA-compliant. The transition to using the cloud is underway, so let us take a closer look at healthcare and the cloud.

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Is Your Company a HIPAA Business Associate?

HIPAA Covered Entities & Business Associates

HIPAA laws concerning the privacy and security of health information are quite strict. Currently, business associates of HIPAA covered entities must also be HIPAA-compliant. Most businesses are aware whether or not their company is a HIPAA covered entity or not, but what about a HIPAA business associate? If you signed a HIPAA business associate agreement (BAA), defined here, then you are definitely a business associate. The following are some of the instances where there might be some questions:

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Choosing the Right Help Desk Software

Choosing Help Desk Software

Is it time to choose help desk software for your business? In a recent InformationAge article, Giva offers advice on selecting the right help desk software in "How to Choose the Right Help Desk Software: a Step-by-Step Guide."

Choosing the right help desk software takes a significant amount of time and thought. Figuring out what your company needs to provide customers with the best possible service should be a team effort. Giva's article helps your company choose a help desk software that will meet the needs of everyone in your business.

The Importance of Knowledge Management

Benefits of Knowledge Management

Effective knowledge management (KM) is essential to almost any business. Regardless of its size or subject matter, a company should use the knowledge it possesses in the most effective way possible. Techopedia gives a detailed definition of KM here, but essentially KM is about sharing information and applying it to situations. KM helps to create a sort of "knowledge network" so that when someone does not know something, they have an easy way to find an answer. Here are some reasons why KM is important for businesses:

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2 Simple Customer Service Excellence Strategies

Customer Service Strategies & Direction

If you have worked in any kind of customer service position, chances are you have heard the phrase, "The customer is always right," from those in management positions above you, who hoped to instill some sense of diplomacy within you during your often rushed training sessions. What these managers often fail to explain (but we all very well know) is that the customer is not always right, but in most cases, you should make them feel that you understand their complaints and will take everything they say into consideration in order to make their future customer service experience better. Focusing on customer retention and satisfaction will build a better brand for the company through everyday subtle marketing and results. You want to gain a reputation for excellence and accountability when things go wrong. There are two important ways to do this—diplomacy and accountability, which both go hand in hand, and survey and application, which are two of a kind.

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Pros, Cons & Reminders When Upgrading Your Operating System

Operating System Technology Update

The operating system (OS) in your device is as vital to it as your blood is to you. Without an OS, any device is essentially just a shell. Every new device that you buy comes with an OS, usually the latest version from the manufacturer you have selected. When you get the device, you get the OS. That is the good news. The question marks start appearing at the same time as the little pop-up window in the corner of your screen that tells you it is time to upgrade your OS. Here are some of the pros and cons of moving to the latest version of your OS.

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Best Practices for Your Help Desk

Help Desk Best Practices

Is your company's help desk up to date? Test your business with Giva's recent article 13 Ways to Develop Your Company's Help Desk Best Practices to find out what your company does well and what they can improve on.

A strong help desk is often the cornerstone of good customer service. Your company needs to be sure that its help desk is optimized and that your customers are getting the service they deserve. Giva's article suggests various tools and strategies for developing a help desk that satisfies your customers' needs.

Knowing What You Don’t Know

Customer Service Questions & Support

There comes a time in every person's life where they face what can be a dreaded situation—a lack of knowledge on a subject. Whether you missed the memo or just genuinely have a lack of knowledge of the subject at hand, this can be a very embarrassing situation. This is especially true when you are in a business or professional setting, and people depend on you to have all of the answers.

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3 Steps for Help Desk Evolution and Improvement

100% Customer Service

When it comes to the help desk of any business, customer service is key. However, with the constant evolution of business and methods of doing things comes advancements that are cost effective, businesses must make sure they are also customer service friendly. Many businesses have taken to implementing "smart technology" as a first response system for customer service and distress. If you have ever called a business with a question only to get a computer system that takes you around and around before you even get the option to speak to an actual customer service representative. It can be quite frustrating. With all of the cost saving technology that is coming into existence and being implemented into customer service programs, it is important to remember that serving the customer is the actual goal.

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