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

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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Making A Name For Yourself

Branding Strategy Identity Quality

In business, companies are always looking for new techniques to ensure customer loyalty and capture new customers into a relationship of lifelong loyalty to their brand. Believe it or not, there is a very simple, even old school technique for garnering this kind of loyalty from your customers. It's simply aligning your business brand, whatever that may be, with customer service. You may not think something as simple as this can actually generate new business, but It would be a mistake to discount it because of its simplicity.

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Your Brain as an Asset

Brain Health & Care for Leadership

Feeling unimaginative? Needing a new way of looking at your business and how you lead it? Giva's recent article "How to Inspire the Mind of a Company Leader" looks at how to view your brain as an asset that should be managed with care.

Your brain is the key to your business. How you treat your brain will determine the value of the ideas that come from it. Giva's article takes you through a series of questions and makes suggestions for investing in your brain as an asset. The ROI from your brain may be greater than you realize!

Customer First Teams

Customer First

For years now, many businesses have been moving to create a customer-focused culture. Putting together teams to work on projects that are too large for one individual is not a new concept either. When a team works together, it should be with the same customer-focused mentality that the business always strives to promote.

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HIPAA Protects More Than Healthcare

HIPAA Security & Data Protection

Worried about protecting the information with which customers trust your company? Afraid that a data breach is inevitable if your company transitions to a cloud-based system? With the stringent requirements in healthcare IT, some cloud providers are HIPAA compliant. But, this can not only be good for healthcare IT systems, but any company can benefit from these extra levels of security compliance.

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Taking Customer Service Relationships Off Hold

Customer Service Wait Time On Hold

"Your call is important to us. Please hold for the next available representative." The previous two sentences are likely among the most hated in the English language. At one time or another, everyone has had to give up the Google search and call the company help desk. Cue the elevator music and wait, and wait, and wait… or not. It is time for companies to stop putting their customers on hold and start solving their problems.

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How to Reduce Conflict Among Employees

Conflict Resolution

Conflicts between colleagues are inevitable. However, there are several measures to help avoid and mediate conflicts. Through an interview with CIO.com, Kumud Kalia, former CIO of Direct Energy (now CIO at Akamai Technologies), details why conflicts arise and how to deal with existing and potential conflicts in the future.

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The Giva Challenge: Giva Customers are Talking! San Jacinto Community College

San Jacinto Community College

One generally presumes businesses and corporations when they think of IT department support. However, IT support for colleges and universities in the U.S. is growing exponentially in light of the technological revolution.

One such example is San Jacinto Community College (SJC). Based in Pasadena, Texas, SJC serves approximately 30,000 credit students and 2,500 faculty and staff. The IT department has 115 employees supporting three campuses, a District office and several extension centers.

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The Plus Side to Customer Escalations

Customer Service Feedback Escalations

Dreading that email from your customer service team that tells you a customer has escalated a complaint? You shouldn't be. Giva's recent TMCnet article "Customer Escalations: Why You Should Reward Customers Who Complain" explains how an escalation can be a good thing.

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The Giva Challenge: Giva Customers Are Talking! MetroHealth System

MetroHealth System

MetroHealth System, a hospital system providing quality care for over 175 years, has a history of constant growth and expansion. With humble beginnings in 1837 as the Cleveland, Ohio city infirmary, serving a population of 6,000 people, it experienced exponential growth with the arrival of the industrial revolution. Today, MetroHealth is one of the largest and most comprehensive public health systems in the country.

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