Giva Blog Categories : Customer Service Best Practices

What Is Conversational Commerce and How It Can Turn Customers Into Brand Ambassadors

Conversational Commerce

Photo Attribution: blocberry/Shutterstock.com

Imagine owning a physical store without a salesperson to answer questions or recommend products that are trending or are best for your customers. Your customers are all alone trying to figure out what to buy from a range of products, which all appear good. Confused and frustrated, they end up buying outdated products or leave the store purchasing nothing.

The same is the case with most e-commerce stores today. The store appears "lifeless", with no representative to interact with, no agent to suggest trending products or resolve queries. The customer might open a support ticket but finds out that the wait time is very long. They are bombarded with lists of "product suggestions" or "similar products", which are not relevant to their interest. Not able to find what they were looking for, your potential customer leaves your online store, possibly never to return. This obviously can have a negative impact on business.

To resolve this problem, companies are adopting a new form of online commerce that provides a personalized experience to potential customers, by interacting with them along the various stages of the sales funnel. This concept is called Conversational Commerce.

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Benefits, Risks & Future of Using Chatbot Technology in Customer Support, Plus Top Support Bots

Customer Support Chatbot

Photo Attribution: denvitruk/Shutterstock.com

To help simplify the interactions between a customer and a company, a helpful tool has increasingly grown in use in the market. It aids in answering repeated queries of customers among other functions, and is called a "support chatbot", or "automated chatbot" or "customer service bot".

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How to Leverage Customer Intelligence to Reduce Operating Costs

How to Leverage Customer Intelligence to Reduce Operating Costs

Photo Attribution: Lemberg Vector studio/Shutterstock.com

What is Customer Intelligence (CI)?

The internet is home to many tracking tools designed to gather valuable information to better profile consumers. This information is so valuable that it is usually sold to third-party companies for further follow-up.

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3 Must-Have Customer Service Tools to Scale Your Startup

3 Must Have Customer Service Tools to Scale Your Startup

Photo Attribution: Fazakas Mihaly/Shutterstock.com

Customer service is a necessary component to any startup. It is important to have customer management strategies in place so you can properly serve your current customers while making it attractive for leads to become customers. There are many software solutions that cater to startups' customer service needs, but there are three main tools that can help quickly scale your startup; these are:

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3 Reasons to Use SaaS in Your Business-to-Customer (B2C) Call Center

3 Reasons to Use Saas in Your Business to Customer Call Center

Photo Attribution: one photo/Shutterstock.com

Companies are increasingly embracing Software as a Service (SaaS), which, although originally designed for internal use by companies and departments, has quickly become an attractive option for B2C companies looking to provide their customer access to software from the cloud. SaaS is revolutionizing the business-to-customer call center industry by taking advantage of its ease of use and flexibility when compared with other options, like on-premises systems. Here are three main reasons your business to customer company should consider migrating your call center to a SaaS platform:

  1. Ease of Use

    SaaS is a great way to make your customer support even more efficient and streamlined. You can manage everything from within one application, so you do not have to keep checking for new updates or conduct business with multiple vendors. A single portal for various applications distills customer service down to its simplest and most effective form.

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Top AI Trends & Developments That Improve Cybersecurity for Businesses

Top AI Trends & Developments That Improve Cybersecurity for Businesses

Photo Attribution: Anson_shutterstock/Shutterstock.com

Believe it or not, the concept of artificial intelligence (AI) dates back to the 1950s, when researchers first began thinking about ways in which machines could simulate human intelligence. With that being said, AI is not a new system. It has been around for decades and has become popular with organizations of all kinds. It is touted to be the technology capable of staying on top of a company and industry-specific trends, all while achieving higher-levels of productivity among employees.

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How a Mobile Help Desk Solves These Top 5 Obstacles to Providing High Quality Customer Service

Mobile Help Desk Solves Top 5 Obstacles to High Quality Customer Service

Photo Attribution: wanpatsorn/Shutterstock.com

A mobile help desk is a tool used by organizations to better communicate with their customers. It provides the opportunity to not only standardize communications but also to improve the speed of replies. Help desks initially began as ticketing systems to handle customer concerns but have grown to become a one-stop-shop for customer service best practices. What can a mobile help desk do for you today? It provides insight into the experiences of your customers and internal features including the performance of your support teams.

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HIPAA-Compliant Text Messaging, Why You Need It & Best HIPAA Texting Apps

HIPAA-Compliant Secure Text Messaging

Running a hospital presents a variety of unique challenges. It is like many other businesses as it requires effective leadership and communication to run smoothly, but the extra factor is the importance of timeliness. All businesses require quick employee response, but this could not be truer for a healthcare facility. Patients and their health can be unpredictable. There should be a method of reaching healthcare professionals promptly while still protecting the sensitive information being transmitted.

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Canada Introduces Bill to Further Protect Consumer Privacy

Canda Consumer Privacy Bill

Photo Attribution: elomda/Shutterstock.com

Bill C-11, also known as the Digital Charter Implementation Act, was introduced in the House of Commons in Canada, on December 2, 2020. Its aim is to amend current acts while creating new guidelines to bolster consumer privacy.

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3 Simple Strategies for Boosting Customer Support During & Post-COVID-19

Boost Customer Support During & After Covid-19

Photo Attribution: Juliasart/Shutterstock.com

COVID-19 abruptly changed the way many of us live our day to day lives. With a "new normal" now becoming apparent, businesses have had to change the way they operate. Long line-ups outdoors, capacity limits indoors, and keeping distance from other patrons has changed the way customers are used to shopping at brick and mortar locations.

Perhaps the greatest change is seen in the employee-customer communications. Are there ways your business can still answer questions and resolve issues while customers remain in the comfort of their own homes? The answer is yes, and we have some recommendations to make the transition smoother for businesses.

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