For two decades, Giva has been offering its cloud software Service Management Suite™ at an affordable price, with options that can accommodate teams, small and medium businesses and large enterprises. In spite of the industry's competitive nature, Giva plays a major role in its customers' growth and expansion projects by providing Agile customer service help desk, service desk, asset management, knowledge management and IT change management software. Here are just a few reasons why Giva could truly be the bridge to your breakout success.

[Read More]

On Monday, August 19th, Giva customer, The MetroHealth System, launched a new internal Human Resources (HR) service using Giva's HIPAA compliant SaaS Customer Self-Service Portal. The MetroHealth System has for the past five years already been utilizing Giva's Service Management Suite™ in the cloud for their IT Service Desk and a number of other departments such as Facilities and Environmental Services. They are now pleased to be expanding their services by offering Giva's Customer Self-Service Portal to their employees in an effort to offer streamlined HR services.

[Read More]

Customer service (CS) is becoming one of the biggest differentiators between successful and unsuccessful businesses. More specifically, there has been a rising focus on CS on social media and its effectiveness in increasing revenue. For this reason, many events in 2019 have decided to focus on the digital customer journey. Below is a list of upcoming CS events for 2019.

[Read More]

Proactivity in customer service is an efficient way of cementing customer loyalty while simultaneously decreasing service calls and ticket traffic by solving problems before they even come into existence. It does not necessarily mean anticipating your customer's every move. Rather it consists of predicting their needs and issues, while proactively providing them with solutions. Proactivity in customer service can be achieved by:

[Read More]

Oftentimes, news of an organization's social customer care (or lack thereof) goes viral and for a short amount of time, the business is put under the microscope by news outlets and social media users. It is at this point where its online presence and history are closely monitored. This provides it with an opportunity to impress curious users who decide to take a look at the services it provides and grow its customer base. But creating content in the hopes of going viral is not the only way an organization can leverage the ever growing popularity of social media. In fact, it is the most uncommon. Below is a list of ways that you can use your social media presence to strengthen customer loyalty and increase foot traffic to your business:

[Read More]

The number of Millennials today has reportedly surpassed that of Baby Boomers to become the largest generation group in the US. Consequently, they not only dominate the commercial industry but also have a great influence on healthcare, meaning that in order for providers to stay on top of the generational shift, they need to develop their capabilities to cater to a more tech savvy population. Here are some of the ways Millennials have changed healthcare:

[Read More]

No matter how hard you may try, delivering great customer service all the time may simply not be possible. Even if you take your job seriously, slip ups will inevitably occur. Significantly, providing perfect customer service is not what makes your organization great, rather it is the way in which you handle bad situations with customers. Here are a few tips on how to remedy a bad customer service situation:

[Read More]

While keeping your help desk close to home may have its advantages, sometimes its processes become too much to handle and outsourcing your service desk begins to appear like a better option. Listed below are several advantages to consider for outsourcing your help desk to a third party vendor.

[Read More]

You answer the ringing phone on your desk. "Customer Service. How may I help you?" The response you receive is high pitched with agitation. "Hello, I've been waiting for 3 days and I still have not received my..." You can sense that the caller has sat through many long phone calls before she was able to finally reach you, the Customer Care Manager. She complains about the careless attitude of your company's CS representatives, the slow response time and a long list of other things. You understand from her complaints that she has been repeatedly ignored, lied to and made to chase her own tail. This is the fifth time you receive a call like this today and decide that something must be done.

[Read More]