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

Understanding the Basics of Service Level Agreements

Customer Service & Help Desk Service Level Agreements

A service level agreement (SLA) usually refers to the contract between an end-user and a service provider. A completed SLA provides information on specifics, maintenance and other features pertaining to what the customer will receive as a part of the commitment with a provider.

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Customer Service/CX Events in Canada for 2017

Customer Service Conferences & Summits in Canada

In an effort to assist our Canadian business, Giva has compiled a listing of upcoming 2017 customer service conferences and summits. We hope this will be helpful to you!

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4 Powerful Methods of Automation In Customer Service

Automation in Customer Service

Providing quality customer service is a concern for nearly all businesses. It is important to be timely, consistent, efficient, and polite. However, not all customer service aspects may not be a job for humans. Automation offers many benefits to companies hoping to streamline their customer service, which can increase customer satisfaction and reduce costs. The following are four methods of including automation in providing customer service:

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Customer Benefits from Cloud Vendors Using the Agile Development Methodology

Benefits of Agile Software Development

The benefits of Agile methodology are evident in Giva's platform. Case studies from satisfied customers show that Giva is committed to delivering a quality cloud product consistently and frequently.

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Transitioning to the Cloud

Transitioning & Using Cloud Software

The research company Gartner has made a prediction that $1 trillion typically used for IT spending will now be targeted towards cloud computing rather than conventional IT equipment. Companies are more commonly spending their budgets on software rather than physical equipment that performs the same duties. This industry shift in spending on the cloud indicates the increasing realization of its importance.

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HIPAA-Compliant Text Messaging and Why You Need It

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 in a timely manner while still protecting the sensitive information being transmitted.

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Mobile Help Desk & Customer Service in the Cloud

Giva eMobile

Before it was called the "cloud," Giva was at the forefront of providing software-as-a-service (SaaS) applications for help desks, call/contact centers, and customer service support groups. As web technology has improved, Giva has made it a priority to provide elegant and easy-to-use systems for today's user.

With the growth of mobile use, Giva has continued to provide our customers with an elegant and easy-to-use system for technicians and customer support personnel to provide superb customer service to their users.

Giva's recently launched next generation mobile application is called eMobile and is a HIPAA-compliant, HTML 5 version of our help desk and customer service software. It is unique from all other mobile applications since it is completely browser-based, not requiring any application to download or install, and works with the most commonly-used mobile operating systems and devices, such as iOS and Android.

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The Importance of Good Grammar in Customer Service Chat

Customer Service Chat & Grammar

It is no secret that in the digital age, convenience and instant gratification are king. Convenience and speed are evident everywhere from cloud servers to text message jargon. Everything is designed and cultivated to be as quick as possible. But perhaps some things are meant to happen just a little bit slower.

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4 Keys for Integrating ITIL and the Cloud

ITIL & the Cloud

As businesses move to the cloud, IT Service Management (ITSM) tools within the cloud are becoming increasingly common. The IT Information Library (ITIL) best practice approach to ITSM does not currently target the cloud, but its best practice approach to service management has resonated throughout the cloud-based application industry. This approach allows organizations to use IT to realize business change, transformation, and growth. ITIL's principles have been implemented in efficient and cost effective cloud-based analytical software applications today, however, further updates are required to target the following specific areas:

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Applying Today’s Technological Landscape to ITIL

ITIL & Today's Technology

The technologies available to consumers and businesses are, undoubtedly, developing at a rapid pace. People have new demands when it comes to their technological needs. ITIL, the Information Technology Infrastructure Library, provides guidance for IT service providers on how to bring IT best practices and business needs together, giving companies the tools to approach many kinds of IT challenges. The capability of applying it to a variety of situations and vendors makes it a go-to resource for many service providers when looking towards solutions for complex business problems in both customer service and IT support. The last time that ITIL was updated, however, was in 2011. While it may not seem that long ago, the last five years have brought many changes in the technological landscape, and ITIL alone may not be the most effective way to find an answer.

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