Giva Blog Categories : Outsourced Customer Service

The Difference Between Helpdesk, Technical Support & Desktop Support & Skills Required

The Difference Between Helpdesk Technical and Desktop Support and Skills Required

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With continued growth in computer and hand-held device use in the lives of many brings increasing technical questions and problems that arise. And so, the field of supporting these systems grows along with it, which brings business opportunities for entrepreneurs, and employment opportunities for support personnel.

But there are different types of support needs accompanied by varying required responsibilities and skills. The following are the differences between, and skills required for, three common areas of support: Helpdesk, Technical Support, and Desktop/Deskside Support.

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How to Implement a Cost Effective Help Desk

How to Implement a Cost Effective Help Desk

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Small and medium-sized organizations on a budget may be hesitant to initiate the process of looking into and implementing a help desk solely based on cost. Whether you decide to choose between an open-source program, software based in the cloud, or something else entirely, there are ways to generate cost savings, while still capturing the services you require to operate efficiently. Continue reading to gather our tips on implementing a cost-efficient help desk at your business, even when budgets are tight.

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What Makes a Great Help Desk? Top 3 Strategies & Success Metrics

What Makes a Great Help Desk Top 3 Tips and Success Metrics

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Customer service is integral to the success of any organization that sells a product or service. Loyalty and retention are both built off of the very principle of customer service. When your customers are happy, they will likely return and recommend your business to their friends, family, and co-workers. With that being said, customer service is an evolving sector that requires organizations to remain current and efficient. How is this done?

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Top Alternatives to Improve Customer Service Wait Times

Top Alternatives to Improve Customer Service Wait Times

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"Your call is important to us. Please hold for the next available representative." If you have ever called into a customer service department before, there's a good chance you've heard an iteration of that line on more than one occasion. Some companies have learned methods to tame the wait time beast and established excellent customer service best standards, while others are still losing the battle.

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The Top 3 Reasons Your Organization Should Implement a Help Desk Software

The Top 3 Reasons Your Organization Should Implement a Help Desk Software

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Let's face it, most of us have probably, at one time or another, had a desktop filled with several spreadsheet files to track varying metrics involved in our roles. You might still be doing this today. Though this may work for some people, there certainly has to be a better way to track the key metrics (and other more basic ones as well) in your organization. We are happy to report that a more organized and efficient service is available, and it comes in the form of help desk software.

If you aren't familiar with this type of program, we will be going through some of its top benefits in this post. It may just convince you to suggest it to your IT leader at your next meeting!

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4 Steps to Regaining Customer Trust

4 Steps to Regaining Customer Trust

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If nothing else, the current pandemic has taught the corporate world to always be prepared for the worst and be adaptable. Customers are becoming more critical about their purchases, and therefore building and keeping trust is exceedingly important for businesses.

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3 Emerging Trends in Call Center Customer Service

3 Emerging Trends in Call Center Customer Service

Photo Attribution: Viktoria Kazakova/Shutterstock.com

Traditionally, call centers monitor the calls of customer service employees using methods such as random call monitoring selection, consistent monitoring of a small sample size of employees, and a checklist that evaluates the efficiency of the call. This is all done to decrease variations between calls, increasing customer quality experiences, and combining all of the data gathered in hopes of creating a standard for all future interactions.

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Improve Your Customer Service With These Top 5 Communication Tools

Verizon 2020 Data Breach Findings You Need to Know

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Customers at many businesses envision a smooth experience from beginning to end. When they have questions, concerns, or issues, they expect assistance to be easily accessible.

When considering a customer experience plan, having a contact number is important, but not the only tool that a company should deploy. We have a few recommendations when it comes to tools that businesses should consider implementing for better customer experiences.

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3 Reasons to Host Your Customer Service Solution in the Cloud

3 Valuable Tips to Enhance Cybersecurity in a Law Firm

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Customer service can become a business' most powerful asset to gain new clients and retain existing ones. There may be situations where a great customer experience can prove even more important than the product or service itself. Therefore, a customer service strategy is crucial to the success of any business. There are multiple methods that organizations can use to create and build an outstanding customer experience culture. According to Nippon Telegraph and Telephone Corporation's (NTT), 2020 Global Customer Experience Benchmarking Report, there are several proven reasons why consolidating CX channels and moving customer service to a single platform cloud-hosted solution can be a wise and profitable move for any organization.

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5 Winning Strategies in Responding to Negative Customer Feedback

5 Winning Strategies in Responding to Negative Customer Feedback

Photo Attribution: Golden Sikorka/Shutterstock.com

The way customers interact with businesses has changed rapidly since the world has gone into a global lockdown. This means that organizations have had to pivot their business and marketing strategies. Customers have more time to evaluate their purchases now and therefore are becoming increasingly diligent about researching products and services before buying. The most powerful source of product understanding is customer feedback, which has become even more accessible now as online reviews are growing in power and number.

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Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms