Giva Blog Categories : Outsourced Customer Service

How Your Customer Support Help Desk Feeds Your Knowledge Base

Build Knowledge Base from Help Desk Customer Support

Photo Attribution: VectorMine/Shutterstock.com

In a competitive business environment, it's more important than ever to keep customers happy. You need a proactive, customer-centric help desk and an in-depth and helpful knowledge base sitting alongside that.

Not only does this help customers when things go wrong, but it also makes it easier for them to use a product. Customers are happier when they can access everything they need without requiring assistance from a help desk.

[Read More]

Call Center Best Practices and Innovation Ideas for the 2020s

Call Cdnter Best Practices and Innovations

Photo Attribution: johavel/Shutterstock.com

Whenever we think of a call center, what comes to our mind can be the image of a warehouse-sized room packed with desks and air conditioners where you can hear phones ringing continuously and agents working tirelessly answering the phone queries. However, such visuals are rare these days.

A contact center is an essential part of a company as it provides customer support and generates leads, and the latest call center innovation ideas have made them economical and scalable for companies. If you are planning to start one for your company, below is everything you need to know about the innovations and best practices for a call center which are essential for its effectiveness. But before exploring call center best practices and innovations, we first need to understand a few foundational ideas about call centers.

[Read More]

Avoid These 11 Common Mistakes When Building a Knowledge Base

Mistakes When Building a Knowledge Base

Photo Attribution: Jiw Ingka/Shutterstock.com

What is a Knowledge Base?

A Knowledge Base (KB) is a crucial part of knowledge management in any business. It is a collection of information that is organized and accessible to employees so they can find what they need on-demand. In this blog post, we will discuss the benefits of knowledge bases and how they can help improve IT management and online library services.

Benefits of Knowledge Management

The following are some primary knowledge management system benefits:

[Read More]

Customer Service Loving Their Haters: How to Respond to Negative Reviews Plus Examples

Handling Negative Customer Reviews

Photo Attribution: VectorMine/Shutterstock.com

The major obsession of companies using social media in the past was to make every customer or visitor fall in love with their company or their products. Because of this, companies used to panic whenever they received any negative reviews on their social media pages and did not know how to respond to them. Some of these reviews were genuine, and some were fabricated by their competitors. It is easy to fake a review to malign a company's reputation, thanks to the anonymity provided by the Internet. People these days conveniently post a negative review without hesitation, remorse, and without even thinking how much damage a casual negative review can do to a company's position if a company does not know how to respond to a negative review.

[Read More]

What are OmniChannel Customer Experience Strategies, Customer Service, Support, Platforms & Examples

OmniChannel Customer Experience

Photo Attribution: TarikVision/Shutterstock.com

What is OmniChannel?

A "channel" in business is simply a medium through which a company can communicate its products to customers. This can be done through websites, advertisement hoardings, social media platforms, or by contacting customers via email, phone calls, or messages.

In the past, marketing was done through one or two channels or mediums such as printing advertisements in a newspaper or running television ads, but now with the availability of smart devices, such as mobiles or tabs, there are a plethora of digital platforms through which a company can market their product to the customers anywhere in the world. This kind of marketing interaction is called Multi-Channel Marketing. In multi-channel, a company can advertise their products and get feedback for their services on different platforms. This helps in getting a wider reach to customers, but the drawback is that all these apps and platforms work separately from one another, and to extract feedback from them is a difficult task and results in longer response time. A multi-channel environment is a great approach to increase the overall visibility of the products but does not provide good customer service or customer experience.

[Read More]

Customer Service Excellence Across All Generations

Customer Service Excellence Across Generations

Photo Attribution: bananaquack & ArchMan/Shutterstock.com

Excellent customer service starts with empathy, patience, and understanding your customers' needs. To deliver this, it is critical for a service representative to understand how consumers think and react to a conversation. One major factor that determines the course and outcome of a conversation is the generational difference when dealing with a customer. This may be the first time in history that customer service representatives are tasked with dealing with customers from five generations. Because of this, it is not possible to have one approach for all customers. Rather, a service representative needs to deploy different strategies and special forms of communication to deliver exceptional customer service across all five generations. For that, a service representative needs to be aware of the differences in the mindset of each generation and must be able to meet the expectations of each group accordingly.

[Read More]

Stages of the Customer Journey: What is Customer Experience vs Customer Service vs Customer Support

Customer Journey Help

Photo Attribution: Inspiring/Shutterstock.com

A customer walks into a business or starts using an online service. At this point, customer service may not even be necessary. However, there are specific points in the customer journey when customer experience knowledge is required versus customer service skills versus customer support expertise.

A customer journey is the sequence of customer events that take place throughout the customer-business relationship, which typically include customer acquisition, purchasing, usage, and renewal. But what are the support stages of the customer journey? When do I need customer support instead of customer service? When should customer service take over from customer support? These are important questions for you to consider before you invest in any of the services.

[Read More]

What is Conversational AI & How It's Changing the Customer Support Game

Conversational AI

Photo Attribution: ProStockStudio/Shutterstock.com

Conversational AI definition

We can define Conversational AI as a program built by using artificial intelligence to replace a human-like conversation with a machine so that the program can help a human end-user in resolving queries and perform various functions. Customer service AI has proved convenient, consistent, and available to assist a human in all walks of life.

[Read More]

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.

[Read More]

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".

[Read More]

 

1   2   3   4   5   6   ...   22     Older Entries

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