Giva Blog
Stay in Touch with Giva's News & Updates

3 Steps for Help Desk Evolution and Improvement

100% Customer Service

When it comes to the help desk of any business, customer service is key. However, with the constant evolution of business and methods of doing things comes advancements that are cost effective, businesses must make sure they are also customer service friendly. Many businesses have taken to implementing "smart technology" as a first response system for customer service and distress. If you have ever called a business with a question only to get a computer system that takes you around and around before you even get the option to speak to an actual customer service representative. It can be quite frustrating. With all of the cost saving technology that is coming into existence and being implemented into customer service programs, it is important to remember that serving the customer is the actual goal.

[Read More]

Making A Name For Yourself

Branding Strategy Identity Quality

In business, companies are always looking for new techniques to ensure customer loyalty and capture new customers into a relationship of lifelong loyalty to their brand. Believe it or not, there is a very simple, even old school technique for garnering this kind of loyalty from your customers. It's simply aligning your business brand, whatever that may be, with customer service. You may not think something as simple as this can actually generate new business, but It would be a mistake to discount it because of its simplicity.

[Read More]

Customer First Teams

Customer First

For years now, many businesses have been moving to create a customer-focused culture. Putting together teams to work on projects that are too large for one individual is not a new concept either. When a team works together, it should be with the same customer-focused mentality that the business always strives to promote.

[Read More]

Taking Customer Service Relationships Off Hold

Customer Service Wait Time On Hold

"Your call is important to us. Please hold for the next available representative." The previous two sentences are likely among the most hated in the English language. At one time or another, everyone has had to give up the Google search and call the company help desk. Cue the elevator music and wait, and wait, and wait… or not. It is time for companies to stop putting their customers on hold and start solving their problems.

[Read More]

The Giva Challenge: Giva Customers are Talking! San Jacinto Community College

San Jacinto Community College

One generally presumes businesses and corporations when they think of IT department support. However, IT support for colleges and universities in the U.S. is growing exponentially in light of the technological revolution.

One such example is San Jacinto Community College (SJC). Based in Pasadena, Texas, SJC serves approximately 30,000 credit students and 2,500 faculty and staff. The IT department has 115 employees supporting three campuses, a District office and several extension centers.

[Read More]

The Plus Side to Customer Escalations

Customer Service Feedback Escalations

Dreading that email from your customer service team that tells you a customer has escalated a complaint? You shouldn't be. Giva's recent TMCnet article "Customer Escalations: Why You Should Reward Customers Who Complain" explains how an escalation can be a good thing.

[Read More]

The Giva Challenge: Giva Customers Are Talking! MetroHealth System

MetroHealth System

MetroHealth System, a hospital system providing quality care for over 175 years, has a history of constant growth and expansion. With humble beginnings in 1837 as the Cleveland, Ohio city infirmary, serving a population of 6,000 people, it experienced exponential growth with the arrival of the industrial revolution. Today, MetroHealth is one of the largest and most comprehensive public health systems in the country.

[Read More]

The Higher Education Help Desk and Its Expectations

University/College IT Help Desk Support

When students are considering potential universities, they are increasingly weighing and comparing each university's technology offerings. More so than ever, it is critically important for IT help desks to fully understand all the constituencies the university handles. For "traditional" and "nontraditional" students, the university IT help desk is essential and incredibly helpful when network or software issues arise. Also, faculty and academic researchers expect an IT help desk to be intelligent and capable.

[Read More]

5 Benefits of Workforce Diversity

Workforce Diversity

Workforce diversity entails that people from a mixture of cultures, ages, backgrounds, and races are working together. In recent studies, workforce diversity has been found to be valuable for public organizations and private firms. According to the IOSR Journal of Business and Management, these five factors are common benefits of workforce diversity:

[Read More]

Service Catalogs as a Solution

Service Catalog

A service catalog is an electronic list of products and services made available to all divisions within a company as well as the company's clients. John Sundberg, author of the article "Technology of Business Alignment: Leveraging Service Catalogs Throughout Enterprise," makes the analogy that a service catalog is similar to a company's personalized Amazon.com, since it is a web-based interface that allows employees to "shop" for and request services. Once the "order" is placed, the service requested is monitored in real-time until the service is complete.

[Read More]

 

Newer Entires     1   2   3   4   5   6   7   ...   17     Older Entries