Giva Blog

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

23 Characteristics of Customer Service Excellence and Steps for How to Implement and Measure

Customer Service Excellence

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Excellence in customer service has become a key differentiator for organizations striving to attract and retain customers. Delivering exceptional support and satisfaction is no longer merely a goal but a necessity for sustainable success.

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24 Unique Challenges of Customer Service with Solutions for the Modern Technological Era

Challenges of Customer Service

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Customer service in the technology age has changed from simple interactions to multifaceted ones. Consumer expectations are different now and often more demanding. These bring many unique challenges to customer service teams, as they strive to represent their brand in the best way possible by providing the best service to customers.

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Sample Role-Play Change Advisory Board (CAB) Meeting with Best Practices

Change Advisory Board (CAB) Meeting

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Properly managing changes to IT infrastructure is not just a necessity but a strategic imperative. A Change Advisory Board (CAB) plays a central role in this process. Their work in meeting together aims to thoroughly examine and proactively prepare these change plans.

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Proactive IT Fully Explained: What It Is, Its Benefits, and 15 Top How To's

Proactive IT

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Many companies use some form of IT Service Management (ITSM), or have an IT department that is usually in-house or through a dedicated Managed Service Provider (MSP).

IT teams or MSPs can provide reactive or proactive IT support, or a mix of both.

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Customer Support Escalated Calls Fully Examined and Top 10 Strategies

Escalated Calls

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In today's fast-paced customer service landscape, customers demand quick answers. They often request to speak with a manager or a loyalty department before fully engaging with the first agent. This behavior raises an important question: what exactly are call escalations, and when should they be used?

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SaaS vs. Cloud Fully Explained: Differences, Benefits, Challenges and Future Trends

SaaS vs Cloud

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A lot of people use the terms "SaaS" (Software as a Service) and "cloud computing" interchangeably. However, there are differences between the two.

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16 Exceptional Benefits of Change Management and How to Implement Key Components

Benefits of Change Management

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Most businesses probably realize that change is constant. The question is then, how can these changes be planned for and guided through as smoothly as possible. Well-planned change management strategies can help lower the possibility of difficulties and help bring about streamlined transitions.

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30 Excellent Customer Service Values with Examples and Strategies for Developing Your Own

Customer Service Values

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At the center of outstanding customer service lie core values that guide interactions with customers and shape the overall service experience.

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Comprehensive Guide to IT Redundancy and Why It is Essential

IT Redundancy

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Most businesses today have become critically dependent on IT systems and their availability.

Without systems to provide redundancy and backups, IT downtime could prove very expensive. Large organizations can be looking at costs of up to $1-5 million per hour in the event of system-wide outages. This doesn't include potential penalties or legal fees in case of data breach or otherwise.

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Top 20 Customer Pain Points with Examples and Solutions

Customer Pain Points

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Discovering and addressing customer pain points is essential for any business aiming to excel in customer satisfaction and retention. These pain points include the difficulties and frustrations customers encounter when engaging with products or services. They can directly influence their overall experience and perception of a brand.

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