We vetted about ten of the leading customer service and support software applications before we decided that Giva's Cloud Computing SaaS was right for us. Right from the beginning, it was easy to work with Giva. Using a number of very helpful tools, including Giva's Needs Assessment Tool, they assisted us in carefully identifying our feature requirements. This allowed us to improve our vendor selection process by comparing Giva's web-based customer service and support solution to other alternatives using a common denominator.
Giva assisted us in the customization and configuration of their customer service software application, and they thoroughly trained our customer service team. There were still a lot of moving parts and unknowns as we were gearing up for our launch, and Giva responded quickly to our requests for help and assistance throughout all phases of the project. They provided outstanding project leadership and worked closely with our customer service and R&D teams.
We needed to integrate a number of custom fields from our web site with the customer service software so that we could efficiently capture important information from our visitors. In order to save money, we did the custom coding ourselves using Giva's Application Programming Interface (API). This important web site integration with Giva's Cloud Computing SaaS was seamless and very fast to implement.
Using Giva's eKnowledgeManager, we can not only distinguish between internal knowledge and external knowledge, but also use their knowledge management software to offer self-help to our customers using our known problems and solutions.
Giva's customer service and knowledge management software has more features and functionality than all the other alternatives we looked at, and Giva is constantly enhancing their applications and soliciting customer input.