Customer Service
in the Cloud
Giva is HIPAA compliant!
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Service Management Suite
customerservice
Giva is HIPAA Compliant!
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- Giva makes HIPAA compliance very easy for our customers since the data center, hardware and software infrastructure of Giva's cloud help desk software meet the very strict HIPAA compliance regulations.
- Giva uses HIPAA-compliant data encryption to ensure that all PHI data in hospital and healthcare electronic health and medical records is secure.
- Giva's HIPAA-compliant backup strategy creates regular backups on a daily and weekly basis to enable the ability to quickly restore data from encrypted backups, if needed.
- Giva's HIPAA-compliant security approach uses a comprehensive, multi-tiered security strategy to protect PHI in electronic health and medical records combined with a multi-tenant infrastructure to manage costs for our customers.
- A security-first approach means that a regular assessment of application vulnerabilities is a key part of providing the highest levels of data security for PHI from electronic health and medical records. Proper log management is utilized for anomaly detection and forensic analysis.
- Giva's HIPAA-compliant security policies go beyond basic data center compliance and encompass how technology, people and process come together to drive outcomes to protect PHI in electronic health and medical records.
- All processes are validated against a rigorous set of controls by an independent team of CPA auditors. The annual SSAE 16 SOC 2 Type 2 compliance reports is issued and shared with all Giva customers upon request. Skilled HIPAA-certified engineers available 24/7/365.
Casio
100 percent Web-based call center software solution
Real-time reports for Tokyo headquarters
Integrated knowledge base and FAQ section
EDIMS
85% easier to get up and running on Giva
50% decrease in time required to open cases
Eliminated 24 hours/month of report preparation
LifePics
70% decrease in call time due to intuitive design
70% increased effectiveness working with dev group
70% increase in number of calls captured
Patient Care Technology Systems
An ITIL-compliant help desk/customer service solution
Multiple service desks
One-week deployment for dispersed workforce
iZ3D
Fast and easy deployment in a week
Very affordable price point with a lower TCO
Seamless integration with the iZ3D web site
ContactWorks
A single 24x7 worldwide IT platform
Product and service differentiation
Increased technical creditability with prospects
VirtuRad
Increased integration between customers/field engineers
Increased service responsiveness/customer satisfaction
Real-time reports, trend analysis, business analytics
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Best Customer Service / Call Center Cloud Software – Giva's Top Features and Benefits
Best Cloud Customer Service Software - Giva Top Features and Benefits
Since 1999, Giva has been creating the most intuitive and easy to use customer service ticketing system. Your team will be able to create cases fast–in just two "clicks"! With our real-time dashboards, robust reporting and intuitiveness, it's no wonder that Giva constantly beats products like Salesforce.com® Service Cloud, ZenDesk®, Desk.com®, SugarCRM®, ManageEngine® SupportCenter Plus, FrontRange HEAT®, and BMC® FootPrints™ in head-to-head competition and in customer service software reviews.
Best-in-class Customer Service Reports
Quickly answering the phones or responding to emails from your customers is only one aspect of providing superior support. To truly help your customers, you have to be able to determine "why" they are calling. You need to identify ways to reduce call volume and glean other key insights that can help reduce call time, increase first call resolution and increase customer satisfaction. Giva reports get extraordinarily high marks from our customers. Our reports are designed by award winning Help Desk Institute (HDI) customer service practitioners. Instead of offering hundreds of report options, Giva's done the heavy lifting in report design/building so you can pick from a list of templates and instantly get actionable information with little effort. There is no need to learn Crystal Reports or any other reporting package. Giva has built our own reporting engine which is vastly easier to learn and use than other customer service applications. After your first click, you have KPIs, charts and metrics, and with another click can name, share or download the report. If desired, you can also quickly build your own reports from scratch with our report builder templates.
Easy to Customize and Configure
Your customer service system has to be flexible and adapt to the way you run your organization. Customizable customer service applications are great, but if they are not easy to use and maintain, then they will cost a lot of time and money over the long run. With Giva, you can define business rules and customize the workflow based upon how your organization works. Giva's built for small, medium and large organizations. For example, a five person department can be up and running on Giva in just hours or a call center with a hundred customer service agents can start using Giva in just days. Also, multiple independent service desks to be used by human resources, operations, information technology, etc. where each service desk can be uniquely customized with strong role based administration. Giva's focus is to make sure that our customer service support software is always easy to set-up and maintain.
Simple & Elegant Cloud Customer Service Software – Intuitive & Easy-to-Use
No, we're not Apple Computer, but our customers swear we were picked from the same tree. We have legions of designers that nitpick interface details down to the pixel level for the benefit of our customer service application. The brightest Silicon Valley software industry usability experts and interface designers mull over the look and feel of Giva's customer service ticketing system with every new release. Yes, our teams have legendary fights, but all this obsessive gnashing yields customer service software that is so simply elegant. If this was easy work, then all customer service software would look like Giva. Our customers give us a constant flow of kudos that sustains our high bar and it fuels Giva to continue to obsess over every detail to give you an unparalleled experience.
Giva's Cloud Customer Service Software Improves Productivity
Giva is proven to improve customer service productivity. Our customers are achieving significant productivity improvements such as:
- 60% increase in productivity in managing customer service level agreements (SLAs)
- 50% decrease in time required to open cases
- Integrated knowledge base and FAQ section to speed issue resolution and increase customer satisfaction
- 70% increase in productivity by using Giva dashboards and reports
- 70% increase in number of calls captured due to intuitive design
Seamlessly Integrated Customer Service, Knowledge Base and Asset Management
Giva's customer service application integrates with a knowledge base application, which allows you to very easily create and maintain knowledge articles/solutions and an FAQ, helping agents to quickly find solutions to issues, and providing self-help capability for your customers. Giva also offers asset management which tightly integrates with the case management system. This is to manage your installed base of products such as medical devices, software products, etc., including warranty and service entitlements. Assets and cases can easily be linked to change requests, which allow for better tracking, faster resolution and helpful root cause reporting.
Best Customer Service Dashboard
Giva provides a truly illuminating customer service dashboard. No matter what the size of your customer service team, they need to quickly identify issues that require immediate attention. That's why we have spent so much time designing a truly extraordinary dashboard with the help of many successful VP's of customer service and customer service managers. The Giva customer service dashboard shows only what is important and needs action and not any more or less information. This keeps customer service and other groups like order processing, repair, sales, billing, etc. extremely focused on the most urgent issues. With Giva, nothing will ever again "fall through the cracks"; we give your customer service team and whole organization a laser like focus.
More Intuitive and Functional Than FrontRange HEAT®
Selecting Giva was an excellent choice for Santé Health Systems. Compared with FrontRange HEAT®, Giva is more intuitive, easier and faster to customize, more functional, and has outstanding reports and dashboards; and Giva's professional services team and the ongoing technical support is superb.
- Juan Carlo Muro, IT Director, Santé Health Systems
Intuitive as Apple® Interfaces
Giva has implemented their workflows, grids, charts and other monitoring tools in an intuitive, slick and simple way, similar to the Apple Computer iPhone and iPad user interface design.
- Ken Adams, Chief Information Officer, Miles & Stockbridge P.C.
Fast and Responsive Cloud Application
The Giva Service Management Suite and reports are consistently fast and responsive, proving that Giva has figured out how to build and scale a true cloud application delivered over the public Internet. Saint Elizabeth is very happy with deciding to build a long-term partnership with Giva.
- David Burne, IT Leader, Saint Elizabeth Health Care
A Pleasure to Use
Giva is a pleasure to use, it is highly functional, we were up and running fast and the technical support is outstanding. We are very pleased with our choice of Giva.
- Chris Jerry, Support Center Manager, EDIMS
Uncomplicated, Uncluttered, Clean User Interface
There are many significant reasons why Giva was selected over other vendors, but the biggest differentiator is that the Giva user interface is uncomplicated, uncluttered, clean and extremely easy to use.
- Floyd Withrow, Chief Information Officer, Gordon & Rees
30% Total Cost of Ownership Reduction in the First Year
We estimate that we have been able to reduce the total cost of ownership of our IT service desk application by approximately 30% in the first year.
- Neil Ferguson, Chief Technology Officer, Lewis & Roca LLP
Best in Class Customer Service
Westway is very satisfied with the hosted service and benefits provided by Giva. When comparing all of our IT vendors, Giva's commitment and passion in maintaining its products and providing excellent customer service is 'best in class' and clearly distinguished above the rest of our vendors.
- Peter Griffiths, IT Director, Westway Group, Inc.
Highly Reliable Help Desk Solution
The Giva Service Management Suite is a highly reliable solution which meets the demanding and high expectations of our customers.
- Jim Kline, Director of Technology Group Operations, Patient Care Technology Systems
Broad Capabilities and Exceptional Reporting
We carefully evaluated other products, but concluded that Giva eHelpDesk met our needs best. It has a good balance of broad capabilities, ease of use, and exceptional reporting.
- David Strumpf, Chief Technology Officer, Russell Reynolds Associates
Saving Lots of Money
We've crunched the numbers. We know we are saving a lot of money using the Giva Service Management Suite versus other enterprise-class knowledge base and help desk software products.
- William McDonald, CIO, Schulte Roth & Zabel LLP
Personal Support and Attention
I have known Giva products for over a decade and I have been very satisfied with them at two different firms. We get outstanding customer service from their technical support organization and personal attention from our Account Manager.
- Steven Marks, CIO, Sills Cummis & Gross
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Service Level Agreements & Case Escalations
One of the most important aspects of a customer service is making sure your customers' issues are being solved quickly and efficiently. Service level agreements (SLAs) with automated escalations insure that cases are resolved by a severity level based upon your customer's urgency. Using an intuitive color coded system on the dashboard, you can quickly view which customer service cases are under, just under or over your defined service level agreements. If a customer support case breaches the service level agreement, our automated escalation rules engine notifies the most appropriate people or teams so the issue is never overlooked.
Cloud Customer Service Software that Converts Emails To Cases
Quickly responding to emails from your customers is a critical part of every customer service organization. Giva streamlines this workflow by automatically and quickly processing incoming emails and converting them directly into new cases or updating existing cases. File attachments and screen shots in emails are also processed and become part of the customer service case. No more tedious cutting and pasting from emails to your customer service program.
Self-Help Reduces Calls & Increases Customer Satisfaction
One of the most effective ways organizations can reduce call volume is to provide their customers with a 24x7 self-help portal. When you use Giva's knowledgebase, customers can search and resolve problems when convenient for them. Customers can also view, create or updates cases and browse knowledge articles using a Google like interface that is simple and requires no training.
Stellar Giva Technical Support
You have a strong commitment to your customers and your customer service software vendor should be just as committed to you. Giva provides contractually committed respond and resolve service level agreements (SLAs) for technical support to all of our customers at no additional charge. Furthermore, we take great pride servicing our customers and earning high ratings from the customer satisfaction surveys that are sent out after each of your requests is closed to your satisfaction. Outstanding customer service is an important part of our company culture. Your voice is important to us for new product features and enhancements. We survey our customers on a regular basis to listen to your changing needs. Since 1999, our customers have been helping us make Giva a better and better product with every new release.
