Customer Service
in the Cloud
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Cloud Customer Service Software Case Studies
- A 100 percent Web-based call center software solution
- Real-time reports for Tokyo headquarters that help improve Casio product set-up and ease of use
- Integrated knowledge base and FAQ section to speed issue resolution and increase customer satisfaction
- Automated workflow tools to drastically reduce paper-based business processes
- 30% increase in productivity by using Giva dashboards and reports
- Eliminated 24 hours/month of work to prepare reports
- 50% decrease in time required to open cases
- 50% easier to navigate and search Giva
- 100% faster application responsive/speed
- 70% increase in productivity by using Giva dashboards and reports
- 60% increase in productivity in managing customer service level agreements (SLAs)
- 70% easier to get up and running on Giva
- Eliminated 30 hours/month of work to prepare executive reports/scorecards/KPIs
- 70% decrease in call time due to intuitive design
- 70% increase in effectiveness in working with the development department
- 70% increase in number of calls captured due to intuitive design
- 50% increase in call center team productivity using dashboards
- Spend just 20 minutes/week generating reports with actionable information
- An ITIL-compliant help desk and customer service solution that helped PCTS deliver extraordinary service to mission-critical operating and emergency rooms nationwide
- Multiple service desks for its internal IT help desk and customer service organizations
- One-week deployment for a geographically dispersed workforce
- Rapid ROI
- Fast and easy deployment in a week despite significant customizations
- Very affordable price point with a lower Total Cost of Ownership (TCO) and higher ROI than competitive offerings
- Seamless integration with the iZ3D web site
- Rich graphical views of data with Dashboards, Charts, and Metrics to allow iZ3D to focus on their customer service priorities
- A single IT platform for a 24x7 worldwide outsourced customer service and support operation
- Product and service differentiation in the very competitive outsourcing business to help ContactWorks win more business
- Increased technical creditability with prospects
- Expertise in customer service "best practices" to help win outsourcing contracts
- Increased integration between customers and field engineers throughout the country
- Increased service responsiveness and increased customer satisfaction
- Real-time reports, trend analysis, and business analytics to monitor customer satisfaction and other key metrics
- Easy customization without programming or implementation consultants
- 70% decrease in total cost of ownership
- 70% increase in productivity of customer service department
- 50% increase in meeting service level agreements
- 60% increase in teamwork between development and customer service departments
- 40% increase in productivity by using the Giva knowledge base
- A powerful, yet elegant hosted solution to manage customer service operations
- A high level of service and understanding of the customer
- High ROI
- 100 percent uptime using Giva 24 x 7 x 365
- Reduced customer support costs
- Lower total cost of ownership with the Giva On Demand Software™ option
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