Knowledge Management in the Cloud
Giva consistently earns 4.9/5 stars from independent customer reviews.
Take a tour, schedule a demo and see for yourself why Giva's cloud helpdesk and customer support solutions score so high in customer reviews. Learn more about our knowledge base tool.
Create a Knowledge Article
Find Knowledge Articles
Intuitive Support Desk Dashboard
Easy, Robust, Real-Time Reports
Why Giva for Knowledge Management in the Cloud?
Automates troubleshooting, so your teams can create and reuse solutions to quickly answer common incidents. Allows end users and customers to access knowledge articles with Giva's self-service portal.
You'll be up and running in days, and your teams can be trained in hours on our intuitive and friendly interface. Giva provides video tutorials, self-paced tours, quick start guides & FAQs.
Internet connections make everything vulnerable to cyberattacks, data breaches, malware, etc. We use strong encryption and HIPAA-compliant hardened and secure infrastructure to protect your PHI and other private data. Giva also has a SSAE 18 SCO II Type 2 certification, and we support native Multi-factor Authentication (MFA).
Web hosted knowledge management programs eliminate the need for software downloads, installations, and hardware configurations. 100% cloud based; only a standard web browser is required.
Automates troubleshooting, so your teams can create and reuse solutions to quickly answer common incidents. Allows end users and customers to access knowledge articles with Giva's self-service portal.
You'll be up and running in days, and your teams can be trained in hours on our intuitive and friendly interface. Giva provides video tutorials, self-paced tours, quick start guides & FAQs.
Internet connections make everything vulnerable to cyberattacks, data breaches, malware, etc. We use strong encryption and HIPAA-compliant hardened and secure infrastructure to protect your PHI and other private data. Giva also has a SSAE 18 SCO II Type 2 certification, and we support native Multi-factor Authentication (MFA).
Web hosted knowledge management programs eliminate the need for software downloads, installations, and hardware configurations. 100% cloud based; only a standard web browser is required.
Knowledge Base Software
Build a knowledge base for your organization to automate answers to frequently asked questions. Giva's knowledge base integrates with customer support, IT helpdesk and IT service management software solutions, so your team builds answers that empower your customers to troubleshoot on their own, before reaching out to your customer service and IT staff.
Reduce customer service costs. Make your team more efficient. Empower your customers to troubleshoot for immediate results.
Providing the right information at the right time leads to better decisions. The challenge is to quickly connect employees, customers, and partners to the right information, while keeping your costs low.
Giva KnowledgeManager™ is a knowledge base application that helps you capture knowledge as it is created so that it can be distributed and shared with the right individuals at a later date. Giva KnowledgeManager streamlines creating, categorizing, and retrieving knowledge.
HIPAA-Compliant Knowledge Management Software System
HIPAA compliance ensures that your customers''information and your most sensitive data is protected by the highest standards, whether you're in a healthcare-related industry or not. Giva makes HIPAA compliance very easy for you because our data center, hardware and software infrastructure exceeds the very strict HIPAA compliance regulations.
Knowledge Management Software Features
- Natural language, Boolean, and keyword search engines
- Self-service web portal with centralized knowledge base
- Option to quickly open service request, if answer not found
- Standard, customizable knowledge workflow, including notifications
- Authoring and approval tools based on ITIL and customer service best practices
- Advanced tools for batch record import/update and ongoing management
- Rich text formatting with the ability to attach screenshots and files to knowledge records
- FAQs and most frequently used solutions sections
- Problem solving score, an automatic knowledge rating based on usefulness
- Seamless integration with your Web site
- Visitor feedback, tracking, and reporting
- Real-time custom reporting & KPIs: Full color charts & graphs
- Reports to evaluate knowledge quality and quantity by creator
- Multiple, independent knowledge bases for use by different organizations, sites, or departments
- Seamless integration with other Giva modules
- ITIL aligned and compliant out-of-the-box
Benefits of Using Giva's Knowledge Base Tool
- Eliminates need to buy, install or support separate knowledge database system software
- Reduces support costs by capturing lessons learned from previous service requests
- Reduces staff turnover cost by ensuring that your organization's knowledge does not walk out the door
- Enhances customer satisfaction by speeding problem resolution, providing consistent, fast answers
- Increases employee productivity by keeping information consistent, accurate and up-to-date
- Decreases training costs by keeping service personnel informed on diverse, rapidly-changing information
- Decreases training time of new hires by facilitating knowledge transfer from expert staff to empower less-experienced staff
- Increases employee satisfaction and loyalty by recognizing employees that contribute valuable knowledge used and highly rated by peers, end users & customers
- Improves staff efficiency with access to a self-service portal
- Helps reduce the number of issues directed to the contact center
- Improves service quality by providing service personnel with quick answers to questions
Customer Success
- 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
- 60% reduction in the 5 year Total Cost of Ownership (TCO)
- Saved at least 1 FTE due to lower ongoing administration
- Increased to 90% achievement in meeting service level agreements
- 70% reduction in generating reports and admin; eliminated 35 hours/month
- 50% faster to create/assign a service request
- 80% increase in productivity by using Giva's dashboards and reports
- 60% increase in meeting service level agreements
- 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
- 90% reduction in the time required to configure/customize Giva
- 50% lower TCO over a three year period
- 40% increase in productivity of the IT service desk team by using Giva reports and dashboards
- 60% increase in IT productivity by using the dashboards and real-time reports
- 70% easier ability to open service requests due to intuitiveness
- 70% increase in IT productivity due to the self-service portal
- 80% increase in capturing off-hour calls due to anytime/anywhere access & Giva's intuitive design
- 70% increase in support management productivity using the Giva dashboard & real-time reports
- 60% increase in meeting Service Level Agreements
- 75% reduction in time to deploy Giva's incident and problem management modules
- Saved 1 FTE position due to significantly less ongoing administration/maintenance and easier to use reporting
- Significant reduction in the Total Cost of Ownership (TCO)
- 70% increase in attorney and staff customer satisfaction with IT
- 70% increase in overall IT productivity
- Eliminated 8 hours per week generating reports
- 70% cost savings when considering the total cost of ownership (TCO) over a 3 year period
- 70% increase in IT productivity in using the dashboards and real-time reports
- 65% increase in first call resolution metrics
- 70% decrease in labor costs by tracking IT changes with Giva
- 80% decrease in IT auditing costs estimated for next year's public accounting firm audit
- Significantly increased IT infrastructure uptime
- 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
- 60 percent higher ROI than competing help desk software applications
- Tools to maintain an 80 percent first call resolution rate
- An 85 percent increase in attorney satisfaction with IT support and the ability to maintain a 4.9 customers satisfaction rating from attorneys out of possible 5.0
- 35% decrease in labor hours required to generate monthly and ad hoc reports
- Significant increase in attorney satisfaction with the IT department
- Provided Trend Reports, Dashboards, Charts, and Metrics, which enabled quick action to keep attorneys productive
- Decreased average time to close service requests by 40 percent
- Increased first call resolution by 45 percent
- Increased employee satisfaction with IT, Facilities, Human Resources, and other operations departments
