eCustomerService

eCustomerService

Cloud customer service software to create happy customers

4.9/5 (14 avis)

eCustomerService - Présentation

Founded in 1999, Giva builds happy customer relationships while helping to grow loyalty and revenue. We enable any organization to be more reliable, flexible, and scalable. Our reports and dashboards help you take action to increase customer retention and satisfaction. With Giva, customer interactions turn into lasting relationships while lowering costs and increasing productivity.

With eCustomerService, agents can manage all of their customer service requests and communication in a single place. The centralized dashboard enables the monitoring of all activity in real-time to ensure that no requests are missed or overlooked. Agents can customize the dashboard with the pre-configured graphs and charts to track responsiveness, customer satisfaction, and team productivity.

eCustomerService delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training for agents and no training for customers. Giva's robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership.

Optimized for mobile, Giva allows you to view, manage and prioritize open cases, as well as track time worked on cases while on the go via mobile or tablet devices. The Giva mobile application is HIPAA-compliant and fully browser-based, so there's no need to download or install anything.

HIPAA-compliant encryption-at-rest ensures all sensitive health and medical record data is managed safely and securely. Giva provides all customers with the extra security and peace of mind of HIPAA compliance at no additional cost.

Giva’s cloud customer service app is designed to streamline case management by organizing and prioritizing tickets, plus measuring customer satisfaction, agent performance and team productivity from a central location. The Giva dashboard provides real-time colorful charts and metrics, to help monitor all customer activity closely to ensure no request or issue is ever overlooked. Giva offers tools to help you address the most critical issues first and manage all conversations through a single unified app.

The self-service portal of eCustomerService can be customized to match company branding, and allows customers and employees to search for solutions in the knowledge base or create service request tickets. The solution can be fully configured to reflect service desk opening hours, service level agreements (SLAs), and more.

Prix

À partir de
29,00 $US/mois
Types de licence
Essai gratuit
Abonnement
Rapport qualité-prix

Appareils

Pour quelle entreprise ?

S
M
L

Disponible dans les pays suivants

Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Allemagne, Inde, Japon, Amérique latine

Langues

anglais

eCustomerService - Avis

Note globale
4.9/5
100% d'avis positifs
13
Excellent
1
Très bien
0
Moyen
0
Médiocre
0
Mauvais
Elaine tanner W.
Traduire avec Google Translate

Giva helped revamp our B2B repair operation workflow & significantly increased customer satisfaction

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 11/06/2019
Provenance de l'avis : Capterra

Giva helped us make internal changes to streamline our operations and increase efficiency. With the Giva reports and dashboards, I can keep an eye on all the departments and see if we are all properly coordinating to get repairs done ASAP and machines shipped back to customers. Before Giva, I never had this visibility. Giva helped us focus on weak spots in make significant improvements in our workflows. Before using Giva, I could not easily measure the productivity of our repair operation. Now, I’ve got excellent tools to measure performance, productivity and customer satisfaction. Giva technical support is exceptional and we always get an immediate response with insights that help us to keep getting more out of the product.

Avantages

We’re using Giva to track our busy B2B repair operation since none of our internal systems could optimize this important process. Our customers ship us machines that are critical to their revenue generation so it’s important for us to minimize the time that we spend holding and repairing the machines. We use Giva to coordinate the intake, processing, repair and outbound shipment back to our customers. We’ve achieved exceptional results using Giva and significantly improved repair team productivity and customer satisfaction.

We know all the intricacies of repairing our machines, but we are not tech savvy with software. Giva was very easy to configure to our unique needs using its very intuitive administration. Our account manager provided hands-on assistance that sped the deployment and allowed us to fully vet Giva during our 30-day trial. It only took about 20 minutes to train our repair team on how to use Giva since it’s simple and very intuitive to use. Using Giva we architected our entire repair workflow to use mobile phone texting to keep our customers apprised of all stages of their repair. The major benefit is that it keeps them up to date in real-time so they do not have to call our facility for updates and they know exactly when they will receive their machines back.

Inconvénients

None...nothing to add or complain about.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Kristi C.
Traduire avec Google Translate

Love the Giva dashboard! It makes my job so much easier.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 17/06/2019
Provenance de l'avis : Capterra

Giva is very intuitive and I never get stuck like with other systems I used in the past. Giva is a breath of fresh air! It was easy to set up Giva since it came with the most commonly used defaults and it also had draft severity levels, etc. to allow us to quickly evaluate it. We use the self-service portal to manage 40 vendors and it’s helped us to more efficiently manage 3rd parties. Now we receive well documented cases since we configured Giva to ask different questions for each item in the self-service category menu. This eliminates a ton of back and forth with customers.

Avantages

I’ve increased my productivity by 30% using Giva. The KPIs widgets on the dashboard allow me to quickly see where issue are at. It’s a great visual warning system. It helps all of us plan our workload and prioritize with little effort. Giva is very simple to learn and use. We all use the tools offered in Giva to stop “reinventing the wheel” by easily leveraging and reusing information in cases. There are lots of warnings and visuals to make sure we are using the system correctly.

Inconvénients

I love Giva so nothing to write about.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Joe G.
Traduire avec Google Translate

Excellent cloud customer service solution & it’s HIPAA compliant!

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 04/04/2019
Provenance de l'avis : Capterra

Affordable, easy to use, tech support is excellent, Giva keeps on adding new features all the time with new releases each month. We have increased productivity by say about 70%. Now issues remain open less time and as a result our client satisfaction has increased by at least 50%. Giva has all the features and more to compete with Zendesk and Freshdesk , but it has a much more affordable price and better tech support.

Avantages

It’s great customer service software in the cloud. Easy to customize, set-up/administration is logical and simple, don’t have to be tech savvy to use the reports and dashboard. There are many excellent triggers and workflows available in Giva to automate tasks. We need to be HIPAA compliant and Giva has all the legal and security compliance reports. Giva allows us to be very well organized and has the impact of 1+1 =3 on our team. It also helps our clients become more organized and efficient as well. We have eliminated using an encrypted email service which is very time consuming.

Inconvénients

Hard to think of any now. We all like the product a lot!

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Shirley W.
Traduire avec Google Translate

Worth its weight in “Gold”; saved two clients and increased productivity 20%

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 15/05/2019
Provenance de l'avis : Capterra

Giva is an extraordinary value since it’s affordable, highly customizable and easy to get started. Giva allowed us to “shine a light” on all of our workflows and identify areas where improvement was necessary. This saved us from losing two clients so the ROI has been outstanding in just a short amount of time. The Giva customer service team is great; always very helpful and thorough. Just like the whole app, the reports are intuitive and we can keep drilling down to gain deeper insights and root cause.

Avantages

We love Giva. It helped us immediately find gaps in our workflow processes. This has had a profound impact on transparency and workload balance. The reports and dashboards uncovered some key internal processes impacting customer satisfaction that we suspected were awry, but had no hard data to support until using Giva. Giva helped open our eyes to these issues with objective data. We are now reengineering these processes and can then closely monitor the changes made and keep on iterating. In addition, we increased Agent productivity about 20% in just the first few months and we anticipate realizing an even a higher increase in productivity. The entire app is intuitive, easy to navigate and easy to get up and running on and use day-to-day. My team are not all very technical, but they quickly learned how to use Giva. It was simple for us to get started and customize on the fly and grow into Giva as our needs change.

Inconvénients

No "cons"; it does all that we need it to do.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Karen D.
Traduire avec Google Translate

Easiest to use HIPAA compliant customer service software

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 14/05/2019
Provenance de l'avis : Capterra

We can now collect and share patient health information securely with Giva using the self-service portal. This is a big benefit to support our affiliates. It’s nice that each person can have their own personal home page dashboard with little drag and drop cards from a library….very cool! New releases come about once per month and there’re never disruptive. It’s great to get a slow steady flow of enhancements packed with value. Giva listens to their customers like me for feedback.

Avantages

Giva is easier to configure and administer than Freshdesk and Jira, as well as other cloud customers service software that I’ve used in the past. Giva is intuitive, friendly and quick to configure with lots of room to grow in customization. The screens are clean, straight forward and intuitive. It was easy and simple for our team to get started. It’s a great all in one system. They provided high touch support when we needed it during trial so that we could make sure all our requirements were met before buying.

Inconvénients

No complaints at all. We are very happy with Giva.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10

eCustomerService - Prix

À partir de
29,00 $US/mois
Types de licence
Essai gratuit
Abonnement
Rapport qualité-prix

Team: $29/month
Business: $39/month
Professional: $69/month

eCustomerService - Fonctionnalités

  • API
  • Chat
  • Communication multicanal
  • Enquêtes et feedback
  • Gestion de la base de connaissances
  • Gestion des flux de travail
  • Gestion des tickets de support
  • Historique des contacts
  • Hiérarchisation
  • Intégration CRM
  • Intégration de tiers
  • Intégration des e-mails
  • Monitoring
  • Notifications automatiques
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Surveillance en temps réel
  • Tableau de bord d'activités

  • Intégration des médias sociaux
  • Messagerie instantanée

Plus d'informations sur eCustomerService

eCustomerService - Principales fonctionnalités

  • Alerts / Escalation
  • Automatic Customer Notices
  • Complaint Monitoring
  • Customer Database
  • Customer Experience Management
  • Knowledge Base
  • Self Service Portal
  • Surveys & Feedback
  • Work Order Management

Avantages

• Giva delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training.

• Robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Report templates allow users to create fully-customized reports in real time, and can be used to share multiple copies of reports with different filters.

• Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership.

• Giva’s dashboard supports colorful charts, metrics and analytics, providing complete visibility into critical issues and priorities. Everybody can quickly build their own personalized home page dashboard with widgets from a library by intuitive drag and drop capability.

• View, manage and prioritize tickets on the go using Giva’s HIPAA-compliant mobile app. There's no need to download or install anything as the mobile app is fully browser-based.

• Giva offers a highly customizable solution that can streamline processes with business rules and automated workflows according to the needs of your organization.

• Giva is a HIPAA-compliant solution, ensuring all sensitive medical records or healthcare data is managed safely and securely.

• The self-service portal allows customers to search FAQs/knowledge base, and create and modify their own tickets.

eCustomerService - FAQ

Voici quelques-unes des questions fréquentes sur eCustomerService.

Q. Quels sont les types de licence disponibles pour eCustomerService ?

Types de licences disponibles pour eCustomerService :

À partir de: 29,00 $US/mois

Type de licence: Abonnement

Essai gratuit: Disponible

Team: $29/month
Business: $39/month
Professional: $69/month

Q. Quelles sont les principales fonctionnalités du logiciel eCustomerService ?

Fonctionnalités du logiciel eCustomerService :

  • Alerts / Escalation
  • Automatic Customer Notices
  • Complaint Monitoring
  • Customer Database
  • Customer Experience Management
  • Knowledge Base
  • Self Service Portal
  • Surveys & Feedback
  • Work Order Management

Q. Qui utilise eCustomerService ?

Utilisateurs habituels du logiciel eCustomerService :

Grandes entreprises, Entreprises de taille moyenne, Non Profit, Administration publique, PME

Q. Dans quelles langues eCustomerService est-il disponible ?

Langues dans lesquelles eCustomerService est disponible :

anglais

Q. Quels sont les types de licence disponibles pour eCustomerService ?

Types de licences disponibles pour eCustomerService:

Abonnement

Q. eCustomerService prend-il en charge les appareils mobiles ?

Nous n'avons pas d'informations sur les appareils pris en charge par eCustomerService.

Q. Avec quelles applications eCustomerService peut-il s'intégrer ?

Nous n'avons pas d'informations sur les intégrations offertes par eCustomerService.

Q. Quelles sont les ressources d'aide disponibles pour eCustomerService ?

Ressources d'aide disponibles pour eCustomerService :

FAQ, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo