eCustomerService

Cloud-Kundendienst-Software für zufriedene Kunden

Eine Bewertung schreiben

eCustomerService Übersicht

Was ist eCustomerService?

Giva wurde 1999 gegründet und baut erfolgreiche Kundenbeziehungen auf, während es gleichzeitig dazu beiträgt, die Treue und den Umsatz zu steigern. Die Software ermöglicht jedem Unternehmen, zuverlässiger, flexibler und skalierbarer zu sein. Die Berichte und Dashboards unterstützen dich dabei, Maßnahmen zu ergreifen, um die Kundenbindung und -zufriedenheit zu erhöhen. Mit Giva werden Kundeninteraktionen zu langfristigen Beziehungen, Kosten werden gesenkt und die Produktivität wird gesteigert.

Mit dem eCustomerService können Agenten alle ihre Kundendienstanfragen und ihre gesamte Kommunikation an einem einzigen Ort verwalten. Das zentrale Dashboard ermöglicht die Überwachung aller Aktivitäten in Echtzeit, um sicherzustellen, dass keine Anforderungen übersehen werden. Agenten können das Dashboard mit den vorkonfigurierten Diagrammen und Diagrammen anpassen, um Reaktionsfähigkeit, Kundenzufriedenheit und Teamproduktivität zu verfolgen.

Der eCustomerService bietet ein intuitives, nutzerfreundliches Design, das in nur wenigen Tagen implementiert werden kann und nur eine Stunde Schulung für Agenten und keine Schulung für Kunden erfordert. Die robusten, schnellen und problemlosen Berichte/Analysen/KPIs messen die Teamproduktivität, Reaktionsfähigkeit und Kundenzufriedenheit und führen zu einer schnelleren und hochwertigeren Entscheidungsfindung. Anpassung und Konfiguration erfolgen vollständig per Point and Click, ohne dass Programmierkenntnisse oder Berater erforderlich sind, um wesentlich niedrigere Gesamtbetriebskosten zu erzielen.

Das für Mobilgeräte optimierte Giva ermöglicht es dir, offene Fälle anzuzeigen, zu verwalten und zu priorisieren sowie die für die jeweiligen Fälle geleistete Zeit von unterwegs über mobile Geräte oder Tablet-Geräte nachzuverfolgen. Die mobile Giva-Anwendung ist HIPAA-konform und vollständig browserbasiert – du musst nichts herunterladen oder installieren.

Die HIPAA-konforme Verschlüsselung stellt sicher, dass alle vertraulichen Gesundheits- und Krankenakten sicher verwaltet werden. Giva bietet allen Kunden die zusätzliche Sicherheit der HIPAA-Konformität – ohne Zusatzkosten.

Die Cloud-Anwendung für den Kundenservice von Giva wurde entwickelt, um das Fallmanagement durch die Organisation und Priorisierung von Tickets zu rationalisieren und die Kundenzufriedenheit, die Leistung der Agenten und die Teamproduktivität von einem zentralen Standort aus zu messen. Das Giva-Dashboard bietet farbige Diagramme und Kennzahlen in Echtzeit, um alle Kundenaktivitäten genau zu überwachen und sicherzustellen, dass keine Anfragen oder Probleme übersehen werden. Giva bietet Tools, mit denen du die wichtigsten Probleme zuerst angehen und alle Gespräche über eine einzige einheitliche App verwalten kannst.

Das Selbstbedienungsportal des eCustomerService kann an das Branding des Unternehmens angepasst werden und ermöglicht es Kunden und Mitarbeitern, in der Wissensdatenbank nach Lösungen zu suchen oder Serviceanfrage-Tickets zu erstellen. Die Lösung kann vollständig konfiguriert werden, um Servicedesk-Öffnungszeiten, Service Level Agreements (SLAs) und mehr widerzuspiegeln.

eCustomerService Übersicht

Kosten

Beginnt ab
29,00 $/Monat

Preisoptionen

Gratis Testen
Abonnement

eCustomerService Funktionen

Geräte
Unternehmensgröße
K M G
Märkte
Vereinigte Staaten von Amerika, Kanada, Vereinigtes Königreich, Australien, China und 5 weitere , Indien, Japan, Deutschland, Brasilien, Mexiko
Unterstützte Sprachen
Englisch

Medien

Dashboard for real-time Metrics and Key Performance Indicators. The dashboard can be customized by adding, removing, and resizing the data cards.
Creating a new Case. Enter a subject to document the issue. Searches can be performed using this text to find solutions in knowledgebase & closed tickets.
Root Cause Trends Report-Understand root causes to make systemic changes to reduce call volume and increase customer satisfaction.
Time to Open & Close Tickets Report-Measure elapsed time to open and time to close tickets to measure agent productivity and performance. A range of reports can be generated to provide insight into number of requests and agent performance
Nature of Requests Trends Report-Mouse over anywhere on charts to obtain details on areas of concern. Drill down to the ticket level. Reporting on request trends allows users to identify which systems are being most affected.
eCustomerService Screenshot: Dashboard for real-time Metrics and Key Performance Indicators. The dashboard can be customized by adding, removing, and resizing the data cards. eCustomerService Screenshot: Creating a new Case. Enter a subject to document the issue. Searches can be performed using this text to find solutions in knowledgebase & closed tickets. eCustomerService Screenshot: Root Cause Trends Report-Understand root causes to make systemic changes to reduce call volume and increase customer satisfaction. eCustomerService Screenshot: Time to Open & Close Tickets Report-Measure elapsed time to open and time to close tickets to measure agent productivity and performance. A range of reports can be generated to provide insight into number of requests and agent performance eCustomerService Screenshot: Nature of Requests Trends Report-Mouse over anywhere on charts to obtain details on areas of concern. Drill down to the ticket level. Reporting on request trends allows users to identify which systems are being most affected.

eCustomerService Bewertungen

eCustomerService Bewertungen

Gesamtbewertung
0
/
5
Ausgezeichnet
30

Sehr gut
5

Durchschnitt
0

Gering
0

Schlecht
0

Preis-Leistungs-Verhältnis
0
Funktionen
0
Bedienkomfort
0
Kundenbetreuung
0
100% haben diese Anwendung empfohlen
Elaine tanner W.

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

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.


Mit Google übersetzen
James F.

50% Increase in My Productivity & Giva is 70% faster than KACE, Spiceworks, AutoTask-Less...

I like the home page dashboard where I can add as many widgets as desired and resize them all to my liking I’ve not seen a software in the cloud with that function at Giva’s value orientated price point. The Dashboard has helped me increase my productivity by about 50%. The case/ticket Macro and Auto Close features will enable us to quickly effect many changes to speed resolution and increase customer satisfaction. The Scheduled Tasks features will help us unify maintenance and checks ups and serve as a way to never forget deadlines.


Mit Google übersetzen
Verifizierter Rezensent

IT/Ecomm Management

Overall, it helps ease and improve work process and issue management to increase functionality and resolve issues faster.


Mit Google übersetzen
Angel S.

BIG increase in customer satisfaction, rolled out self-service portal to 900 people over...

We evaluated ZenDesk, Salesforce.com, Freshdesk and Zoho before deciding on Giva. Giva was the only vendor that met all of our function requirements and it’s also the easiest to use. We never heard of Giva before, but we were very impressed when we did a deep dive and thorough 30-day trial. We did not even have to talk to a sales rep for the longest time since it was so easy to configure and get information from the web site. Giva is also much more fairly priced with a bundle of all modules which included all functionality. Other vendors carve up their products and try to extract extra money.

The Dashboards and reports are phenomenal. We can immerse ourselves in the data and quickly see key information and trends. We had some very big issues with onboarding new employees and customers due to our rapid growth. All of those pain points have gone away. I meet with our senior leadership on a regular basis and can now present real-time reports. We like the multiple independent service desk function and may deploy it to other departments like Customer Service and HR to get the same benefits that we’ve realized in IT.


Mit Google übersetzen
Ken B.

Excellent Dashboards and Reports; Fantastic Customer Service

We have been very successful in getting our employees to use the Giva self-help portal to help them quickly find solutions to their problems, and if they can’t, then they can easily open up a case online. Also, we use Giva for our off boarding and moves and the result is that it’s now much more smooth and efficient.

We love the drag and drop widgets on the Dashboard. Everybody has their own custom home page Dashboard so they can focus on what’s important to them. We also depend upon the email alerts which can be configured with business rules that delivers information to the right person and groups for escalation, if necessary.

It was easy to get up and running on Giva and it’s very scalable so as we expand Giva can meet our future features/functions and workflow requirements. There’s a lot of functionality in Giva that we do not use today, but we know we will grow into it in the future such as Macros, Autoclose, etc.

We are very happy with Giva and highly recommend it to our colleagues in healthcare and other security minded and demanding industries.


Mit Google übersetzen
Elaine tanner W.
Branche: Luxusgüter & Schmuck
Untern. Größe: 201-500 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

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

Täglich für 6-12 Monate genutzt
Bewertet am 11.6.2019
Quelle der Bewertung: 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.

Vorteile

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.

Nachteile

None...nothing to add or complain about.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

James F.
Branche: Krankenhausversorgung & Gesundheitswesen
Untern. Größe: 201-500 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

50% Increase in My Productivity & Giva is 70% faster than KACE, Spiceworks, AutoTask-Less Clicks

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 20.11.2020
Quelle der Bewertung: SoftwareAdvice

I like the home page dashboard where I can add as many widgets as desired and resize them all to my liking I’ve not seen a software in the cloud with that function at Giva’s value orientated price point. The Dashboard has helped me increase my productivity by about 50%. The case/ticket Macro and Auto Close features will enable us to quickly effect many changes to speed resolution and increase customer satisfaction. The Scheduled Tasks features will help us unify maintenance and checks ups and serve as a way to never forget deadlines.

Vorteile

Our experience with Giva has been exceptional. It is super easy to get up and running right “out of the box”. There is depth to the configuration options, but it’s presented in a way that’s incremental and easy to understand. We can do as much customization as desired to get initially started and then do more advanced options as we grow into them. Although there’s a library of video tutorials and training materials, I became highly productive with Giva after just 3 days without using any learning materials. In our past experience using other systems it’s taken us many weeks to become productive. We compared Giva to KACE 1000 by Quest, Spiceworks, AutoTask and others. Giva’s user interface is considerably more elegant, well designed and easy to look at all day.

Nachteile

Not anything negative for right now. It's been a great experience learning and using Giva.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Verifizierter Rezensent
Branche: Einzelhandel
Untern. Größe: 1.001-5.000 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

IT/Ecomm Management

Monatlich für 6-12 Monate genutzt
Bewertet am 25.4.2019
Quelle der Bewertung: Capterra

Overall, it helps ease and improve work process and issue management to increase functionality and resolve issues faster.

Vorteile

I can submit a ticket and it's severity level with a description so IT can funnel it to get fixed to the proper channels. It keeps communication between the entire team rather than one person working on the issue, and it eliminates duplicative work and patterns.

Nachteile

I can't see if/when someone else on my team issues a ticket that may be similar to something I am going to.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 8.0/10

Angel S.
Branche: Krankenhausversorgung & Gesundheitswesen
Untern. Größe: 501-1.000 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

BIG increase in customer satisfaction, rolled out self-service portal to 900 people over weekend

Täglich für 6-12 Monate genutzt
Bewertet am 2.5.2020
Quelle der Bewertung: Capterra

We evaluated ZenDesk, Salesforce.com, Freshdesk and Zoho before deciding on Giva. Giva was the only vendor that met all of our function requirements and it’s also the easiest to use. We never heard of Giva before, but we were very impressed when we did a deep dive and thorough 30-day trial. We did not even have to talk to a sales rep for the longest time since it was so easy to configure and get information from the web site. Giva is also much more fairly priced with a bundle of all modules which included all functionality. Other vendors carve up their products and try to extract extra money.

The Dashboards and reports are phenomenal. We can immerse ourselves in the data and quickly see key information and trends. We had some very big issues with onboarding new employees and customers due to our rapid growth. All of those pain points have gone away. I meet with our senior leadership on a regular basis and can now present real-time reports. We like the multiple independent service desk function and may deploy it to other departments like Customer Service and HR to get the same benefits that we’ve realized in IT.

Vorteile

Deploying Giva has been a monumental win for our IT organization. The ROI generated has been tremendous. Giva has given us operational transparency and allows our teams to better collaborate. The HIPAA compliant application is very user friendly which allowed us to quickly roll out the employee self-service portal to 900 people with limited training. The comprehensive library of free video tutorials allowed our folks to learn at their own pace and prepare for the transition. We shut down our old system on a Friday and went live with Giva on Monday without a glitch. One of the business results is that now we are earning a 4.8 rating (out of 5) on our customer satisfaction surveys from Giva. That has been a very big turnaround in the level of satisfaction and mostly attributable to our move to Giva.

Nachteile

It was very easy to get up and running on Giva and many other products were so more difficult. So, no "Cons" for GIva.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Ken B.
Branche: Krankenhausversorgung & Gesundheitswesen
Untern. Größe: 501-1.000 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

Excellent Dashboards and Reports; Fantastic Customer Service

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 6.3.2020
Quelle der Bewertung: Capterra

We have been very successful in getting our employees to use the Giva self-help portal to help them quickly find solutions to their problems, and if they can’t, then they can easily open up a case online. Also, we use Giva for our off boarding and moves and the result is that it’s now much more smooth and efficient.

We love the drag and drop widgets on the Dashboard. Everybody has their own custom home page Dashboard so they can focus on what’s important to them. We also depend upon the email alerts which can be configured with business rules that delivers information to the right person and groups for escalation, if necessary.

It was easy to get up and running on Giva and it’s very scalable so as we expand Giva can meet our future features/functions and workflow requirements. There’s a lot of functionality in Giva that we do not use today, but we know we will grow into it in the future such as Macros, Autoclose, etc.

We are very happy with Giva and highly recommend it to our colleagues in healthcare and other security minded and demanding industries.

Vorteile

Our business is in healthcare so we needed HIPAA compliance, excellent reports/dashboards and the system had to be easy and quick to deploy and use by our employees. We support 400 employees across 13 geographically dispersed substance abuse recovery centers and we are on a fast growth track to soon have 30 centers. Our IT and Facilities staff and 400 employees are very happy with Giva. Now we are hitting 100% of our service level agreement targets with approximately 800 cases per month. We are doing this with just a small team of IT and Facilities people using Giva. The metrics and analytics from Repots are fantastic and we present them to leadership twice per month so the entire organization is well appraised of the volume and complexity of our work and any hot issues.

We are using Giva’s multiple service desk function to segregate the work of two departments. IT and Facilities each have a separate and uniquely configured service desk so they can both focus on their cases and view relevant home page Dashboards and Reports. We were able to replace another Facilities software application with Giva and save more money. The Reports are super easy to run and provide excellent insights.

Nachteile

It does all we need it to do right now and we can grow into it as well.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Nutzerempfehlung
0/10
Basierend auf 35 Benutzerbewertungen
Vergleiche Nutzerempfehlungen mit Alternativen
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eCustomerService Preis

eCustomerService Preis

Beginnt ab
29,00 $/Monat
Gratis Testen
Abonnement
Preis-Leistungs-Verhältnis
0/5
Basierend auf 35 Benutzerbewertungen
Vergleiche das Preis-Leistungs-Verhältnis mit Alternativen
Mit Alternativen vergleichen

eCustomerService Funktionen

eCustomerService Funktionen

API
Aktivitäts-Dashboard
Automatische Benachrichtigungen
Berichterstattung und Statistik
CRM-Integration
Chat
E-Mail-Integration
Echtzeit-Analytik
Integration von Dritten
Kundenspezifisches Branding
Multi-Channel-Kommunikation
Self-Service Portal
Social-Media-Integration
Sofortnachrichten
Supportticket-Management
Umfragen & Feedback
Warnungen / Eskalation
Wissensbasis-Management
Workflow-Management
Überwachung
Funktionen
0/5
Basierend auf 35 Benutzerbewertungen
Vergleiche Funktionen mit Alternativen
Mit Alternativen vergleichen

Kategorien

eCustomerService Häufig gestellte Fragen

eCustomerService Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über eCustomerService.

F. Welche Preispläne bietet eCustomerService an?

eCustomerService bietet folgende Kostenpläne an:

Beginnt ab: 29,00 $/Monat

Preismodell: Abonnement

Gratis Testen: Verfügbar

F. Was sind die Hauptfunktionen von eCustomerService?

Wir haben keine Informationen über die Funktionen von eCustomerService

F. Wer sind die typischen Nutzer von eCustomerService?

eCustomerService hat die folgenden typischen Kunden:

Kleine Unternehmen, Großunternehmen, Öffentliche Verwaltung, Non-Profit, Mittlere Unternehmen

F: Welche Sprachen werden von eCustomerService unterstützt?

eCustomerService unterstützt die folgenden Sprachen:

Englisch

F. Welche Preispläne bietet eCustomerService an?

eCustomerService hat folgende Preismodelle:

Abonnement

F. Unterstützt eCustomerService mobile Geräte?

Wir haben keine Informationen darüber, welche Geräte eCustomerService unterstützt

F. Mit welchen anderen Applikationen integriert eCustomerService?

Wir haben keine Informationen darüber, welche Integrationen eCustomerService hat

F. Welche Varianten der Kundenbetreuung bietet eCustomerService an?

eCustomerService bietet folgende Optionen für Kundensupport:

Telefon-Support, Online-Support, Häufig gestellte Fragen, Wissensdatenbank, Video-Anleitungen