Increase Your ROI by Using Agile Customer Service Software

Increase Your ROI by Using Agile Customer Service Software

In most businesses, customer service (CS) has long been considered a cost centre, or a department which provides no direct profit to organisations. This is due to the fact that while operational metrics are easy to calculate and are well defined, it is difficult to accurately calculate CS return on Investment (ROI). It factors in many abstract and intangible elements which change based on the organisation's nature.

However, a report on ROI of Customer Service and Customer Experience reveals that CS should not be classified as a cost centre because the proper use of the right software can increase a business's ROI. Agile CS software, such as Giva's eCustomerService can achieve this by:

  1. Increasing first contact resolution (FCR) to decrease contact centre costs
    This allows organisations to minimise their customer support expenses by lowering the number of follow-up calls, emails and messages.

  2. Improving employee productivity by empowering them to decrease their average handle time (AHT)
    Fast and agile CS software allows agents to seamlessly move through the necessary operations and reduce their AHT and support costs.

  3. Reducing agent related support by developing useful self-service options
    Well-integrated knowledge bases such as FAQs drive efficiency and help decrease incoming calls and accelerate ticket resolution.

  4. Minimising agent training
    The simplicity of software such as Giva's eCustomerService make on-boarding CS employees fast and easy and allows them to stay up to date with new changes and updates real-time.

    Not only does deploying Agile software improve efficiency, but it also makes generating a revenue possible. Empowering an organisation's staff through flexible and reliable CS software plays a key role in improving the business's FCR, AHT and other efficiency metrics. Additionally, it increases a customer's spending in an establishment, cements customer loyalty and makes expanding a customer base more feasible. Customer service is not only a way of making customers happy, rather it indirectly functions as a marketing scheme through word of mouth.

Client Success

MetroHealth System Logo
  • 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
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • 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
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 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
  • 50% increase in productivity by using Giva's integrated custom forms