Giva Blog Categories : Insights For Customer Service Leaders

How to Improve Your Business's Digital Transformation

How to Improve Your Businesss Digital Transformation

The increasing demand for digital transformations across all sectors has made it extremely difficult for organisations to continue to follow traditional business strategies. Fundamental shifts in the way customers deal with vendors have occurred and businesses are realising the need to adapt accordingly to function correctly. When implementing a digital transformation, the following areas of a business should be prioritised and improved:

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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.

4 Effective Ways to Balance Data Security and Customer Service

4 Effective Ways to Balance Data Security and Customer Service

Customer service (CS) and data security are two equally important aspects of any successful organisation. While a great customer experience (CX) will bring in more foot traffic, no amount of "wow" experiences and smiles will restore a customer's trust in your security capabilities once it is broken. This brings about the difficult discussion of choosing between prioritising CS or data security. But while many mistakenly believe that one must be compromised for the sake of the other, the reality is quite different. Organisations should consider data security to be a part of their CS and find a way to reach a solid middle ground in both areas. Good CS and strong data security are not mutually exclusive so long as an optimum balance is achieved between the two.

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5 Tips for Excellent Healthcare Customer Service

Excellent Healthcare Customer Service

While the core elements of excellent customer service are generally the same, there are stark differences in the way it is managed within the healthcare industry and outside of it. Customers typically do not want to visit their medical practitioner or the hospital; but when they have no choice their nerves can quickly be worked into a frenzy. Consequently, healthcare entities should go the extra mile in providing their patients with exceptional customer service. Below is a list of 5 tips that can enhance customer service strategies among healthcare entities:

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6 Features of an Outstanding Help Desk

Best Help Desk Features

As a service provider, you use your help desk to assist end users with their problems. However, if the software you deploy lacks vital features, it will become quite difficult for you to keep your customers satisfied. Below is a list of components that will make your help desk software and systems outstanding:

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6 Key Benefits of a Knowledge Management System (KMS)

Benefits of Knowledge Management Software

Knowledge Management Systems (KMS) are information systems used by businesses to share, store, regulate and maintain organisational knowledge. They are used to assist employees in retrieving, understanding and implementing the stored information. Users can also input their own knowledge to enable colleagues in the organisation to benefit from it. This helps in building effective work teams and creating more productive and efficient organisations.

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Activity Based Working - An Improved Approach to Collaboration

Activity Based Workplace & Collaboration

If your company does not have the dynamic work environment you desire, consider a total restructuring of your work space. The technological boom has allowed for many new approaches to business, and one of these approaches calls for moving away from cubicles and working together in communal spaces. This methodology cultivates collaboration and productivity within your work space by creating a more social approach to "work." NEC Australia has invested into this approach, recently moving from their headquarters in Melbourne. The Melbourne headquarters was home to hundreds of cubicles and an individualistic work environment. Their new office is constructed with an emphasis on communal work spaces. They hope these spaces will nurture higher levels of collaboration and generate a more jubilant work environment.

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LinkedIn Hacking: Four Years Later

LinkedIn 2012 Hack

A major company fell victim to a hacking four years ago, yet is still suffering the repercussions. LinkedIn experienced a breach in 2012, but on 18 May, 2016 additional information was leaked online. The initial report in 2012 stated that the information of 6.5 million users had been breached, but the actual number is approximately 100 million users. This larger number was discovered only two months ago when the information was finally leaked online.

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CIO Summit Coming to Sydney, Melbourne

CIO Summit 2016

The CIO Summit is coming to two more locations following the recent successful event in Perth. This informational convention focuses on various business and IT trends, strategies, and issues geared towards CIO's, CTO's IT Directors, Sr. IT executives, IT managers and other senior business executives. Attendees will not only have the opportunity to learn from other peers through open dialogue, but will discover brand new insights and future projections from IT professionals. Here you can find the itinerary detailing the various discussions.

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Addressing Amazon Web Services Privacy Concerns for Australia

Amazon Web Services Privacy Concerns

Amazon Web Services (AWS) is a suite of cloud computing services that many organisations, ranging from governmental institutions to Fortune 500 companies, use to store and manage data. In 2012, Amazon established an AWS program in Australia, but people have raised privacy and security concerns over the use of AWS in Australia.

For Australian organisations contemplating using AWS, it is important to differentiate the responsibilities that the client assumes and those that Amazon agrees to assume.

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