Many vendors describe their products as, "easy-to-use". Giva is quite different; my agents describe Giva as actually a "pleasure-to-use." When our phones are ringing nonstop and we are short staffed, it is at these times that Giva's speed, intuitive design and out-standing usability are most evident. From our first hand experience, we think Giva is the "Apple Computer" of cloud customer service applications.
With Giva, we have reduced the amount of time that it takes to open a case by about 50%. This is an extraordinary result! Giva only requires less than one minute on average to open up a case and enter all the required information according to our standard protocol. With Salesforce.com, it would often take over three minutes to open a case. With Giva, there is only one highly functional and intuitively designed screen to work in. The screen has a number of tabs where functions and workflow can be highly customised.
Since it now takes 50% less time to open a case, our agent productivity has almost effectively doubled when the call queue is full and the phones are busy ringing. It is also over 50% easier to navigate and search in Giva to find case details after the case is opened. Now all of our agents create cases in real-time while speaking with physicians/staff instead of scribbling notes on paper and creating the case after the call is completed. Physicians will often not stay with us on a call if it takes too long to create the case as they are taking care of patients in emergency rooms where life and death is at stake.
Our sales organisation has much lower expectations for application responsiveness/speed than customer service. Our customer service agents have to speak with physicians while opening a case and think fast, take notes and perform searches all at the same time. With Salesforce.com, we were hindered by waiting for pages to load or for search results. This tremendously decreased our productivity and increased call time.
With Giva, I have earned a lot of accolades from my team for selecting an outstanding product. The Giva application is over 100% more responsive and faster as compared to Salesforce.com. Our agents are extremely happy with Giva. With Salesforce.com, our agents were always complaining about the slow page loads and high number of screens to click through to open a case. The poor application responsiveness was relatively constant throughout the day. It was even slow early in the morning and late in the evenings.
Giva has a much easier company/contact work flow than Salesforce.com. With Salesforce.com, it required over two and a half minutes to add a new company and/or contact. With Giva, the time has been reduced by over 75%. We can now move through calls faster and thereby increase customer satisfaction with shorter and more focused calls.
The Giva knowledgebase is easy to use, very functional and night and day when compared to Salesforce.com's knowledgebase module. With Giva, we can quickly create knowledge records by entering only minimal information which is immediately indexed and searchable after submitted as "hot knowledge." New knowledge articles can be quickly reviewed, challenged and approved through a simple work flow process that allows the proposer and approver(s) to have email dialogue to resolve questions before the article is published. The entire process of generating and approving knowledge is 80% easier in Giva. We can put all of our expertise in one place that is accessible anywhere by all our agents which are spread out geographically.
The Giva Tsunami Ticket™ significantly increases our productivity. It allows my team to see all the urgent cases at each customer site and link related cases of major issues and thereby manage a large number of cases as a single case. It is difficult for our agents to communicate in real-time since they sit at a number of different buildings. When we use the Tsunami Ticket, we are all kept synchronised on current hot issues. We can see the major issues affecting customer right in front of us.
The scrolling marquee message at the top of the application also keeps us synchronised with critical information or major issues. Agents cannot miss this information and they are always well prepared and never blind sighted by customers. The marquee allows us to quickly communicate very essential information to all of our agents in real-time. This is an outstanding way to keep our agents proactively updated with a continuous flow in critical information. The Giva Tsunami Ticket and the Marquee message together have helped us increase productivity by over one third.