Giva is more of a business partner than just a
software vendor and is an expert on customer service "best practises." We work jointly with them to collaborate and understand the requirements of our customers and prepare demonstrations and proofs of concept to solve business problems. Since we provide outsourced call centre services, our customers expect a lot of personal attention. Giva provides us with expertise, and outstanding service and support, which helps us keep our customers very satisfied.
We have call centre partners all over the world that enable us to share call volume. Any of our customer support agents can log into Giva's SaaS based Cloud Computing platform from anywhere in the world and access the call centre software. In addition, client personnel can log into Giva's application and handle calls that are escalated to them and monitor our work using Giva's Dashboards, Charts and Metrics. They can also run customised reports of their own design, which saves them money and us labour hours.
Our clients are not only very satisfied with our service because of Giva, but Giva's product line, knowledge and expertise have also enabled us to significantly differentiate our service offering from our competitors, resulting in winning more outsourcing contracts.
One of the reasons we chose to partner with Giva was the fact that their SaaS customer service software is very customisable—even more customisable than software costing orders of magnitude more. Giva can meet a wide range of customer service and call centre software requirements, including small, medium and large clients. Since 2007, we have engaged with dozens of customers and have always been able to customise Giva's applications to meet the customer needs. Further, it is easy and fast to train our agents and customers to use Giva since the interface and general customisation is very intuitive. Giva's call centre software allows us to serve more customers on a common platform, which ultimately reduces costs and simplifies our operations.
Giva has a strong track record of continued R&D investments in their Cloud Computing SaaS product line as we have seen major upgrades since 2007. Also, our experience with Giva's own customer service and technical support has been exceptional.
Another unique and beneficial characteristic of Giva's expertise and customer support is that they monitor our configuration and customisation of their software, and they provide proactive advice and guidance on how to better utilise its features and capabilities. No other software vendors provide this value added service. We have an excellent business partnership with Giva.