Customer Service
in the Cloud

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Cloud Software Asia Pacific Regional Data Flags
All data stored only in Sydney & Singapore—No back-ups or copies of data stored in USA

 

Giva's Asia-Pacific Cloud Infrastructure
Asia Pacific Cloud Local Data
  • All cloud servers physically located in Sydney & Singapore with Amazon Web Services
  • Redundancy and disaster recovery to Singapore
  • All data stored only in Sydney & Singapore
  • No back-ups or copies of data stored in USA
  • High availability and responsiveness—cloud servers located close to customers in the Asia Pacific region
  • Customers can securely download data anytime
  • Increased security—data remains in the region
 

In today's era of concern about data security and privacy, Giva is committed to the Asia Pacific region by providing servers physically located in the Asia Pacific region, hosting our Cloud Help Desk and Customer Service Suite with data centres in Sydney, Australia and Singapore. This approach also provides redundancy and back-up to give our customers disaster recovery protection and even more peace of mind.

Giva's hosting architecture meets even the strictest compliance requirements for many large government, healthcare, financial, insurance and high-security-minded organisations that want to move to the cloud, but do not want their data in the USA. Now with Giva, customer data is stored in closer proximity to where it is being used, which not only helps maintain very high application responsiveness, but also increases data security in the cloud. Customers can securely access and download their data without any restriction at any time.

 

Security Certifications

  • Payment Card Industry (PCI) Data Security Standard (DSS)
  • Information Security Registered Assessors Program (IRAP)- Australia
  • Multi-Tier Cloud Security (MTCS) - Singapore
  • Service Organisation Controls 1 (SOC 1), Type II report
  • Service Organisation Controls 2 (SOC 2), Type II report
  • Service Organisation Controls 3 (SOC 3) report
  • ISO 9001:2008
  • ISO 27001
  • ISO/IEC 27018
  • NIST 800-171

 

The Giva Difference: Deploy in Days/Train in 1 Hour; Robust, Fast & Painless Reporting for Higher Quality Decision Making; Highly Customisable Without Programming or Consultants
Giva Service Management Suite Service Management Suite
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Best Customer Service / Call Centre Cloud Software – Giva's Top Features and Benefits

Best Customer Service / Call Center Cloud Software

Best Cloud Customer Service Software - Giva Top Features and Benefits

Since 1999, Giva has been creating the most intuitive and easy to use customer service ticketing system. Your team will be able to create cases fast–in just two "clicks"! With our real-time dashboards, robust reporting and intuitiveness, it's no wonder that Giva constantly beats products like Salesforce.com® Service Cloud, ZenDesk®, Desk.com®, SugarCRM®, ManageEngine® SupportCenter Plus, FrontRange HEAT®, and BMC® FootPrints™ in head-to-head competition and in customer service software reviews.

Best-in-class Customer Service Reports

Quickly answering the phones or responding to emails from your customers is only one aspect of providing superior support. To truly help your customers, you have to be able to determine "why" they are calling. You need to identify ways to reduce call volume and glean other key insights that can help reduce call time, increase first call resolution and increase customer satisfaction. Giva reports get extraordinarily high marks from our customers. Our reports are designed by award winning Help Desk Institute (HDI) customer service practitioners. Instead of offering hundreds of report options, Giva's done the heavy lifting in report design/building so you can pick from a list of templates and instantly get actionable information with little effort. There is no need to learn Crystal Reports or any other reporting package. Giva has built our own reporting engine which is vastly easier to learn and use than other customer service applications. After your first click, you have KPIs, charts and metrics, and with another click can name, share or download the report. If desired, you can also quickly build your own reports from scratch with our report builder templates.
Best-in-class Customer Service Reports
Customer Service Software Easy to Customise and Configure

Easy to Customise and Configure

Your customer service system has to be flexible and adapt to the way you run your organisation. Customisable customer service applications are great, but if they are not easy to use and maintain, then they will cost a lot of time and money over the long run. With Giva, you can define business rules and customise the workflow based upon how your organisation works. Giva's built for small, medium and large organisations. For example, a five person department can be up and running on Giva in just hours or a call centre with a hundred customer service agents can start using Giva in just days. Also, multiple independent service desks to be used by human resources, operations, information technology, etc. where each service desk can be uniquely customised with strong role based administration. Giva's focus is to make sure that our customer service support software is always easy to set-up and maintain.

Simple & Elegant Cloud Customer Service Software – Intuitive & Easy-to-Use

No, we're not Apple Computer, but our customers swear we were picked from the same tree. We have legions of designers that nitpick interface details down to the pixel level for the benefit of our customer service application. The brightest Silicon Valley software industry usability experts and interface designers mull over the look and feel of Giva's customer service ticketing system with every new release. Yes, our teams have legendary fights, but all this obsessive gnashing yields customer service software that is so simply elegant. If this was easy work, then all customer service software would look like Giva. Our customers give us a constant flow of kudos that sustains our high bar and it fuels Giva to continue to obsess over every detail to give you an unparalleled experience.

Seamlessly Integrated Customer Service, Knowledge Base and Asset Management

Giva's customer service application integrates with a knowledge base application, which allows you to very easily create and maintain knowledge articles/solutions and an FAQ, helping agents to quickly find solutions to issues, and providing self-help capability for your customers. Giva also offers asset management which tightly integrates with the case management system. This is to manage your installed base of products such as medical devices, software products, etc., including warranty and service entitlements. Assets and cases can easily be linked to change requests, which allow for better tracking, faster resolution and helpful root cause reporting.

Best Customer Service Dashboard

Giva provides a truly illuminating customer service dashboard. No matter what the size of your customer service team, they need to quickly identify issues that require immediate attention. That's why we have spent so much time designing a truly extraordinary dashboard with the help of many successful VP's of customer service and customer service managers. The Giva customer service dashboard shows only what is important and needs action and not any more or less information. This keeps customer service and other groups like order processing, repair, sales, billing, etc. extremely focused on the most urgent issues. With Giva, nothing will ever again "fall through the cracks"; we give your customer service team and whole organisation a laser like focus.
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Service Level Agreements & Case Escalations

One of the most important aspects of a customer service is making sure your customers' issues are being solved quickly and efficiently. Service level agreements (SLAs) with automated escalations insure that cases are resolved by a severity level based upon your customer's urgency. Using an intuitive colour coded system on the dashboard, you can quickly view which customer service cases are under, just under or over your defined service level agreements. If a customer support case breaches the service level agreement, our automated escalation rules engine notifies the most appropriate people or teams so the issue is never overlooked.

Cloud Customer Service Software that Converts Emails To Cases

Quickly responding to emails from your customers is a critical part of every customer service organisation. Giva streamlines this workflow by automatically and quickly processing incoming emails and converting them directly into new cases or updating existing cases. File attachments and screen shots in emails are also processed and become part of the customer service case. No more tedious cutting and pasting from emails to your customer service program.

Self-Help Reduces Calls & Increases Customer Satisfaction

One of the most effective ways organisations can reduce call volume is to provide their customers with a 24x7 self-help portal. When you use Giva's knowledgebase, customers can search and resolve problems when convenient for them. Customers can also view, create or updates cases and browse knowledge articles using a Google like interface that is simple and requires no training.

Stellar Giva Technical Support

You have a strong commitment to your customers and your customer service software vendor should be just as committed to you. Giva provides contractually committed respond and resolve service level agreements (SLAs) for technical support to all of our customers at no additional charge. Furthermore, we take great pride servicing our customers and earning high ratings from the customer satisfaction surveys that are sent out after each of your requests is closed to your satisfaction. Outstanding customer service is an important part of our company culture. Your voice is important to us for new product features and enhancements. We survey our customers on a regular basis to listen to your changing needs. Since 1999, our customers have been helping us make Giva a better and better product with every new release.