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Description de Giva
Giva établit des relations clients heureuses tout en équipant des clients internes ou externes. La solution permet à toute organisation d'être plus fiable, plus flexible et plus évolutive. Les rapports et les tableaux de bord aident à prendre des mesures appropriées pour accroître la rétention et la satisfaction des clients. Les contacts clients se transforment en relations durables tout en réduisant les coûts et en augmentant la productivité. Tous les modules sont dotés de fonctionnalités complètes dans une offre groupée simple et parfaite pour 3 à 25 agents.
Qui utilise Giva ?
Des start-up aux grandes entreprises, les clients font confiance à Giva pour répondre à leurs besoins en matière de support client et de centre d'assistance.
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Alternatives envisagées précédemment :
Giva Took Top Prize Over ZenDesk, Zoho Desk, FreshDesk and Sysaid. Easy to Use & Excellent Reports.
Commentaires : Because it is so intuitive, the self-help portal is used about 80% of the time to open issues and emails are sent approximately 20%. By integrating with Giva’s Single Sign On (SSO) function, our end users do not need username and password to login, so it's easy for them to quickly access. We have increased our customer satisfaction rating to 4.5 out of 5 from 2.0 out of 5 so that is over a 100% increase in customer satisfaction which is an amazing accomplishment. We used to have so many end user complaints, but now with Giva we are delivering exceptional customer satisfaction. The senior executive committee has seen the turn around and they're very pleased. The reporting analytics allows us to easily measure our respond and resolve times (i.e. SLA performance) as well as so many other key metrics. I only spend 1 hour or less each month to do all my report analytics for management, but with other products it use to take me about 4 hours. Now, I also have higher quality information. This is a tremendous savings and really helps increase my productivity.
Avantages :
I am the head of IT & ISEC at a company that develops, constructs, owns, and manages a portfolio of industrial, office and retail real estate property throughout the country of Mexico. Our portfolio consists of 236 industrial and 17 retail properties located in 20 cities in Mexico with approximately 3.2 million square meters of leasable area. We are a publicly traded company. Using Giva IT ticketing system, we have achieved outstanding business results. We now resolve our IT help tickets 60% to 70% faster because it’s easy to use and provides tools to help speed resolution. We now meet our service level agreements (SLAs) 95% of the time, but before Giva only 70% of the time. The Dashboards provide a real broad scope of what is happening with each ticket. We can quickly speak with department directors to get the proper people involved. My team’s productivity has also increased by approximately 50%. Giva helped us eliminate a lot of manual processes and gave us excellent tools and features to automate. We have been populating the knowledge base as we go to leverage solutions. The custom forms associated with each category helps us capture additional specific information for each request.
Inconvénients :
My team does not have any feedback or complaints.
Alternatives envisagées précédemment :
Great Business Partners
Commentaires : Excellent! Team is very helpful and responsive to questions.
Avantages :
“Giva's integration with OpenAI, aptly named "Giva Copilot," is helping the IT Service Desk and about 500 IT staff harness the power of artificial intelligence to enhance the efficiency and effectiveness of our healthcare organization. The integration significantly boosts productivity, allowing Agents and Managers to understand complex tickets more effectively, ultimately leading to increased customer satisfaction. By utilizing Microsoft Azure, Giva Copilot ensures that all customer data remains private and HIPAA compliant, offering a secure AI solution for sensitive environments like ours. Our Managers particularly like Giva Copilot's innovative ticket summary feature which simplifies the understanding of complex issues by generating concise summaries, which include customer sentiment and proposed next steps. The ease of use is evident as anybody can quickly generate these summaries with a simple click on the 'Summarize Ticket' button, making the integration very user-friendly.”
Inconvénients :
Not able to move tickets from one Service Desk to another and not able to copy NOR questionnaires.
IT/Ecomm Management
Commentaires : Overall, it helps ease and improve work process and issue management to increase functionality and resolve issues faster.
Avantages :
I can submit a ticket and it's severity level with a description so IT can funnel it to get fixed to the proper channels. It keeps communication between the entire team rather than one person working on the issue, and it eliminates duplicative work and patterns.
Inconvénients :
I can't see if/when someone else on my team issues a ticket that may be similar to something I am going to.
Highly Scalable IT Help Desk with Great AI & Outstanding Support
Commentaires : The user-friendly nature of Giva has been a significant advantage. New team members can quickly learn and master the system without extensive training. The customizable dashboards allow each user to tailor their view to their specific needs and preferences, enhancing individual productivity. Giva's impact on our overall productivity has been substantial. We estimate a 60-70% increase in productivity, saving approximately 20-30 hours per month that can now be dedicated to other critical tasks. This equates to nearly an extra week of productivity each month. The software's organizational features have been particularly helpful in prioritizing and managing tickets. Unlike email-based systems where requests can easily get lost, Giva provides a clear overview of all tickets, their severity, and status. This clarity has improved our response times and overall service delivery. Giva's robust reporting capabilities have also impressed us. We can now provide senior management with detailed reports on asset allocation and ticket status almost instantaneously, a process that previously required significant time and effort.
Avantages :
Over the past five years, Giva has become an indispensable asset for our organization, significantly enhancing our efficiency and productivity. As an IT Manager supporting two companies—a construction firm with 80 users and a property management company with 250-300 users—I've seen firsthand how Giva has streamlined our operations across multiple areas. One of the most impactful benefits we've experienced is in help desk management. Giva's intuitive interface allows us to effortlessly track, manage, and assign tickets to different agents across various departments such as IT, marketing, and accounting. This has enabled us to provide a high level of support for our users and keep tasks organized. The system's scalability has been crucial, seamlessly accommodating our growth from a small construction company to a much larger property management firm. Giva has revolutionized our asset management. Before implementing Giva, we had no systematic way of tracking our IT inventory. Now, every piece of equipment is tagged and entered into Giva before being assigned to an employee. This has given us unprecedented visibility into our assets, allowing us to quickly generate reports on equipment allocation, age, and specifications. When management requests information on a user's assigned equipment, we can provide accurate data 90% faster than before.
Inconvénients :
No negatives. We all love Giva and they keep adding new features every 3 weeks.
Replaced BMC Track-It! & Increased Customer Satisfaction 50% with Giva
Commentaires : The help desk team has been able to identify where additional end user training is required and they’re able to work through help desk tickets much more quickly. Previously, they were using BMC Track-It! and Giva is an enormous improvement in so many ways. With Giva, it is easier to create and track tickets, focus on VIPs, and automate workflows. They love Giva! It's very simple and easy to use. I don't think I can say that enough. In my department, using Giva, we have increased customer satisfaction by 50% because nothing is getting missed. We can respond faster and none of the requests ever fall through the cracks. My productivity has increased about 30%, because of the dashboard where I can see everything in one place and delegate tasks quickly. Giva helps us prioritize requests, and we can easily manage tasks that have to be done immediately and others that are long term projects. Giva tech support has been exceptional. The turnaround times are very fast. The SLA says 2 or 3 days, but they often answer my question within hours, so I am very happy about that.
Avantages :
Overall, I rate Giva an eight or nine on a scale of 1 to 10. They are an exceptional company! I work at a large law firm and manage the library/knowledge management department. We receive a steady flow of requests to do research. We’ve been using Giva for two years in three other departments as well: Information Technology, Facilities, and eDiscovery. Our IT Director did the research and selected Giva. The IT help desk team was busy, so I did the initial set-up for the 3 different service desks. It was very easy to get up and running. I've been through other software deployments, and they have been very painful. I love Giva’s step-by-step administration. We could start with the basic features and then do customizations as needed. The interface is very friendly and simple to use. I've never experienced an easier application to deploy. Giva people were also there anytime we needed assistance. We did LDAP and SSO integrations and they went smoothly.
Inconvénients :
There are not any aspects of Giva that we don't like right now. They keep on releasing new features almost every month.
