eCustomerService

Cloud customer service software to create happy customers

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eCustomerService Overview

What is eCustomerService?

Founded in 1999, Giva builds happy customer relationships while helping to grow loyalty and revenue. We enable any organization to be more reliable, flexible, and scalable. Our reports and dashboards help you take action to increase customer retention and satisfaction. With Giva, customer interactions turn into lasting relationships while lowering costs and increasing productivity.

With eCustomerService, agents can manage all of their customer service requests and communication in a single place. The centralized dashboard enables the monitoring of all activity in real-time to ensure that no requests are missed or overlooked. Agents can customize the dashboard with the pre-configured graphs and charts to track responsiveness, customer satisfaction, and team productivity.

eCustomerService delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training for agents and no training for customers. Giva's robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership.

Optimized for mobile, Giva allows you to view, manage and prioritize open cases, as well as track time worked on cases while on the go via mobile or tablet devices. The Giva mobile application is HIPAA-compliant and fully browser-based, so there's no need to download or install anything.

HIPAA-compliant encryption-at-rest ensures all sensitive health and medical record data is managed safely and securely. Giva provides all customers with the extra security and peace of mind of HIPAA compliance at no additional cost.

Giva’s cloud customer service app is designed to streamline case management by organizing and prioritizing tickets, plus measuring customer satisfaction, agent performance and team productivity from a central location. The Giva dashboard provides real-time colorful charts and metrics, to help monitor all customer activity closely to ensure no request or issue is ever overlooked. Giva offers tools to help you address the most critical issues first and manage all conversations through a single unified app.

The self-service portal of eCustomerService can be customized to match company branding, and allows customers and employees to search for solutions in the knowledge base or create service request tickets. The solution can be fully configured to reflect service desk opening hours, service level agreements (SLAs), and more.

eCustomerService Overview

Pricing

Starting from
$29.00/month

Pricing options

Free Trial
Subscription

Team: $29/month
Business: $39/month
Professional: $69/month


eCustomerService Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
English

Media

Dashboard for real-time Metrics and Key Performance Indicators. The dashboard can be customized by adding, removing, and resizing the data cards.
Creating a new Case. Enter a subject to document the issue. Searches can be performed using this text to find solutions in knowledgebase & closed tickets.
Root Cause Trends Report-Understand root causes to make systemic changes to reduce call volume and increase customer satisfaction.
Time to Open & Close Tickets Report-Measure elapsed time to open and time to close tickets to measure agent productivity and performance. A range of reports can be generated to provide insight into number of requests and agent performance
Nature of Requests Trends Report-Mouse over anywhere on charts to obtain details on areas of concern. Drill down to the ticket level. Reporting on request trends allows users to identify which systems are being most affected.
eCustomerService screenshot: Dashboard for real-time Metrics and Key Performance Indicators. The dashboard can be customized by adding, removing, and resizing the data cards. eCustomerService screenshot: Creating a new Case. Enter a subject to document the issue. Searches can be performed using this text to find solutions in knowledgebase & closed tickets. eCustomerService screenshot: Root Cause Trends Report-Understand root causes to make systemic changes to reduce call volume and increase customer satisfaction. eCustomerService screenshot: Time to Open & Close Tickets Report-Measure elapsed time to open and time to close tickets to measure agent productivity and performance. A range of reports can be generated to provide insight into number of requests and agent performance eCustomerService screenshot: Nature of Requests Trends Report-Mouse over anywhere on charts to obtain details on areas of concern. Drill down to the ticket level. Reporting on request trends allows users to identify which systems are being most affected.

eCustomerService Reviews

eCustomerService Reviews

Overall rating
0
/
5
Excellent
30

Very good
5

Average
0

Poor
0

Terrible
0

Value for Money
0
Features
0
Ease of Use
0
Customer Support
0
100% recommended this app
Elaine tanner W.

Giva helped revamp our B2B repair operation workflow & significantly increased customer...

Giva helped us make internal changes to streamline our operations and increase efficiency. With the Giva reports and dashboards, I can keep an eye on all the departments and see if we are all properly coordinating to get repairs done ASAP and machines shipped back to customers. Before Giva, I never had this visibility. Giva helped us focus on weak spots in make significant improvements in our workflows. Before using Giva, I could not easily measure the productivity of our repair operation. Now, I’ve got excellent tools to measure performance, productivity and customer satisfaction. Giva technical support is exceptional and we always get an immediate response with insights that help us to keep getting more out of the product.


James F.

50% Increase in My Productivity & Giva is 70% faster than KACE, Spiceworks, AutoTask-Less...

I like the home page dashboard where I can add as many widgets as desired and resize them all to my liking I’ve not seen a software in the cloud with that function at Giva’s value orientated price point. The Dashboard has helped me increase my productivity by about 50%. The case/ticket Macro and Auto Close features will enable us to quickly effect many changes to speed resolution and increase customer satisfaction. The Scheduled Tasks features will help us unify maintenance and checks ups and serve as a way to never forget deadlines.


Verified Reviewer

IT/Ecomm Management

Overall, it helps ease and improve work process and issue management to increase functionality and resolve issues faster.


Angel S.

BIG increase in customer satisfaction, rolled out self-service portal to 900 people over...

We evaluated ZenDesk, Salesforce.com, Freshdesk and Zoho before deciding on Giva. Giva was the only vendor that met all of our function requirements and it’s also the easiest to use. We never heard of Giva before, but we were very impressed when we did a deep dive and thorough 30-day trial. We did not even have to talk to a sales rep for the longest time since it was so easy to configure and get information from the web site. Giva is also much more fairly priced with a bundle of all modules which included all functionality. Other vendors carve up their products and try to extract extra money.

The Dashboards and reports are phenomenal. We can immerse ourselves in the data and quickly see key information and trends. We had some very big issues with onboarding new employees and customers due to our rapid growth. All of those pain points have gone away. I meet with our senior leadership on a regular basis and can now present real-time reports. We like the multiple independent service desk function and may deploy it to other departments like Customer Service and HR to get the same benefits that we’ve realized in IT.


Ken B.

Excellent Dashboards and Reports; Fantastic Customer Service

We have been very successful in getting our employees to use the Giva self-help portal to help them quickly find solutions to their problems, and if they can’t, then they can easily open up a case online. Also, we use Giva for our off boarding and moves and the result is that it’s now much more smooth and efficient.

We love the drag and drop widgets on the Dashboard. Everybody has their own custom home page Dashboard so they can focus on what’s important to them. We also depend upon the email alerts which can be configured with business rules that delivers information to the right person and groups for escalation, if necessary.

It was easy to get up and running on Giva and it’s very scalable so as we expand Giva can meet our future features/functions and workflow requirements. There’s a lot of functionality in Giva that we do not use today, but we know we will grow into it in the future such as Macros, Autoclose, etc.

We are very happy with Giva and highly recommend it to our colleagues in healthcare and other security minded and demanding industries.


Elaine tanner W.
Industry: Luxury Goods & Jewelry
Company size: 201-500 Employees

Giva helped revamp our B2B repair operation workflow & significantly increased customer satisfaction

Used Daily for 6-12 months
Reviewed on 11/06/2019
Review Source: Capterra

Giva helped us make internal changes to streamline our operations and increase efficiency. With the Giva reports and dashboards, I can keep an eye on all the departments and see if we are all properly coordinating to get repairs done ASAP and machines shipped back to customers. Before Giva, I never had this visibility. Giva helped us focus on weak spots in make significant improvements in our workflows. Before using Giva, I could not easily measure the productivity of our repair operation. Now, I’ve got excellent tools to measure performance, productivity and customer satisfaction. Giva technical support is exceptional and we always get an immediate response with insights that help us to keep getting more out of the product.

Pros

We’re using Giva to track our busy B2B repair operation since none of our internal systems could optimize this important process. Our customers ship us machines that are critical to their revenue generation so it’s important for us to minimize the time that we spend holding and repairing the machines. We use Giva to coordinate the intake, processing, repair and outbound shipment back to our customers. We’ve achieved exceptional results using Giva and significantly improved repair team productivity and customer satisfaction.

We know all the intricacies of repairing our machines, but we are not tech savvy with software. Giva was very easy to configure to our unique needs using its very intuitive administration. Our account manager provided hands-on assistance that sped the deployment and allowed us to fully vet Giva during our 30-day trial. It only took about 20 minutes to train our repair team on how to use Giva since it’s simple and very intuitive to use. Using Giva we architected our entire repair workflow to use mobile phone texting to keep our customers apprised of all stages of their repair. The major benefit is that it keeps them up to date in real-time so they do not have to call our facility for updates and they know exactly when they will receive their machines back.

Cons

None...nothing to add or complain about.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

James F.
Industry: Hospital & Health Care
Company size: 201-500 Employees

50% Increase in My Productivity & Giva is 70% faster than KACE, Spiceworks, AutoTask-Less Clicks

Used Daily for 2+ years
Reviewed on 20/11/2020
Review Source: SoftwareAdvice

I like the home page dashboard where I can add as many widgets as desired and resize them all to my liking I’ve not seen a software in the cloud with that function at Giva’s value orientated price point. The Dashboard has helped me increase my productivity by about 50%. The case/ticket Macro and Auto Close features will enable us to quickly effect many changes to speed resolution and increase customer satisfaction. The Scheduled Tasks features will help us unify maintenance and checks ups and serve as a way to never forget deadlines.

Pros

Our experience with Giva has been exceptional. It is super easy to get up and running right “out of the box”. There is depth to the configuration options, but it’s presented in a way that’s incremental and easy to understand. We can do as much customization as desired to get initially started and then do more advanced options as we grow into them. Although there’s a library of video tutorials and training materials, I became highly productive with Giva after just 3 days without using any learning materials. In our past experience using other systems it’s taken us many weeks to become productive. We compared Giva to KACE 1000 by Quest, Spiceworks, AutoTask and others. Giva’s user interface is considerably more elegant, well designed and easy to look at all day.

Cons

Not anything negative for right now. It's been a great experience learning and using Giva.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Retail
Company size: 1,001-5,000 Employees

IT/Ecomm Management

Used Monthly for 6-12 months
Reviewed on 25/04/2019
Review Source: Capterra

Overall, it helps ease and improve work process and issue management to increase functionality and resolve issues faster.

Pros

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.

Cons

I can't see if/when someone else on my team issues a ticket that may be similar to something I am going to.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Angel S.
Industry: Hospital & Health Care
Company size: 501-1,000 Employees

BIG increase in customer satisfaction, rolled out self-service portal to 900 people over weekend

Used Daily for 6-12 months
Reviewed on 02/05/2020
Review Source: Capterra

We evaluated ZenDesk, Salesforce.com, Freshdesk and Zoho before deciding on Giva. Giva was the only vendor that met all of our function requirements and it’s also the easiest to use. We never heard of Giva before, but we were very impressed when we did a deep dive and thorough 30-day trial. We did not even have to talk to a sales rep for the longest time since it was so easy to configure and get information from the web site. Giva is also much more fairly priced with a bundle of all modules which included all functionality. Other vendors carve up their products and try to extract extra money.

The Dashboards and reports are phenomenal. We can immerse ourselves in the data and quickly see key information and trends. We had some very big issues with onboarding new employees and customers due to our rapid growth. All of those pain points have gone away. I meet with our senior leadership on a regular basis and can now present real-time reports. We like the multiple independent service desk function and may deploy it to other departments like Customer Service and HR to get the same benefits that we’ve realized in IT.

Pros

Deploying Giva has been a monumental win for our IT organization. The ROI generated has been tremendous. Giva has given us operational transparency and allows our teams to better collaborate. The HIPAA compliant application is very user friendly which allowed us to quickly roll out the employee self-service portal to 900 people with limited training. The comprehensive library of free video tutorials allowed our folks to learn at their own pace and prepare for the transition. We shut down our old system on a Friday and went live with Giva on Monday without a glitch. One of the business results is that now we are earning a 4.8 rating (out of 5) on our customer satisfaction surveys from Giva. That has been a very big turnaround in the level of satisfaction and mostly attributable to our move to Giva.

Cons

It was very easy to get up and running on Giva and many other products were so more difficult. So, no "Cons" for GIva.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Ken B.
Industry: Hospital & Health Care
Company size: 501-1,000 Employees

Excellent Dashboards and Reports; Fantastic Customer Service

Used Daily for 1+ year
Reviewed on 06/03/2020
Review Source: Capterra

We have been very successful in getting our employees to use the Giva self-help portal to help them quickly find solutions to their problems, and if they can’t, then they can easily open up a case online. Also, we use Giva for our off boarding and moves and the result is that it’s now much more smooth and efficient.

We love the drag and drop widgets on the Dashboard. Everybody has their own custom home page Dashboard so they can focus on what’s important to them. We also depend upon the email alerts which can be configured with business rules that delivers information to the right person and groups for escalation, if necessary.

It was easy to get up and running on Giva and it’s very scalable so as we expand Giva can meet our future features/functions and workflow requirements. There’s a lot of functionality in Giva that we do not use today, but we know we will grow into it in the future such as Macros, Autoclose, etc.

We are very happy with Giva and highly recommend it to our colleagues in healthcare and other security minded and demanding industries.

Pros

Our business is in healthcare so we needed HIPAA compliance, excellent reports/dashboards and the system had to be easy and quick to deploy and use by our employees. We support 400 employees across 13 geographically dispersed substance abuse recovery centers and we are on a fast growth track to soon have 30 centers. Our IT and Facilities staff and 400 employees are very happy with Giva. Now we are hitting 100% of our service level agreement targets with approximately 800 cases per month. We are doing this with just a small team of IT and Facilities people using Giva. The metrics and analytics from Repots are fantastic and we present them to leadership twice per month so the entire organization is well appraised of the volume and complexity of our work and any hot issues.

We are using Giva’s multiple service desk function to segregate the work of two departments. IT and Facilities each have a separate and uniquely configured service desk so they can both focus on their cases and view relevant home page Dashboards and Reports. We were able to replace another Facilities software application with Giva and save more money. The Reports are super easy to run and provide excellent insights.

Cons

It does all we need it to do right now and we can grow into it as well.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
0/10
Based on 35 user ratings
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eCustomerService Pricing

eCustomerService Pricing

Starting from
$29.00/month
Free Trial
Subscription

Team: $29/month
Business: $39/month
Professional: $69/month

Team: $29/month
Business: $39/month
Professional: $69/month

Value for Money
0/5
Based on 35 user ratings
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eCustomerService Features

eCustomerService Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Analytics
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
0/5
Based on 35 user ratings
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Categories

Additional information for eCustomerService

Additional information for eCustomerService

Key features of eCustomerService

  • Alerts / Escalation
  • Automatic Customer Notices
  • Complaint Monitoring
  • Customer Database
  • Customer Experience Management
  • Knowledge Base
  • Self Service Portal
  • Surveys & Feedback
  • Work Order Management

Benefits

• Giva delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training.

• Robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Report templates allow users to create fully-customized reports in real time, and can be used to share multiple copies of reports with different filters.

• Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership.

• Giva’s dashboard supports colorful charts, metrics and analytics, providing complete visibility into critical issues and priorities. Everybody can quickly build their own personalized home page dashboard with widgets from a library by intuitive drag and drop capability.

• View, manage and prioritize tickets on the go using Giva’s HIPAA-compliant mobile app. There's no need to download or install anything as the mobile app is fully browser-based.

• Giva offers a highly customizable solution that can streamline processes with business rules and automated workflows according to the needs of your organization.

• Giva is a HIPAA-compliant solution, ensuring all sensitive medical records or healthcare data is managed safely and securely.

• The self-service portal allows customers to search FAQs/knowledge base, and create and modify their own tickets.

eCustomerService FAQs

eCustomerService FAQs

Below are some frequently asked questions for eCustomerService.

Q. What type of pricing plans does eCustomerService offer?

eCustomerService offers the following pricing plans:

Starting from: $29.00/month

Pricing model: Subscription

Free Trial: Available

Team: $29/month Business: $39/month Professional: $69/month

Q. What are the main features of eCustomerService?

eCustomerService offers the following features:

  • Alerts / Escalation
  • Automatic Customer Notices
  • Complaint Monitoring
  • Customer Database
  • Customer Experience Management
  • Knowledge Base
  • Self Service Portal
  • Surveys & Feedback
  • Work Order Management

Q. Who are the typical users of eCustomerService?

eCustomerService has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Mid Size Business

Q. What languages does eCustomerService support?

eCustomerService supports the following languages:

English

Q. What type of pricing plans does eCustomerService offer?

eCustomerService has the following pricing plans:

Subscription

Q. Does eCustomerService support mobile devices?

We do not have any information about what devices eCustomerService supports

Q. What other apps does eCustomerService integrate with?

We do not have any information about what integrations eCustomerService has

Q. What level of support does eCustomerService offer?

eCustomerService offers the following support options:

Phone Support, Online Support, FAQs, Knowledge Base, Video Tutorials