eCustomerService Pricing, Features, Reviews & Comparison of Alternatives

eCustomerService

Cloud customer service software to create happy customers

4.93/5 (14 reviews)

eCustomerService overview

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.

Pricing

Starting from
$29/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English
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 performanceeCustomerService 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

Excellent
13

Very good
1

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.9
  4.5
  5.0
  4.8
Elaine Tanner Watson

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

Used daily for 6-12 months
Reviewed 2019-06-11
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.

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Kristi Chittenden

Love the Giva dashboard! It makes my job so much easier.

Used daily for 2+ years
Reviewed 2019-06-17
Review Source: Capterra

Giva is very intuitive and I never get stuck like with other systems I used in the past. Giva is a breath of fresh air! It was easy to set up Giva since it came with the most commonly used defaults and it also had draft severity levels, etc. to allow us to quickly evaluate it. We use the self-service portal to manage 40 vendors and it’s helped us to more efficiently manage 3rd parties. Now we receive well documented cases since we configured Giva to ask different questions for each item in the self-service category menu. This eliminates a ton of back and forth with customers.

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Joe Galazzo

Excellent cloud customer service solution & it’s HIPAA compliant!

Used daily for 1-2 years
Reviewed 2019-04-04
Review Source: Capterra

Affordable, easy to use, tech support is excellent, Giva keeps on adding new features all the time with new releases each month. We have increased productivity by say about 70%. Now issues remain open less time and as a result our client satisfaction has increased by at least 50%. Giva has all the features and more to compete with Zendesk and Freshdesk , but it has a much more affordable price and better tech support.

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Shirley Walker

Worth its weight in “Gold”; saved two clients and increased productivity 20%

Used daily for less than 6 months
Reviewed 2019-05-15
Review Source: Capterra

Giva is an extraordinary value since it’s affordable, highly customizable and easy to get started. Giva allowed us to “shine a light” on all of our workflows and identify areas where improvement was necessary. This saved us from losing two clients so the ROI has been outstanding in just a short amount of time. The Giva customer service team is great; always very helpful and thorough. Just like the whole app, the reports are intuitive and we can keep drilling down to gain deeper insights and root cause.

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Karen Demerly

Easiest to use HIPAA compliant customer service software

Used daily for 6-12 months
Reviewed 2019-05-14
Review Source: Capterra

We can now collect and share patient health information securely with Giva using the self-service portal. This is a big benefit to support our affiliates. It’s nice that each person can have their own personal home page dashboard with little drag and drop cards from a library….very cool! New releases come about once per month and there’re never disruptive. It’s great to get a slow steady flow of enhancements packed with value. Giva listens to their customers like me for feedback.

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eCustomerService pricing

Starting from
$29/month
Pricing options
Free trial
Subscription
View Pricing Plans

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

eCustomerService features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customizable Branding
Email Integration
Knowledge Base
Monitoring
Multi-Channel Communication
Prioritizing
Real Time Monitoring
Reporting & Statistics
Surveys & Feedback
Third Party Integration
Ticket Management
Workflow Management

Instant Messaging (84 other apps)
Social Media Integration (72 other apps)

Additional information for eCustomerService

Key features of eCustomerService

  • Activity Dashboard
  • Automated Routing
  • Automated Rules & Workflows
  • Branded Self-Service Portal
  • Customer Engagement Center
  • HIPAA Compliant
  • Help Desk
  • Prioritization
  • Queue Management
  • Real-Time Monitoring
  • SLA Management
  • Support Ticketing
View All Features

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.