Who Uses This Software?

From start ups to large companies, customers trust Giva with their customer support or help desk needs.


Average Ratings

9 Reviews

  • 5 / 5
    Overall

  • 5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $29.00/month
  • Pricing Details
    $29/month Team $39/month Business $69/month Professional
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Giva
  • www.givainc.com
  • Founded 1999
  • United States

About eCustomerService

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. We offer all our modules with full functionality in a simple product bundle that's perfect for 3 to 25 agents.


eCustomerService Features

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

eCustomerService Reviews Recently Reviewed!


Affordable and easy to use HIPAA compliant help desk

Jun 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We needed to change to a HIPAA compliant helpdesk because our users needed to send PHI, at times. We selected, Giva which provides robust functionality and most importantly is HIPAA compliant.

We love Giva. It was easy to get up and running at and the technical support was excellent. We found Giva to be easy to work with and administer. The Reports and Dashboards are excellent. We got HIPAA compliance for a great price with great functionality. Giva is a 5 top rating.

Cons: Giva lacks the functionality to reply to a ticket directly through Outlook.Users are required to communicate via the portal

Vendor Response

by Giva on March 15, 2019

Giva tech support showed this customer how to configure the reply to a ticket function. It is just a checkbox.

Easy to use

Jul 11, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The configuration allows tailoring to specific needs. It is easy to track open tickets. A wide variety of reports are available. The support team is knowledgeable and eager to help. It allows us to streamline communication between customers and staff.

Cons: We would like the ability to search for tickets by keywords in the dashboard, but can use reports to search by keywords.

Vendor Response

by Giva on March 15, 2019

In the upper right hand side is a search box for this purpose. Two months after this feedback was reported, Giva increased the size of the search box so it is easier to spot.

HIPAA compliance for 40 sites at a great value. Better & less expensive than ZenDesk.

Jun 25, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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Pros: We are very happy with Giva. I have people on my team that never used a customer service system and they learned Giva very quickly. So much customization is possible. The dashboard is great for a numbers/metrics person like me. It's easy to drag/drop widgets and arrange my own home page. Overall , a much better product than ZenDesk and others we looked at. The tech support from Giva is excellent.

Cons: I never saw some very useful things under the Advanced area of the Administration section until tech support told me.

Overall: All of our support is initially done via routing emails into Giva to create requests. We are now much more responsive and have higher customer satisfaction by about 40%. We might implement the Giva self-service web form so customers can go to our web site and open requests. Giva has very frequent cloud releases so we keep getting new functions; wonderful value for our money.

Highly customizable & overall easy to use.

Sep 25, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ability to customize based off of business needs and user profiles. A lot of visibility in reporting to tickets and history. Forwarding rules & ticket generation rules are robust and highly adaptable to business.

Cons: The Ticket field requires a lot of scrolling down.

Vendor Response

by Giva on March 15, 2019

Since this review was written, Giva's made many enhancements to eliminate scrolling. Thanks for the feedback! Giva puts out a new release about every 3 weeks.

Easy to Implement and Use

Nov 03, 2016
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use and training of support staff. Integrated Knowledgebase.

Cons: You have to create reports to see closed calls as they are not simply on the menu.

Overall: We were literally up and running with the software after about 2 hours working with our sales representative. We tweaked a few things along the way and went live without any issues. Support is very responsive and they continue to update the product and add nice features regularly. As a manager who has implemented several service desks in the past, Giva was probably the fastest system I have taken from start to finish.

Recommendations to other buyers: Wish there was a field that was dedicated to requested due date that was not tied to the SLA.

Vendor Response

by Giva on March 15, 2019

Since this review was written, a number of closed Tickets Reports are now available. Thanks for the feedback! Giva puts out a new release about every 3 weeks.

Capterra loader

Stands out from the rest for features, price and superb customer service.

Nov 15, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Before selecting Giva, I tested 15 different customer service/help desk SaaS options including Salesforce.com, Zendesk and Zoho. Giva stands head and shoulders above them all. The interface is very intuitive and easy to learn, it does not take long at all to train personnel on how to use it, and the features make it an amazing value for the price. It's also HIPAA Compliant, which is extremely important to my company. Every concern that I had, I was able to work through with some guidance from my account manager. The customer service has been exemplary.

Cons: None from my experience.

Love GIVA - More than Just HelpDesk

Nov 29, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: +++HIPAA COMPLIANCE with AFFORDABLE PRICING

++Flexibility in customization

++Customer Service and support

++Openness to product development

Cons: -Knowledge base could be more user friendly/aesthetically pleasing (coming from Zendesk platform)

-Customer level controls for ticket status, and email notifications when a customer has a task to complete in order to proceed are a MUST addition

Vendor Response

by Giva on March 15, 2019

We have made enhancements to the Knowledge base to make it very friendly to use.

Customer level controls are available and Giva tech support showed this customer how to configure.

Fully featured and intuitive

Jun 19, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We have reduced the amount of time that it takes to open a case by about 50% using Giva. We looked at a lot of different customer service apps. Giva is the best HIPAA option out there. Support team is very responsive.

Cons: Has all we need right now. They do very frequent releases so we will always get new features in the future.

Overall: Up and running quickly, easy to use, HIPAA compliance, excellent reporting capability and cool dashboard.

Simple and Effective

Nov 10, 2016
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Comments: We have had great success implementing Giva as our help desk tool. Each step of the way the folks at Giva have been very efficient and supportive. We are looking forward to using the tool to it's full potential.