# Giva Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about Giva Software - reviews, pricing plans, popular comparisons to other Help Desk products and more.

Source: https://www.capterra.com/p/183532/Giva-Customer-Service

---

# 

 Giva Software Review 2026: Features, Integrations, Pros & Cons

Last updated on March 24, 2026

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.

[Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews)

Giva

## What is Giva?

Intuitive and easy-to-use. Deploy in just days, train in 1 hour. Robust, fast & painless reporting for higher quality decision making. Quickly measure team productivity, responsiveness and customer satisfaction. Highly customizable without programming or consultants.

## What is Giva used for?

[Knowledge Base](https://www.capterra.com/knowledge-base-software/)[Help Desk](https://www.capterra.com/help-desk-software/)[Issue Tracking](https://www.capterra.com/issue-tracking-software/)

Top alternative

Featured

Overall rating

Based on 57 user reviews

Reviews sentiment

Positive

100%

Neutral

0%

Negative

0%

Starting price

$69

Per User, Per Month

Free trial  
available

Capterra Shortlist charts the highest-rated and most popular products...

Our "Best of" badge program showcases products with the highest ratings...

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## Compare with a popular alternative

Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status.

### Giva

4.9 (57)

VS.

[4.4 (18,765)](https://www.capterra.com/p/61368/Salesforce/reviews/)

Starting Price

$69

Per User, Per Month

Starting Price

$25

Per User, Per Month

Free Trial

Free Version

Pricing Options

Free Trial

Free Version

Ease Of Use

4.9 (57)

Ease Of Use

4.0 (18,100)

Value For Money

4.8 (56)

Value For Money

4.0 (12,789)

Customer Service

4.9 (57)

Customer Service

4.1 (14,021)

## Giva alternatives

[4.4 (4,070)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting price

$39.00

Per User, Per Month

[4.6 (1,713)](https://www.capterra.com/p/62194/LiveChat/reviews/)

Starting price

$25.00

Per User, Per Month

Highest Rated

[4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

Starting price

$15.00

Per User, Per Month

[4.5 (3,407)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

Starting price

$19.00

Per User, Per Month

[View all alternatives](https://www.capterra.com/p/183532/Giva-Customer-Service/alternatives/)

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

Ticket Management

5.0 (14)

92.86% of 14 reviewers that rated this feature as important or highly important

Track, manage, or resolve user requests and IT incidents/issues

Support Ticket Management

5.0 (12)

91.67% of 12 reviewers that rated this feature as important or highly important

Allow customers/users to submit support queries and service requests

Email Management

4.9 (10)

100.00% of 10 reviewers that rated this feature as important or highly important

Manage, store and organize emails within the system or via third-party apps

Alerts/Escalation

4.9 (9)

77.78% of 9 reviewers that rated this feature as important or highly important

System alerts about the need to escalate an issue or request

Automated Routing

5.0 (8)

100.00% of 8 reviewers that rated this feature as important or highly important

Tickets are automatically assigned to specific agents based on predefined rules

Reporting/Analytics

5.0 (7)

100.00% of 7 reviewers that rated this feature as important or highly important

View and track pertinent metrics to find patterns and gain insights from data

Giva 121 features

Define levels of authorization for access to specific files or systems

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Track and document all activities across devices, networks, and other systems

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Uses AI to condense large amounts of text, audio, or video data into a coherent form

System alerts about the need to escalate an issue or request

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Application programming interface that allows for integration with other systems/databases

Route documents and other data through one or more stakeholders for review and approval

Manage assets throughout their lifecycle to optimize profit

Assign issues and tasks based on availability or required skills

A record of all activities within the system, including user access, changes made, etc.

Automatic reply functionality for incoming messages

Tickets are automatically assigned to specific agents based on predefined rules

Create and automatically send premade copy in response to customer messages

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Create and manage digital catalog of products/services with their details, specifications, and price

Track and monitor efficient handling of all changes/transitions

Planning training and tasks to facilitate the transition to new technology, process, or workflow.

Track changes in laws and regulations and compare previous legislation to current legislation

Communicate using direct chat or messages within the system

AI-based platform which conducts a conversation via auditory or textual methods

Provides a channel for team members to share media files, communicate, and work together

Leave comments and notes on documents for others to view

Track and manage adherence to policies for any service, product, process, or supplier

Configure existing workflows to meet your organization's needs

Identify component attributes like servers, hardware, software, and manage relationships across all services

Centralized database of stakeholders and their contact information such as names, address, phone number etc.

Centralized repository to store content and assets

Recording, transcription, and analysis of sales calls for the purpose of training and generating insights

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

A collection of customer information such as contact details, demographics, previous interactions, etc.

A website or login for customers to access information

Add customized logos and colors to align with company branding

Customize data fields to support various needs and use cases

Customize contracts and forms to collect specific information

Alter the layout and content of reports

Pre-designed layouts that can be customized to match preferences and requirements

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Import and export data to and from software applications

Protect sensitive data for digital privacy

Store, manage, and track all electronic documents in a centralized location

Store and organize documents in a centralized system

Assemble applications and processes by dragging over and arranging pre-built components

Editing tool that allows users to drag and drop images, icons, widgets, or other components

Receive and/or send email notifications for urgent updates, requests, or other information

Manage, store and organize emails within the system or via third-party apps

Pre-made examples and templates for emails

A chronological record of actions or occurrences within a network, software, or process

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Search for specific words or phrases within a document or database

Use AI to generate content in the form of text, images, videos, etc.

Managing service requests, incidents, IT issues & support with a ticketing system

Organize, prioritize, and manage incoming communications

Manage and track all disruptions and incidents

Track interaction history by documenting conversations for contacts

Inspecting the issue resolution process for compliance with related systems and regulatory guidelines

Identify and respond to unexpected problems or failures (ie. "negative events")

Schedule and assign issue completion dates and/or times

Record and follow the progress of every issue

Managing inventories and tracking changes to hardware and software configurations

Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills

Organize and track educational activities

Ability to chat online in real time

Templated responses for responding quickly to recurring support requests

Access software remotely via mobile devices

Notifications via mobile devices

Access the system via a mobile application

Observe and track the demand, usage, progress or quality of a system, product, or user

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Manage and support multiple languages

Allows users to manage data from a number of sources

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Adjust communications based on previous interactions or personal preferences

Pre-defined templates within a library for common cases such as contracts, websites, emails, and more

Predict future data based on historical data sets

Arrange tasks based on the level of priority or urgency

Identify and solve underlying cause of incident(s), and prevent future incidents from occurring

Streamlining repetitive tasks and activities through automated and predefined workflows

Plan and coordinate all the resources, costs and time needed to execute assignments

Estimate or forecast of a future scenario based on the study of present trends

Monitor wait time and abandonment for incoming requests that have not been routed

Engage in direct, instant messaging with customers, users, etc.

Active monitoring of systems, applications, or networks

Notifications that are delivered to users as soon as an event occurs

Active reporting of data and metrics

Receive system updates as soon as any changes are made

Set an issue to repeat

Planning, scheduling, and overseeing the release of software or system changes into a live or production environment

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

View and track pertinent metrics to find patterns and gain insights from data

Input different types of content and edit text formats, fonts, font sizes, and colors

Set & manage permission levels based on user roles and restrict access to only authorized individuals

Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work

Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc.

Securely stores data to prevent data loss or breaches

Online portal through which end users can access the system, manage tasks, or obtain information

Database containing accurate and up-to-date information on all operational services

Set and monitor service level agreements to ensure timely response and resolution

Allow users to access multiple services after entering their login credentials once

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access

Allow customers/users to submit support queries and service requests

Track the status of support tickets/escalations as they move through the service queue

Gauge satisfaction and receive information for improvement and success

Attach digital tags to documents and assets for identification, search, or monitoring purposes

Automatically handle routine, repetitive tasks and processes without the need for manual intervention

Create, manage and track all task activities and progression

Track the status and progress of tasks

Sample files or documents that could be customized as needed or used as is

Edit text as needed

Set up connections to third-party platforms to improve business processes

Track, manage, or resolve user requests and IT incidents/issues

Track employee/learner's progression through training programs

Set-up notifications and alerts for web browsers and apps.

Seamlessly integrates with 3rd party websites

An extended application or connector that enables users to perform additional services with their current set of tools

Create, design and manage workflows for repetitive tasks

What You See Is What You Get is a no-code tool that allows users to create and edit content using a visual interface

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Features

4.5 (57)

4.5

Based on 57 reviews

## Pricing

Value for money

4.8 (56)

Free Trial

[View pricing plan details](https://www.capterra.com/p/183532/Giva-Customer-Service/pricing/)

Professional

$69.00

Per User,Per Month

It includes:

-   3 Service Desks and 3 Email Inboxes for Converting Emails Into Tickets
-   Up to 1500 End Users or Customers
-   Unlimited Storage
-   Unlimited usage of AI Copilot
-   Unlimited routine technical support
-   Unlimited set-up assistance with product experts
-   HIPAA & HITECH compliance
-   Advanced data center security for healthcare, banking, legal, & governments or any nonregulated industry
-   SSAE 18 SCO 2 Type 2, GDPR (EU), PIPEDA (Canada) & SOX compliance
-   Cyber Liability insurance policy

Enterprise

$89.00

Per User,Per Month

It includes:

-   Unlimited service desks
-   Unlimited email inboxes for converting emails into service requests
-   Concurrent & Floating License Tokens available to reduce cost for less active agents and senior personnel.
-   Unlimited Storage
-   Unlimited usage of AI Copilot
-   Unlimited routine technical support
-   Unlimited set-up assistance with product experts
-   HIPAA & HITECH compliance
-   Advanced data center security for healthcare, banking, legal, & governments or any nonregulated industry
-   SSAE 18 SCO 2 Type 2, GDPR (EU), PIPEDA (Canada) & SOX compliance
-   Cyber Liability insurance policy

Value for money

4.8 (56)

4.8

Based on 56 reviews

## Integrations

[

Azure AI services](https://www.capterra.com/p/233979/Azure-Cognitive-Services/)[

LDAP Manager](https://www.capterra.com/p/247238/LDAP-Manager/)[

Single Sign-On](https://www.capterra.com/p/209022/Single-Sign-On/)[

Azure Active Directory External Identities](https://www.capterra.com/p/254815/Azure-Active-Directory-External-Identities/)

Connect with a Capterra advisor for a free 15-minute consultation

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## Support, customer service and training options

Customer Service

4.9 (57)

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Deployment

-   Web
-   Android
-   iPhone/iPad

Typical users

-   Freelancers
-   Small businesses
-   Mid size businesses
-   Enterprises

Customer Service

4.9 (57)

4.9

Based on 57 reviews

## User reviews

Overall rating

4.9

Based on 57 reviews

Filter by rating

5(52)

4(5)

3(0)

2(0)

1(0)

Mentioned topic

Sorted by most recent

AU

Anonymous User

RCM Manager

Hospital & Health Care

### "GIVA is GREAT!"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

December 8, 2025

GIVA is a useful tool that enables request tracking, reporting, and efficient process flow across our large organization (5K plus employees).

Pros

What stands out most with GIVA is the centralized location that all request come through, that we can quickly route to the various departments and track their performance and turn-around-times.

Cons

There really are no dislikes when it comes to GIVA! There are monthly updates on new features and our account rep is always available if needed.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

WL

William L.

Senior Helpdesk Analyst

Law Practice

### "Longtime Giva User"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

November 13, 2025

After decades of daily use, I can honestly say that Giva has played a big role in helping our helpdesk deliver consistent, quality support to our firm. It’s a platform—and a team—that I truly trust and recommend. Working with \[sensitive content hidden\] and his team has always been a great experience. They genuinely care about their customers and are always quick to respond when we have questions or suggestions. That kind of responsiveness and personal attention is rare, and it speaks volumes about their commitment to long-term partnerships.

Pros

What I appreciate most about Giva is its stability, simplicity, and ease of use. It allows my team to stay organized, track issues efficiently, and maintain our high level of customer service. Over the years, we’ve seen Giva evolve to stay current with changing technology needs while still keeping the interface clean and intuitive.

Cons

The reporting tools in Giva are solid, but I’d love to see expanded analytics or more customizable reports.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

KW

Kristin W.

Customer Service Manager

Hospital & Health Care

### "Since 2017 Giva Supports Our Complex CS Workflow w/ Best Reporting & Copilot"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

October 21, 2025

We’ve been using Giva since 2017 and our organization continues to rely on this robust service desk platform for managing our complex customer service/support needs. As a healthcare billing clearinghouse serving the many different industries, we require a HIPAA-compliant solution that can handle sensitive medical data while maintaining operational efficiency. The platform's HIPAA compliance features are essential for our healthcare operations, ensuring all sensitive patient information remains secure throughout the support process. Giva's customizable dashboards and real-time reporting have dramatically improved our visibility into critical issues, enabling faster resolution times and higher first-contact resolution rates. The 24/7 USA-based technical support has been consistently responsive, typically addressing our queries within an hour. After almost a decade of partnership, we confidently recommend Giva to other healthcare organizations seeking a scalable, secure, and user-friendly service desk solution that grows with your business needs.

Pros

Giva has proven invaluable for supporting our diverse technology product ecosystem, which includes over a dozen different software products ranging from our BankingQ product to our Prior Authorization platform. Giva’s intuitive ticket management system allows our team to efficiently track and resolve customer issues across multiple healthcare applications while serving more than 200 employees. What particularly impresses us is Giva's staff performance reporting capabilities, which provide actionable insights into our team's productivity and response times without penalizing staff for factors beyond their control. We intend to build out our knowledge base to leverage Giva’s powerful AI Copilot that is included as standard and it’s private and covered under our BAA.

Cons

The new releases are very rapid and we have to read the release notes every 3 weeks, but no reconfiguration necessary. Not a serious complaint/we are pleased using Giva since 2017. Our customers are very happy...Giva helps us every day meet the high demands of a healthcare/HIPAA environment.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

MS

Mike S.

VP Infrastructure and Operations

Hospital & Health Care

### "Exceptional Responsiveness to Our Enhancement Requests-HIPAA Compliant Ticketing System "

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

June 20, 2025

The Giva intuitive reporting system rates highly in our assessment, offering both pre-built analytics and custom report capabilities that support our complex operational requirements. We particularly appreciate the ability to download comprehensive datasets for further manipulation in our business intelligence tools. Combined with excellent support and training resources, Giva's platform has become an indispensable component of our Customer Service delivery strategy, helping us maintain high customer satisfaction while optimizing resource allocation. Using Giva HIPAA compliant ticketing system, we have achieved outstanding business results. We now resolve our Customer Service tickets 60% to 70% faster because it's easy to use and provides powerful reporting capabilities. Overall, on a scale of 1 to 10, Giva is an 8 or 9, so we are very pleased with it.

Pros

What truly sets Giva apart from other solutions we've used is their exceptional responsiveness to enhancement requests. Unlike competing platforms that either charge premium prices for customization or place requests in never-ending backlogs, Giva actively collaborates with us to implement needed improvements. When we identified a reporting gap related to resolution versus closure timing, Giva quickly worked with us to develop a solution that met our exact requirements. Giva's agile development approach with new monthly product releases provides tremendous value compared to other vendors who might only deploy critical security updates monthly. This continuous improvement model ensures we consistently benefit from new features and enhancements without additional cost or lengthy implementation delays. Their function-rich interface contains all the capabilities we need.

Cons

The IT and other teams don't have any cons to mention now. If we bring issues to Giva they do address.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

TH

Trini H.

Director - Patient Experience

Hospital & Health Care

### "Since 2016 our 100 Agents Distributed Globally Love Giva- It’s a 9 out of 10"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

December 11, 2024

We are a healthcare organization providing radiology services to our patients all over the USA. We’ve been using Giva’s HIPAA compliant Customer Service software since 2016. I lead the back-office teams which numbers about 100 agents globally and provide support to several hundred thousand patients each month. Giva provides an efficient and user-friendly ticketing system that has significantly improved our productivity. We love it!

Pros

The email-to-ticket conversion functionality has been a game-changer, allowing us to easily track and validate patient requests and get them automatically routed to the right person. These features have streamlined our workflow and reduced duplicate requests, ultimately enhancing our overall efficiency. On overall functionality we rate Giva a 9 out of 10. One of its standout features is macro functionality, which has increased our productivity by approximately 30-40%. These pre-set response templates ensure consistency in our communications and have significantly reduced the number of follow up requests we receive. It not only saves time but also improves the patient’s experience by providing prompt and standardized responses.

Cons

We give Giva a very positive review so we don't have any negative feedback. The Giva SaaS customer service product is a real standout.

Reasons for choosing Giva

Giva’s reporting capabilities are key standout features for us. With the ability to quickly generate reports and measure team productivity, we've seen about a 35% increase in efficiency when it comes to tracking and analyzing our performance. The easily customizable dashboard allows us to prioritize tasks and meet our response and resolution time targets very effectively. We've found Giva to be an indispensable tool for managing our high volume of patient requests with ease. The system's ability to centralize information, track ticket history, and provide detailed timestamps has been crucial in addressing patient complaints, maintaining accountability, and meeting our strict internal security compliance standards. Giva’s technical support is outstanding and quick to answer our questions. Overall, Giva has proven to be a comprehensive and reliable solution that has significantly enhanced our customer service capabilities and team productivity.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

KS

Kaela S.

E.H.R Specialist

Hospital & Health Care

### "Support 10 Healthcare Entities with Giva-Easy Onboarding & Unique Features"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

October 16, 2024

As a children's mental health agency supporting an electronic health record (EHR) and 10 affiliate organizations, Giva has provided us with a centralized platform to manage all customer tickets efficiently. The ability to track the time spent on tickets, add private notes, and access all customer information from one location has significantly improved our productivity. Furthermore, Giva's reporting features have allowed us to demonstrate our team's productivity to senior management effectively over the last 6 years.

Pros

One of Giva's standout features is its customizable dashboard, which allows each team member to tailor their view according to their specific needs. The email notification function has been particularly beneficial for our affiliate organizations, as it keeps them informed about ticket updates without requiring constant login to the Giva system. We've also found the video tutorial library to be an excellent resource for continuous learning and feature exploration. These tools have contributed to a seamless onboarding process, with new users typically becoming proficient with the system within an hour.

Cons

As evident from this review I have no complaints.

Reasons for choosing Giva

Giva's reliability has been exceptional, with no unscheduled downtime experienced in our 6 years of use. This level of uptime has been crucial for our operations, especially when compared to other SaaS applications we've used. The technical support provided by Giva has been outstanding, with quick and detailed responses to our inquiries. The Giva knowledge AI Copilot finds the best answer from our knowledgebase without the search links. This addition will further streamline our support processes, improve response times and transform the self-service portal experience. The possibility of integrating Giva with our electronic health record system through their API also presents an opportunity to enhance our workflow efficiency. Given our very positive experience over 6 years of using Giva every day, we wouldn't hesitate to recommend Giva to colleagues in similar fields. It's a robust, user-friendly solution that has significantly improved our customer support operations.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

KB

Kathy B.

IT Director

Hospital & Health Care

### "Giva is Superior to ServiceNow, Remedy, Freshdesk, Jira, and ZenDesk"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

October 15, 2024

Giva's customizable Dashboard and Reporting features have been particularly beneficial for our HIPAA auditing purposes. The ability to easily create and manage custom forms has allowed us to tailor the system to our specific needs, enhancing our compliance with HIPAA and HITRUST (Health Information Trust Alliance). We appreciate the flexibility to rearrange dashboard elements, providing each team member with a personalized view that focuses on their specific responsibilities. The search functionality and ticket organization make it simple to locate and present relevant information during audits, saving us valuable time and effort.

Pros

We’ve been using Giva for over five years and it’s to be an invaluable IT service management tool. Giva is a simple, beautiful, intuitive, and aesthetically pleasing design that’s significantly improved our productivity, especially when it comes to onboarding and offboarding processes. We know it must sound odd, calling an IT tool, “beautiful, aesthetically pleasing”, but use Giva for a while and you may come to feel the same. It’s also highly functional. We currently use three independent and uniquely configured service desks for different departments: IT service desk, Human Resources and Auditing. By utilizing Giva's parent-child ticket functionality, we've streamlined our workflows and increased efficiency by approximately 50%. Once we fully update our Giva administration config, we expect this efficiency gain to reach up to 75%, as most custom fields will be auto-filled, requiring minimal manual input.

Cons

We like everything about Giva and don't have any feedback to this question.

Reasons for choosing Giva

Compared to other IT service management solutions we've used, such as ServiceNow, Remedy, Freshdesk, Jira, and ZenDesk, Giva stands out for its ease of use, much shorter learning curve and low ongoing resources to maintain. As stated, the Giva interface is much more intuitive, requiring much fewer clicks to navigate and complete complex tasks. We find Giva to be about 45% more efficient than these other platforms. The comprehensive video tutorials and knowledge base have made it easy for new team members to quickly get up to speed. We are excited to begin using the new AI-powered Knowledge Copilot and the integration of a HIPAA compliant web form in our workflow. We anticipate even more improvements in our productivity and user satisfaction. Overall, Giva has proven to be an exceptional product that continues to pay dividends.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

EG

Eduardo G.

Support Specialist eHR

Hospital & Health Care

### "Giva Increased Our Productivity 60% / Impressive AI Copilot "

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

October 3, 2024

Giva's dashboard is another standout feature that has significantly improved our workflow. The ability to customize the dashboard with key information such as new and updated tickets, assigned tickets, and tickets requiring attention ensures that nothing falls through the cracks. This real-time overview has virtually eliminated missed tickets and delayed responses, greatly enhancing our customer service. Additionally, the AI-powered copilot feature has proven invaluable for rewording and refining our communications when needed.

Pros

We are a county healthcare organization in Oregon supporting 700 end users with several healthcare apps including an electronic health record. HIPAA compliant Giva has proven to be an exceptional ticketing system for our organization, significantly enhancing our productivity and streamlining our support processes. The customizable nature of request forms is outstanding, allowing us to add specific questions and fields to each request type. This feature alone has increased our productivity by an impressive 60%, as we now receive all necessary information upfront, eliminating the need for time-consuming back-and-forth communication with busy staff members. The ticket macro functionality in Giva has revolutionized our response times and consistency. With approximately 30 pre-defined macros at our disposal, we can quickly insert standardized responses while still having the flexibility to customize them as needed. This feature has boosted our productivity by an astounding 75%, allowing us to respond to tickets much faster and more efficiently than ever before.

Cons

Nothing....We are getting our knowledge articles cleaned-up and ready to use with the impressive Giva Knowledge Copilot. Of course, this is on us. This will save our end users a lot of time in answering their “How To” questions on our electronic health record. But it would be cool if Giva could take unstructured blobs of information like Word docs, PDFs, etc and quickly create KB articles. We asked them for this feature and they said they are working on something like this.

Reasons for choosing Giva

Overall, Giva has transformed our support operations, making us more responsive, efficient, and organized. The system's user-friendly interface, coupled with features like easy screenshot uploads, comprehensive reporting tools, and the ability to broadcast messages to all users, has made it an indispensable tool for our team. The responsive customer support from Giva, evidenced by their quick implementation of our enhancement requests, further solidifies our confidence in the product. For any organization looking to dramatically improve their HIPAA ticketing system and support processes, we highly recommend Giva.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

BS

Brad S.

Lead Customer Service Engineer

Semiconductors

### "Using Giva 12 Years Supporting 100,000 Customers"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

September 25, 2024

Our customer satisfaction has also seen a marked improvement since implementing Giva. The platform's email integration allows customers to easily submit and track their support requests without the need for creating separate portal accounts which are optional. This streamlined process, coupled with the ability to maintain agent anonymity, has contributed to an estimated 65% increase in customer satisfaction over the past 12 years. The system's flexibility in handling multiple service desks for different product lines has further enhanced our ability to provide targeted support.

Pros

We are a long-standing customer of Giva for over 12 years and have experienced significant benefits from using the customer support platform. As a team of support professionals, we appreciate the ease of use and powerful features that have made Giva an integral part of our customer service operations. With just 10 minutes of initial training, we were able to grasp the essentials of the system, demonstrating Giva's user-friendly interface and intuitive design. We liken Giva to the "Apple computer of customer service" due to its aesthetically pleasing interface and continuous innovation, such as the recent addition of an AI-powered Knowledge Copilot. One of the standout features is Giva's robust search functionality. The ability to quickly search through past tickets and access historical customer information has been invaluable in resolving issues efficiently. This feature, combined with the seamless email-to-ticket conversion process, has significantly improved productivity. We estimate that Giva has increased our support team's efficiency by approximately 50%, allowing us to handle a large customer base of over 100,000 with a relatively small team of 6-8 agents.

Cons

I can't ding them. We are pleased with results for 12 years.

Reasons for choosing Giva

We give Giva's own customer support a perfect 10 out of 10, praising their responsiveness and thoroughness. As a testament to its effectiveness, we would highly recommend Giva to colleagues and other companies looking for a comprehensive, user-friendly customer support solution. The platform's reporting capabilities and management tools have also proven valuable for tracking agent performance and providing insights to the management team.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

JS

Jake S.

Manager for Customer Success

Hospital & Health Care

### "Impressed with Giva Dashboard, Friendly Design & Artificial Intelligence (AI) Copilot"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

September 18, 2024

Giva’s friendly design and interface has proven to be a significant upgrade from our previous communication tools like Slack, especially for our businesses which is experiencing growth and increased ticket volumes. Despite being new to dedicated ticketing systems, our teams greatly appreciate Giva's focused approach to mastering the art of ticket management. We find Giva to be a very valuable tool for streamlining operations and improving customer service satisfaction. Our customers are also very happy using Giva! The AI-powered text rewriting and ticket summary features, while not yet widely utilized by us, offers excellent potential for enhancing communication and maintaining a consistent tone across all customer interactions. We are also looking forward to using the Knowledgebase AI Copilot so our teams will start developing knowledge articles.

Pros

We are a specialized national pharmacy licensed in 45 states providing customized prescriptions to telemedicine, digital health systems and other healthcare organizations. Giva is a tool that we use to provide customer service. Our people and our customers both log into Giva to access a completely secure and HIPAA compliant environment. Giva's customer service ticketing system and knowledgebase has impressed us with its intuitive organization of information, allowing our teams to efficiently navigate through tickets and gain a comprehensive view of their workload. The dashboard's presentation is exceptional, featuring customizable widgets that provide real-time insights into ticket statuses, VIP options, and team performance. Giva's robust reporting capabilities, including various layout options and the ability to easily export data to Excel, enable us to generate detailed analytics and create pivot tables for in-depth analysis.

Cons

We need some enhancements to optimize. Get new releases every 3 weeks so it's coming.

Reasons for choosing Giva

As our teams continue to explore Giva's full range of features, we anticipate further improvements in our ticketing processes and overall customer service capabilities. We are very happy with our decision to deploy Giva and so are our customers and we are looking forward to forthcoming enhancements to help us service our customers!

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

[View all Reviews](https://www.capterra.com/p/183532/Giva-Customer-Service/reviews/)

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