Giva eHelpDesk is a customer service software built for teams in regulated industries that need HIPAA-compliant ticket management, reporting, and a self-service knowledge base. I'd consider it if your organization operates in healthcare or another compliance-heavy environment and needs a help desk that's ready to deploy without the configuration complexity of something like ServiceNow. Where ServiceNow demands significant IT resources to stand up and maintain, Giva eHelpDesk is designed to get teams operational quickly, with compliance guardrails built in from the start.
Giva eHelpDesk Evaluation Summary
- From $69/month/agent
- 30-day free trial
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Giva eHelpDesk Overview
In my opinion, Giva is a solid choice for customer service teams seeking reliable software. Its core features are strong , and it stands out with some unique functionalities that can benefit your team's workflow. The software is generally easy to use, though onboarding might take some time to get accustomed to. Giva's customer support is known for being thorough and responsive, which is a significant plus in this space.
However, Giva’s pricing could be a concern for smaller businesses, as it might not offer the best value for money compared to more affordable competitors. Giva works well for teams that value a broad feature set and strong support, even if it comes at a higher price point. If you need a dependable system with excellent support, Giva could be the perfect fit.
pros
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You can quickly respond to customer requests, improving your team's efficiency.
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The software's intuitive design makes it easy for your team to learn and use.
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Giva offers extensive reporting features that help you make informed decisions.
cons
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You might find limited integration options with other tools your team uses.
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There could be a steeper learning curve for some of the more advanced customization features.
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Some users may experience occasional bugs or glitches in the software.
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How We Test & Score Tools
We’ve spent years building, refining, and improving our software testing and scoring system. The rubric is designed to capture the nuances of software selection and what makes a tool effective, focusing on critical aspects of the decision-making process.
Below, you can see exactly how our testing and scoring works across seven criteria. It allows us to provide an unbiased evaluation of the software based on core functionality, standout features, ease of use, onboarding, customer support, integrations, customer reviews, and value for money.
Core Functionality (25% of final scoring)
The starting point of our evaluation is always the core functionality of the tool. Does it have the basic features and functions that a user would expect to see? Are any of those core features locked to higher-tiered pricing plans? At its core, we expect a tool to stand up against the baseline capabilities of its competitors.
Standout Features (25% of final scoring)
Next, we evaluate uncommon standout features that go above and beyond the core functionality typically found in tools of its kind. A high score reflects specialized or unique features that make the product faster, more efficient, or offer additional value to the user.
We also evaluate how easy it is to integrate with other tools typically found in the tech stack to expand the functionality and utility of the software. Tools offering plentiful native integrations, 3rd party connections, and API access to build custom integrations score best.
Ease of Use (10% of final scoring)
We consider how quick and easy it is to execute the tasks defined in the core functionality using the tool. High scoring software is well designed, intuitive to use, offers mobile apps, provides templates, and makes relatively complex tasks seem simple.
Onboarding (10% of final scoring)
We know how important rapid team adoption is for a new platform, so we evaluate how easy it is to learn and use a tool with minimal training. We evaluate how quickly a team member can get set up and start using the tool with no experience. High scoring solutions indicate little or no support is required.
Customer Support (10% of final scoring)
We review how quick and easy it is to get unstuck and find help by phone, live chat, or knowledge base. Tools and companies that provide real-time support score best, while chatbots score worst.
Customer Reviews (10% of final scoring)
Beyond our own testing and evaluation, we consider the net promoter score from current and past customers. We review their likelihood, given the option, to choose the tool again for the core functionality. A high scoring software reflects a high net promoter score from current or past customers.
Value for Money (10% of final scoring)
Lastly, in consideration of all the other criteria, we review the average price of entry level plans against the core features and consider the value of the other evaluation criteria. Software that delivers more, for less, will score higher.
Core Features
Ticket Management: Giva's ticket management lets your team track, prioritize, and resolve customer inquiries efficiently. You'll appreciate its simple interface that helps you sort and address issues quickly, so you can make sure that no customer query falls through the cracks.
Knowledge Base: This feature allows your team to create and maintain a comprehensive repository of articles and FAQs. This empowers customers to find answers on their own, reducing the load on your support team and improving overall customer satisfaction.
Reporting and Analytics: Giva provides extensive reporting tools that can provide insights into team performance and customer satisfaction. You can easily generate reports that help identify trends, measure response times, and improve service delivery.
Customizable Dashboards: With customizable dashboards, your team can personalize their workspace to highlight the most critical information. This feature enables a more flexible and efficient workflow, which can help improve decision-making and enhance productivity.
Automated Workflows: Giva's automated workflows streamline repetitive tasks, allowing your team to focus on more complex customer issues. By setting up triggers and actions, you can provide consistent and timely responses.
Multi-Channel Support: This feature integrates various communication channels, such as email, phone, and chat, into a single platform. This allows your team to manage all notifications, escalations, and customer interactions from one place, providing a cohesive service experience.
Ease of Use
Giva's user interface is intuitive and user-friendly, enabling your team to quickly adapt without extensive training. The software's straightforward navigation and clear layout allow staff to stay focused on tasks rather than struggling with the tool itself. Users appreciate this simplicity, which stands out compared to other customer service platforms that can feel overwhelming and complex. Giva's design facilitates efficient workflow management, saving you time and reducing frustration in handling customer inquiries.
Integrations
Giva makes it easy to securely integrate your existing tools and systems with its cloud-based ITSM and help desk software. Using Giva’s API, teams can automate ticket creation and data sharing while maintaining HIPAA-compliant security. Developers and ISVs can also embed Giva directly into their apps, letting customers submit support requests, screenshots, and files without leaving the platform.
Giva eHelpDesk Specs
- Analytics
- API
- Calendar Management
- Chat
- Click-to-Dial
- CRM Integration
- Customer Management
- Customer Service
- Dashboard
- Dashboards
- Data Export
- Data Import
- Data Visualization
- External Integrations
- Feedback Management
- Knowledge Base
- Lead Management
- Lead Scoring
- Multi-Source Feedback
- Multi-User
- Net Promoter Score
- Notifications
- Omnichannel Referrals
- Online Surveys
- Review Moderation
- Scheduling
- Sentiment Analysis
- Social Media Monitoring
