Business-to-Business Customer Service Demo

Self-Help Web Portal

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This demonstration focuses on businesses that directly support other businesses. If you are interested in business-to-consumer support, check out the demonstration of Giva eCustomerService for business-to-consumer support.

Today, we are spending a day with GE Medical Products (GEMP). GEMP is a company providing support for GE Healthcare medical products. GEMP uses Giva eCustomerService. Carol is a hospital technician at one of the hospitals that GEMP supports. Carol is responsible for several of the hospital’s diagnostic machines. Betty is a customer service representative (CSR) at GEMP.

Giva eCustomerService is easy to implement

A few months ago, GEMP implemented Giva eCustomerService. They easily imported their customer and contacts database into Micorsoft® Excel and then into the Giva system. GEMP, with Giva’s help, configured data input screens and trained all the support people in a few days. Actually, training only required a few hours because everyone was familiar with navigating a Web browser. Giva showed GEMP how to very easily and quickly integrate Giva eCustomerService into their existing corporate Web site. Giva provided GEMP with a small piece of software code to post on their Web site. This only required about 30 minutes of work by their Webmaster. In the example below, GEMP integrated the code in the upper right hand section of this Web page. The self-help portal contains the following support links:

• Self-Help Knowledge Tool (clients enter a search question)
• Customer FAQ/Most Frequently Used (clients find answers to question)
• Conduct an Advanced Search (clients do a more advanced knowledge search)
• Contact Support (phone, chat and email directions)
• Create a Service Request (clients enter their own service request)

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