Features - Giva's People & AI-Powered Customer Service Software

Customer Service Features For Professional and Enterprise Suite

Free setup assistance during 30-day trial and beyond, guided by USA-based product experts
Extensive training resources (video tutorials, self-paced tours, quick start guides, FAQs) to boost agent readiness
Award-winning 24/7 USA-based technical support for ongoing assistance
Intuitive design for minimal training costs and quick start-up
No coding, programming, or consultants required, simplifying setup and use
All modules are highly integrated so easy to start with one and then scale up

AI-powered Case Management/Ticketing: Get started in just hours with out-of-the-box "best practices" and default options
Multiple Service Desks and email inboxes for a scalable, organization-wide solution
Quick Resolutions leverage pre-existing solutions for faster responses
Tsunami Tickets group related cases for easy simultaneous updates
AI powered ticket summaries and customer tone/grammar friendly text rewriting
High-performance search engine for quick access to solutions
Parent/Child Tickets for onboarding and project management
Auto-close rules and workflow automation save agents' time on repetitive tasks
Severity Levels ensure high-priority issues get prompt attention
Service Level Agreements maintain consistent response and resolution times
Scheduled Tasks automate recurring tickets for proactive management
Macros, Quick Tickets, and keyboard shortcuts expedite ticket creation, updates, and closures
Custom Ticket forms allow capturing specific fields unique to your needs
32-field default profile or custom profile for comprehensive data capture
Routing and action rules automate ticket creation from emails including attachments/images
CC Customers & Assignees to send notifications to multiple people or groups
Broadcast and marquee messages to rapidly communicate important information

Knowledgebase AI Copilot for guided customer self-service
Customer Self-Service Portal with AI-curated answers to common questions
Self-Service Knowledgebase Form (no login required) for direct access to information
APIs for easy integration with web forms and automated ticketing, enhancing self-service options

Customer Satisfaction Surveys and Success Center
Real-time customer satisfaction reporting and KPIs via dashboards, full color charts, and graphs for insights
Easy Three Click Reporting Analytics™ to simplify data analysis
Real-time dashboards with customizable widgets to fit specific agent and management needs
Track time worked by teams, departments, service groups, and individuals for precise accountability

HIPAA compliance to prevent cyberattacks, data breaches, and malware
SSAE 18 SCO II Type 2 certification and other security audits for robust security
Business Associates Agreement (BAA) for full HIPAA-compliance
Multi-factor Authentication (MFA) for enhanced security
Daily data backup and continuous transaction logging ensures data availability and recovery readiness
Download your daily data backup at no additional cost
Temporary notes for storing sensitive information: automatically or manually deleted and never tracked.

LDAP Sync Tool for quick Active Directory integration, requiring no coding
Single Sign-On (SSO) with SAML support for Microsoft Azure/ADFS, Google Apps, and Okta, and other platforms
REST API for smooth connection with external databases and data sources
Batch import with Excel for rapid data onboarding and setup
APIs for seamless integration with web forms and automated ticket creation (additional cost)
Redirect Service Endpoint API enables integrations with 3rd-party applications like telephony (additional cost)

New Giva product releases every 3 weeks, providing a continuous flow of new features
Highly integrated suite modules that scale as your needs grow
100% cloud-based, only a standard web browser required for easy deployment