LifePics, a provider of online imaging solutions for photo retailers, grocery chains and professional photographers has increased the productivity of its customer service call center team approximately 60 percent by implementing the Giva Cloud Customer Service Suite.
The productivity has improved due to elimination of many manual steps that provide instant visibility to hot spots and critical issues of 7,000 clients and thousands of consumers, and better measurement of call center team productivity.
The Giva Cloud Customer Service Suite includes Giva eCustomerService and eKnowledgeManager.
It is very easy to install and it doesn’t require a professional do any set-up or customization, so customers have full control on all the set-up and administration. Call center agents can integrate call scripts into Giva to make sure that agents are following standard operating procedures and providing uniform answers. These call scripts can be added to Giva in a single administration screen and then be immediately available to all agents.
Giva reporting is extremely easy to use and it will give users the exact reports that they need. Every report template has a specific purpose and is very easy to modify with standard report filters.
“The Giva dashboards have increased the call center’s productivity by over 50 percent,” said Doug Duggan, Director of Customer Service at LifePics. “I spend only 20 minutes a week generating metrics, charts and analytics to lead the call center, and the information quality is outstanding. Our meetings with senior management are 60 percent more productive as a result of having outstanding real-time reports that can be run very quickly.”
With the Giva reports and dashboards, LifePics has created a much higher level of trust between senior leaders, the call center and the development department. In addition, LifePics is able to properly identify and categorize customer issues and prioritize them based upon how much they impact revenue and provide guidance to the development department to set priorities.