eHelpDesk HMS includes multiple useful features, like help desk, IT service, customer service, dashboard,ITSM, issue tracking features etc. All these features are instrumental in adding value to your medical set up, regardless of the size. The software has sections for different professionals in the hospital or clinic and ensures everything goes smooth. No need to go through multiple paper-based files as the tool digitally stores all the necessary data in an organized manner. It helps augmenting medical and administrative data security.
|Support||Business Hours Online||Customer Type||Large Enterprises Medium Business Small Business|
|API||NA||Contact||Sunnyvale, CA / +1.408.260.9000|
|Deployment||SaaS/Web/Cloud||Category||Hospital Management Software|
Team Plan features are
All the Plan Includes these features
Business Plan features are
Professional Plan features are
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Pros: We're a busy Help Desk, and Giva gives us a fantastic tool for tracking issues, as well as escalating/communicating among the various groups in the IT Department. The Customer Satisfaction Surveys allow us to get almost instant feedback. We get excellent ratings from our attorneys and staff, partly because we follow up immediately when there is a problem. I am the Reports guy, and I can drill down and get the information I need very quickly. The Knowledge Base is a repository where we can store information that can be retrieved easily. I've been using Giva for over 17 years at this law firm; so I've seen Giva evolve. They continuously upgrade it with releases chock full of useful features without over-engineering it. When we ask for product enhancements, we actually see them. They really listen to their customers, and I feel like we get a lot of personal attention. When we have an issue, their technical support jumps right on it and gets it resolved quickly.
Cons: I don't like change, and when new releases come out (about once per month), I weep a bit while I adjust. However, the releases are all backward-compatible have never caused us a problem. Our customizations remain intact; so all the tools I need are still there. When there was a change in the ticket screen that was not optimal, they fixed it in just a few weeks.
Overall: Giva is easy to learn and use, very visual, and the dashboard is amazing. It allows us to ensure that issues are tracked from first contact through resolution and gives us access to the information we need to resolve them. New agents are productive using Giva is just a few days. We use the Knowledgebase a great deal. It is easy to use and allows us keep a very high first call resolution.
Pros: We are very happy with Giva. I have people on my team that never used a customer service system and they learned Giva very quickly. So much customization is possible. The dashboard is great for a numbers/metrics person like me. It's easy to drag/drop widgets and arrange my own home page. Overall , a much better product than ZenDesk and others we looked at. The tech support from Giva is excellent.
Cons: I never saw some very useful things under the Advanced area of the Administration section until tech support told me.
Overall: All of our support is initially done via routing emails into Giva to create requests. We are now much more responsive and have higher customer satisfaction by about 40%. We might implement the Giva self-service web form so customers can go to our web site and open requests. Giva has very frequent cloud releases so we keep getting new functions; wonderful value for our money.
Pros: We have reduced the amount of time that it takes to open a case by about 50% using Giva. We looked at a lot of different customer service apps. Giva is the best HIPAA option out there. Support team is very responsive.
Cons: Has all we need right now. They do very frequent releases so we will always get new features in the future.
Overall: Up and running quickly, easy to use, HIPAA compliance, excellent reporting capability and cool dashboard.
Pros: We needed to change to a HIPAA compliant helpdesk because our users needed to send PHI, at times. We selected, Giva which provides robust functionality and most importantly is HIPAA compliant.
We love Giva. It was easy to get up and running at and the technical support was excellent. We found Giva to be easy to work with and administer. The Reports and Dashboards are excellent. We got HIPAA compliance for a great price with great functionality. Giva is a 5 top rating.
Cons: Giva lacks the functionality to reply to a ticket directly through Outlook.Users are required to communicate via the portal
Pros: I like the interface of the application, it is friendly and easy to use. It is quite intuitive and the tracking of the tickets is quite simple. It is also easy to configure and works well for medium businesses.
Cons: In general terms I like the application, but if it were necessary to improve something, it would be the possibility to customize it according to the needs of the business and the users.
Overall: In general I recommend GIVA for its ease of use and good price
Pros: I like the fact that cust support is always available to assist if you have any questions (during setup). I love the ease of use and there is really very little training needed. The customer support is top notch in that within setting up a Critical ticket they respond quickly. I feel this product surpasses many others that don't even come close. I plan on using GIVA for a LONG time
Cons: None really to mention at this point and time. Well maybe one item but not a major concern of mine. It's the fact they don't have a customer support line. A support request has to initially be done by submitting a support ticket in the Giva system. However, for complex issues, after I submitted a ticket, I did get phone calls back and we engaged in a screen share to resolve my questions. That was very helpful.
Overall: tons, Reporting, SLA's, KPI reports and great metrics, helped users see where their tickets stand. Just love it!
Pros: +++HIPAA COMPLIANCE with AFFORDABLE PRICING
++Flexibility in customization
++Customer Service and support
++Openness to product development
Cons: -Knowledge base could be more user friendly/aesthetically pleasing (coming from Zendesk platform)
-Customer level controls for ticket status, and email notifications when a customer has a task to complete in order to proceed are a MUST addition
Pros: Before selecting Giva, I tested 15 different customer service/help desk SaaS options including Salesforce.com, Zendesk and Zoho. Giva stands head and shoulders above them all. The interface is very intuitive and easy to learn, it does not take long at all to train personnel on how to use it, and the features make it an amazing value for the price. It's also HIPAA Compliant, which is extremely important to my company. Every concern that I had, I was able to work through with some guidance from my account manager. The customer service has been exemplary.
Cons: None from my experience.
Pros: It is Mobile friendly. Works on iPhone and android. It is Web based.
I can login anywhere from my browser and process the ticket.
Easy to use and fast.
Cons: scrolling to enter data. from field to field (this is only happens when you enter lots of data that you will really need to scroll down to go to another field. )
Overall: cost effective
Pros: User interface is intuitive. I love the clean, minimalist appearance and organization of information. Since the product lives in the cloud, we can access at anytime, anywhere. Very reliable...we have had 100% up time of product for 2 years now.
Cons: Some in my company would like built in workflow options, however Giva does not offer that at this time.
Overall: Giva is just a phone call or email away for support. They are very responsive and available and have even helped us expand the use of the product to other departments. Giva is also highly flexible and is continuous with improvements and new ideas. This is something that stands out and really is the best thing about the product. The company asks for feedback and discusses their ideas with me before they implement them. When is the last time a company did that for you? Very customer focused. Give them a try.
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