Supportbench and Giva, An In-Depth Comparison 2024

Comparison Summary

Supportbench: Supportbench empowers small-medium businesses with comprehensive tools for customer success. All necessary features are provided for effective customer management.

Giva: Giva's cloud customer service platform deploys in days and trains in one hour. It is highly customizable and offers top-notch reporting.

Supportbench and Giva: Customer Satisfaction Data

Most deployed common Use Cases for Supportbench and Giva

How efficiently Does Supportbench and Giva manage your Helpdesk Management?

Supportbench and Giva are both cloud-based help desk solutions that offer features like ticketing, knowledge bases, and reporting. Supportbench emphasizes its ability to help businesses understand customer needs through analytics and data. Giva highlights its asset management module and HIPAA compliance for organizations handling sensitive information.

"...Supportbench is helping us support our customers as we always have done, but it is now giving us the ability to move to giving our customers a better service as we now have a better understanding of what they need through analytics and data rather then the 'gut feel'...." Peer review by Eilis B., Customer Service & Process Improvement Manager, Wholesale

"...Before selecting Giva, I tested 15 different customer service/help desk SaaS options including Salesforce.com, Zendesk and Zoho...." Peer review by John, Liberty Mobility Now

What solutions does Supportbench and Giva provide for Customer Feedback Management?

Supportbench and Giva both offer features to measure customer satisfaction. Supportbench provides customizable surveys for Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT) feedback. Giva focuses on measuring team productivity, responsiveness, and customer satisfaction through dashboards and reports. Both tools help businesses gather customer feedback, but Supportbench emphasizes survey-based data while Giva emphasizes performance and productivity metrics.

"...Net Promoter Scoring and customer surveys...." Customer Support and Experience Platform

"...Now, Ive got excellent tools to measure performance, productivity and customer satisfaction...." Peer review by Elaine Tanner, Kupa Incorporated

How efficiently Does Supportbench and Giva manage your Workflow Management?

Supportbench and Giva both offer workflow management features that streamline processes. Supportbench provides customizable SLAs and workflow triggers, enabling efficient case handling and personalized views. Giva emphasizes automated workflows and intuitive design, helping businesses identify and improve workflow processes. A limitation of Giva is its lack of built-in workflow options.

"...Users can create custom views with specific properties for incoming data, as well as personalized workflows...." Peer review

"...We have some groups who use the application to help with workflow...." Peer review by Skipper C.

What Are the key features of Supportbench and Giva for Knowledge Management?

Supportbench and Giva both offer knowledge base features for storing and retrieving information. Supportbench allows users to link knowledge base articles to cases, while Giva focuses on a centralized repository for easy access. Giva emphasizes increased productivity and reduced call volume through knowledge base utilization. Supportbench integrates knowledge management with other customer support functions, while Giva highlights the knowledge base as a component of a broader service management suite. However, Giva's knowledge base user interface may lack aesthetic appeal, according to some users.

"...Multi-Meta-driven surveys Custom questions Case survey view Response-triggered workflows Case, agent, team, and global calendars Workflow-triggered event creation Workflow-triggered events Realtime team, global dashboard Case history pivoting Knowledge base reporting & statistics Forum reporting & statistics Andoid and iOS Apps Case management Policy enforcement..." Affordable support software pricing

"...The Knowledge Base is a repository where we can store information that can be retrieved easily...." Peer review by Robin H., Help Desk Supervisor, Legal Services