In immediately’s Happyfox evaluation, we’re going to be taking a look at one of many helpdesk options gaining vital consideration in immediately’s market. Headquartered in California, Happyfox delivers a number of Software program as a Service help platforms, together with a complete helpdesk.
Though Happyfox isn’t essentially the most inexpensive of the helpdesk applied sciences we’ve seen up to now, you do get what you pay for, with a super-functional, high-end, and strong answer. Plus, the corporate presents in-depth integration with main instruments like Slack for collaboration.
Winner of the best help desk software for six years in a row in accordance with PCMag.com, Happyfox has even gained the eye of quite a few main firms, like Jabra, and Whirlpool. Right here’s all the things it’s good to know in regards to the SaaS answer.
What’s Happyfox?
Happyfox is a number one helpdesk SaaS system providing enterprise-grade ticketing and dwell chat performance. At present accountable for serving over 12,000 firms in over 70 international locations, Happyfox appeals to all types of manufacturers, from these in ecommerce and schooling, to leaders in retail, manufacturing, know-how, and extra.
Happyfox has additionally been ranked one of many main helpdesk software program options available on the market quite a few occasions. The corporate continuously excels in its chosen market.
Options embody:
- Ticketing system
- Canned actions and automation
- Information base
- Activity administration
- Assist desk studies
- Integrations with Aircall, Groups, Slack, Shopify, Fb, and Salesforce
- Satisfaction surveys
- Happyfox chat
Happyfox Evaluation: Ticketing Know-how and Knowledgebase
On the coronary heart of the Happyfox helpdesk answer is the enterprise-level ticketing system, designed to make managing buyer queries and requests so simple as attainable.
There are a number of methods to get tickets into the Happyfox setting. Prospects and customers can enter tickets via electronic mail or telephone channels, or via social media (Fb and Twitter).
Different strategies embody utilizing the self-service portal which you’ll create and customise to your clients. Microsoft Groups and Slack integrations enable for the administration of “conversational ticketing”, because it’s referred to as by Jira. This permits the service desk of a small enterprise to deal with tickets despatched via Microsoft Groups or Slack.
As soon as a ticket is within the system, Happyfox makes use of workflow intelligence to route the request to the correct particular person. You may create multi-step workflows and approval chains very quickly. There’s additionally entry to the AssistAI characteristic from Happyfox to realize help with dealing with varied questions shortly. The usage of AI helps Happyfox to compete with most of the high buyer help software program like Zoho.
The service guarantees all of the performance firms have to correctly help clients, with out the complexity, with options like a complete tickets queue, classes for sorting incoming tickets, and omnichannel ticket aggregation. This implies you’ll be able to see all of your emails, social, chat, and telephone name content material in a single place.
There’s additionally a “ticket standing” characteristic, so you’ll be able to see precisely what’s taking place with every particular person ticket, and a “pinning” choice, so customers can construct day-to-day to-do lists. Different options embody:
- Fast motion: Fast actions save time by altering ticket standing, precedence, due date, and assignees in a ticket listing inside an immediate.
- Bulk motion: Choose varied associated tickets and apply bulk actions like altering standing, due dates, assignees and extra.
- Fast reply: Use immediate preview and “fast reply” choices to acknowledge actions and work together shortly with out opening the ticket.
- Search and filter: Observe info simply utilizing superior search with filters.
- Ticket threads: Observe all conversations in a single place with ticket threads. It’s also possible to use tags to categorize and type your tickets and examine attachments in a single place.
Happyfox makes it fast and easy to answer buyer queries, with pre-composed solutions to your clients, and canned responses. There’s additionally an auto-timer so you’ll be able to monitor the time workers spend on duties. You may view your whole ticket particulars in a single place and customise buyer help with in-depth contact particulars.
Simplifying Buyer Service: Self Service and Automation
The entire Happyfox ecosystem is designed to supply ease of use, with out compromising on essential options. You may assist clients sooner by profiting from your buyer help staff’s intelligence and experience, with a centralized setting for your whole tickets.
The ticketing setting comes with it’s personal self-service instruments to assist cut back the variety of duties your workers need to deal with every day. There’s entry to reporting performance for monitoring vital enterprise outcomes, and you’ll unlock in depth auditing logs for compliance.
Happyfox additionally integrates together with your name heart ticketing system, so you’ll be able to align digital and conventional channels for customer support. The Happyfox ecosystem may even deliver telephone help into your helpdesk know-how via integrations with RingCentral and AirCallcloud.
The Happyfox setting additionally comes with a self-service answer within the type of knowledgebase software program. You may construct a complete no-code drag and drop knowledgebase with a devoted buyer portal. The portal permits customers to trace their service requests and incidents, simplifying downside and incident administration immediately.
Curiously, Happyfox additionally helps multi-brand data bases, so you’ll be able to create totally different options for every product in your group. It’s also possible to arrange a number of languages (15 in whole) for the data base and customise all the things together with your model identification.
Happyfox Evaluation: Automation
One notably compelling part of Happyfox is its automation choices. You may automate ticket assignments and use in-built good guidelines to routinely set off actions, like sending an replace to a supervisor when a job is closed.
Automation is turning into an more and more helpful instrument for lots of helpdesk and comparable know-how, as a result of firms merely don’t have sufficient time within the day to deal with all help requests individually. Automating is a wonderful means to enhance buyer satisfaction scores, improve productiveness, and cut back the general prices related to your corporation.
A number of the most compelling components of the Helpdesk automation panorama embody:
- Good guidelines: Good guidelines enable customers to outline their very own set off situations and automate essential actions within the assist desk. Firms can automate complete workflows with good guidelines, because the know-how can immediately acknowledge adjustments in a ticket and set off actions instantly.
- SLA agreements: You may enhance the efficiency and productiveness of your help staff by automating ticket reassignment and escalations based mostly in your SLA, response numbers and so forth. If a ticket is sort of SLA or there are to many back-and-forth replies, you’ll be able to create workflow automation parts to attenuate points.
- Clever project: Automated project algorithms routinely assign incoming help tickets to the right agent. The clever “round-robin” technique a fair make sure you’re assigning tickets to the energetic brokers in your workforce evenly.
- Actual time notifications: Actual-time notifications and updates preserve you conscious of precisely what’s happening in your helpdesk setting, even for those who’re working with a distant or hybrid staff.
- Canned responses: Canned responses and canned actions enable customers to carry out ticket actions like altering precedence, standing, and including tags straight away. You may even create shared or private canned actions for particular members of workers.
- Ticket creation templates: Ticket templates enable for pre-filling ticket properties utilizing customized fields. You may even create totally different ticket templates for particular members of workers, and routinely fill required particulars for every staff member with ticket templates.
- Agent scripts: Agent scripting guarantee you’ll be able to information your brokers contextually via essential conversations and empower them each step of the way in which.
The no-code automation builder and superior automation controls actually assist firms of all sizes to remain forward of the competitors by way of customer support.
Happyfox Evaluation: Extra Options
Happyfox presents complete ticket administration and automation options, just like market-leading instruments like Zendesk. The interface is splendidly straightforward to make use of, with apps for iPhone and Android to assist your clients on the transfer.
Plus, integrations with CRM and social media instruments guarantee firms can accomplish extra with fewer apps. Notably, Happyfox presents integration with Slack and Microsoft Groups. Although third-party integration was problematic for HappyFox, it’s shortly improved through the years. Now you can connect with a variety of Single-sign-on suppliers, like Okta. There’s additionally the choice to hyperlink to varied different instruments like WhtsApp and JustCall.
A number of the different bonus options you’ll be able to unlock with Happyfox embody:
- Activity administration: Activity administration makes it simpler to trace productiveness for immediately’s distributed groups. Customers can set due-dates and occasions for every job, and even create job templates which they will reuse on any ticket. Initially of every day, customers additionally get to see pending duties assigned to them in a single place and arrange notifications when due dates are pending. This is a wonderful option to preserve workers on monitor.
- Satisfaction surveys: HappyFox helps firms to get their fingers on the heartbeat of how their clients genuinely really feel about their service. CSAT surveys and NPS surveys make it simpler to find out the place it’s good to enhance customer support. You may select when to set off a suggestions survey and use multi-choice ranking scales for easy and correct suggestions. Brokers may even set off surveys manually.
- Chief board studies: As a part of the vary of satisfaction survey instruments, Happyfox additionally makes it straightforward to see which of your staff members are attaining the perfect outcomes with chief boards. You will get a visible overview of your whole glad, unhappy, and impartial clients in seconds, and use your dashboards to encourage your workers.
One notably helpful “further” supplied by HappyFox is it’s “College” which is the place you’ll be able to study extra about set up an API, or how one can get essentially the most out of the Happyfox options. The characteristic supplies tons of coaching for all the things from agent onboarding, to use essential items of know-how. This implies customers can spend much less time shopping boards for solutions.
Happyfox Evaluation: Reporting and analytics
One factor you’ll discover when visiting Happyfox.com, is the service software program is dedicated to offering you with as a lot info as attainable about buyer expertise. Like nearly all of the Happyfox help options, entry to superior reporting metrics and instruments have improved over time on the Happyfox ecosystem.
There’s a V2 modular reporting functionality, exporting to CSV and Excel codecs with a single click on, and HappyFox enterprise intelligence instruments. Lifecycle studies are notably spectacular, as a result of they let you get a more in-depth have a look at your entire ticket lifecycle to know agent efficiency.
You’ll additionally have the ability to create fully new studies from scratch with easy “fill the field” performance. Choice standards lets you flick through a number of fields and collect the info of curiosity for every report. It’s also possible to regulate how the report appears to make it extra consumer pleasant.
A number of the studies already constructed into Happyfox embody:
- Influx studies (manageable by channel or class).
- Agent exercise studies, monitoring ticket participation, replies, and closures.
- Satisfaction survey studies with CSAT scores assigned to every agent.
- Efficiency studies masking the distribution of tickets throughout precedence, standing, class, and assignee. It’s also possible to see the preferred tags assigned to tickets.
- SLA studies for monitoring potential breaches and evaluating the efficiency of varied SLAs.
- Customized subject studies with full management over obtainable insights.
- Good guidelines studies the place you’ll be able to examine issues like time saved through office automation.
- Distribution studies for monitoring agent efficiency and figuring out enchancment areas.
Happyfox Pricing
HappyFox takes a extremely customizable strategy to pricing, permitting you to decide on all the things out of your most well-liked billing cycle to what number of brokers you’re going to be supporting. The precise value of your software program will rely in your staff dimension, billing cycle, and the options you want. The usual packages are:
- Mighty: $29 per agent on an annual contract: Omnichannel ticket administration, knowledgebase, SSO, SLA administration, SSL certificates internet hosting and migration help.
- Implausible: $49 per agent on an annual contract: Every thing in Mighty plus a multi-brand helpdesk, SLA breach notifications, customized ticket queues, non-obligatory EU information facilities, and 24/7 electronic mail help.
- Enterprise: $69 per agent on an annual contract: Every thing on Implausible plus proactive agent collision, job and asset administration, uptime SLA, and 24/7 electronic mail and chat help.
- Enterprise Plus: $89 per agent on an annual contract: Every thing in Enterprise plus agent scripting, 2TB attachment storage, 24/7 name electronic mail, and chat help, all-time reporting historical past and a devoted buyer success supervisor
HappyFox additionally presents an answer for bigger organizations who wish to help limitless agent, which begins at $1,499 per 30 days for an annual contact, or $1,299 per 30 days for those who’re prepared to subscribe for 3 years. These packages embody:
- Starter: Limitless brokers, 10,000 tickets per yr and 10 customized fields
- Progress: Limitless brokers, 20,000 tickets per yr and 20 customized fields
- Scale: Limitless brokers, 100,000 tickets per yr and 100 customized fields
- Scale Plus: Limitless brokers, 250,000 tickets per yr and 200 customized fields
HappyFox Evaluation: Ending Ideas
In comparison with different high options for helpdesk administration, www.happyfox.com presents a implausible answer for customizable customer support administration. There are Android and iOS app options, entry to a variety of highly effective studies, and very highly effective ticketing capabilities, on par with leaders like Zoho and Freshdesk.
Whereas Happyfox is way from the most affordable answer available on the market, it does provide highly effective options set at a aggressive price in comparison with different market leaders. Integration with Slack and Microsoft Groups is especially efficient at setting this answer aside. These instruments will enable firms to considerably enhance agent productiveness and make buyer interactions extra conversational.
In case you’re on the lookout for a cutting-edge helpdesk software program, this might be it.
