CELEBRATING THE EXPERIENCE

Challenge:

We had, literally, hundreds of customer emails coming in every week into multiple inboxes of various staff members. And there was an awful lot of forwarding of messages going around, so the same customer message will be sent from one individual’s mailbox to another. It was a nightmare to be really honest!

Solution:

Utilization of HappyFox was the easy bit. It’s friendly to look at on the screen. And now everyone of my support staff knows what they have to deal with and not worry about anything else. HappyFox is also allowing us to give a fast and effective response time to our customers. This makes a lot of things easier.

Challenge:

With no proper customer support solution in place, we were unable to track and manage the incoming web site support issues raised by our customers via phone calls and emails.

Solution:

We use HappyFox to manage customer support services; our customers send all their requests via email, to mail boxes that we’ve configured as categories, our support team can then communicate back and forth with the customer, within HappyFox itself.

Challenge:

We were not able to manage the incoming quote requests and have them under a centralized location.

Solution:

We use HappyFox primarily to manage “Requests for Quotes” that are submitted by our customers. Our key requirement was to be able to centralize all these requests under a single umbrella...

Challenge:

Emails were being sent to our support staff directly and it was difficult for us to keep track of requests from our customers

Solution:

All requests from our customers now come in via a form on our website. These requests are then routed into specific categories in our HappyFox account and ticketed...

Challenge:

With a flurry of incoming support requests, keeping our support inbox organized turned out to be an arduous task. We needed a system that could help us resolve this and address requests in a more efficient manner.

Solution:

HappyFox converted all incoming emails to different mail boxes as tickets belonging to different categories. The ability to assign tickets to specific users automatically helped organize and monitor the entire support process. This also made it easier to keep a track of individual customer issues and the time it to took to resolve each one of them.

Challenge:

The manual and paper systems we had in place, did not help track responses to critical issues. We also encountered problems with the transfer of knowledge across particular issues as they moved through multiple staff members.

Solution:

We use HappyFox to manage requests from employees within the organisation. The ability to customise HappyFox specifically for our requirements enabled us to us employ it more as a project and issues resolution management tool than as a help desk. The HappyFox system did this better than many of the other software packages available, including those that are supposed to be specifically designed for that purpose.

Challenge:

With our current solution it wasn’t possible to track key areas such as response time or time to resolution, both of which our customers continue to monitor. We needed to find a system that gave us the ability to manage both our time now but also the information required for us to be able to effectively anticipate our busier periods and put additional staff in place at key times.

Solution:

We use HappyFox to manage support requests from customers. In addition to providing an efficient and effective response package it has allowed us to quantify the results of our efforts, which are presentable in black and white to our customers.

Challenge:

We were never able to keep track of clients claims, queries and membership changes. Our client interactions were also not good. Using basic programs for creating tasks, we were thinking about hiring more staff to compete with larger organizations on offering customer support.

Solution:

HappyFox helped us structure our support staff, and has also been easy to use. Monitoring our support system is also possible using HappyFox, thus helping us identify and minimise mistakes. Features such as Canned Actions, Smart Rules and Custom Branding give HappyFox an edge over other solutions out there.

Challenge:

We needed a way to bring all of our communication pipelines together. Trying to track loads of separate requests coming in from phone, email, and in person made it difficult.

We also needed a way to keep track of our two separate, main service categories. Since we provide IT Sales and Support Services as well as Marketing Services, we needed a way to separate these two divisions.

Solution:

HappyFox allows us to easily organize all of our clients requests, and keep detailed notes that we can easily come back to if they’re needed in the future.

It also acts as a gateway to our clients, so if we need anything we can send them a message right through HappyFox. Or, we can pickup the phone, and document all our conversation into HappyFox itself.