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Sennheiser is an audio company specializing in the design and production of both consumer and hi-fidelity audio products Sennheiser UK looks after the domestic marketplace, and is also responsible for sales and business

Industry

Consumer Electronics

Problem

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

Features like Queues and Smart Rules have helped stabilize a lot of the issues that we were having previously. HappyFox is the best help desk software out there that has saved us hours and hours of time!

Why HappyFox?

Minimal downtime Lean learning-curve The support is fantastic Very easy to use

Implementation

Utilization of HappyFox tech support software 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.

Results & Benefits

The overall volume of complaints within the business has significantly dropped, because we are able to answer and satisfy the customers' requirements. And the response time has reduced from 5 days to a couple of hours. Our customers are definitely happier now.

sennheiser cover image

Without the smart rules, my job would have been a lot more difficult. I have 30-40 smart rules that sit there in the background doing what I asked them to do!

Tim Sherrett

Technical Services Manager

Our experience

HappyFox helped improve staff participation, and made us more customer focused. Features like MyQueue and Smart Rules has helped stabilize a lot of the issues that we were having previously. HappyFox has saved us hours and hours of time!. Without the smart rules, my job would have been a lot more difficult. I have 30-40 smart rules that sit there in the background doing what I asked them to do!

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