HappyFox Helpdesk is a ticketing solution with all the robust features you need in a contact center software.
We have put together some of the features in HappyFox which makes it a good alternative to legacy cloud call center software at an affordable price. So, if you are in the lookout for a Contact center platform, check out the features offered by HappyFox before you make a decision.
Take a Quick Tour →Omnichannel support is key to any cloud-based call center software. HappyFox provides two-way sync with multiple communication channels like social media, phone, live chat, REST APIs, forms, etc. to address support queries.
Explore Omnichannel Customer Support →HappyFox offers full-fledged integrations with RingCentral and AirCall cloud telephony software.
View all Voice Integrations →You can receive inbound calls, right within HappyFox and also make outbound calls from for a specific ticket.
If you are making an outbound call outside of a ticket, you can punch in the phone number to make outbound calls. Country code is also supported, for dialing international calls.
RingCentral and AirCall's Interactive Voice Response Setup allows you to channel your customers through IVR before the call rings inside HappyFox.
Call Notes help you to differentiate a regular update from a call summary update. You can later report on the call notes separately as well.
Agents scripting assists agents in every step of troubleshooting and empowers agents in your call center to troubleshoot issues with minimal agent training.
Learn more about Agent Scripting →Agent scripts help you to define a step-by-step guide which your agents can use for troubleshooting customer issues in a methodical and optimal way.
Capture structured data by using agent script fields and automatically update your custom fields.
Boost your First Call Resolution (FCR) and Customer Satisfaction (CSAT) score, by resolving support queries faster and in a reliable manner.
Agent scripting can guide your team through the call flow, you can save a lot of time on training your new agents on every possible request type and appropriate responses.
The Survey module in HappyFox allows you to capture customer satisfaction with a three-point scale. You can measure customer experience by running agent wise or customer wise CSAT reports on the survey responses received. Realtime reports on CSAT helps you improve customer engagement and measure agent performance.
Learn more about Satisfaction Surveys →To boost agent productivity and also to avoid cherry-picking, Auto Assignment helps in routing tickets to the right agents in a balanced way.
With round-robin or online agent-based routing algorithms, workforce management has never been easier. Auto Assignment can be understood as a post-call routing of tickets for follow-ups and closures, similar to ACD (Automatic Call Distributors).
Learn about Auto Assignment →It is no longer a luxury to have a cloud contact center on the move, to provide instant support to customers. With Android and iOS mobile apps for HappyFox, you can reply to tickets, leave private notes and update ticket fields with ease.
Explore HappyFox Help Desk Mobile Apps →HappyFox has an end user-facing self-service module. This module helps you to create and publish knowledge base articles, white papers, and videos.
The HappyFox support center helps your customers resolve issues by themselves, thereby reducing the load on your support team by deflecting calls and tickets. Additionally, you can customize the self-service module by changing the colors, logo, adding more links, featuring articles, etc. to suit your brand. It is also worth noting that the self-service module is mobile-optimized.
Explore HappyFox Support Center →
For both the cloud and on-premise call center software, it is important to log all call information,
record calls and also aggregate for better analysis and quality management.
With HappyFox, you can store your call recordings and metadata about each call, call durations,
resolution, etc for future audits.
You can also use automation inside the helpdesk to perform actions based on the message body of the call
logs.
A Cloud Contact Center solution with live reporting and analytics is hard to come by. With HappyFox, you can create custom reports and drill down to a single ticket level to identify patterns and improve your customer communications.
As a service provider, you can monitor your inflow and agent performance to do better workforce optimization. You can also export HappyFox data for further drill-downs, or use our brand new Business Intelligence solution to get more advanced insights on your helpdesk performance.
Explore HappyFox Business Intelligence →
CRM software is most suited to track the customer journey. With HappyFox cloud call center solution and
CRM integrations, like the ones with Salesforce, SugarCRM, InfusionSoft, Microsoft Dynamics, etc., you
can see more contextual data about your customer right within HappyFox.
Additionally, your customer interactions inside HappyFox can also be pushed over as cases to the CRM.
Salesforce and MS Dynamics integrations also allow you to create leads inside the CRM automatically from
HappyFox.
HappyFox is a cloud solution hosted on AWS. This means, with a stable internet connection and HappyFox running on your browser, you can provide customer care from anywhere any time and improve your customer relationships by tending to their business needs. It is also worth noting that we have both the US and EU region data centers.
Chat with an Expert →Get a one-on-one demo, tailored to your business needs.
