Complex reporting
The previous Kayako platform did not make service reporting simple.
Compare HappyFox and Kayako
About
Mortgage technology: Loan Logics supports quality, compliance, and risk across the loan lifecycle. Two service teams: Customer service and the internal help desk use HappyFox. Reporting-led operations: Managers track service levels and customer satisfaction.
The challenge
Limited vendor access
The team struggled to reach support when help was needed.
Repeated questions
Agents needed a faster way to answer common requests.
Time-consuming metrics
Performance information required manual preparation.
The implementation
Two service teams
Customer service and the internal help desk adopted Custom Ticket Types and the Customer Portal during a smooth implementation.
Canned responses
Repeat questions receive consistent, reusable answers.
Automated routing
Smart Rules, auto-assignment, Related Tickets, and SLAs organize ticket handling.
Custom reporting
Widgets and scheduled reports focus on SLA objectives and client satisfaction, with fields and behaviors configured for specific conditions.
Results and benefits.
Simpler measurement
Teams can review performance without self-generating reports.
Faster repeat answers
Canned responses reduce effort on common questions.
Better management visibility
Widgets and overnight reports keep service results available.
Responsive assistance
Loan Logics reports positive support attention and turnaround.
Customer quote
“Since switching to HappyFox, many of our managers and administrators enjoy the reporting widgets and overnight reporting”
More customer stories
HappyFox brought a level of sophistication to our IT support system that was previously unimaginable.
The implementation went smoothly and the customer service is FANTASTIC!!! HappyFox is very easy to use for our team and customizable for our needs.
We appreciate HappyFox's collaborative team and the platform's adaptability.