Overall, HappyFox is a comprehensive solution that can greatly benefit businesses in improving their customer support processes.Įfficient ticket management: HappyFox helps businesses effectively manage customer support tickets, ensuring timely resolution and preventing any issues from slipping through the cracks.Automation and workflow: The software automates repetitive tasks and allows businesses to create custom workflows, reducing manual work and improving efficiency. However, there may be a learning curve for new users, the pricing structure could be a concern for some businesses, and customization options may have limitations. Reporting and analytics tools provide valuable insights for performance evaluation and decision-making. The knowledge base feature empowers customers to find solutions independently, reducing repetitive inquiries. The software supports multiple communication channels, ensuring consistent support across email, phone, live chat, social media, and self-service portals. Kommentare: Users can efficiently manage support tickets, automate tasks, and create custom workflows to enhance efficiency. We have been using it for 8 months and we are not seeing any cost benefit because we have to spend so much time working around bugs, beating reports into submission, or reviewing tickets to check field values since you can't limit who can enter some data. Support has been great, but the product has so many holes in it, we really can't use it right. It only adds a name when you "Assign" the ticket to someone and it is the assigned to, not the agent writing the update. Why on earth would I need to see my name when it comes to me? It doesn't work in Smart Rules either. On a notification to staff (New or Reply), it shows the name of the person the notice went to. on a Notification to the caller (New or Reply), it inserts the name of the agent making the update or writing the ticket. They show as inactive but why? They were removed and there is no data associated with them. They still show up in the report when you export the SLA data. We disposed of several older SLAs (no tickets ever tripped them). Then when it switches back, we need to remember to go in and change it back to EST. Since we are Eastern, that meant we had to select Atlantic during DST. In order for your time/date stamps to look right when viewing tickets, every user has to adjust their personal time zone. It has the same basic features as the big names.ĭoes not support daylight savings time. It is no different than most other products in the same category. We are not seeing the full benefits of a good ticketing system because it lacks so many simple features. We love the product and use it daily.Kommentare: We have a place to store tickets. I would've liked the live chat preview to be included in the cheaper product option, but this is really a minor issue or a "wish". When I'm busy, I can either show no chat available, or have an offline email-only "mode". Works with CRM, WordPress, Google Analytics, MailChimp, etc etc. It is gaining Konnekt more seniors video phone sales and leads, and allowing us to help more customers who have an elderly parent who struggles with loneliness, social isolation, memory loss or who simply can no longer use a tablet or phone. It also helps with customers whose first language is not English. It also helps our customers in other time zones where they don't want to be on the phone so early/late (because they might be typing from their bedroom or a shared living area). HappyFoxChat helps Konnekt with customers who don't like to telephone us to enquire about seniors video phone, and who need instant answers (which email doesn't provide).
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