The initial setup was painful and required some back-ed programming to support the way in which I wanted the Support Center page layout to appear. I like most everything about the HappyFox Help Desk and HappyFox Chat applications. The Support Team spent many hours coaching me through this process to achieve a very useful set of tools for our customers. When I originally set up Helpdesk I was a novice in how each part fit together to create a whole solution with meaningful KB, Ticketing, Categories, and Automation. I am an administrator in a small company and decidedly not a programmer. The most important feature about HappyFox is the support that the team provides 24/7. Adopting Helpdesk has allowed me to share a complete support picture over time to the developers and administrators that keep us on track to achieve the 100% customer satisfaction with the support process that our customers are currently reporting, based on the automated after-action customer survey. If you are going to read it, respond.īefore choosing HappyFox Helpdesk, our support team had no way to quantify the issues, pain points, and feature requests other than anecdotally in team meetings. Great looking product Good website Good information CONSīad customer service Ridiculous email response times Failure to have a negative feedback process in place Happyfox treat you like your just another sale Undervalue you as a customer Generic responses Impersonal service (When you actually receive it) Mail track is a wonderful tool which enables you to know when someone reads your email. So instead of responding to our FB message, direct email, email to support and even a LinkenIn message that have chosen to completely ignore us. Or if it does, then a action plan is in place. Its an area we can potentially improve so the issue doesn't arise. Its an imperative part of development that you dont want to hear, but when someones offering constructive feedback our ears as owners are open. As a business owner we grow as a business when someone leaves negative feedback. We contacted the head of sales and requested the details of whom we could lodge a complaint to. As a potential new client, you are left under valued, like your just another sale. Which would be great usually, however we clearly put together a implementation plan for the HEAD of sales to read through. Not only was the response incredibly late, the response itself as mentioned was generic and a completely erratic response offering a free trial. If any of our consultants in anyone of our businesses responded to a potential client 10 days after the initial enquire, I would most definitely say they are not cut out for sales. 10 days later, now for a communication platform alarm bells are RINGING. Response: 10 days later, we received a generic email, that was a response from the head of sales that clearly hadn't read our email. We sent a business email outlining research, potential opportunities for both businesses and also a implementation strategy for rolling out happyfox. We contacted Happyfox regarding implementing Desk and Chat for our the two directors in one of our businesses. Having a platform like happyfox is an imperative part of owning a sales based business. About us: We own 3 sales based businesses and are share holders major in another 2, now Happyfox do not know that we own several businesses, nor do they know that we are looking for a platform to roll out across the entire brand. We have had a most unfortunately experience with Happyfox, We contacted them as their product suited our requirements.
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