Within the practical constraints applied by web-based applications, Happyfox has a very slick and uniform interface that feels mature. While the company might have convinced itself that this is a better way to snag potential customers, we’d contest that given even the smallest hoop to jump through most IT managers will head to a competitor with a downloadable trial. To get access to a trial, you must accept a 30-minute demo of the product where the Happyfox representative will discuss your needs. One minor complaint we have is that there is no download-and-try option with Happyfox. And, the knowledge base can also be created with translated help contents to support more nationalities natively. What’s also a strong point of this solution is its multi-lingual nature, as the system supports more than 35 languages inherently. These are just a few of the features of Happyfox that are designed to reduce the agent workload and streamline enquiry responses. That tickets can be merged is a very useful facility.Ī smart rule system can automate initial responses and direct the customer to a self-help system while they wait for an agent to be available. The system has internal code running designed to avoid two agents trying to resolve the same issue from two tickets and repeating the exercise. Whatever the entry channel, the information is handled by an automated process to link it to existing requests or other tickets from the same source. Tickets can be manually created, via email, be generated by a customer portal or automatically by social media postings.
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