The Crunch: Without user-friendly and efficient software, processing help desk tickets at the enterprise level can be a daunting task, resulting in slow response times not to mention unhappy customers and suppliers. HappyFox Software, which was founded by an entrepreneur with hands-on customer service experience, provides help desk and live chat solutions for the internal and external communication needs of retail sites as well as other industries. With an interface that streamlines communication channels, automates detailed tasks, and allows for business-specific customization, HappyFox allows users — like Whirlpool and Jabra — to reduce ticket times and improve customer satisfaction.
When consumers find it difficult to use a website or app, they simply leave it — or delete it from their mobile device. But, for businesses who rely on software applications to run profit-impacting, brand-building departments like customer service, handling frustrating programs isn’t as easy as pressing delete.
For Jabra, an international communications solutions company, inefficient help desk software made handling customer service requests across different regions and systems a daunting task. Lacking an adequate system for dealing with customers in a broad range of channels — from web forms to social media — tickets began to back up and customer experience was impacted.
“When I came into the profession, it was common to see good enterprise software doing a lot of heavy lifting for companies,” said Shalin Jain, Founder and CEO of HappyFox Software. “But they were extremely poor on the interface and impacted the productivity of agents. They had a lot of features that were bloated.”
When Jabra implemented HappyFox’s help desk software, it was able to more quickly respond to support tickets across channels and consolidate all of the company’s support content, making information easier for associates to find. Jabra is now able to assess a ticket’s importance, no matter where it originates, and the company touted its new workflow as “a true omnichannel experience for our customers.”
A SaaS company that has engineered a customer support platform capable of serving numerous industries’ internal and external business needs, HappyFox has made it its mission to bring happiness — both to the employees who use it, and customers who benefit from it.
A Company Passionate About Software Design and Customer Service
Shalin founded Happy Fox in 2011, but his career as an entrepreneur and software designer goes back 16 years. As with many entrepreneurs, Shalin was personally engaged in his company’s customer service system.
“I was very involved with every customer, so I have a real awareness of what a good customer service software should be,” said Shalin. “That’s how we got started with HappyFox.”
Together, Shalin’s software designing expertise and customer support experience have helped him create a user interface for HappyFox software that’s intuitive and enables users to quickly see and utilize information to resolve their customer tickets faster and easier.
“I built the whole architecture for this UI in 2005 when most of our competition didn’t exist. I designed it for my own use — where I wanted everything to be,” Shalin said.
Built on the foundation of industry-leading design integrated with real-life customer service experience, HappyFox’s help desk and live chat software help retailers and other businesses streamline their support systems for better internal and external communication.
Features that Streamline Communication and Query Resolution
Within HappyFox’s help desk platform, three key features work together to streamline ticket resolution and reduce future ticket volume: integrated communication channels, automated responses and rules, and a robust self-serve knowledge center.
These features work together seamlessly, allowing businesses to improve customer service while also reducing the resources they devote to it.
Centralized Communication Delivers More Consistent Experiences
The channel through which customers or vendors communicate with a company often determines which team will address their concern. Marketing departments frequently manage social media accounts, while product-specific teams may handle email tickets. These divisions lead to inconsistent experiences for customers, which can disrupt brand image and loyalty.
Happy Fox’s goal is to address this challenge by integrating with more than 30 of the most commonly-used business applications, drawing customer feedback from social media, chat, email and other applications into one interface.
“We basically work all of that into one simple interface where the hand-off is easier,” Shalin said. “An omnichannel approach is there, so that’s a big advantage.”
Automation Improves Ticket Response Time for Greater Satisfaction
One of the failings of legacy customer support systems is its dependency on manual processing and commands, which can lead to backed-up workflows and delayed ticket response times.
For Jabra, recognizing and personalizing support across channels improved customer satisfaction and workflow efficiency. HappyFox enables businesses to implement these processes with less oversight through help desk automation.
“Companies are in complete control. We’re probably the only product where you can write the rules and make sure that they are being carried out at a certain time of day.” — Shalin Jain, Founder and CEO of HappyFox Software
Features like smart ticketing categorization and assignment help distribute the workload evenly among support team members, with options to limit delegation to active staff. With smart rules, retailers can set their system to automatically assign statuses, due dates, priority level, and other distinguishing characteristics to each ticket that comes in, streamlining the workflow.
“Companies are in complete control. We’re probably the only product where you can write the rules and make sure that they are being carried out at a certain time of day,” Shalin said.
Finally, automatic help desk notifications keep team members on the same page and encourage collaboration for better customer response times. These automated features combine to create a help desk system that’s intuitive and customizable to the needs of each business.
A Self-Service Knowledgebase Helps Consumers Help Themselves
HappyFox helps businesses streamline their customer service workflows and close out tickets quickly, but it also helps them reduce the number of inquiries and emails they receive by allowing customers to answer their own questions through self-service.
“We have a nice user interface for customers, with good categorization and search capabilities,” said Shalin.
Each company’s knowledgebase page can be customized to reflect policy changes and automated to reflect the most frequently asked questions, with auto-suggest settings that guide customers to related content they may benefit from based on their search criteria.
Another useful feature of the knowledgebase software is the ability to create multiple profiles. That means each of a retailer’s brands or subsidiaries can have personalized customer service that caters to different audiences across the globe, but the company can still access all of them within the same interface.
Flexible Software for Varied Communication Types Within Industries
Within retail and e-commerce, there are two service types: external and internal. By allowing companies to create multiple accounts within one system, HappyFox software has the flexibility to be used for external communication with either customers or vendors, as well as internal communication between departments.
“This is huge because organizations not only have external challenges from their customer-facing site, but internal challenges,” Shalin said.
A good example of a brand taking advantage of this flexibility is Whirlpool, a company that manufactures consumer appliances in 14 countries and distributes them to vendors across the globe. So, for Whirlpool, vendors are treated like customers, and supplier satisfaction is part of their customer satisfaction.
In the past, Whirlpool used an email service to manage queries from its network of factories and distributors — more than 32 separate email accounts – and manually imported them into spreadsheets. By implementing HappyFox’s email tracking system, Whirlpool was able to streamline its internal email organization, send immediate acknowledgments that boosted supplier satisfaction, respond to tickets faster, and ultimately reduce its email volume by 15 to 20%.
HappyFox software not only meets the service software needs of traditional retail customer support and companies like Whirlpool who handle large volumes of vendor communication, but it also has the versatility to benefit other verticals. More than 12,000 companies within fields as varied as education, media, IT, manufacturing, the non-profit sector, and government organizations choose HappyFox Platform for their communication needs.
“We built this tool when we were serving all sorts of customers, not specifically focused on customer service for e-commerce or consumer companies,” Shalin said. “So we built the tool so it could be used by anyone.”
Growing Live Chat and UI Innovations Enhance Customer Experience
Since 2005, HappyFox’s user interface has been rooted in design that flows from hands-on customer service experience and draws on cutting-edge research based on visual learning, and it continues to build on this system. The company is currently planning to reveal an updated UI with enhanced simplicity, responsiveness, and productivity-boosting features.
Rather than spend money on advertising, HappyFox chooses to invest in the customer service and product side of things, such as its first live chat program called HappyFox Chat, which was released in 2015.
“That took us from zero to 10,000 customers for a chat product in a single year. We replaced a lot of conventional notions in chat with a new design and approach, making HappyFox Chat work in a way it was never done before,” Shalin said. “That’s taken us to a whole new level as a company.”
Although it continues to innovate its customer service software, HappyFox has the core design that retailers and others need to help their customers: a platform that works simply and intuitively, streamlining detailed tasks. HappyFox has helped companies like Jabra and Whirlpool serve their customers and suppliers faster, leading to lower incident volumes and greater brand satisfaction.