Compare HappyFox Help Desk и Perception

Benefits:

First ,I have to commend the Happyfox team for running a good and effective support department. We switched to Happyfox in January and the experien... Read more

First ,I have to commend the Happyfox team for running a good and effective support department. We switched to Happyfox in January and the experience so far , has been impressive. Setup time was a breeze ,and the support team were on hand to guide us through all hurdles during the first few weeks. I like how every conversation from emails ,social media messages ,voice calls etc are converted into tickets which we can track and respond to ,within the Happyfox interface.While making it easy to track key customer service metrics like first response time, time spent by each staff on tickets etc I will say Happyfox is changing the look ,function and feel of helpdesk solutions and I love this revolution.

Drawbacks:

It is normal when trying a new innovative service to see it as all perfect. At this point, I see Happyfox as perfect,maybe I will find NEGATIVES as... Read more

It is normal when trying a new innovative service to see it as all perfect. At this point, I see Happyfox as perfect,maybe I will find NEGATIVES as my organization continue using Happyfox.

Summary:

Benefits:

It is so adaptable. We could add fields we needed. We could add branding. Canned responses. It allows for tickets created by phone, email and socia... Read more

It is so adaptable. We could add fields we needed. We could add branding. Canned responses. It allows for tickets created by phone, email and social media.

Drawbacks:

It is difficult to set up but the team is very helpful.

Summary:

The customer service from the team is beyond exceptional. Best ever.

Benefits:

Great looking product Good website Good information

Drawbacks:

Bad customer service Ridiculous email response times Failure to have a negative feedback process in place Happyfox treat you like your just anot... Read more

Bad 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. If you are going to read it, respond.

Summary:

We have had a most unfortunately experience with Happyfox, We contacted them as their product suited our requirements. About us: We own 3 sale... Read more

We have had a most unfortunately experience with Happyfox, We contacted them as their product suited our requirements. 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. Having a platform like happyfox is an imperative part of owning a sales based business. We contacted Happyfox regarding implementing Desk and Chat for our the two directors in one of our businesses. We sent a business email outlining research, potential opportunities for both businesses and also a implementation strategy for rolling out happyfox. 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. 10 days later, now for a communication platform alarm bells are RINGING. 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. Not only was the response incredibly late, the response itself as mentioned was generic and a completely erratic response offering a free trial. Which would be great usually, however we clearly put together a implementation plan for the HEAD of sales to read through. As a potential new client, you are left under valued, like your just another sale. We contacted the head of sales and requested the details of whom we could lodge a complaint to. As a business owner we grow as a business when someone leaves negative feedback. Its an imperative part of development that you dont want to hear, but when someones offering constructive feedback our ears as owners are open. Its an area we can potentially improve so the issue doesn't arise. Or if it does, then a action plan is in place. 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.

Benefits:

With a ton of new features, Happyfox is a step above the rest for ticketing and knowledge bases. Some key features/pros are - Support request fr... Read more

With a ton of new features, Happyfox is a step above the rest for ticketing and knowledge bases. Some key features/pros are - Support request from multiple channels. Tiered agent/administrator roles Automation features - auto ticket creation, time spent, canned actions, etc. Great integration options with other software Custom SLA and Reporting tools.

Drawbacks:

The tool to build out knowledge Base articles is a little lackluster. it can be tedious to build out the KBs. It looks like most future enhancement... Read more

The tool to build out knowledge Base articles is a little lackluster. it can be tedious to build out the KBs. It looks like most future enhancements are also being placed at a higher pay tier.

Summary:

Benefits:

Makes it easy for employees to give feedback in the form of a survey and at comments in text boxes.

Drawbacks:

There is nothing that I don't like about this software.

Summary:

Benefits:

Time management feature, which was recently added, is incredibly helpful. Extremely user friendly, and support rocks! :)

Drawbacks:

While the value is there, it's pricey. Sometimes we needed a lot of help setting up workflows, but support, again, simply rocks! They walked us ... Read more

While the value is there, it's pricey. Sometimes we needed a lot of help setting up workflows, but support, again, simply rocks! They walked us through it. Thanks Team !

Summary:

Made our business run more efficiently!