HappyFox

HappyFox

par HappyFox

Qui utilise HappyFox ?

commerce de détail, éducation, soins de santé, immobilier, voyages, services informatiques

Description de HappyFox

HappyFox est un logiciel de support client web hébergé dans le cloud. Il permet de suivre et de gérer toutes les demandes de support client sur plusieurs canaux, tels que les e-mails, les discussions, les réseaux sociaux et les téléphones, dans un système centralisé de prise en charge des tickets. L'intégration avec d'autres applications web telles que le CRM, les chats en direct, les applications vocales et de bug tracking en font un service d'assistance pratique. Des requêtes de support client similaires peuvent être gérées à l'aide d'actions prédéfinies et de règles intelligentes pour automatiser les réponses. Les forums communautaires aident les clients à se connecter.

Informations sur HappyFox

HappyFox

http://www.happyfox.com/

Fondé en 2012

Prix de HappyFox

HappyFox n'est pas disponible en version gratuite mais propose un essai gratuit. La version payante de HappyFox est disponible à partir de 24,00 $US/mois.

À partir de

24,00 $US/mois

Version gratuite

Non

Essai gratuit

Oui

Déploiement

Cloud, SaaS, web

Mobile (iOS natif)

Mobile (Android natif)

Formation

Formation présentielle

Formation en ligne en direct

Webinaires

Documentation

Ressources d'aide

Service de support permanent (réponse directe)

En ligne

HappyFox - Fonctionnalités

Logiciels de gestion des plaintes
Classification des plaintes
Gestion des assurances qualité
Gestion des cas
Gestion des commentaires
Gestion des enquêtes
Gestion des formulaires
Mesures correctives (CAPA)
Portail libre-service
Routage
Suivi des médias sociaux
Suivi des plaintes de clients
Suivi des problèmes
Audit des problèmes
Gestion de la base de connaissances
Gestion de la remontée des problèmes
Gestion de projets
Gestion des affectations
Gestion des tâches
Problèmes récurrents
Programmation des problèmes
Tableau de bord
Alertes et remontée des problèmes
Assistant virtuel
Base de connaissances
Enquêtes et feedback
Gestion des centres d'appel
Gestion des e-mails
Gestion des flux de travail
Gestion des listes d'attente
Gestion des rendez-vous
Intégration des médias sociaux
Messagerie instantanée
Mesure des performances
Portail libre-service
Alertes et remontée des problèmes
Chat en temps réel
Communication multicanal
Gestion de la base de connaissances
Gestion des accords de service
Gestion des billets
Gestion des ressources informatiques
Intégration des e-mails
Monitoring réseau
Portail libre-service
Routage automatisé
Stockage de documents
Stratégie de marque personnalisable
Suivi des interactions
Arbre de décision
Catalogage/catégorisation
Collaboration
Forums de discussion
Gestion de contenu
Gestion de la base de connaissances
Portail libre-service
Recherche en texte intégral
Accès à distance
Assistance à distance
Chat vidéo
Collaboration
Conférences web
Gestion des réunions
Gestion des tâches
Messagerie instantanée
Signature électronique
Softphone
Suivi de l'activité des employés
Suivi des fuseaux horaires

Avis sur HappyFox

Afficher 5 avis sur 78

Note globale
4,6/5
Facilité d'utilisation
4,5/5
Service client
4,6/5
Fonctionnalités
4,3/5
Rapport qualité-prix
4,5/5
Abimbola K.
Customer Support Team Lead
Divertissement, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 16/07/2018

"Happyfox is changing the way helpdesk solutions run."

Avantages: 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.

Inconvénients: 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.

  • Provenance de l'utilisateur 
  • Publié le 16/07/2018
David O.
Vice President Global Education
E-learning, 2-10 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 09/08/2019

"HappyFox Happy User"

Commentaires: Before choosing HappyFox Helpdesk, our support team had no way to quantify the issues, pain points, and feature requests other than anecdotally in team meetings. 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.

Avantages: The most important feature about HappyFox is the support that the team provides 24/7. I am an administrator in a small company and decidedly not a programmer. 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. The Support Team spent many hours coaching me through this process to achieve a very useful set of tools for our customers.

Inconvénients: I like most everything about the HappyFox Help Desk and HappyFox Chat applications. 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. The support staff at HappyFox tell me that a new release of HelpDesk includes tools that simplify the UI whereby the Administrator can change the way in which items, articles, products and sections are displayed.

  • Provenance de l'utilisateur 
  • Publié le 09/08/2019
Richard T.
Director
Hôtellerie, 13-50 employés
Temps d'utilisation du produit: 1 à 5 mois
  • Note globale
    1/5
  • Facilité d'utilisation
    1/5
  • Fonctionnalités
    1/5
  • Support client
    1/5
  • Rapport qualité-prix
    1/5
  • Probabilité de recommander le produit
    0/10
  • Provenance de l'utilisateur 
  • Source : SoftwareAdvice
  • Publié le 11/12/2016

"DO NOT PURCHASE HAPPYFOX"

Commentaires: 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.

Avantages: Great looking product
Good website
Good information

Inconvénients: 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.

  • Provenance de l'utilisateur 
  • Source : SoftwareAdvice
  • Publié le 11/12/2016
David S.
Senior Web Developer
Temps d'utilisation du produit: plus d'un an
  • Note globale
    4/5
  • Facilité d'utilisation
    4/5
  • Fonctionnalités
    3/5
  • Support client
    3/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 05/06/2018

"Not too complex, not a ton of features, but it does do and accomplish exactly what it says."

Commentaires: Finally found a way to organize all support issues and questions in one place rather than using a support@ email or mailing list. Also cut down on the number of users who would email one support person individually over and over again instead of getting their request to the rest of the team.

Avantages: HappyFox is limited in what it can offer (especially the free version) but it does function as a help desk ticketing system very well. Users have a portal to submit tickets, check on progress, and respond to a help desk technicians updates or solutions. Managers can track tickets, view what's left open, and put policies in place that make sure tickets are not forgotten and are assigned the proper priority to get taken care of.

Inconvénients: There's not much I can think of regarding HappyFox that I'd consider a "Con". Yes, it has limitations but for the price you pay (unless you use the free version) it's worth every penny no doubt. I'd like to see a large file size limit when responding to tickets though. Often times the responders to tickets like to attach many screenshots or even video files for users to follow along with to product a solution but every now and then it wouldn't attach correctly. Also adding a knowledge base to reference in responses to support tickets would be amazing

  • Provenance de l'utilisateur 
  • Publié le 05/06/2018
Julian B.
Director
Vente au détail, 13-50 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 26/10/2016

"Outstanding Help desk software at an attractive price"

Commentaires: We spent some time a year ago looking at helpdesk software to replace the enormously complicated Kayako that we had been supplied with as part of a system rewrite. We use Magento and have multiple ecommerce stores with multiple sales/support operators. We sell live plants and support issues can sometimes be quite technical at which point staff are involved whose first skills are not with computers and software. Training them on HappyFox was quick and easy to the point where we use it internally as well as in customer facing work. HappyFox is easy to use and full featured and has become such a part of our business that working without it is now inconceivable. In terms of functionality I would put it at being pretty close to Zendesk Enterprise in terms of functionality, but at a fraction of the price. Integration with Magento was a snip and the level of automation available has meant we have fewer support staff dealing with more cases as we grow. All round Happy Fox has been an out and out success with us and on the rare occasions where we have asked for support, it has been quick and effective.

Avantages: Easy to use, economic, full featured, integrates with Magento

Inconvénients: Nothing

  • Provenance de l'utilisateur 
  • Publié le 26/10/2016