by Rakesh Sharma
Published on 28 June 2012
However, this week's solution was a surprise in more ways than one. It packs innovative Helpdesk features with a great interface. Intrigued?
Then, let's get on with it. This week, we will review HappyFox - a customer support solution. We will review its interface, features, and see how it can be of use to you.
In case you thought the relatively youthful team at HappyFox lacked experience, think again. "We are an established player in the Helpdesk and customer support software industry," says Shalin Jain, CEO with Tenmiles the company developing HappyFox. Seven years ago Tenmiles developed a customer support tool called Helpdesk Pilot.
However, their focus changed over the years. "Over the last few years, we felt a cloud-based and pay-as-you-go option helpdesk would help us cater to a different and broader market," says Jain. "This is because a cloud-based tool eliminates the need for a user to manage server requirements." According to Jain, they took nearly a year to launch HappyFox.
In case you were wondering about the name, there is a story behind it as well. "Our aim was to give our app a name that was synonymous with customer support but still conveyed a feeling that the app was bound to be a pleasure to use," says Jain. "We knew that our customer support app would alleviate the pressures of providing quality customer support and offer an ambient user environment; so the name reflects this desired end result."
The application seems to be quite a hit. HappyFox claims to have over 1100 customers already ten months after their product launch. "The advantages of a cloud-based system have also encouraged many of our existing Helpdesk Pilot customers to switch to HappyFox," says Jain.
Jain identifies ease-of-use, understandable metrics, and great legacy as three reasons to use HappyFox. Elaborating on the first reason, Jain says HappyFox enables support professionals to dive right in to viewing customer requests and getting responses out. This means it has a great interface and analytic capability. Jain also adds context for metrics. "They make sense only when they are understood," he says. Thus, measurement statistics related to your customer support unit such as response time etc., only make sense when they are presented in a visually appealing format. "Our reporting architecture gives you the power to measure every possible metric and be able to make sound management decisions," he says.
Finally, the company's legacy and experience with HelpDesk Pilot also bolsters HappyFox's case. "Over the last 6 years, we have built a silo of knowledge around support and help desk domains, which drives our product development," he says. "HappyFox is continually enhancing, with new features and capabilities rolled out on a regular basis."
Diving into HappyFox
Setting up HappyFox is a fairly easy process. Category configuration occurs immediately after account setup. The system uses categories to convert emails into tickets. You can choose to configure email forwards using categories. That is the most basic form of configuration for the software. Once you have configured the ticketing system, there are a plethora of options. Automation and ease-of-use seems to be a running theme in the system.
For example, you can associate tickets with canned actions. As the name denotes, canned actions are automated responses to help you manage standard emails and save time. "Canned actions of HappyFox are stored responses that you could use while replying to tickets. These help cut the hassle of typing in similar responses every single time saving a whole lot of time in the process" explains Jain. "The feature enables you to respond faster to standard customer requests and support queries with canned replies." Similarly, you can also configure Smart Rules to automate actions to be performed at certain instances. For example, you can define conditions to process tickets based on ticket status, priority and tags. The system also color-codes ticket actions. This enables you to create personalized queues for each team member and, also, enables easily sort unresolved tickets.
The solution also enables role management and Service Level Agreement (SLA) management. Thus, you can create roles within the system and assign them a plethora of managerial and ticket level permissions. Similarly, you can assign service level objectives to individual team members. The SLA includes details such as an objective, conditions to identify tickets, end users that the SLA is applicable on, a goal percentage, and a relevant work schedule. Tickets that breach the required SLA are assigned red exclamation marks and require immediate attention.
Finally, the solution has a fully-integrated reporting and analytics capability. Thus, you can generate reports using multiple data sources to create and match conditions for attributes.
A Happy Interface
The solution's interface is clean and clutter-free. A horizontal global navigation menu enables you to generate tickets, manage and administrate your solution, generate reports, and update your knowledge base. The homepage consists of a dashboard that displays vitals related to your tickets and other important analytics features. Each page of HappyFox also contains a help note on the side bar. Thus, in addition to navigating to a separately-designed knowledge base, you can also access context-sensitive help on each page.
There are three areas in which the solution stands out from other, similar solutions in the market. I thought that simplicity is the greatest unique selling point. The solution simplifies the process of ticket management, making it easy for novices to get started in no time. Apart from this, I thought the solution's focus on service level agreements at the individual level is innovative. I can already foresee several uses of this ingenious feature. For example, it is an invaluable tool in tracking ticket metrics. Similarly, it can be used to evaluate individual performance. The third and final area where I think the solution stands out is the Smart rules feature. The ease with which a user can start using them is one of the factors that distinguishes HappyFox from the rest of the pack.
"We are the first true Freemium cloud-based customer support software with a two-agent plan free for life," says Jain. Thus, two-member support teams can use HappyFox for free and generate unlimited tickets and store unlimited contacts. In addition, the solution offers four plans - Business, Plus, Basic, and Starter - depending on the number of HelpDesk staff and categories employed. Thus, you can scale your support plan as you scale your business.
In addition to its unique name, HappyFox has quite a few unique features, such as support for SLA agreements and an easy-to-use interface, packaged into its solution-set. I would definitely recommend HappyFox to organizations interested in simplifying their helpdesk support and providing a world class support experience.