Automation helps agents focus on creating value and building relationships rather than just problem-solving. Let’s break down why you need to automate your customer service and how to do so.
Introduction Every new hire’s first day and every exit’s last step hinge on IT. Don’t let clunky processes drop the…
That 2.5-hour chat session for a 5-minute fix? We’ve all been there. The constant debate between customer support vs self-service…
Exploring the Pros, Cons, and Realities of Repurposing GitHub for Customer Support Imagine you’re a scrappy startup juggling a dozen…
Your customer just sent their third follow-up email this week. Another one posted a frustrated review mentioning your “unhelpful support…
IT teams face a relentless barrage of tickets, from hardware failures to software glitches and user requests. The right IT…
Your customer just spent 20 minutes searching your knowledge base, couldn’t find what they needed, and submitted a ticket anyway….
ServiceNow’s Big Reputation Meets SMB Reality ServiceNow dominates the ITSM landscape, powering workflows for 80% of Fortune 500 companies with…
It starts small. A few tickets from the weekend. Then a system issue generates 15 more. An agent calls in…
Your phone buzzes at 11:30 PM. Another SLA breach. The third one this week. As a support manager, you know…
Small business owners know the struggle: a customer asks about their order status, but you’re juggling between Shopify, Stripe, and…
Spiceworks has served many IT teams well as a starting point, but its limitations become glaringly apparent as organizational needs…
Text messages from external clinics flooding your personal phone at all hours? As a helpdesk manager in healthcare, this scenario…
IT support professionals consistently encounter the same conversation. Someone asks about ticketing systems, and immediately the responses flood in: “You…
Vague support tickets waste time, drain resources, and frustrate everyone involved. The classic example? A ticket that simply states: “It…
Picture this: A customer emails about a missing order, and your support agent scrambles between multiple browser tabs – jumping…
Small IT teams face unique challenges when managing support requests and tracking organizational assets. Whether you’re a three-person team managing…
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