HappyFox Help Desk vs. Oracle Service

The biggest factor in my selection of this product was how our techs wanted to use a Help Desk. Everyone was already accustomed to email because that's how everything was done in the past. More than that, people often responded to inquiries on their phones via email. I needed a help desk software that could be used almost entirely by email. After demoing HappyFox, I knew I had found what I was looking for. Tickets, based on what department they are for, arrive in the appropriate tech's inbox. Techs can respond and HappyFox will forward their reply to the customer. All conversations are logged on the site so that they can be reviewed later, by us or the customer. With Smart Rules we could begin to get creative and open up even more options to allowing our techs to work solely through email. For example our managers have the ability to assign tickets to employees purely through email based on the text they enter. We also have the ability to respond to an email and close it. This speeds up resolution times by allowing everything to be handled through email. For everything else the web interface is a breeze to use

Oracle Right (Oracle Service Cloud) was an important evolution in the group's ombudsman channel management processes. We brought the Oracle Service Cloud to digitize the processes for capturing and managing the group's ombudsman channel, no longer operating manually (MS Excel).

Oracle Service Cloud (Right Now) brought about an important evolution in the management processes of the group's ombudsman channel, where activities that were performed manually, repetitively and with risk of errors, are now operated by the Right Now platform itself, whether by API, or by automation of the tool.

Incentivized

• HappyFox is restricted in what it can offer (particularly the free version,) yet it functions exceptionally well as a support ticketing framework.
• Clients have an portal to submit tickets, mind progress, and react to support assistant's updates or plans.
• Administrators can track tickets, see what's left open, and set up plans that ensure tickets are not overlooked and are given the best possible priority to get dealt with.

Incentivized

• Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
• Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
• Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
• Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.

• Their interface is a bit busy and overwhelming sometimes.
• Still getting notified on too many tickets I haven't even looked at, despite our in-house specialist assuring me I don't have any incorrect alerts set up. Seems HappyFox Help Desk is working on this.

Incentivized

• This is only an occasional, user problem; when searching for specific records, at times we receive an error that the maximum size has been exceeded and therefore does not yield any results. This is particularly frustrating when trying to search for a specific street address across several years.
• I found OPA challenging to use.

Incentivized

The way we have our implementation customized has allowed us to tailor the application to exactly how we would like to use it. We didn't have to change our procedures and fear the potential of poor adoption. Instead we customized the application to be used the way we already ran our help desk. From there on out we reaped the benefits of quicker resolutions, increased transparency, and much happier end users. After setting up Smart Rules, HappyFox does a lot of thinking for us. Tickets go where they need to go, close when they are supposed to close and even remind techs of inactivity. This removes the necessity for micromanagement, which is appreciated by our employees and managers alike

I give this rating to RightNow because I believe that it's a strong CRM (I know RightNow doesn't like this term) product with virtually limitless possibilities. I like how flexible RightNow is, allowing businesses to fully customize it for their needs. I also like that it's cloud based and doesn't require additional local installation and management.

The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.

We have never had issues with downtime or it not being available. Upgrades and maintenance also happens in weekends or at night.

Incentivized

We use a lot of tabs and fields on our incident workspace, which should slow the system down, but it's still quite fast, and we continue to optimize whatever is possible.

Incentivized

Technicians seem to be assessed based solely on how quickly they close the issues. I've had to reopen requests multiple times because they didn't actually solve my problem. Also, when the issue has even a moderate amount of complexity, the technicians often instruct me to "open another SR" to handle the other issue. I'm the customer, I shouldn't have to follow their processes, they should handle that for me. But even when I create the new SR, it seems like their right hand isn't talking to their left - they aren't reading back to the previous issue for context. So I get bounced around a lot, and I have to tell them how to do their job

Incentivized

Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along. Later on we started exploring by our selves.

Incentivized

Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it

Mojo was an okay ticket system but it was difficult to track. You also couldn’t consolidate between messages very well, which would leave you with long threads to deal with and waste time. With Mojo, it suited our needs for a time but as the company grew, it became clear we needed a more robust ticket system to work efficiently.

Incentivized

TCS' customers who also selected Oracle Service Cloud over Salesforce Service Cloud and GE's ServiceMax in the Mfg. vertical in which I work, did so because of the robust ability of Oracle Service Cloud and its APIs to integrate with other value-add solutions for manufacturers such as IoT applications, Big Data Analytics, and Field Service applications.

Incentivized

We have never had any down time, slowness or anything. Any error or instability that has occurrred has so far has been caused by user errors.

Incentivized

• Through Email support, the company conducts a marketing plan, through sharing of catalogs.
• Survey and feedback are conducted and attained from HappyFox.
• HappyFox supports live chat, an easy way to perfect the satisfaction of clients.

Incentivized

• Automation of campaigns across different channels of communication gives us an overview of our efforts and further boost how we engage our customers
• The email support help us reach a large number of customer within a short period of time simplifying customer support workflow
• Attracting more leads and converting them to become potential customers

Incentivized