HappySignals Experience Management for IT Reviews

Solution that helps ITSM tool gather and interpretate large amount of quality customer experience data. The data this tool gathers allows IT Teams to quickly identify positive and negative feedback from the end user, which really helps IT to prioritise key improvements.

If your serious about understanding how end users view IT, then I see no real downside of HappySgnals.

- The data gathered by HappySignals allow the IT Team to better prioritise improvements; key use cases would be by highlight areas of training for analyst, gaps in processes, and external services/products that are negaitively impacting the business.

- Correcting the non-factual negative perseption of IT. There have been a number of times when IT Team hear negative views of the overall service, however the data from HappySignals has provided opportunities to defend IT.

The platform is very intuitively to use and updates are regularly shared via newsletter. The HappySignals team is very responsive, helpful and happy!

Suggestions are welcomed and solutions are found together, it is clear that HappySignals values a good relationship with their customer base.

Additionally, HappySignals ensures to keep their knowledge base up to date and regularly updates helpful videos, podcasts, and other useful media.

I do not see a downside from the HappySignals side. Experience Management is a great practise and HappySignals allows IT personnel to execute it well.

The straightforward approach combined with a genuine interest in their customer's needs. Always supporting customers through the CX journey to ensure the customer has maximum benefit.

No sales pressure; it is a refreshing experience and engaging environment when working with the Happy Signals team; no promises, just a genuine need to understand where they can make a difference for their users.

The calm Finnish approach makes the work very engaging, relaxed yet productive.

This is a great tool that makes it easy for people to provide feedback so resource rates can be higher than industry norms. The data available in the HappySignals portal is then very easy to filter and manipulate to be able to determine insights and from which actions for improvements in service experience and the experience of using technology provided by IT functions.

There is nothing to dislike in the tool.

Understanding the experience of users of IT services, in a completely different way to just looking at delivery to service level and focusing on what is important for them.

Standard solution that means very fast implementation time and a great dashboard. The best feature is that you get true input into your customer satisfaction and can through the benchmark with other HappySignals customers compare your results.

This is a standard niche product with limited options to customize the product. This is in my mind a strength but it could be a experienced as challenge for other customers.

Continue to show that customer satisfaction is what matters for our Service Desk. To be able to show these quality measures in a good manner. We also use HappySignals to drive individual development and follow up on low score.

The real time feedback, this allows use to make some tangible improvements. The interface is very easy to navigate.

Would like the ability to customise some of the calculations (%) compared to the number of tickets logged. Improvement to the two way integration into our ITSM tool.

Currently looking to improve the way we support and roll out iPhones to our staff. We have successfully business cased for 2 additional staff with an approximate savings of £460,000 per year through process improvements. All lead from the feedback & data gathered from Happy Signals.

As a Technical Consultant, I love that HappySignals is a plug-and-play solution: After inserting just one mail script, I can present the final solution to clients. This makes it easy to talk about potential value, and to talk constructively about meaningful measurements and drilldown opportunities.

I am missing out-of-the-box reports to give 1) response rate and 2) how many percent of responders filled in the survey.

Using

I am a sucker for data driven decisions. Happy Signals enables you to link user feedback to each support ticket. The value of this is that all the metadata from the ticket is directly relatable to the user feedback. As user feedback is harvested the statistics highlight not only if users are happy but WHY they are happy and WHY they are unhappy, as the case might be.

An example: Users using Service A are significantly less happy than the users of other services. What might be the root cause(s)? Ah, look, these unhappy users are using predominantly using email as the support channel instead of the other channels such as the service portal of phone. Furthermore these unhappy users's tickets are passing significantly more steps (reassignments) than the average. Ah, could it be that tickets generated from mail are not categorized correctly, leadning to bouncing tickets, increased resolution time and below par user service? This jypothesis is worth testing, and improvements are relatively easy to implement. Thank you, Happy Signals, for directing our improvement efforts in the direction that actually matter instead of us using our assumptions as we have done in the past.

It would be nice if the product out-of-the-box had a feature to give us a day-to-day view of the survey response rate

The surveys are user friendly and the analytics have a very straight forward approach.

Easy and quick access to filtered data by Teams/Location or others

The factors are a great quick view of the main pain points VS gain points.

It could use a bit more integration with Jira, when it comes to widgets, ways to share/schedule reports.

Within the last few years, the HappySignals tool has helped our company to steadily improve our end user experience. It is a valuable tool also for our partners and an important part in our common IT service development. It provides us possibility to recognize the areas which need to be improved and is used also to motivate our customer service agents in their daily operations.

To get all relevant stakeholders involved of utilizing the data available. Not able to implement company spesific additional questions.

Ensure you have time and commitment for implementation. Make sure people are aware tool and you utilize the data available.

Is our service available at the right time with right size. Able to escalate to vendors with spesific details. Visible results available for speed of service.