MN

Minna N.

Enterprise (> 1000 emp.)

1/3/2020

"Value for service design with HappySignals"

5/5

What do you like best about HappySignals Experience Management for IT?

I think the real-time portal view of our customer satisfaction is the most important part of this service. It is easy to follow from many different angles and point of views, how our situation is developing and what and where are the possible deviations. Then another part is the data that it is collecting in general and all possibilities for using it. The data is really valuable for us!

In addition to the data, we have enjoyed HappySignals' personnels' support towards our need. Our joint workshops have been very helpful and insightful, bringing new ideas and supporting our general point of view of the importance and meaning of user experience. Review collected by and hosted on G2.com.

What do you dislike about HappySignals Experience Management for IT?

It is not this systems fault, but we a suffering from too low answering rate. So, answering to this ticket-based survey should be done more appealing to our customers (and we have received help form HappySignals to this too). Review collected by and hosted on G2.com.

Recommendations to others considering HappySignals Experience Management for IT:

When customer experience is the main driver for developing support services, HappySignals brings excellent tools with easiness of use and transparency. Review collected by and hosted on G2.com.

What problems is HappySignals Experience Management for IT solving and how is that benefiting you?

First of all, we have now automated tooling to collect this information to us. The benefits have been growing during our path: first understanding our base level of customer satisfaction and now we are digging more deeply into the data and finding more detailed areas for improvement and service development. It is also rewarding to compare our results to the benchmark and see how we are doing there. One important point of view is the possibility to use the collected data for helping our customers to develop their services too. So we are able to utilize the data for our own purposes as well as for our customers. And with that we will create more tighter relationships with our customers. Review collected by and hosted on G2.com.

AP

Archana P.

Enterprise (> 1000 emp.)

2/13/2020

"Wartsila - HappySignals Journey"

4/5

What do you like best about HappySignals Experience Management for IT?

It is very easy to use and provides us data in a most structured way which we are using to monitor the SLA's of our Vendor and also to figure out the potential CSI candidates. It also gives us access to Benchmark which then motivates us to strive together to achieve those goals. Review collected by and hosted on G2.com.

What do you dislike about HappySignals Experience Management for IT?

The limitations to customise the form and the time window sometimes Review collected by and hosted on G2.com.

What problems is HappySignals Experience Management for IT solving and how is that benefiting you?

It helps to understand the pain areas which the users are facing like the speed of the service or the technical knowledge of the agents. This helps us to formulate the training plan for the agents to ensure they are able to solve tickets without delay and also with utmost satisfaction of the user. Review collected by and hosted on G2.com.

CM

Chris M.

Assoc. Dir. Technology Services

Enterprise (> 1000 emp.)

12/18/2019

"Customer Experience and Productivity Impacts a Critical KPI"

5/5

What do you like best about HappySignals Experience Management for IT?

Ge vendor engagement from our account team who earnestly want to see us succeed. Review collected by and hosted on G2.com.

What do you dislike about HappySignals Experience Management for IT?

I don't really understand how to interpret the "score" for customer satisfaction. Definitely understand the rends but how do I interpret something like +66? Will ask my account team. Review collected by and hosted on G2.com.

Recommendations to others considering HappySignals Experience Management for IT:

The Happy Signals team is truly invested in your success and will guide you step by step through implementation and support you well after you go into production. Here at GW we use the tool for more than just employee experience but also for student experience, faculty and alumni experience and the results have given us actionable awareness so we can improve our services. Review collected by and hosted on G2.com.

What problems is HappySignals Experience Management for IT solving and how is that benefiting you?

We are having problems with our call to action email but the Happy Signals Account team is helping us address those with best practice recommendations. Review collected by and hosted on G2.com.

AI

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

10/30/2020

"Simple and happy service"

5/5

What do you like best about HappySignals Experience Management for IT?

The integrations it offers & the feedback portal analysis Review collected by and hosted on G2.com.

What do you dislike about HappySignals Experience Management for IT?

Maybe not enough resources? But I understand the team is growing, which is great! Review collected by and hosted on G2.com.

NR

Nina R.

Service Manager

Enterprise (> 1000 emp.)

11/4/2019

"Gives transparency in end user satisfaction"

5/5

What do you like best about HappySignals Experience Management for IT?

Live end user satisfaction data that can be converted in service improvements

Find the weak spots in services and business & geographical areas

Instant feedback to agents

Creating discussions/buzz about end user experience on all levels in organisation Review collected by and hosted on G2.com.

What do you dislike about HappySignals Experience Management for IT?

Needs a lot of communication for target groups who is analysing data that they understand the concept of NPS for example. Also lost working time is not that reliable data. Review collected by and hosted on G2.com.

Recommendations to others considering HappySignals Experience Management for IT:

Communication is important to all stakeholders what in mean, why and how data is being analyzed Review collected by and hosted on G2.com.

What problems is HappySignals Experience Management for IT solving and how is that benefiting you?

Basically we are using the HS EE to cover all end user satisfaction survey needs we have and use to analyze all areas of IT, Finance, HR and Procurement cases. used as tool for recognizing service improvements, different project KPI and SLA analysis etc Review collected by and hosted on G2.com.

BD

Barj D.

Service Delivery Manager

Transportation/Trucking/Railroad

Enterprise (> 1000 emp.)

10/19/2019

"Always Happy :)"

5/5

What do you like best about HappySignals Experience Management for IT?

The simplicity of the completion survey and also the HappySignals Portal makes it very simple to view and analyse the submissions and scores. They do all the hard work for you. Review collected by and hosted on G2.com.

What do you dislike about HappySignals Experience Management for IT?

No downside in the product at all. The introduction of integration for ServiceNow CSM is great. The team were always available from Finland but the addition of HappySignals team members in UK has helped relationships grow further. Review collected by and hosted on G2.com.

Recommendations to others considering HappySignals Experience Management for IT:

HappySignals is a great product and provides very quick and detailed analysis of survey responses. The team at HappySignals are always available to assist and welcome new requests and ideas for innovation. I would highly recommend speaking to the team regarding Employee Experience and any other surveys you conduct within your business. Review collected by and hosted on G2.com.

What problems is HappySignals Experience Management for IT solving and how is that benefiting you?

We are gaining valuable feedback from Internal End Users in the ITSM space. We are also moving aways from using Survey Monkey for Customer facing surveys to now use HappySignals. This will give us much richer analysis of the responses to target out improvements. Review collected by and hosted on G2.com.

JK

Janne K.

Head of Service area Finland

Enterprise (> 1000 emp.)

11/4/2019

"Great experience comes from great people"

5/5

What do you like best about HappySignals Experience Management for IT?

Most exciting is to bring visibility to your improvement areas, even the quality is already good in average level. Also possibility to benchmark your own service is very valuable data. Review collected by and hosted on G2.com.

What do you dislike about HappySignals Experience Management for IT?

Downside is that we cannot get all reporting to same place. HappySignals is excellent for employee experience, but it is not only metric for service management, unfortunately, which cause then separate instances to follow data. Review collected by and hosted on G2.com.

VH

Vesa H.

Global Service Delivery Manager

Enterprise (> 1000 emp.)

11/5/2019

"Great tool and easy to use, you will get much more responses than with other tools"

5/5

What do you like best about HappySignals Experience Management for IT?

Feedback % with old tool was 10% now with Happy it is 40%. With more data you can do better decisions. Review collected by and hosted on G2.com.

What do you dislike about HappySignals Experience Management for IT?

Some people in the organization do not understand the value of the tool and data you are getting. Review collected by and hosted on G2.com.

Recommendations to others considering HappySignals Experience Management for IT:

Just use it! Review collected by and hosted on G2.com.

What problems is HappySignals Experience Management for IT solving and how is that benefiting you?

Happiness score is one part of our contract with our vendor. The tool give a very easy way to see how different teams and vendors are performing. Review collected by and hosted on G2.com.

TO

Tuna O.

Global IT Manager - User Care and IT Processes

Enterprise (> 1000 emp.)

10/28/2019

"Customer of HappySignals"

5/5

What do you like best about HappySignals Experience Management for IT?

HappySignals helps us to improve in many different ways.

Alao team is very helpful, and positive people with a true service mindset. Review collected by and hosted on G2.com.

What do you dislike about HappySignals Experience Management for IT?

Telling the platform to the people in my organization is very hard. They are not infused to the tool very much. Review collected by and hosted on G2.com.

AB

Ashish B.

Architect

Enterprise (> 1000 emp.)

5/8/2019

"Customer surveys and analytics"

5/5

What do you like best about HappySignals Experience Management for IT?

Best UI and UX and admin support and bringing the CSAT data OOB Review collected by and hosted on G2.com.

What do you dislike about HappySignals Experience Management for IT?

It is really easy to deploy and bring the user experience Review collected by and hosted on G2.com.