Case Study: Jabra achieves a true omni-channel customer experience with HappyFox

Jabra - Customer Case Study

Jabra, a global maker of hands‑free and Unified Communications headsets, faced a complex post‑sales support challenge: servicing customers across regions and many channels (phone, web forms, chat, Facebook, Twitter, YouTube) while connecting data between multiple systems. They needed a robust help‑desk that could recognize customers across channels and integrate seamlessly with their wider ecosystem.

Jabra implemented HappyFox as their omni‑channel ticketing solution, integrating it with their CRM, phone system, shipping vendors and survey tool. The platform automated ticket routing and qualification, combined knowledge base content with ticket views to speed resolution, and enabled a cloud rollout to all support sites—resulting in improved customer experience, higher agent productivity and lower resource and cost requirements.

Jabra

Martin Hartvigsen

Director, Global Technical Support