Happay's Growth and Customer Service Enhancement with Freshworks

Happay is a fintech startup that provides corporate expense management solutions. The company operates across various geographies including the United States, Dubai, India, and Brazil. Happay's services make expense claims, approvals, and reimbursements easy for companies and their employees. In 2019, Happay was ranked among the top 3 expense management tools in Asia according to G2 and received the “CIO Choice” recognition for the Travel and Expense Management Category. The company operates on a subscription model and places a high emphasis on customer service, recognizing that trust is the most valuable currency in their business.

Happay, a fintech startup specializing in corporate expense management, was facing challenges in managing its customer service operations. The company, which operates on a subscription model, needed to ensure quality customer service to maintain trust and encourage subscription renewals. With over 25,000 customer queries per month across various channels, Happay had outgrown its initial systems which were not interconnected. The company aimed to resolve each ticket within 16 hours, a target that was difficult to achieve with the legacy systems. Additionally, the support team had to collaborate with bank partners to resolve issues like invoice-related queries, technical bugs, and legal contracts. The lack of a unified system across internal teams made information sharing difficult. Happay was in need of a platform that would support their business model, unify their operations, and enable easy collaboration.

Happay implemented Freshworks 360, starting with Freshdesk in 2015, and later adding Freshsales (CRM), Freshservice (ITSM), and Freshchat (live chat). The goal was to integrate all customer service channels onto a single platform and reduce the number of tickets through automation, deflection, and chatbots. Happay used a combination of Freshdesk and Freshchat to support their customers, while Freshservice and Freshsales integrations allowed agents to access information like subscription status and past queries. This context helped them understand the problem better and respond effectively. Happay also utilized a custom app from Freshdesk called ‘Closed New’ that ensured that when a customer responds on a closed ticket after a certain amount of time, the ticket remains closed and a new ticket is created instead. This helped maintain the team’s SLAs. Happay is also considering adding Freshcaller to their suite of products to integrate their phone system.

• The implementation of Freshworks 360 has significantly improved Happay's customer service operations. The integration of all customer service channels onto a single platform has streamlined the process and made information sharing easier. The use of automation, deflection, and chatbots has helped reduce the number of tickets, allowing the company to scale its support without adding too many agents. The ‘Closed New’ app has ensured that the team’s SLAs are not affected by customer responses on closed tickets. The company is now in a better position to maintain customer trust and encourage subscription renewals. Looking ahead, Happay plans to set up chatbots and integrate their phone system, further enhancing their customer service experience.

• First Contact Resolution increased to over 60%

• Resolution SLA achieved at 90%

• Customer Satisfaction (CSAT) score improved to 95%