Happeo Cuts Email Response Time to 30 Minutes With Our B2B Customer Support Team

“As we strive for outstanding customer relations, it’s great to see that the support team knows most of the regular customer contacts by name.“
— Happeo team

When internal communication tools become mission-critical for thousands of employees, every minute of support matters.

This B2B customer service case study explores our partnership with Happeo — a SaaS solution that can best be described as the intranet helping fast-growing companies overcome information chaos. Used by both small and enterprise businesses, this platform is a single space where employees can find and share updates, information, news, and files, as well as discuss new projects, objectives, and social activities.

Being a product with a few hundred thousand users, Happeo needed a first line of B2B SaaS customer support for handling incoming tickets and escalating them to the in-house team if needed.

Happeo aimed to ensure a smooth experience for their clients — one where they could communicate, stay connected without disruptions. Even short response delays could impact productivity across departments and damage the overall platform experience.

With clients spread across multiple time zones, it was challenging for Happeo to process requests 24/7 in-house. They required an expert B2B customer support team that would provide instant responses and fast issue resolution round-the-clock.

Solution

Happeo partnered with SupportYourApp for 24/7 support. Within the first few months, our consultants became an extension of Happeo’s internal team, fully integrating into their processes and communication flows.

The initial steps included:

1. Compliance with Happeo’s strict security policies
2. Streamlined communication with in-house team members regarding tickets escalations
3. Use of Happeo’s support tools

Through close collaboration and continuous feedback, we streamlined communication between our consultants and the client’s internal team and created an efficient support flow that maintained Happeo’s high service standards.

Results

Throughout our partnership, SupportYourApp’s team has been consistently delivering top-tier support. Over time, we’ve decreased resolution times and achieved perfect satisfaction scores multiple months in a row.
On average, each support ticket now receives a reply in less than 30 minutes — a remarkable result for a product with such a large and diverse user base.

Our collaboration with Happeo shows how the right partnership can level up customer experience. With an embedded 24/7 support team, Happeo’s clients enjoy faster responses and smooth issue resolution — no matter their time zone. 

As both our companies continue to grow, our shared focus remains on maintaining exceptional service quality and strengthening customer trust worldwide.

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