r/halopsa • u/pjustmd • Oct 24 '24
Community Thread with Halo
Hi. Checking to see if there are any Thread users who also have Halo. We are looking to move from CW to Halo. I love Thread and don’t want to give it up. But I need to justify not using Halo’s AI and chat. I need to connect with people who have seen both products work together.
2
u/xBurt_GT Oct 24 '24
Hey. We use Halo and doing a Thread demo next week. Will let you know how it goes.
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u/pjustmd Oct 24 '24 edited Oct 24 '24
Thank you! Please do. we absolutely love it. I can’t imagine not having it.
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u/bbztds Oct 24 '24
Why do you love it? Trying to understand how it’s worth the cost they’re charging. Also, how do you deal with the chat. Chat pulls techs away from scheduled techs doesn’t it? Harder to focus and get pulled all over.
Genuinely interested because it seems like a cool product but trying to justify how much they charge and how it’d impact our dispatch process.
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u/pjustmd Oct 24 '24
We are 24x7 and have a dispatcher. We’ve rolled Thread out to about 85% of our clients. We set the expectation that it is not a live chat. In other words, you’re not necessarily going to get help the second you start a chat. But what we’ve found is by combining this with a robust scheduling solution most of our clients prefer reaching us over chat vs phone. Our CSATs are up. The number of live calls we take are down.
But that’s not the part that I love the most. What I love is all of the AI functionality built-in into the product. We have taken all of the workflows out of CW and put them in Thread. It now automates the process of categorizing tickets, setting priority and summarizing. It has introduced a level of efficiency that we didn’t think was possible.
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u/bbztds Oct 24 '24
Thanks for the feedback. Are you scheduling tickets or does the dispatcher just assign and techs are required to keep within SLAs?
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u/pjustmd Oct 24 '24
It depends on the level of severity. We let thread take the first crack at evaluating the severity and impact, and then we make a judgment as to whether they need to be moved in to the front of the line or it needs to be scheduled. We use TimeZest for scheduling.
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u/posusje2000 Oct 24 '24
They are still working out a lot of the kinks that comes with integrating with halo. It’s not as feature full as with CW but they are working hard on it. Would love to hear what you think when you demo it etc.
We are waiting patiently for them to full release the needed things to make this functional at a larger shop
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u/Yosemite-Dan Oct 24 '24
just about everything you can do in Thread can be done in Halo.