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User review
of ProProfs Help Desk
Gather Customer Feedback With the In-Built Survey Maker
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Very likely
6 out of 7
COST EFFICENCY Very good
6out of 7
OVERALL IMPRESSION amazing
5out of 5
EASE OF USE very good
4out of 5
CUSTOMER SUPPORT very good
4out of 5
PROS & CONS
What are the best aspects of this product?
Proprofs help desk enables teams to collaborate, make internal notes and comments, and resolve tickets faster without missing on any. The customer support tool features parent-child ticketing system which is great.
What aspects are problematic or could work better?
I have found no problems in proprofs help desk so far. It needs no installation or set up and works smoothly.
What features/services would you like to see in future versions of this product?
Social media integration is a major feature I would like to see in the future help desk ticketing system by proprofs.
What specific problems in your company were solved by this product?
This software enabled me to monitor my operator performance and improve customer support by training operators. Also, now, my customer support team can deal with more customer questions and resolve them than before.
Are you a current user of this product?
No
USER DETAILS
How long have you been using this product?
Less than 1 year
COMPANY DETAILS
What is your company size?
51-100 Employees
What is your industry?
Financial Services
USAGE & IMPLEMENTATION
How did your company implement this product?
on premise
How long did it take to set up this product?
less than 1 day
How many people in your company actively use this product?
several employees
What is the primary use of this product in your company?
mostly B2C
EFFECT ON BUSINESS GOALS:
How did using this product affect your business goals?
- It enabled businesses to provide their customer and potential clients with quick and reliable access to support and information.
- It helped businesses identify common issues and devise practices and resolutions to quickly address them.
- It allowed businesses to collect information they need to make smart intelligent decisions to satisfy their customers, improve their products and services, and attain their corporate goals.
- It enabled businesses to evaluate their employees and determine their most reliable as well as underperforming agents.
- It helped in identifying opportunities for repeat businesses and upsells.
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database amazing
5
Customer Notes with Alerts very good
4
Customer Distress very good
4
Customer Insights very good
4
Agent Ratings amazing
5
Service Contracts very good
4
Mobile Support Channels
Email very good
4
Phone amazing
5
Chat amazing
5
Social Media amazing
5
Self-service portal very good
4
Forums amazing
5
Form Embed very good
4
Wiki amazing
5
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows amazing
5
Customizable Ticket Page amazing
5
Visual Support very good
4
Ticket Collision Prevention very good
4
Related Tickets very good
4
Collaboration
Internal Social Network amazing
5
User Groups very good
4
Reporting and Analytics
Report Templates amazing
5
Advanced Custom Reports amazing
5
Customizable Dashboards very good
4
