User review
of ProProfs Help Desk
I love this tool !
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Very likely
6 out of 7
COST EFFICENCY Very good
6out of 7
OVERALL IMPRESSION very good
4out of 5
EASE OF USE amazing
5out of 5
CUSTOMER SUPPORT very good
4out of 5
PROS & CONS
What are the best aspects of this product?
If I had to choose, the entire process automation technique used in ProProfs Help Desk is amazing. It makes ticket assignments really easy and fun. Also, collaborating with agents on tickets is not at all a hassle with this tool.
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?
An upgrade on customization would be great, but the tools functionalities are spot on.
What specific problems in your company were solved by this product?
Personally, I found it really difficult to have a set process for customer support. With ProProfs Help Desk, I didn't have to worry about anything! It just did it all in it's own. The process was automatically designed and our team was super efficient! Great tool for customer support!
Are you a current user of this product?
Yes
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?
Professional Training & Coaching
USAGE & IMPLEMENTATION
How did your company implement this product?
in the cloud
How long did it take to set up this product?
more than 1 month
How many people in your company actively use this product?
most employees
What is the primary use of this product in your company?
both B2B & 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.
PRICING & COSTS
How long is your contract with the vendor?
1 year
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database very good
4
Customer Notes with Alerts ok
3
Customer Distress very good
4
Customer Insights ok
3
Agent Ratings very good
4
Service Contracts very good
4
Mobile Support Channels
Email very good
4
Phone very good
4
Chat ok
3
Social Media very good
4
Self-service portal very good
4
Forums ok
3
Form Embed very good
4
Wiki ok
3
Ticket Management
Ticket Queue very good
4
