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User review
of ProProfs Help Desk
Improves Agent Productivity
-
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 very good
4out of 5
CUSTOMER SUPPORT very good
4out of 5
PROS & CONS
What are the best aspects of this product?
The fact that my agents can manage tickets without asking the admin to interfere is one of the best things to have happened after getting this ticketing software onboard. Ticket assignment becomes manageable thanks to the round-robin feature. Now we don’t have piles of tickets and agents don’t reach the point of burnout.
What aspects are problematic or could work better?
Since we’ve been using this ticketing tool for the past 5 months, it is early for us to say what’s problematic right now. Our experience so far has been smooth.
What features/services would you like to see in future versions of this product?
I would like to see a merge ticket option that helps us manage the same request made by one customer multiple times under the same ticket number. That would be something we’d like to have in future.
What specific problems in your company were solved by this product?
The fact that we do not have operator burnout anymore makes this all the more easier for us to offer seamless support to our customers.
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?
11-50 Employees
USAGE & IMPLEMENTATION
How did your company implement this product?
on premise
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
What was the cost of implementing this product?
I used Trail.
What is your total annual cost for using this product?
Free
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 very good
4
Customer Distress very good
4
Customer Insights amazing
5
Agent Ratings very good
4
Service Contracts very good
4
Mobile Support Channels
Email amazing
5
Phone very good
4
Chat very good
4
Social Media ok
3
Self-service portal ok
3
Forums ok
3
Form Embed very good
4
Wiki ok
3
Ticket Management
Ticket Queue very good
4
Email Integration very good
4
Ticket Automation & Workflows very good
4
Customizable Ticket Page very good
4
Visual Support very good
4
Collaboration
Internal Social Network very good
4
User Groups ok
3
Reporting and Analytics
Report Templates very good
4
Advanced Custom Reports very good
4
Customizable Dashboards very good
4
