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User review
of ProProfs Help Desk
Making Your Agent’s Life Easy with ProProfs Help Desk
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Very likely
6 out of 7
COST EFFICENCY Very good
6out of 7
OVERALL IMPRESSION ok
3out 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?
I have found proprofs help desk to be the best customer support software till date. It has played a crucial role in reducing support costs with less number of tickets generated. My agents can also save their time by not having to answer the same questions of customers.
What aspects are problematic or could work better?
There are none aspects in proprofs help desk that I find problematic.
What features/services would you like to see in future versions of this product?
Though this product seems to fulfill the majority of my customer support needs, I believe they should come with a mobile app, as the world is on the go in times of today.
What specific problems in your company were solved by this product?
I was losing on my customers to the competitors. Couldn’t figure out how to keep them happy with faster responses. This was when I got to know about proprofs help desk. Tickets not only resolve faster but also, there is more customer satisfaction.
Are you a current user of this product?
No
USER DETAILS
What is your role with this product?
- I manage other people who use it
How long have you been using this product?
Less than 1 year
COMPANY DETAILS
What is your company size?
11-50 Employees
What is your industry?
Facilities Services
USAGE & IMPLEMENTATION
How did your company implement this product?
in the cloud
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?
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 did not have to spend a penny to implement this product in my business.
What is your total annual cost for using this product?
I opted for the “Business” annual plan for proprofs help desk and paid $79 per month.
How long is your contract with the vendor?
Less than 1 year
Did you get any discount for this product? How much?
Yes. Buying an annual subscription for “Business” plan of proprofs help desk, I got a $10 discount.
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 ok
3
Chat ok
3
Social Media very good
4
Self-service portal very good
4
Forums very good
4
Form Embed very good
4
Wiki ok
3
Ticket Management
Ticket Queue very good
4
Email Integration ok
3
Ticket Automation & Workflows amazing
5
Customizable Ticket Page ok
3
Visual Support very good
4
Ticket Collision Prevention amazing
5
Related Tickets amazing
5
Collaboration
Internal Social Network amazing
5
User Groups very good
4
Reporting and Analytics
Report Templates very good
4
Advanced Custom Reports ok
3
Customizable Dashboards very good
4
