One tool to manage multiple customer service channels

What are the best aspects of this product?

With ProProfs, we are able to manage multiple customer service channels with ease. Our customers can use a variety of ways to reach us. For example, they can share their concerns over email, chat with us in real-time, or even raise a ticket on our help center. We have finally become a truly customer-centric company.

What aspects are problematic or could work better?

Honestly, there are no major problem areas. We are happy with all the features we can access with this tool.

What features/services would you like to see in future versions of this product?

We have heard they have launched their chatbot feature and are looking forward to it. It will tremendously help us in assisting customers before or after our 9-5 schedule when agents are not available to take chats.

What specific problems in your company were solved by this product?

Before we tried ProProfs, we were struggling to keep a tab on customer queries coming in from a variety of channels. If agents worked on customer emails, queries on chat were left unattended and vice versa. However, now with a single dashboard, every incoming communication has an assigned owner.

Are you a current user of this product?

No