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User review
of ProProfs Help Desk
The Most Feature-Rich Help Desk Software I Have Ever Used
-
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?
Shared inbox, issue tracking, and in-built survey are a few of the best aspects of the proprofs help desk. I cannot imagine my customer support team delivering an exceptional support experience without this ticketing system in place.
What aspects are problematic or could work better?
Till date, I have not found any problems with the product. It has been working wonders for my agents.
What features/services would you like to see in future versions of this product?
I hope that proprofs help desk may have easy integration with social media in the days to come.
What specific problems in your company were solved by this product?
Missed customer issues and requests, slow or no resolution of the problem and failure of the teams to act in collaboration are a few of the issues that the product has solved for my organization.
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
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.
PRICING & COSTS
How long is your contract with the vendor?
Unlimited
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database amazing
5
Customer Notes with Alerts very good
4
Customer Distress amazing
5
Customer Insights amazing
5
Agent Ratings very good
4
Service Contracts very good
4
Mobile Support Channels
Email amazing
5
Phone amazing
5
Chat very good
4
Social Media very good
4
Self-service portal amazing
5
Forums amazing
5
Form Embed amazing
5
Wiki very good
4
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows amazing
5
Customizable Ticket Page amazing
5
Visual Support amazing
5
Ticket Collision Prevention amazing
5
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 very good
4
Customizable Dashboards very good
4
