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User review
of ProProfs Help Desk
Ticketing System that Comes with Custom Fields Feature
-
by Roberge Mark
USER SATISFACTION
RECOMMENDATION Very likely
6 out of 7
COST EFFICENCY Good
5out 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?
I like the custom fields feature of Proprofs help desk, as my operators can gather the right amount of information from customers at one go. My operators have thus grown more efficient.
What aspects are problematic or could work better?
Right now, I find the product to be working perfectly fine. The company may take a call on the product developments in the future.
What features/services would you like to see in future versions of this product?
May be a mobile app. I am not sure.
What specific problems in your company were solved by this product?
My operators don’t have to waste time in gathering requisite information from the customer every now and then. They can get it right in the first instance as they work on the concerned ticket. Initially, we were facing the problems of productivity and efficiency but now, we have been able to overcome those.
Are you a current user of this product?
Yes
USER DETAILS
How long have you been using this product?
1-3 years
COMPANY DETAILS
What is your company size?
More than 100 Employees
What is your industry?
Chemicals
USAGE & IMPLEMENTATION
How did your company implement this product?
in the cloud
How many people in your company actively use this product?
all 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?
There are no setup or installation costs of ProProfs help desk. I find it affordable. I am using the “Business” plan of this ticketing software.
What is your total annual cost for using this product?
I am currently using the “Business” plan of ProProfs Help Desk and it costs me $79 per month (annually).
Did you get any discount for this product? How much?
On the annual plan, I availed a discount of $10 for the “Business” plan of ProProfs Help Desk.
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database very good
4
Customer Notes with Alerts amazing
5
Customer Distress very good
4
Customer Insights very good
4
Agent Ratings very good
4
Service Contracts very good
4
Mobile Support Channels
Email very good
4
Phone ok
3
Chat very good
4
Social Media ok
3
Self-service portal very good
4
Forums very good
4
Form Embed ok
3
Wiki ok
3
Ticket Management
Ticket Queue very good
4
Email Integration amazing
5
Ticket Automation & Workflows very good
4
Customizable Ticket Page very good
4
Visual Support amazing
5
Ticket Collision Prevention very good
4
Related Tickets very good
4
Collaboration
Internal Social Network ok
3
User Groups ok
3
Reporting and Analytics
Report Templates very good
4
Advanced Custom Reports ok
3
Customizable Dashboards very good
4
