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User review
of ProProfs Knowledge Base
Best customer support tool
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Definitely
7 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 amazing
5out of 5
PROS & CONS
What are the best aspects of this product?
My clients always complained that my customer support team are not really proficient in their approach towards resolving a query. Then, I decided to go for ProProfs knowledge management software.
I am very happy that I chose this tool because it helped me lower the customer tickets significantly. I have referred ProProfs to many of my peers who are eyeing to improve the productivity of their client support team.
What aspects are problematic or could work better?
The tool has been successful in meeting all the expectations. I want to know if this can be integrated with customised in-house tools?
Are you a current user of this product?
No
USER DETAILS
What is your role with this product?
- I use it myself
How long have you been using this product?
Less than 1 month
COMPANY DETAILS
What is your company size?
11-50 Employees
What is your industry?
Computer Software
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?
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.
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database amazing
5
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 amazing
5
Phone amazing
5
Chat amazing
5
Social Media very good
4
Self-service portal amazing
5
Wiki amazing
5
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 amazing
5
Reporting and Analytics
Report Templates very good
4
Customizable Dashboards amazing
5
