- Home Customer Support Software ProProfs Knowledge Base Best for our call center
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User review
of ProProfs Knowledge Base
Best for our call center
-
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 very good
4out of 5
PROS & CONS
What are the best aspects of this product?
ProProfs Knowledge Base is like a complete package with a stellar set of features at a cost both large and small businesses can easily afford.
What aspects are problematic or could work better?
Trial period limit can be extended to at least 30 or 40 days. It would be really helpful for those who need more time understanding the tool.
What features/services would you like to see in future versions of this product?
ProProfs can come up with a feature that allows the user to mark a comment and tag the specific person. This would make collaboration on documents easier.
What specific problems in your company were solved by this product?
As a call center, managing customer queries is a core part of our job. But the ticket flow is so heavy on some days, we don’t have the track if some issues go unattended. Thanks to ProProfs, we now have a full-fledged knowledge base that helps both our customers and agents find quick answers to questions. This prevents customers from raising tickets for basic issues, and allows agents to respond faster to customer requests.
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?
More than 100 Employees
What is your industry?
Events Services
USAGE & IMPLEMENTATION
How did your company implement this product?
on premise
How long did it take to set up this product?
less than 1 month
How many people in your company actively use this product?
most 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.
PRICING & COSTS
What was the cost of implementing this product?
cost of implementing was pocket friendly
What is your total annual cost for using this product?
total annual cost is manageable
How long is your contract with the vendor?
1 year
Did you get any discount for this product? How much?
NO
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database amazing
5
Customer Notes with Alerts amazing
5
Customer Distress amazing
5
Customer Insights amazing
5
Agent Ratings amazing
5
Service Contracts amazing
5
Mobile Support Channels
Email very good
4
Phone very good
4
Chat very good
4
Social Media ok
3
Self-service portal very good
4
Forums very good
4
Form Embed ok
3
Wiki amazing
5
Ticket Management
Ticket Queue amazing
5
Email Integration very good
4
Ticket Automation & Workflows amazing
5
Customizable Ticket Page very good
4
Visual Support very good
4
Ticket Collision Prevention very good
4
Related Tickets very good
4
Collaboration
Internal Social Network very good
4
User Groups very good
4
Reporting and Analytics
Report Templates ok
3
Advanced Custom Reports very good
4
Customizable Dashboards ok
3
