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User review
of ProProfs Knowledge Base
Best tool to reduce tickets
-
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?
The tool helped me cut down the support tickets significantly. My customers feel empowered as they are able to resolve queries on their own, without reaching out to my support staff. My customer support teams don’t have to answer the same questions again and again, which increases their productivity and helps them concentrate on more serious customer concerns.
What aspects are problematic or could work better?
Technical issues were there in the beginning, but after some time, the product started working smoothly.
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?
1-10 Employees
What is your industry?
Human Resources
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.
- 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?
Less than 1 year
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database amazing
5
Customer Notes with Alerts very good
4
Customer Distress very good
4
Customer Insights very good
4
Agent Ratings amazing
5
Service Contracts very good
4
Mobile Support Channels
Email very good
4
Phone amazing
5
Chat very good
4
Social Media very good
4
Self-service portal very good
4
Forums amazing
5
Form Embed very good
4
Wiki amazing
5
Ticket Management
Ticket Queue very good
4
Email Integration amazing
5
Ticket Automation & Workflows amazing
5
Customizable Ticket Page amazing
5
Visual Support very good
4
Ticket Collision Prevention very good
4
Related Tickets very good
4
Collaboration
Internal Social Network amazing
5
User Groups amazing
5
Reporting and Analytics
Report Templates amazing
5
Advanced Custom Reports very good
4
Customizable Dashboards very good
4
