- Home Customer Support Software ProProfs Knowledge Base Our customer support team is more efficient than before
- Why is FinancesOnline free
User review
of ProProfs Knowledge Base
Our customer support team is more efficient than before
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Very likely
6 out of 7
COST EFFICENCY Superb
7out of 7
OVERALL IMPRESSION very good
4out 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 software provides an extensive range of features. When we started using the tool, we were surprised to find that there is a feature for everything - styling and structuring the content, adding feedback forms to the document, search function, tracking previous changes, and much more. This bunch of unique features enabled us to build an impressive customer support platform for our support staff.
What aspects are problematic or could work better?
Since it’s been only 6 months we started using this tool, we didn’t come across any major issues.
What features/services would you like to see in future versions of this product?
A in built AI system would be better.
What specific problems in your company were solved by this product?
Being a B2C firm, we receive support requests in large quantities every day. It’s challenging for our support team to address issues promptly and keep our customers satisfied. That’s where ProProfs helped us. The software helped us create an online customer support platform. Our team uses it to find answers instantly and share them with customers via chat, over the phone, or emails. The process is super simple now.
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?
11-50 Employees
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?
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.
- 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?
Just as much their price
What is your total annual cost for using this product?
We are currently paying around $400 / year
How long is your contract with the vendor?
1 year
Did you get any discount for this product? How much?
Not sure about this
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 very good
4
Service Contracts amazing
5
Mobile Support Channels
Email amazing
5
Phone amazing
5
Chat amazing
5
Social Media amazing
5
Self-service portal amazing
5
Form Embed amazing
5
Wiki amazing
5
Ticket Management
Ticket Queue amazing
5
Email Integration very good
4
Ticket Automation & Workflows amazing
5
Customizable Ticket Page amazing
5
Visual Support very good
4
Ticket Collision Prevention amazing
5
Collaboration
User Groups amazing
5
Reporting and Analytics
Report Templates amazing
5
Advanced Custom Reports amazing
5
Customizable Dashboards amazing
5
