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User review
of ProProfs Knowledge Base
Support tickets have gone down
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Superb
7out of 7
OVERALL IMPRESSION amazing
5out of 5
EASE OF USE amazing
5out of 5
CUSTOMER SUPPORT amazing
5out of 5
PROS & CONS
What are the best aspects of this product?
We are happy to have added ProProfs Knowledge Base to our system. It’s an amazing product with some of the best features we have used so far. Talk about designing, publishing, writing, or role management - there is nothing that this tool doesn’t provide.
What aspects are problematic or could work better?
Some trending features are missing but after the update all is going well as of now. So no complaints.
What features/services would you like to see in future versions of this product?
I am not sure but I think it would be great to have a mobile app for the tool.
What specific problems in your company were solved by this product?
We have been dealing with the rising inflow of tickets for the last six months. Our main focus was to bring this number down to a level where the work gets manageable for our support agents. With ProProfs Knowledge Base, we have built a self-service help center for our customers. Now, most of the common questions are resolved at the customers’ end, which has decreased the ticket volume.
Are you a current user of this product?
No
USER DETAILS
What is your role with this product?
- I advised the company to purchase it
How long have you been using this product?
Less than 1 month
COMPANY DETAILS
What is your company size?
1-10 Employees
What is your industry?
Information Technology and Services
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 hour
How many people in your company actively use this product?
just me
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 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?
1 month
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 amazing
5
Phone amazing
5
Chat amazing
5
Social Media amazing
5
Self-service portal amazing
5
Forums amazing
5
Form Embed amazing
5
Wiki amazing
5
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Customizable Ticket Page amazing
5
Visual Support amazing
5
Collaboration
Internal Social Network amazing
5
User Groups amazing
5
Reporting and Analytics
Report Templates amazing
5
Advanced Custom Reports amazing
5
Customizable Dashboards amazing
5
