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User review
of ProProfs Knowledge Base
Understanding customer behavior is possible now!
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by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Very likely
6 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?
Besides helping us with creating a self-service knowledge base for our customers, the tool was of immense help when it came to understanding customer behavior. Its robust reporting mechanism gives detailed insights into what our customers are searching for and not getting answers to the articles they find helpful and the ones they find irrelevant.
What aspects are problematic or could work better?
It’s been just six months since we started using the product, so no specific issues as of now.
What features/services would you like to see in future versions of this product?
It would be great to see advanced features and more powerful integrations in the future.
What specific problems in your company were solved by this product?
Customers find our self-service knowledge base quite helpful. That's one of the major reasons our ticket volume has gone down. As I mentioned above, another benefit is that the tool helped us understand our customers - what they find helpful and what they don't, what they are searching for in our knowledge base, and much more.
Are you a current user of this product?
Yes
USER DETAILS
How long have you been using this product?
Less than 1 year
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 hour
How many people in your company actively use this product?
just me
What is the primary use of this product in your company?
mostly B2B
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 helped in identifying opportunities for repeat businesses and upsells.
