- Home Customer Support Software ProProfs Knowledge Base Wonderful experience
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User review
of ProProfs Knowledge Base
Wonderful experience
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Superb
7out of 7
OVERALL IMPRESSION very good
4out 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?
Creating a knowledge base is extremely easy with this software. It has got robust features, strong functionality and offers some smart integrations. The insightful reports it provides help in identifying successful and failed searches, popular and poorly-rated articles, failed keywords, etc. This information is crucial for making suitable improvements in the knowledge base.
What aspects are problematic or could work better?
We experienced some technical glitches initially because of which it was difficult to use the software.
What features/services would you like to see in future versions of this product?
The tool doesn’t have a mobile app. It would be great if it has one in the future.
What specific problems in your company were solved by this product?
Customer tickets went down drastically and my support staff doesn’t have to answer same repeated queries again and again.
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
What is your industry?
Building Materials
USAGE & IMPLEMENTATION
How did your company implement this product?
on premise
How long did it take to set up this product?
less than 1 hour
How many people in your company actively use this product?
several employees
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 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?
Unlimited
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 amazing
5
Agent Ratings amazing
5
Service Contracts amazing
5
Mobile Support Channels
Email very good
4
Phone amazing
5
Chat amazing
5
Social Media very good
4
Self-service portal very good
4
Forums amazing
5
Form Embed amazing
5
Wiki amazing
5
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows amazing
5
Customizable Ticket Page very good
4
Visual Support amazing
5
Ticket Collision Prevention amazing
5
Related Tickets amazing
5
Collaboration
Internal Social Network amazing
5
User Groups amazing
5
Reporting and Analytics
Report Templates very good
4
Advanced Custom Reports amazing
5
Customizable Dashboards amazing
5
