- Home Customer Support Software ProProfs Knowledge Base Wonderful tool for customer support
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User review
of ProProfs Knowledge Base
Wonderful tool for customer support
-
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 software comes with smart features, settings, and integrations that make the overall experience of using it really good. We created a customer support knowledge base with this software, which is more like a self-help platform where customers can solve any queries they have regarding our products, on their own.
What aspects are problematic or could work better?
Some of the features are complex to understand. It took us quite some time to get a grip on them and use them to our advantage.
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?
51-100 Employees
What is your industry?
Oil & Energy
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 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.
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 amazing
5
Customer Insights amazing
5
Agent Ratings amazing
5
Service Contracts very good
4
Mobile Support Channels
Email amazing
5
Phone amazing
5
Chat amazing
5
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 amazing
5
Email Integration very good
4
Ticket Automation & Workflows amazing
5
Customizable Ticket Page amazing
5
Visual Support amazing
5
Ticket Collision Prevention very good
4
Related Tickets very good
4
Collaboration
Internal Social Network very good
4
User Groups amazing
5
Reporting and Analytics
Report Templates very good
4
Advanced Custom Reports very good
4
Customizable Dashboards amazing
5
