ProProfs Help Desk Software Review: Overview – Features – Pricing
Proprofs Help Desk is a cloud-based ticketing system and customer service software. It is a tool that can help businesses keep their customers happy and satisfied to get repeat orders, and gain their loyalty. When customers request for support, it is important to take their case and resolve the issue as soon as possible. Support teams need modern systems that can help them organize requests, collaborate among themselves, build self-help content, communicate with customers, and more, to keep customers delighted.
Features, Benefits, Product Strengths
- Shared Inboxes in one place – Proprofs Help Desk enables support agents to have all customer-facing inboxes in one place. These shared inboxes are able to capture all types of customer requests, and provide agents the ability to send timely response to each one of them. All customer requests in shared inboxes also allow agents to collaborate on tickets for faster resolution. It is easier to check ticket and customer history, and assign, prioritize and manage tickets. Agents can use labels to organize, as well as auto- or canned response to acknowledge the receipt of tickets. It is also customizable, so users can set priorities to match SLAs, set ticket overdue alert time, and create surveys for customer feedback.
- Performance Tracking for Agents, Live Chat for Customers – The help desk software allows customers to rate agents in different ways and occasions. Users can then generate reports to track different metrics, on individuals or groups. Reports can show if, over time, there is increasing overdue tickets or decreasing performance rating, so proper training can be given to support staff. The Live Chat tool is included in Help Desk, enabling agents to provide instant support to customers. They can quickly answer questions using their desktop or mobile device. Customers and chat history are remembered, allowing agents to provide personalized support. The chat tool can be easily added to web pages.
- Self-help Knowledge Base and Training Maker – Proprofs Help Desk enables businesses and their support agents to proactively give support through a knowledge base. Customers are able to search frequently asked questions, so agents can avoid answering the same questions. This can reduce ticket volume by as much as 80 percent. Moreover, a Knowledge Base is always accessible to customers, regardless of location or time zone. The software also includes a Training Maker that gives users the tools to build training courses not only to customers, but to agents as well. They can create branded online courses with documents and videos. It can keep track of who takes the courses, and assess knowledge gaps with quizzes.
Proprofs Help Desk offers a free plan for startups exploring an online help desk system. It includes for 1 user, 1 inbox, 1 department, 100 tickets per month, and holding 1 month of ticket history. The Team plan is at $39 per month billed annually ($49 monthly), and includes for 3 users, 1 inbox, 1 department, 6 months of ticket history, unlimited tickets, and more features such as auto- and canned response, ticket ratings, phone support, Knowldege Base and Live Chat. Higher premium plans are the Business plan and Enterprise plan with more features. Users can try an premium plan for free for 15 days. Yearly subscription comes with discounts, too.
Social Network Presence
Proprofs Help Desk is for startups, SMBs, agencies or enterprises that need a simple but feature-rich web-based ticketing system and customer support software.
Some of their Clients
Clients include Sony, Dell, Cisco, Accenture, Yale, and University of Phoenix.
Professor Daniel Stein stated that he really likes the Proprofs user experience. He described the interface as easy to use yet packed with powerful settings. Bill Wisell described the Help Desk support as excellent. He elaborated that the company’s customer support is one of the best he has experienced. He believes that the company’s support staff truly care about their customers, so they deliver resolutions fast.
Why Proprofs Help Desk
Proprofs Help Desk software is simple and easy to use, but by facilitating the resolution of issues, it can strengthen customer relationships. It provides a comprehensive solution through different channels such as ticketing, chat, and knowledge base, among others. Also, customers can talk to real Proprofs support people via chat, email, or phone.
Proprofs Help Desk is a product of Proprofs, a privately held knowledge management software and e-learning tools development company based in Los Angeles, CA, USA, with offices in India. It was founded in 2005 by Sameer Bhatia, a knowledge management advocate and Internet entrepreneur. The company offers comprehensive e-learning tools for building, testing, applying, and sharing knowledge. It is being used by more than 1.2 million businesses, educators, and students for training, assessment, exams and quizzes, and brain game solutions. It aims to make the world a smarter place with its products.