ProProfs Help Desk

“Gmail like interface makes it Unique”

Pluspunten:

ProProfs is a perfect customer help desk software. I love their features: shared inbox, connect support systems, customer satisfaction survey. A customer satisfaction survey helps to identify how you can improve your customer support. Support agents' performance record makes it unique.

Minpunten:

I don’t find enough integrations. Hopefully, they will bring more integrations in the near future. But overall, it’s a complete customer help desk system.

Overwogen alternatieven: Zendesk

The best investment we have made so far!

Opmerkingen: With ProProfs, our reporting has become way stronger now. As a customer service manager, I can easily analyze both agents’ as well as team performance. Just one glance and we can easily see how customers are rating their interactions with our team. This is really helpful because even if a company has a low ticket resolution time, it’s not of much help if the customer is unhappy.

Pluspunten:

We picked ProProfs Help Desk after using another vendor for around 3 years. We thought we were measuring agent performance and that was enough. However, ProProfs helped us realize that important help desk metrics such as average first response time, average ticket resolution time, etc. are great for measuring team performance.

Minpunten:

We have been using this tool for the past 6 months now, and it has met our expectations on almost every occasion. No complaints as of now.

Take support to your table

Pluspunten:

It's very easy to use and has great customer support!

Minpunten:

I wish the deployment would be upgraded for ios users.

Awesome Gmail Like Interface!

Opmerkingen: It has been great for the past 7 months. It’s a lot easier for my team to provide support to customers and never miss out on a single sales or support opportunity. Kudos to the ProProfs team for creating an awesome support tool!

Pluspunten:

We like how the interface of this help desk software works. We have previously used a few help desk systems. They were nice. But this one feels even lighter on the pocket. It didn’t cost us much. And the best part is, the interface is fast, so it helps my agents answer customer support emails faster.

Minpunten:

The product is great overall. But here is a suggestion for the team. How about adding integrations to social media platforms. It will help us a lot to avoid the separate time we spend on checking our social media accounts separately to check customer requests or complaints.

I see a lot of potential in this young tool

Opmerkingen: Overall, the experience has been quite memorable. We are quite pleased to get some competitive functionalities at almost $10/agent/month. Our customer support operation has improved over the course of time and everything is in proper sync. Highly recommend this tool for small to mid-size businesses.

Pluspunten:

ProProfs Help Desk is quite young if you compare it to the likes of industry leaders like Zendesk or Freshdesk. However, the tool appears to be quite promising and I see it dominating the market in the near future. We are really happy with automation features such as automated ticket routing, chatbots, notifications, and more.

Minpunten:

The tool offers some great features but misses out on social media (It’s still a work in progress). If capturing social media tickets is not on your agenda, you must give this tool a try.