ClickDesk vs ProProfs Help Desk

• They have a simple agent panel, your agents don't have to be a pro tech to manage their agent panel.
• They also have a simple ticking system along with live chat, it's not huge but it does work.
• Easy to implement with well known knowledgeable and CMS.

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• Sometimes customers ask questions that require more than one agent to look into the matter. For such situations, ProProfs Help Desk has the “child ticket” feature. This literally made my life so so easy! Whenever I was in this situation, all I had to do was create a child ticket and assign it to another agent and give him a heads up on what has been going on. Answering a customer’s question accurately becomes really easy with this feature.
• Our entire team’s performance was always static. We never knew how anyone was performing or was anyone making any difference in the overall company’s value. With this tool, it became easy to see how every agent is performing and whether there was any positive impact on both - the company and our current customer base.

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• Windows native application that has all the services we can use from browsers. The application should be boot with PC starts and notifies real time actions.
• More information about users. Real time page visiting histories (more advanced way).
• Customers can review the agent's profile information (public profile).

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• This tool does route tickets, but the one drawback is that the tickets are;t assigned to a specialized agent. It is randomly assigned to any available agent, and if he doesn’t have expertise in terms of the customer question, it becomes hard to give an accurate answer.
• Giving automatic responses to customers makes our life easy, but we can’t personalize these messages. This sometimes makes our customers feel that they are talking to a bot, making it difficult to answer their questions without them having a hostile reaction to the automated answers.

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• We only see positive impact. We use the free version and it is the best option we found in the market (considering our website traffic).
• It is in the cloud! So, no hosting costs at all! The only need is a stable Internet connection for the agents.

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• High customer retention.
• Optimized average response time.

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