Helpjuice vs. ProProfs Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Helpjuice
Score 5.6 out of 10
Enterprise companies (1,001+ employees)
Helpjuice is a web app that companies can use to keep their help pages up-to-date. Instead of answering the same question repeatedly, companies can use Helpjuice to keep track of content. This app includes analytics that enable businesses to see the content their users are searching for the most as well as content that needs improvement. The vendor says that companies that manage a support page full of FAQs and user guides can benefit from using Helpjuice. This app can be integrated…N/A
ProProfs Help Desk
Score 8.1 out of 10
Mid-Size Companies (51-1,000 employees)
ProProfs Help Desk is a customer support tool that promises to help agents track and resolve customer-care-related issues. The cloud-based software aims to enable businesses to deliver a delightful customer experience. This becomes possible with faster and effective ticket resolution. Key benefits and capabilities include: Timely resolution of customer queries: Customers feel delighted with timely responses. ProProfs help desk ticketing system allows managers and system…
$49
3 Users
Pricing
HelpjuiceProProfs Help Desk
Editions & Modules
No answers on this topic
TEAM
$ 49 per month
3 Users
BUSINESS
$ 89 per month
5 Users
ENTERPRISE
$ 499 per month
Unlimited Users
Offerings
Pricing Offerings
HelpjuiceProProfs Help Desk
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsEvery Plan Comes With A 100% Money-Back Guarantee, No Questions Asked.
More Pricing Information
Community Pulse
HelpjuiceProProfs Help Desk
Top Pros
Top Cons
Features
HelpjuiceProProfs Help Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Helpjuice
4.3
3 Ratings
58% below category average
ProProfs Help Desk
8.2
1 Ratings
5% above category average
Organize and prioritize service tickets2.52 Ratings8.21 Ratings
Expert directory7.02 Ratings00 Ratings
Subscription-based notifications2.62 Ratings00 Ratings
ITSM collaboration and documentation4.23 Ratings7.31 Ratings
Ticket creation and submission4.12 Ratings9.11 Ratings
Ticket response5.42 Ratings8.21 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Helpjuice
6.8
4 Ratings
12% below category average
ProProfs Help Desk
8.2
1 Ratings
6% above category average
External knowledge base5.63 Ratings00 Ratings
Internal knowledge base8.03 Ratings8.21 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Helpjuice
6.2
3 Ratings
20% below category average
ProProfs Help Desk
7.7
1 Ratings
1% above category average
Customer portal5.43 Ratings00 Ratings
IVR6.01 Ratings00 Ratings
Social integration8.01 Ratings00 Ratings
Email support3.62 Ratings8.21 Ratings
Help Desk CRM integration8.01 Ratings7.31 Ratings
Best Alternatives
HelpjuiceProProfs Help Desk
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HelpjuiceProProfs Help Desk
Likelihood to Recommend
3.4
(4 ratings)
6.4
(1 ratings)
Support Rating
-
(0 ratings)
7.3
(1 ratings)
User Testimonials
HelpjuiceProProfs Help Desk
Likelihood to Recommend
Helpjuice
With the ability to set docs public and private, we've merged two repositories and solely work from Helpjuice. Not only is this easier, it also helps ensure the messaging is consistent internally and externally.
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ProProfs
As this tool is an affordable option, this help desk software is best suited for startups to deal with their customer base and build customer-centric brand value. This helps in not only helped me increase customer loyalty but also ensured customer retention, increasing my company’s profits substantially. But, this tool does have a few minor drawbacks. The most important feature, for me, that is missing from this tool is skill-based routing. Without this feature, our agents lose a lot of time in replying to just one customer question. Sometimes, the ticket needs to be reassigned to a specialized agent - and until they are available, the ticket remains open.
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Pros
Helpjuice
  • In app support folks are responsive
  • It looks nice and professional from the front end
  • The ability to get feedback on your content from readers
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ProProfs
  • 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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Cons
Helpjuice
  • Need to write some exact words or problems
  • Need to add more details in some area
  • Can improve its UI UX
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ProProfs
  • 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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Alternatives Considered
Helpjuice
Helpjuice is more robust and flexible, we can do more with Helpjuice faster than before.
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ProProfs
I shifted from Kayako to ProProfs Help Desk for mainly two reasons, UI and features. ProProfs Help Desk definitely has a more user-friendly interface and the features offered by this tool are also more compared to Kayako. A few features that aren’t available in Kayako but are available in ProProfs Help Desk are multiple shared inboxes, private notes, and email ticketing.
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Return on Investment
Helpjuice
  • As I mentioned, my productivity in terms of working around issues, asking for help, etc. is greatly reduced on a DAILY basis.
  • I spend as much time finding bugs and filing tickets as I do writing content, and this was especially true at the beginning.
  • The Doc Center looks nice, so you'd never know the pain behind it.
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ProProfs
  • High customer retention.
  • Optimized average response time.
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ScreenShots

Helpjuice Screenshots

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ProProfs Help Desk Screenshots

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