ProProfs Help Desk vs. WorkHub Tasks

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.

WorkHub Tasks is best suited for companies searching for a better way to handle customer queries. It is also appropriate to resolve customer queries in time. Last but not least it is well suited for providing excellent customer service.

• 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.

• The chat feature allows us to have real-time conversations with customers
• It helps us to resolve customer issues more quickly.
• WorkHub Tasks make it possible for the team to raise customer satisfaction

• 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.

• After the projects are finished, there should be a mechanism to sort them.
• Search by username ought to be available.
• There should be a project-based sorting.

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.

HubSpot has a lower learning curve. On the other hand, WorkHub Tasks provides project management on a larger scale, giving more priority to the tasks; that is why it is my favorite.

• High customer retention.
• Optimized average response time.

• Intelligent query handling due to relative task assignment
• Smart instead of the hard work enables using resources on other tasks
• customer retention has gone up significantly