ProProfs Knowledge Base is ideal for businesses that want to improve their customer support process, make agents more knowledgeable and productive, induct new employees, or manage their internal business knowledge. We used it mainly for our customer support function, and we are satisfied with the performance. The best part is it scales as a team or business grows. When we started using this tool, we had a support team of 10 members, and now it has expanded to 25. But the knowledge base is still working as efficiently as before. It has the capability to accommodate a large amount of data with ease.
In our company, we host our benefit articles based on country on our Zendesk Guide. However, these articles should not be seen by employees that are outside their respective article country. For example, an employee that is based in Thailand shouldn't be seeing Malaysia benefits article as employees might compared benefits. With Zendesk Guide, the system allow us to set the configuration of the article so it is only visible Thailand-based employees, and for Malaysia article, only Malaysia-based employees
It helps in creating an internal knowledge base that employees from different teams can access to find and share information.
Creating a customer support knowledge base is quite simple with this software. The customization and branding options it has have helped in giving the knowledge base a professional and appealing look.
Its conditional content feature allows setting specific conditions that control content visibility. This helps in restricting or allowing access to a page.
They give us ability to control the whole frontend of the Communities by giving us access to manipulate HTML (in HBS file), CSS and JS
They give handlebars templating engine in backend which helps us to show various listing rendered through server side without having need to implement client side rendering of the listing and features.
They provide us dynamic content fields, which can be useful for mapping categories or storing category and topic IDs so we don't need to hard code IDs in Sandbox and Production separately.
The product is good as it is. We don’t feel that any significant changes are needed. But, yes, we would definitely love to see a more advanced version of the product soon.
Using this tool is a no-brainer, as we said before. Its features are simple yet powerful. Besides, the product’s self-help documentation is also great. It has got some great videos on specific features and use cases. Those were of real help in the initial few days.
Whenever we had any issues while using the product or understanding a feature, its support team was always available. They helped us get familiar with the product and make the most of it in the initial few days itself. Its support team was literally a phone call or a message away. Very supportive and available 24x7.
The support is good but can sometime be frustrating to get a quick answer. We end up being sent articles that don't answer the question and then we have to go back and try again
We found ProProfs Knowledge Base more user-friendly and well-designed than the other similar tools we tried in the past. It also offers better integrations with software like Google Analytics, Zendesk, Google Translate, Freshdesk, Wufoo, and many others. That’s what gave this tool an edge over others. We can integrate it with any tool we want and expand its capabilities to gain better results.
It is an attribute of Zendesk that allows for easy over the phone communication between agents and customers. It is more personal and allows for better productivity. Phone support from anywhere with reliable internet connection which is essential to call center communication whether in the office or in the home of the agent.
