Name: ProProfs Knowledge Base
Rating: 10 (2 reviews)
Author: ProProfs

Overview

What is ProProfs Knowledge Base?

ProProfs Knowledge Base is a help authoring tool for creating help documents or web pages, online FAQs, or other knowledge bases.

Reduced support tickets to a large extent

Rating: 10 out of 10

November 2, 2020

Vetted ReviewVerified User

We have used ProProfs Knowledge Base to build a customer support help center for our customers. One of the major reasons behind this move was the rising number of tickets that...

Verified user

Strategist

1 year of experience

Perfect Product of ProProfs

Rating: 10 out of 10

April 22, 2019

Vetted ReviewVerified User

My experience with ProProfs Knowledge Base has been good so far. I used it to create a corporate wiki that works like a knowledge bank, where employees can find any informatio...

Mark Anthony

Analyst - Information Technology

Information Technology Audit Manager

eweb a1professionals

1 year of experience

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Pricing

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ProProfs Knowledge Base

N/A

Unavailable

What is ProProfs Knowledge Base?

ProProfs Knowledge Base is a help authoring tool for creating help documents or web pages, online FAQs, or other knowledge bases.

Entry-level set up fee?

No setup fee

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

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Alternatives Pricing

MadCap Software, headquartered in La Jolla, offers MadCap Flare, a help authoring and technical writing tool featuring onboarding and support from MadCap, and a set of modules for designing advanced guides, aids, and web or application help aids.

Confluence

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What is Confluence?

Confluence is a collaboration and content sharing platform used primarily by customers who are already using Atlassian's Jira project tracking product. The product appeals particularly to IT users.

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Product Details

About
Tech Details

What is ProProfs Knowledge Base?

ProProfs Knowledge Base Technical Details

Operating Systems	Unspecified
Mobile Application	No

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Reviews and Ratings

(2)

June 5th 2024

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Business Problems Solved
Pros
Cons

ProProfs Knowledge Base has been widely praised for its excellent security features, providing users with peace of mind regarding the protection of sensitive company information. The software is GDPR compliant, ensuring that user data is kept secure. Users have found this feature to be invaluable in maintaining the confidentiality of their data.

One of the key use cases of ProProfs Knowledge Base is its ability to create comprehensive FAQ sections on websites. Customers have expressed their satisfaction with this feature, as it allows them to provide a wealth of helpful content such as questions, answers, and how-to videos. This has proven to be an effective way to address customer queries and improve customer support efficiency.

Another important use case of ProProfs Knowledge Base is its impact on training and onboarding processes within organizations. The software has made employee training more efficient and valuable by offering online training documents. This has allowed employees to enhance their skills and understanding of work dynamics at their own pace. Additionally, ProProfs Knowledge Base offers a simple and intuitive interface that facilitates the creation of different knowledge bases to address various knowledge management challenges.

Furthermore, ProProfs Knowledge Base has proven to be a valuable tool for businesses looking to create product knowledge bases for customers. It serves as a reference tool for support teams when responding to customer inquiries quickly. Its highly searchable and user-friendly FAQ sections have improved customer support efficiency and minimized ticket volume.

Additionally, ProProfs Knowledge Base has been well-received by small businesses and e-commerce companies alike due to its ease of use, affordability, and array of features. It allows users to create multiple wikis and help sites easily, making it an ideal solution for both internal team coordination and collaboration as well as external customer support.

While some users have encountered formatting issues and integration difficulties, overall, ProProfs Knowledge Base meets the needs of organizations while leaving room for improvement. Users appreciate its simplicity, reliability, editor rights for multiple users, and commendable customer support.

In summary, ProProfs Knowledge Base is a versatile software that offers a range of use cases. From creating comprehensive FAQ sections to facilitating employee training and onboarding, it has proven to be invaluable for businesses in various industries. Its security features, user-friendly interface, and prompt customer support make it a preferred choice for organizations seeking an efficient knowledge management solution.

Easy to Use: Users have consistently praised the simplicity and user-friendly nature of ProProfs Knowledge Base. Many reviewers have mentioned that the tool is incredibly easy to navigate, allowing teams to start using it immediately without any unnecessary complications.

Helpful for Employee Onboarding: Several users have found ProProfs Knowledge Base immensely helpful for employee onboarding. Companies are able to create online training documentation that new hires can conveniently access to get acquainted with work culture, policies, projects, and more.

Versatile Tool: Reviewers highly appreciate the versatility of ProProfs Knowledge Base. The ability to create a self-help knowledge base for different teams such as HR, product, sales, and support has been particularly valued. Additionally, the variety of templates provided allows for easy customization and creation of different kinds of knowledge bases.

Expensive Pricing: Some users have mentioned that ProProfs' pricing is considered expensive compared to similar platforms. They feel that the cost may not be justified by the features and benefits provided.

Difficulties in Managing Landing Pages: Reviewers have found it challenging to manage landing pages on ProProfs as access is hard to find and many features are not labeled properly. This lack of clarity makes it difficult for users to navigate and utilize the landing page functionality effectively.

Limited Templates and Color Schemes: Several users have expressed their disappointment with the limited number of canned layouts and color schemes available on ProProfs. They have requested more variety in templates for customization options, as having a wider range of design choices would enhance their ability to create visually appealing content.

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Reduced support tickets to a large extent

Rating: 10 out of 10

November 02, 2020

Verified User

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

We have used ProProfs Knowledge Base to build a customer support help center for our customers. One of the major reasons behind this move was the rising number of tickets that were becoming difficult to handle with every passing day. This tool helped us provide a seamless self-help solution to our customers. That’s helped customers find answers to most of their questions, leading to a decrease in our ticket volume.

Pros and Cons

It’s easy to use - We had no idea of how knowledge base tools work. But, given the flexibility and ease of use this tool offers, our customer support team had no hassles in creating a help center for our clients.
Ready Templates - The tool has got some incredibly beautiful templates. They are designed carefully with a proper table of contents and well-defined sections. Getting started was a no-brainer.
Detailed reports - We were surprised by the in-depth reports it provides. They are so detailed and comprehensive. Right from the number of articles created to popular and poorly rated articles, reports have so much to offer.

Likelihood to Recommend

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.

Return on Investment

ProProfs Knowledge Base helped us achieve customer satisfaction and agent efficiency. No return can be bigger than this. Our customers are satisfied with the help center we have created, and our agents no longer have to spend time and effort in answering repetitive questions.

Alternatives Considered

Helpjuice and Bitrix24

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.

Usability

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.

Support Rating

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.

Other Software Used

Microsoft Teams, Zoom, Citrix Workspace

Perfect Product of ProProfs

Rating: 10 out of 10

April 22, 2019

Mark Anthony

Information Technology Audit Manager

eweb a1professionals (Computer Software, 51-200 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

My experience with ProProfs Knowledge Base has been good so far. I used it to create a corporate wiki that works like a knowledge bank, where employees can find any information related to my firm. The wiki is currently being used by teams across different divisions and it has gotten a positive response. No more emailing back and forth to get information. A single centralized wiki serves the purpose pretty well.

Pros and Cons

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.