Item: ProProfs Help Desk
Rating: 7
Author: Verified User

Overall Satisfaction with ProProfs Help Desk

Use Cases and Deployment Scope

We use ProProfs Help Desk for all our customer support verticals, mainly for dealing with customer issues, questions, and requests.

Basically, we use the ticketing system to resolve customer questions instantly via specialized agents. When a customer asks a question, the software automatically creates a ticket and assigns it to an agent who is available. Till an accurate solution isn’t given, it is easy to manage, track, and ask for other agents for help in case it’s needed to close the ticket as soon as possible.

Pros and Cons

Pros

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.

Cons

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.

Return on Investment

High customer retention.
Optimized average response time.

Alternatives Considered

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.

Support Rating

Key Insights

Do you think ProProfs Help Desk delivers good value for the price?

Yes

Are you happy with ProProfs Help Desk's feature set?

Yes

Did ProProfs Help Desk live up to sales and marketing promises?

Yes

Did implementation of ProProfs Help Desk go as expected?

I wasn't involved with the implementation phase

Would you buy ProProfs Help Desk again?

Yes

Likelihood to Recommend

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.

ProProfs Help Desk Feature Ratings

Comments

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