Reduced support tickets to a large extent
November 02, 2020

Reduced support tickets to a large extent

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ProProfs Knowledge Base

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

  • 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.

Cons

  • 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.
  • 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.
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.
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.

Do you think ProProfs Knowledge Base delivers good value for the price?

Yes

Are you happy with ProProfs Knowledge Base's feature set?

Yes

Did ProProfs Knowledge Base live up to sales and marketing promises?

No

Did implementation of ProProfs Knowledge Base go as expected?

Yes

Would you buy ProProfs Knowledge Base again?

Yes

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.

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