ProProfs Help Desk

Avantages

ProProfs Help Desk is quite young if you compare it to the likes of industry leaders like Zendesk or Freshdesk. However, the tool appears to be quite promising and I see it dominating the market in the near future. We are really happy with automation features such as automated ticket routing, chatbots, notifications, and more.

Inconvénients

The tool offers some great features but misses out on social media (It’s still a work in progress). If capturing social media tickets is not on your agenda, you must give this tool a try.

Avantages

ProProfs Help has made every customer discussion recorded and suitable, for companies, and users information is well collected.

Inconvénients

ProProfs Help has impressive price range and operational assistance.

Avantages

It's very easy to use and has great customer support!

Inconvénients

I wish the deployment would be upgraded for ios users.

Avantages

ProProfs has made a profound step, where immediate help is swiftly issued to customers and there are proper marketing strategies.

Inconvénients

ProProfs has nothing lowering the entire performance in managing businesses or clients.

Avantages

The best part about using this tool is that we can easily track all our overdue tickets (tickets that have missed the ideal response time) in one place. This ensures that agents know which tickets to prioritize first so that the customer experience is not ruined.

Inconvénients

The tool is great for startups and small businesses. We have not come across any major drawbacks yet.

Avantages

We picked ProProfs Help Desk after using another vendor for around 3 years. We thought we were measuring agent performance and that was enough. However, ProProfs helped us realize that important help desk metrics such as average first response time, average ticket resolution time, etc. are great for measuring team performance.

Inconvénients

We have been using this tool for the past 6 months now, and it has met our expectations on almost every occasion. No complaints as of now.

Avantages

We like how the interface of this help desk software works. We have previously used a few help desk systems. They were nice. But this one feels even lighter on the pocket. It didn’t cost us much. And the best part is, the interface is fast, so it helps my agents answer customer support emails faster.

Inconvénients

The product is great overall. But here is a suggestion for the team. How about adding integrations to social media platforms. It will help us a lot to avoid the separate time we spend on checking our social media accounts separately to check customer requests or complaints.

Avantages

Previously, we had a hard time keeping track of crucial data and everything was haywire. The best part about this software is that it offers great insights into our performance, both at an individual as well as team level. Our service manager can easily track the tickets resolved by an agent and also view rated tickets.

Inconvénients

There has not been any major issue worth mentioning. Let's see how things unfold.

Avantages

ProProfs is a perfect customer help desk software. I love their features: shared inbox, connect support systems, customer satisfaction survey. A customer satisfaction survey helps to identify how you can improve your customer support. Support agents' performance record makes it unique.

Inconvénients

I don’t find enough integrations. Hopefully, they will bring more integrations in the near future. But overall, it’s a complete customer help desk system.

Alternatives envisagées 

Avantages

That it helps us manage all our customer-facing inboxes in one place. Since the time we’ve gotten it onboard we haven’t missed out on any customer request or complaints. It has helped us manage all incoming emails in one shared inbox structure.

Inconvénients

When we started using ProProfs Help Desk, we started with its free plan. The only thing I regretted was that it didn’t have labels in the free plan. Obviously, after we shifted to the paid plan we did get access to the feature, but it would have been nice to have seen that feature in the free plan too.

Avantages

I like how it has made our customer support agents more proactive. We’ve not missed out on single sales for our business. If anything, it even has helped us stay on track and avoid missing out on the deadlines too.

Inconvénients

Would appreciate it if the company could roll out the mobile app for this tool. Also, CRM integrations are missing.

Avantages

What really did put me into action to invest in a product like ProProfs Help Desk is the Child Ticket feature. Really this feature is amazing. The tickets we get can be assigned to the internal teams till the time the issue gets resolved. They can reply back on their child tickets and the same reply my agents can send to the customer across. And the best part is, this feature has its own reports section. All the more reason for us to like the product. Now we know which team delayed the request and why did that happen in the first place.

Inconvénients

This is a tough question. I feel that someone who needs the tool for greater use can identify this better. So far our experience has been nothing less than delightful.

Avantages

I loved how user-friendly this software is. I can manage all my customer tickets easily using a shared inbox. At first, I thought a shared inbox would be really confusing, but after using ProProfs Help Desk, I was proved wrong! It is so easy and I can organize, prioritize my tickets to resolve them instantly. Great tool!

Inconvénients

What i would love to see in the future versions is social media integration. I can manage all my channels but not social media and this makes it a little difficult to cater to customer requests received from social media.

Avantages

The tool is so simple to use and at the same time, it is fast. That means we’ve got the perfect combination in place and that too at pocket-friendly rates. My team especially is a huge fan of the notes feature. It allows them to leave notes for one another and keep others updated about the progress of the support request and how to deal with the customer.

Inconvénients

Nothing so far. It fits my needs and the expectations of my support team members. Everything looks good