Customer support ticketing platform ProProfs HelpDesk - Features and Review

Knowledge base software solutions are not something new in the realm of customer service. However, have you given a thought to how efficient the system can be for providing an enhanced ticket system support? In fact, the SaaS-based services have been quite useful in that venture.

What is ProProfs Helpdesk?

The ProProfs Helpdesk is an essentially a cloud-based customer service software. In fact, it makes use of all the other tools that ProProfs has developed over the years.
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Yes, ProProfs has been a name to reckon with a host of its other services like Chat, Knowledgebase and other SaaS-based tools. The Helpdesk Ticketing software integrates all these services to make it an excellent option in terms of customer service. If you are a business looking for a bright and efficient customer support team, ProProfs helpdesk is a formidable option for your needs.

What are the features that make it a good customer support service?

So, what makes it a great choice? The excellent features that it comes with include offering several functionalities. Here are a few features that make it a perfect option for your needs.

Creation of tickets automatically

ProProfs helps you create tickets automatically. In sharp contrast to the manual ticket creation that can result in errors and misses, the automatic ticket creation can help you work with conviction. This will help your agents focus on other more productive tasks.
Automatic generation of tickets would be helpful in resolving more tickets in the shortest time.

Shared Inboxes

Shared inboxes is yet another feature that enhances the functionality. All the complaints and issues of a particular customer would be available for all the customer service associates simultaneously. Check out the customer requests with multiple support status can be accessed based on the customer care executive that a particular customer reaches.
If you have newly onboarded customer care executives, the shared inbox feature will help you have access to all email updates. It also helps you streamline response time with the automated messages. While improving your agent performance, it can also help you bring transparency in your customer control system.

Canned Responses

The customers have been much demanding these days and the companies or service providers cannot neglect the demand in view of the high degree of competition. Given the fact that most of the customers tend to leave a company for want of a good customer service, you would definitely understand the importance thereof. Canned responses are the best way you can employ for making your customer complaint resolutions more capable and instant.
canned responses
These can help you send the one-click responses for the most widely asked questions. Instead of having to type in the responses over and again every time the query is posed, the canned responses can be quite helpful. However, the customer care executive should be well aware of aspects of what they are responding to so that you are not sending unneeded responses.

Smart reports and surveys

The software conducts real-time customer surveys. This will be helpful in letting your customers rate your services easily. The smart report and survey functionality is helpful for training and rating your customer care team. It can help you improve the customer service provided by your firm in a consistent manner.
The software offers you a ProProfs Survey Maker that would be helpful in creating customer surveys and Net Promoter Monitors on the go. Isn't that a great option for measuring customer satisfaction and gain access to the feedback they would want to provide you with.

Chat support for instant resolution

Speedier responses to the customer queries are the sure shot way to ensure an improved customer care performance. The chat support provides you with a way to address the customer complaints right from your website. In sharp contrast to the emails, live chat offers an instant reply.
Customer care executives can respond to the customers on the mobile app or desktop portal quite instantly. ProProfs provides the feature with a complete information of the customer along with the previous history and thus provides you with an excellent option for an enhanced performance.

Those apart, here are a few other aspects that make ProProfs Helpdesk a good alternative to your existing customer service function can be summed up as here below -
  • The integration with the knowledgebase will aid you in reducing the tickets by over 80 per cent. This will help customers answer their own questions instantly without raising any complaint.
  • ProProfs also provides you with an easier option for training your customer care executives. The ProProfs Training maker lets you an access to easy tools for an online course for your customer executives.
  • It provides you with an easy option for raising, prioritising and solving the tickets easily and in a few simple steps.

Pricing and Plans

ProProfs Helpdesk comes with multiple plans to meet your needs. You can go with a plan that exactly goes with the requirements you may have. The pricing and plans are available under different usage patterns as here below -
All the plans come with the following features and functions -
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In Conclusion

If you are looking for a capable cloud-based customer service, the ProProfs Helpdesk is an excellent option for your requirements. It has been able to win several awards by virtue of its functionality and features. The service has been receiving glowing recommendations from huge reviewers like FinanceOnline and Wired, and that should stand proof to the excellent functions that it comes with.
ProProfs has been a name worth the consideration in terms of several customer-centric plans and functions. From that perspective, we would treat the Helpdesk software to be an excellent option by all standards.
You can go with the trial version if you want to check it out before taking a final buying decision. Of course, we are confident you will opt for the paid version soon.


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