ProProfs Help Desk Review

ProProfs Help Desk OUR SCORE 83%
starting price $39
our score 83%
free trial
  1. What is ProProfs Help Desk
  2. Product Quality Score
  3. Main Features
  4. List of Benefits
  5. Awards Section
  6. Technical Specifications
  7. Available Integrations
  8. Customer Support
  9. Pricing Plans
  10. Other Popular Software Reviews

What is ProProfs Help Desk?

ProProfs Help Desk is a cloud-based help desk ticketing platform. In addition to basic ticketing management, users get access to a collaborative space for solving tickets and evaluating customer satisfaction. Its interface is similar to Gmail. This familiarity reduces training time so your agents can easily and quickly learn how to use the software. It is loaded with all the solutions you need: chat, ticketing, customer surveys, and knowledge base making it an end-to-end customer service system. Just as its platform is designed to help you provide excellent customer support, ProProfs’ own customer support is also reliable. You can talk to real people (not bots) and reach out to them through various channels like live chat, email, and phone. This tool is scalable so you can use it continuously as you grow your business. As an integrated solution, it has extensive connectivity with relevant third-party systems such as CRM, marketing, and project management apps. Since it is configurable to your own workflows, this tool is ideal to match your business’ unique customer support needs.

Product Quality Score

Features
8.2
Ease of use
8.2
Customer support
8.3
Value for money
8.3
8.3
TOTAL SCORE

ProProfs Help Desk features

Main features of ProProfs Help Desk are:

  • Auto-response
  • Departments and teams
  • Live Chat
  • Ticket rating
  • Tickets
  • Custom license
  • Online training
  • SLA
  • Knowledgebase and FAQs
  • Audit and admin control
  • Quiz and assessment
  • Roles and permissions
  • Child tickets
  • Routing
  • Feedback and survey
  • Reports
  • Ticket history
  • Canned response

ProProfs Help Desk Benefits

Benefits

ProProfs Help Desk gives you an end-to-end solution to manage your customer support processes. It is packed with features to help your customers reach you from various channels. To know more about its benefits, here are some examples:

Centralizes shared inbox

One of the oft-cited features in ProProfs Help Desk reviews across the web is its ability to consolidate the management of customer-facing inboxes. By centralizing customer requests on sales, contact, support, and billing, among others, your team can quickly respond with context. Issues are tracked while tickets are routed to the right agent appropriately using labels, notes, and priorities.

Builds self-service center

Creating a robust knowledge base enables you to keep costs down and minimize ticket requests. Customers will have a self-service solution to independently look for answers anytime using tooltips, guides and manuals, and documentation.

Supports live chat

Right from your website, you can provide a live chat solution to help customers reach out to your agents instantly. Meanwhile, agents can conveniently respond using any device right from their desktop or mobile device. The chat history is also saved so you can offer a contextualized support when the customer reaches out again.

Tracks performance

Customers can rate their service experience right from ProProf’s real-time surveys and NPS (Net Promoter Score). Ratings are collected from help articles, chats, and tickets. This makes it easy for you to monitor the performance of your agents both individually and as a team.

Offers online courses

Building training courses and manuals (such as articles, documents, videos, and embedded quizzes) are available for both your agents and customers. This is one of the recurring positive mentions about the app across ProProfs Help Desk reviews. Manuals help customers understand your product, lessening the need to contact support. Courses, on the other hand, help your agents become experts on your product, enabling them to dispense accurate and helpful response.

Awards Section

In our ProProfs Help Desk reviews the software has been distinguished with our Great User Experience Award and Rising Star of 2018 Award.

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android

Customer types

  • Small business
  • Medium business
  • Enterprise

Customer Support Types

  • Phone
  • Online

ProProfs Help Desk Integrations

The following ProProfs Help Desk integrations are currently offered by the vendor:

  • Tidio Chat
  • Salesforce
  • Olark
  • Zendesk
  • Jira
  • Wufoo
  • LiveChat
  • Google Fonts
  • Google Analytics
  • Freshdesk
  • Disqus
  • SnapEngage
  • Desk.com
  • Google Translate

Video

Customer Support

Phone
Online

Pricing Plans

ProProfs Help Desk pricing is available in the following plans:

Free trial
Free
0
Team
$39/month
Business
$79/month
Enterprise
$399/month
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