ProProfs Help Desk vs. Salesforce Service Cloud

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.

It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with

Incentivized

• 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.

• Allows us to make changes quickly and with relative ease
• Can be flexible enough to use among several teams who do very different work
• Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system

Incentivized

• 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.

• There is a slight scope for error, but sometimes it has a heavy impact. So this can be improved.
• Costing is high.
• Maintenance is more.
• Expertise is required for implementation.
• The number of communication messages have some limit per organisation account.

Incentivized

Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.

I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.

Incentivized

Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.

The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce

Incentivized

Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.

Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.

Incentivized

Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.

Incentivized

I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations

Incentivized

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.

Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions

The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports

Incentivized

• High customer retention.
• Optimized average response time.

• Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
• The larger the implementation programme the better the licensing arrangements
• Free developer toolkit for proof of concepts or showcasing features
• Limited to annual subscription model

Incentivized