Reduced support tickets to a large extent
Use Cases and Deployment Scope
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.
Likelihood to Recommend
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.
