ProProfs Help Desk

ProProfs Help Desk is a customer service tool that helps customer support teams to effectively track and resolve customer queries and requests. Faster ticket resolution is the key reason why a business needs to employ help desk software. It also helps businesses deliver excellent customer support.

The cloud-based customer support software allows agents to track customer queries, issues, requests, and bugs - all in one place. No tickets are missed, left unattended or, unresolved. Agents resolve customer queries in an appropriate manner; sending customers timely responses. Customers feel delighted and hesitate to move to other brands. ProProfs Help Desk shared inbox is an email-like interface where teams work collaboratively.

Agents know who is working on what and tickets are assigned to the concerned individual or department. Managers and system administrators prioritize, sort, categorize, label, mark, and assign tickets based on status, milestone, role, skill, and workload. They even create child tickets to track internal subtasks.

Individuals and teams use collaboration features, like notes, history, alerts, and knowledge base, to make their job simple. When individuals and teams work on tickets parallelly, tickets get resolved faster. Issue tracking and ticket management become easy with ProProfs help desk ticketing system. Also, canned responses allow agents to automatically communicate with their customers while maintaining brand consistency.

ProProfs Help Desk software comes integrated with Knowledge Base, Chat, and Survey Maker. These integrations make it a must-have customer support tool for every business. Knowledge Base acts as a self-service center to customers. They can help themselves with their queries, instead of raising questions to agents.

Agents can save their time answering the same questions and focus better on improving customer experience. The tool also equips agents with the right amount of knowledge regarding the product or service. Customer interactions on live chat can even be converted into tickets, as help desk serves as the single platform for multi-channel communication.

With ProProfs Multichannel Help Desk, agents can reply to emails, answer tickets created during customer calls, and online chats, right within the help desk. A business needs to just configure the shared inbox into their support email. The survey maker integration with help desk enables managers to track their agents’ performance as individuals and in teams.

They can monitor help desk ratings over time through customer surveys and Net Promoter Score (NPS) surveys. Capturing customer feedback helps to improve customer service with targeted agent training and management.