Kim Peterson - ContactCenterWorld.com Blog
The cloud-based SaaS platform integrates ProProfs Knowledge Base, ProProfs Chat, team collaboration tools and customer support analysis to improve the world of customer service
October 1, 2018 – Santa Monica, CA – ProProfs, a leading SaaS company offering platforms for online training, assessments and customer service, today announced the launch of ProProfs Help Desk, its cloud-based customer service SaaS platform. ProProfs Help Desk integrates smart collaboration tools, ProProfs Knowledge Base, ProProfs Chat and customer service insights to simplify help desk ticketing, improve customer service and deliver customer service insights. With the launch of ProProfs Help Desk, customer support teams can create a strong, personalized customer service strategy.
“We first built Help Desk for ourselves, because we found the current market solutions to be lacking a holistic customer view,” said Founder and CEO of ProProfs, Sameer Bhatia. “We built a system that objectively rates every operator, every customer service interaction, and makes it easy to train, educate and support customers and operators with a single, simple solution.”
ProProfs Help Desk enables its users to offer comprehensive, smart support with quick response times. The platform offers:
Smart Collaboration Tools to Simplify Help Desk Ticketing
Shared inboxes streamline team collaboration by offering one place to manage all customer-facing inboxes. With a simple interface, agents can use labels, assign priorities and share internal notes to track issues and route tickets to relevant departments. Customer service teams can also assign sub-tasks through child tickets. This offers a way for agents to delegate support tasks to ensure tickets can be resolved quickly.
The ProProfs Help Desk dashboard provides a 360-view of each ticket – including details on status, internal notes, and customer service history.
Live Chat to Resolve Tickets
Customers have come to expect speedy responses anytime, anywhere thanks to the age of the Internet. ProProfs Chat can be integrated into customer-facing web pages to quickly address customer questions in real-time from an agent’s desktop or mobile device using ProProfs’ mobile app. The ProProfs platform remembers each customer, including who they are and their chat history, so agents can provide personalized support while referencing past problems and solutions.
At the end of each chat, a customer survey provides ratings to ensure customer service can measure satisfaction and track the performance of agents, tickets and chat sessions.
Knowledge Base to Reduce Tickets by up to 80%
ProProfs Knowledge Base provides a powerhouse of information by offering a home for customer help centers, tip sheets, help documents and manuals. ProProfs clients can create self-service help centers, enabling customers to find the answers to their questions instantly. Because customers can find solutions to most of their issues within the materials provided in their knowledge base, tickets can be reduced by up to 80%. This enables support teams to minimize support costs and allows agents to allocate more time to customers who have more complex issues.
Support employees can also instantly access an internal knowledge base, providing them with the intelligence to offer quick support for more complicated customer service questions.
Customer Analytics to Monitor Agent Performance and Outcomes
ProProfs Help Desk offers valuable insights that enable managers to track everything from agent or group performance to open vs. closed tickets and support times. ProProfs Help Desk is integrated with ProProfs Survey Maker, a real-time customer survey tool that can create customer surveys and Net Promoter Score (NPS) surveys to measure customer satisfaction and capture feedback. With this information, managers can constantly improve customer service where it counts with targeted training and management.
For more information, please visit www.proprofs.com/helpdesk.
ProProfs, a privately held company headquartered in Santa Monica, is the leading provider of delightfully smart online tools that help companies have smarter employees and happier customers. Through its Quiz Maker, Survey Maker, Training Maker, Knowledge Base and Help Desk products, ProProfs offers corporate trainers, educators and customer support teams with powerful, simple features without requiring them to download or learn complex software. ProProfs hosts more than 1,000,000 pages of content in more than 70 languages and features the largest library of professional quizzes and assessments along with powerful knowledge and training tools. ProProfs helps millions of users each month to increase their productivity and knowledge.
Publish Date: October 1, 2018 4:57 PM