Help desk support software acts as a one-stop point of contact that provides centralized information and support management service to handle a company’s internal as well as external support requests. It helps you automate repetitive tasks, collaborate better, and make data-driven strategic decisions. With all your customer conversations well-organized, your agents can respond to customer requests quickly and effectively.
Online help desk software gives your agents the right platform to work as one big unified team. They can work in sync using shared inboxes and resolve challenging customer issues.
With a help desk, there is no need for your agents to manually track customer issues or switch between multiple channels. All the tools they need are right on their dashboard.
Communication becomes effortless when your agents have the right context. With an automated workflow of a help desk management software, get ready to share fast responses and delight customers.
Small and medium-sized businesses have small customer service teams to manage a wide range of customer issues and requests. They need a help desk ticketing system to automate manual tasks so that they can focus on improving customer interactions.
B2B (Business-to-business) firms need customization capabilities to cater to other businesses that operate in different industries. Such businesses can set up department inboxes, configure roles and permissions and leverage real-time reporting for managing the support and service processes.
Customer service agents are the people who spend the most time on a help desk system. They can plan their tasks, prioritize tickets, and handle multiple customer inquiries. Moreover, they can use the tool to collaborate with other agents and resolve complex issues together.
Customer service managers can assign tickets to their team members, track ticket progress, and handle escalations. With the reporting capabilities of a help desk, managers can measure performance and make informed decisions.
No need to jump from one inbox to the other, bring all emails in one place
ProProfs Help Desk system offers a shared space for all your customer-facing inboxes (sales@, support@, help@, billing@, contact@, etc.). With a simple Gmail-like user interface, resolving customer issues would feel familiar but only better.
Help desk software designed for high performance support teams
Take automation to a whole different level with Round-Robin or advanced ticket assignment that ensures tickets are evenly distributed and never get piled up. Save valuable hours every day by leveraging canned responses for commonly asked questions.
Get reports & analytics that gear you towards action
Unlock key customer service metrics and monitor your agents' performance as a group and individuals. Share automated emails for ticket rating and capture customer feedback instantly using ticket ratings, CSAT, NPS, and custom surveys.
Unify conversations across channels for a seamless experience
ProProfs Help Desk enables you to capture customer requests from multiple channels- email, live chat, or help center. Meet customers on the channels they love and deliver 360-degree support experiences.
Customize workflows to suit the way your team works
Enjoy complete customization capabilities and personalize your help desk to suit your unique needs. Supply more information to a ticket by creating custom fields or set priorities and alerts to match your SLAs.
Harness the power of multiple support tools & delight customers
ProProfs Help Desk comes with ProProfs Live Chat, Knowledge Base, and Survey Maker built-in. Respond to customers in real-time via live chat and build experiences. Offer 24x7, anytime, anywhere self-help, and reduce tickets by up to 80%. Measure and improve customer delight with surveys easily.
Do customers reach out to your business over the phone, email, live chat, or do they register their issue via your help center? It is important to go for a help desk solution that captures requests from support channels that your customers prefer.
Any customer support software should be simple to use and offer a user-friendly interface. Go for a feature-rich help desk system that offers high scalability to match your growing needs.
It is important to remember that a higher-priced product does not mean more features and vice-versa. Most modern help desks come with pay-per-agent plans to help you avoid wasting money on recurring costs.
I hate customer satisfaction. Satisfaction sets a low bar. People should be DELIGHTED when they use ProProfs.
ProProfs customer support suite provides you with everything you need to offer a delightful support experience and build relationships. Ticketing, chat, self-help, surveys, customer relationship management - all under one roof.
Never lose a ticket again, always know who is working on what.
Make sure the most critical tickets get solved first.
Canned responses & knowledge base make it easy to solve tickets.
Customers love self-service knowledge base resources.
Allow customers to chat with you right on your website.
Train customers & agents with online training courses.
For all skill levels. No software download or HTML skills needed.
View & access support tools on laptops, tablets or smartphones.
A robust solution that can scale with you as your business grows.