ProProfs Help Desk Software Blog

What is an SLA? Best Practices for Service-Level Agreements

No matter what service you offer to consumers – financial, SaaS, IT support, consultancy, etc., you need the right service level agreements (SLAs) to strengthen relationships. However, despite the proven effectiveness of SLAs, many people say that if people trust each other, why do they need a formal agreement, and who is gonna read it...

What is SaaS Customer Support?

SaaS or software as a service is a profitable business model. You create an awesome product, spend a little on marketing, acquire new users, and voila, profits roll in. But when users are stuck somewhere, how do you offer awesome SaaS customer support? Due to the laser-sharp focus on development and sales, SaaS customer support...

How to Reduce Customer Support Costs for Your Business

Just like sales or marketing, customer service teams are always under the pressure to reduce customer service costs and stick to “the budget”. But with never-ending phone calls and flooded inboxes, how do you improve the customer support experience without spending some dollars? keeping your service costs down does not mean ignoring customer satisfaction. It...

What Are Help Desk Mission and Vision Statements?

Imagine your employees coming to work each day full of purpose and with a strong belief in your company’s values. They strongly relate to the good that your brand brings to the world and think they have found the most valuable thing – “meaning in life”. Sounds like a Disney movie, right? Well, it can...

10 Help Desk Response Templates to Save Time

The best inventions in life are often small but make a HUGE impact. Think of a matchstick, paperclips, or in the modern world – help desk response templates. Yes, templates have made the world a better place for customer service representatives. Instead of stressfully typing the same response a million times over, they can use...

Top 10 Groove Alternatives & Competitors for 2024

Groove is a simple shared inbox tool that allows support agents to organize, prioritize and solve customer requests. But can we consider it a full-fledged help desk system? Not really! My personal experience with the tool revealed numerous challenges — limited inboxes, unresponsive customer support, and the absence of the chatbot feature. Allow me to...

10 Best Freshservice Alternatives for 2024

Freshservice is one of the popular support solutions used by world-class businesses. Despite this, the platform falls short in some areas. Users are usually frustrated by Freshservice’s high pricing and complex features, and with so many Freshservice alternatives available, finding the best one can be daunting. Just when I got to know that many others...

Top 10 HelpDesk Alternatives & Competitors for 2024

HelpDesk is an easy-to-use customer support tool that does not cost a fortune. But does a low price point mean high quality? Not always! My experience with the tool shed light on several limitations — an unreliable spam filter, limited integrations, and the absence of important features such as customer surveys, chatbots, ticket bookmarks, etc. ...

10 Benefits of Help Desk Software & Ticketing System

Customer interactions with your brand continue even after you make a sale. Right from the time a prospect visits your website to the time they need assistance even after years of making a purchase, your brand needs to be available. But can you really care for your customers when your agents have no idea how...

10 Important Customer Satisfaction Metrics to Target in 2024

Have you ever heard any business say that customer satisfaction is not important to them? Probably not! A lot of contemporary businesses assume the importance of customer satisfaction but get clueless when you ask them a single question, “So how do you measure customer satisfaction?” If you are also sailing on the same boat and...

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