One of the value propositions you can get from a vendor with a deep product line is running your apps within a native ecosystem. For ProProfs, this means your help desk system works seamlessly with the vendor’s other apps that are equally important to servicing customers: knowledge base, live chat, survey maker, and quiz maker.
But this is not to say that getting the help desk software alone does not merit attention. It does pack great features at affordable pricing plans, which we’ll discuss below.
In general, ProProfs Help Desk offers three plans starting with a free version with limited tools but scales to the premium features of the top plan. Not only will this article discuss what you’re getting from each plan, but, equally critical, what you’re not. This should enable you to decide on the right plan based on your need and not just the cost.
Customer service has gone beyond being a post-sales activity over the last decade or so to an organizational-wide strategy it is today. As businesses crowd themselves out in ever-tightening markets, the pool of new customers keeps shrinking. The battle has shifted to keeping what you have and bumping up sales through upselling or cross-selling. True, customer service is now a key brand differentiator.
That means making your customers not just satisfied with your product, but with your company overall across the customer experience journey. Add to that, their digital engagement requires that you keep pace with them whatever channel they use to contact you: email, chat, knowledge base, etc.
Suddenly, businesses are confounded with the need to offer 24/7 customer support. And they cannot afford to ignore queries when 76% of customers believe it is easier to go to the competitor if your service is wanting.
Source: Salesforce 2018 State of the Connected CustomerDesigned by
Good thing, today’s help desk is more than able to keep up with the times. They are capable to capture customer queries across different channels, provide you with a live chat for immediate engagement or forward queries to a knowledge base so you avoid making them feel ignored. Let’s take a closer look at one of these cutting-edge help desk tools.
ProProfs Help Desk is a cloud-hosted customer support ticketing system ideal for small and mid-sized businesses. It scales to a company’s growing requirements to address customer queries 24/7, starting with a free version, all the way to a premium plan that provides you with unlimited inboxes, API, white-label, and other advanced features.
The app is designed for non-technical users, featuring an intuitive interface and a quick setup that can’t be any more complicated than using your favorite social media platform. You just log into your account, configure the inbox settings and it’s ready to accept tickets.
A key feature, the shared inboxes help your agents collaborate on difficult tickets or simply know who is working on what ticket. You can create inboxes for different issues, such as sales, support, billing, and help and contact to segregate tickets at once and funnel them to the right team. Labels, priorities and canned responses further let you sort tickets around rules, which helps speed up your response time.
Its integration with a native knowledge base is another area where ProProfs Help Desk excels. The help desk app is a part of ProProfs’ customer-facing solutions, including a knowledge base you can create a self-service customer portal with and linked to the help desk. The help desk comes with a free version of the ProProfs Knowledge Base (sold separately).
Similarly, the help desk app integrates with the other ProProfs products, such as a survey maker, quiz maker, and live chat, all of which lend their free versions to ProProfs Help Desk. This tech stack can act as a customer experience toolkit to ensure you’re always connected to customers.
With a help desk, knowledge base, and live chat in one native ecosystem, you can offer customers 24/7 support, automate response to repetitive queries and have your agents dig deep and collaborate on difficult issues.
Detailed ProProfs Help Desk Review
Detailed ProProfs Help Desk Review
ProProfs Help Desk is available in three monthly plans, including a free version. Fees are based on a per-user, per-month basis, with discounts if you go for an annual setup. Likewise, you can opt for a help desk plan alone or one that’s bundled with premium live chat features. Take note, the standalone help desk plan is already integrated with live chat, but it is only the free live chat version, that is, it’s good for one operator only.
The free help desk plan is good for one user or, to be precise, one login account. That means, it’s good even if you have two agents working on shifts. It allows 100 tickets per month, one inbox and 2 MB of file storage. It also comes with integrated free versions of ProProfs’ knowledge base, live chat, survey maker and quiz maker.
What you’re not getting
What you’re not getting from the free app is equally important to help you make a decision. There is no ticket history, no canned response, no reports, no ticket routing, no way to label tickets, no branding, no API for integration with third-party apps and no vendor support.
Who is the free ProProfs Help Desk for?
If you are just starting with a small customer base, the free version should be enough to help you get the hang of a tech-enabled customer support workflow. Likewise, the free app suits well the curious mind who wants to tinker with the features before committing to a plan.
This is the basic plan that will enable you to appreciate ProProfs Help Desk’s key features, including shared inboxes, ticket management, and reports. Its stark differences from the free app are:
You also get standard help desk features, such as auto/canned responses, ticket ratings, roles and permissions, spam, and labels.
What you’re not getting
You still don’t get an API, so if you have plans to integrate your own app it won’t cut it with this plan. There is no ticket routing and child tickets as well. Moreover, just like with the free app, you cannot show your business hours on the help desk.
Who is the ProProfs Help Desk Essentials for?
A small business with a growing customer base will find this plan a good start to implement a 24/7 customer service. You may not have ticket routing, but you can sort tickets by department. Basic reporting that can dig into ticket history for a year allows you to get a general pattern of your customer issues while the file storage is more than enough for now. You also get to brand the interface even as you build your reputation at an early stage.
It’s the most popular plan according to the vendor. The ProProfs Help Desk Premium Plan is designed to optimize your customer support with plenty of unlimited and advanced features. The main value propositions vs. the basic Essentials package are:
Aside from standard help desk features, the premium plan offers advanced tools, such as ticket routing, child tickets, audit and admin controls, custom field and filters, white-label, enterprise security, advanced integrations, and dedicate vendor support.
Who is the ProProfs Help Desk Premium for?
Mid-sized companies or small businesses with a fast-growing customer base should go for the premium plan. You cannot compromise on customer service considering that 90% of Americans consider customer service as a major factor in their purchase decision. The premium plan helps you to optimize your customer support with a 24/7 guarantee and pinpoint accuracy even as you deal with hundreds of tickets daily.
Likewise, as a manager, you get advanced reporting like NPS and surveys, deep-dive analytics and customer ratings for tickets, all of which enable you to build on the strengths of or address the weak links in your support pipeline.
One of the great things about getting a product from a vendor with a rich product line is enjoying a native ecosystem, which means smoother compatibility and better deals. For instance, ProProfs also sells apps for knowledge base, live chat, quizzes, and surveys, all of which are a natural fit for building a rich help desk system.
The good news is, all ProProfs Help Desk plans, including the free version, integrate with these other ProProfs apps at no cost. But the integration is with the respective free versions only of these apps. They have their own price tiers should you want more integrated features.
What do you get from the free versions? The free knowledge base is up to 20 pages only while the free chat only allows for one user. Meanwhile, the free quiz maker allows for unlimited quizzes and questions but only accommodates one instructor and one classroom dashboard. The free survey maker, on the other hand, lets you create unlimited surveys sans premium features like NPS, in-app surveys, and branching/skip logic.
So, if you want to bump up the integrated features you will have to go for paid plans on top of your ProProfs Help Desk plan. For details, you can check our reviews of ProProfs Knowledge Base, ProProfs Survey Maker, and ProProfs Chat.
Subscription is on a per-user basis so it’s important that you have a clear picture of who will be using the app. A user is not just the customer support agent but anyone who actually uses the app to resolve an issue or interact with customers or be assigned a ticket. These include tech support, billing team, and supervisors and managers.
The vendor does not accept PayPal. But you can pay via credit or debit card (Visa, Discover, and American Express). If you are planning to pay by check, your bill should be above $3,000 and the vendor charges a $100 processing fee.
You can cancel the plan anytime by simply sending the vendor an email at firstname.lastname@example.org. As usual with SaaS subscription, if you cancel at the start of the month, the whole month will be charged.
The vendor offers a 15-day free trial of all the plans without asking for your credit card details. That means you get to explore all features and even enjoy regular support at no cost. In fact, we suggest you go this route before getting a plan to validate your needs.
Even if you sign up, you get a full refund in case you change your mind within 15 days, according to the vendor.
You can switch to a higher or lower plan or even opt for the freemium at any time in the billing cycle. Billing will be adjusted.
If the budget permits, go for the premium plan. The product is designed to be fully optimized, hence, that’s only possible with the top plan. Look at it this way–the premium plan should be your goal, but in case you still have limited cash flow or if your customer base is still small, you can opt for the free or basic plans. As you grow the business, you’ll appreciate the fact that ProProfs Help Desk is ready to help you serve your customers better.
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