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Call Center Software
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  • sony
  • dell
  • cisco
  • dhl
  • harvard
  • yale
  • phoenix
  • sony
  • dell
  • cisco
  • dhl
  • harvard
  • yale
  • phoenix

Reduce helpdesk tickets & support calls

Help customers find answers instantly with a self-service knowledge base
Reduce helpdesk tickets & support calls

ProProfs knowledgebase software for call centers dramatically improves incident resolution time, creating a delightful experience for your customers. Customers can go find answers in the knowledge base or FAQ for their requests themselves, instead of raising a ticket or calling support. This reduces the workload of your support agents, as they do not have to explain the same things multiple time.

  • Make information easily accessible
  • Delight customers with faster resolutions
  • Agents save time spent on redundant things

Empower agents with precise responses

Reduce call hold time and offer customers accurate and consistent information
Empower agents with precise responses

The key to great customer support is faster and accurate responses. Using ProProfs call center knowledge base software, support agents can create help articles, which they can pull up, in real-time during calls, and provide customers the correct resolutions. A repository of ready-made answers also ensures that there is consistency in every response, pitch or resolution offered by your support agents.

  • Reduce training time of new agents
  • Keep responses consistent & accurate
  • Answers customer questions at a click

Manage knowledge with multiple teams

Collaborate with different team members to build knowledge faster
Manage knowledge with multiple teams

Bring your sales agents, support staffs and customer relationship managers together to quickly create a knowledge base. As the administrator you can harness the collective efforts of different teams and also control access with roles and permissions. Managing who edits or views what content is easy with conditional content restrictions and version control.

  • Grant or revoke members access
  • Prevent overwriting with restrictions
  • Track progress in revision history

Analyze customer and staff useage

Track & monitor users with a call center knowledge base software
Analyze customer and staff usage

You can easily access the usage statistics of your knowledge base. ProProfs integrates seamlessly with Google Analytics and you can track and monitor visitors on your knowledge base. For instance, you can see data such as top-viewed articles, most-searched terms and more. This helps you to understand how readers are using your knowledge repository.

Reduce training time and costs

Use the knowledge base as a pre & post-training tool.
Reduce training time and costs

You can bring new support staff up to speed by sharing product demos, call scripts, sales procedures and more via the knowledge base. It’s a great way to introduce new employees to the company before they begin their training. Similarly, you can store all kinds of training materials in the knowledge base, and allow employees to access these materials even after they complete the training .

  • Store & share training materials easily
  • Encourage learning even after training
  • Help new employees train faster

Share information securely

Manage internal communication with a call center knowledge management software
Share information securely

Employees can use the knowledge base to capture and share business information on the corporate intranet. You can share all kinds of information via the internal knowledge base, including product updates, sales/support docs, messages from the management & more. You can also ensure communication is secure by using features such as conditional content & member manager.

  • Improve internal communication
  • Capture and share company knowledge
  • Conditional content & member manager

100+ settings. Powerful integrations

Tons of integrations. Mobile support, single sign on, HTML/CSS and more

Turn customer tickets into articles and add live chat to your knowledge base pages at a click with Zendesk, Desk.com, Live Chat and other powerful integrations. Customize the look and feel of your knowledge base with CSS and HTML. Seamlessly, switch from your support agents knowledge base to your customer service knowledge base or any other help site with single sign on. Access your knowledge base on multiple devices and platforms with full mobile support.

100+ settings. Powerful integrations

Perfect For

Online Documentation

Create online documentation at a snap, using a WYSIWYG editor that helps you easily format content & CSS styles.

Context Sensitive Help

Create well-structured wikis that serve as user manuals & guides for your products and services.

Knowledge Management
Knowledge Management

Facilitate employee knowledge sharing & boost trainings with a corporate knowledge repository.

Testimonials

  • Everyone should give it a try!
    I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
    Daniel Stein
    Professor Daniel Stein,

    Director of Technology Initiatives, Touro College

  • Excellent Customer Service!
    ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
    Bill Wisell
    Bill Wisell,

    Health Licensing Coordinator, Nebraska Department of Human and Health Services

From our blog

Keep Your Call Center Happy With These 5 Tips

Keep Your Call Center Happy With These 5 Tips

Keep Your Call Center Happy With These 5 Tips

Your call center is a very hands-on extension of your business. It’s a portal through which customers interact with your brand and form opinions on who you are. So, it makes sense that you’d want to foster a sense of happiness and community in your call center.Here’s How You...
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How a Knowledge Base Helps Call Center Agents in Problem Solving

How a Knowledge Base Helps Call Center Agents in Problem Solving

How a Knowledge Base Helps Call Center Agents in Problem Solving

A knowledge base is the easiest way to resolve customer queries faster, that is a piece of fact that businesses running large call centers often overlook. In fact, even customers prefer using the knowledge base to find answers on their own, rather than call support for a solution...
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The Secret to Improve Customer Experience Without Running a Call Centre

The Secret to Improve Customer Experience Without Running a Call Centre

The Secret to Improve Customer Experience Without Running a Call Centre

Most customers will have questions when they learn how to use your product or service. If they have to call support, every time they don’t understand something, then their frustration level goes up. Your customers don’t want to call you...
Read More

How a Call Center Can Benefit From a Knowledge Base Software

How a Call Center Can Benefit From a Knowledge Base Software

online. After all, sometimes it's best to get answers from a person. Still, even the best call center employees may not be fully aware of how to resolve some problems. That is where a knowledge base software program can come in handy. A knowledge base software is designed to offer answers to all the questions and problems that someone might hold...
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