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.
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.
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.
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.
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 .
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.
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.
Create online documentation at a snap, using a WYSIWYG editor that helps you easily format content & CSS styles.
Create well-structured wikis that serve as user manuals & guides for your products and services.
Everyone should give it a try!
I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
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.
Health Licensing Coordinator, Nebraska Department of Human and Health Services