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We serve companies of every sphere, whether your company is into marketing, healthcare, customer support, or any other industry. We also serve companies of all sizes, startups to large enterprises.
Medium to large businesses looking for scalable service management software to maintain customer satisfaction throughout high growth.
I love their features: shared inbox, connect support systems, customer satisfaction survey. A customer satisfaction survey helps to identify how you can improve your customer support.
I can manage all my channels but not social media and this makes it a little difficult to cater to customer requests received from social media.
We are quite pleased to get some competitive functionalities at almost $10/agent/month. Our customer support operation has improved over the course of time and everything is in proper sync.
It will help us a lot to avoid the separate time we spend on checking our social media accounts separately to check customer requests or complaints.
What really did put me into action to invest in a product like ProProfs Help Desk is the Child Ticket feature. Really this feature is amazing.
However, ProProfs helped us realize that important help desk metrics such as average first response time, average ticket resolution time, etc. are great for measuring team performance.
Andrew is amazing and helped with the process and continues to help as we start to uncover more and more about this program.
For a small business this is not much of a problem but in the big leagues being unable to measure performance against SLA is the same as failing SLA.
Vivantio is easy to modify which makes it easy to give a better quality environment and ensure good adoption rates from your users. The customer portal we set up has been very well received.
Now this functionality is lost. Every time we raise a change, the suggested articles are being randomly displayed, in which have nothing to do with the change itself.
Customer representatives are very hands on and helpful. I have admin'd other software and while other, more popular software has more documentation, their reps are non-existent.
The log comment size is too small which makes difficult to read the comments. And something the view get's corrupted.
Having worked on the previous version of Vivantio I can confirm that this release is a great improvement on what we previously had.
The difference in the admin area to the technician portal is a little bit confusing at times. I believe that the back end admin area needs upgrading to the FLEX environment.
Prioritize real-user-identified key features according to your needs to find your best fit.
ProProfs Help Desk
Vivantio
Top FeaturesProProfs Help Desk
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Vivantio
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