Compare ProProfs Help Desk vs Boldchat

About ProProfs Help Desk

ProProfs Help Desk is an award winning ticketing software. It is an easy-to-use customer service tool that helps agents track customer issues from a shared dashboard and resolve them in a timely manner. Simply achieve more with the ProProfs Help Desk.

ProProfs Help Desk Software is a simple yet feature-rich issue tracking software that is perfect for both small as well as large teams. Users can track and manage all customer issues from the moment they are captured through to the time when they get resolved.

ProProfs offers the right set of features for team collaboration. Besides checking who is working on what, your agents can discuss tickets internally with the help of internal notes. When your agents work together as one big customer support team, you can rest assured that customers will have delightful support experiences.

You can leverage robust features like ticket prioritization, labels, tags, etc. to better organize your support tickets. This ensures that every ticket that demands urgent attention stays right before your eyes and no issue can slip through the cracks.

The best part about ProProfs Help Desk is its shared inbox feature that puts an end to long cc emails. With ProProfs HelpDesk, your agents can combine all customer-facing inboxes, such as sales@, help@, support@, contact@, and billing@ into a single platform. Therefore, you do not need to log out from one email account and log in to the other. With a shared inbox, all customer communications will be under the same roof.

Customer Success Managers (CSMs) can easily manage agent roles and permissions, assign tasks, and take future-ready decisions backed by insightful reports and analytics. They also have the freedom to set up their workflow rules around service level agreements (SLAs), filters, and priorities.

Benefits

Issue Tracking

ProProfs Help Desk allows customer support agents to track all customer queries, requests, and complaints in a single place. Proper tracking ensures that no customer query can be left unattended or unresolved for long.

Ticket Organization

ProProfs Help Desk offers features such as labels, ticket prioritization, and internal notes/comments that lead to improved ticket management and organization. For faster ticket resolution, you can adopt the parent-child ticketing system and break complex tickets into smaller child tickets.

Integration Capabilities

Awesome integration capabilities with Knowledge Base, Live Chat, and Salesforce, make this tool a complete powerhouse. You can create a dedicated self-service portal in minutes and reduce customer support tickets by up to 80%. While live chat allows agents to interact with customers in real-time.

Shared Inbox

With ProProfs intuitive help desk ticketing system, you can now efficiently manage all customer-facing inboxes, such as sales@, help@, support@, contact@, and billing@. A shared inbox makes reaching inbox zero - a reality.

Team Collaboration

With a shared dashboard, all support tickets are visible and accessible to all the agents at the same time. ProProfs Help Desk allows you to add internal notes and assign tickets to relevant individuals or departments such as IT, facilities, HR, accounts, etc.

Smart Reports & Analytics

With in-depth and insightful reports, you can track key performance indicators (KPIs) such as the number of new tickets, average ticket resolution time, ticket ratings, and more. You can float CSAT, CES, and NPS surveys once a ticket is resolved and better understand what's working for your customers and what's not.

With ProProfs Help Desk, the future of customer service is now.

About Boldchat

BoldChat is provider of live chat services that can be used by businesses of all sizes
It offers online and offline message systems, the ability to force webpages, auto-invite, hotkey canned messages; features like user-defined folders, user-defined statuses, auto-thread emails and many more.
The BoldChat live chat client is characterized by its clean and professional look, which is customizable to match the aesthetics of user's website.

Features

• Analytics
• API
• Batch Permissions & Access
• Chat
• Contact Management
• Contact Sharing
• CRM Integration
• Customer Management
• Dashboard
• Data Export
• Data Import
• Data Visualization
• Email Integration
• External Integrations
• Lead Management
• Lead Scoring
• Multi-User
• Notifications
• Scheduling
• Third-Party Plugins/Add-Ons
• Real-time Alerts
• Workflow Management
• Self-service Portal
• Ticket Management
• Instant Chat Integration
• Social Media Integration
• Call Integration
• Knowledge Base
• Support Forum

Features

• Analytics
• API
• Batch Permissions & Access
• Chat
• Contact Management
• Contact Sharing
• CRM Integration
• Customer Management
• Dashboard
• Data Export
• Data Import
• Data Visualization
• Email Integration
• External Integrations
• Lead Management
• Lead Scoring
• Multi-User
• Notifications
• Scheduling
• Third-Party Plugins/Add-Ons
• Real-time Alerts
• Workflow Management
• Self-service Portal
• Ticket Management
• Instant Chat Integration
• Social Media Integration
• Call Integration
• Knowledge Base
• Support Forum

Summary

• Filters to sort by labels, milestones, assignee, priorities, and status

• Issue resolution progress review

• Child ticket creation to track internal subtasks

• No spot solution delays

• Incident management

• Anytime, anywhere access

• Faster ticket resolution

• Instant support

• Customizable Branding

• Automated Routing

• Alerts/Escalation

• Workflow rules’ set up around priorities, filters, and service level agreements (SLAs)

• Easy to manage permissions, task assignments, and roles

• No long cc emails

• Option to add internal comments

• Workflow Configuration

• Reporting/Analytics

• Real-time Chat

• Multi-Channel Communication

• Network Monitoring

• Macros/Templated Responses

• Interaction Tracking

• Knowledge Base Management

• IT Asset Management

• Call Center Management

• Document Storage

• Timely response with child tickets

• Issue tracking in one place

• Collaborative email

• Ticket prioritization

• Shared inbox

• Canned responses and rule-based automated messages

Summary

• Proactive Live Chat: Proactive chat is the ability to target a website visitor and then, using visual cues and coordinated sound effects, to deliberately invite that visitor to engage in a live chat interaction.

• Customer Support Tools: Follow Visitor Browsing; Searchable Canned Messages; Chat/Visitor History; Supervisor Tools; SLA Reporting; Predictive Canned Messaging.

• Website Visitor Tracking: By placing a small snippet of code on their website pages, users can see instantly and in real time, who's on the site.

• Proactive Invitations: The data collected from the visitor tracking feature is utilized in the creation of invitation rules. Different rules can be created to target specific types of buyers, specific areas of the website, and specific locations in the sales funnel.

• Routing: Administrators set up departments, folders, and permission groups in order to route incoming work to a desired destination.

• Reporting Engine: BoldChat products include tools that facilitate the rapid transformation of all data into actionable information.

Pricing

Pricing

• Credit card required: N/A

• Pro: $599 agent/year.
  Premier: Pricing on request.
  Enterprise: Pricing on request.

FAQs

What is this service generally used for?

• ProProfs Help Desk is a customer service tool that is generally used by customer support teams to track user requests and effectively resolve customer-service-related issues.

Does this service offer guides, tutorials and or customer support?

• Yes. Customer support comes handy with ProProfs Help Desk integrations of Knowledge Base and Chat.

What platforms does this service support?

• Currently, ProProfs Help Desk supports web.

Does this service integrate with any other apps?

• ProProfs Help Desk is integrated with Survey Maker, Chat, and Knowledge Base.

Does this service offer multi-user capability (e.g. teams)?

• Yes.

Does this service offer an API?

• No

What are some applications this service is commonly used in tandem with?

• ProProfs Help Desk is commonly used in tandem with ProProfs Chat, ProProfs Knowledge Base, and ProProfs Survey Maker.

Who are the main user groups of this service?

• Customer success managers, help desk managers, system administrators, and agents need ProProfs Help Desk for efficient management of customer support queries and requests.

FAQs

Does this service offer guides, tutorials and or customer support?

• They offer Free Premium 24/7 Support.

What is this service generally used for?

• It is generally used as a live communication software.

What platforms does this service support?

• The application is easily installed and accessible via PC software, the online interface, or through their iPhone app.

Does this service integrate with any other apps?

• It integrates with: Salesforce, Active Assist, Geofluent, Google Analytics, etc,

Does this service offer an API?

• BoldChat’s Integration API allows connection with a wide variety of external applications (such as CRM/Ticketing, etc.)

Who are the main user groups of this service?

• The main users of this service are webstores.

Vendor Information

Vendor Information

Other

• Startups
• SMEs
• Agencies
• Enterprises

• Web App

Other