ProProfs Knowledge Base

Score10 out of 10

2 Reviews and Ratings

Community insights

TrustRadius Insights for ProProfs Knowledge Base are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Easy to Use: Users have consistently praised the simplicity and user-friendly nature of ProProfs Knowledge Base. Many reviewers have mentioned that the tool is incredibly easy to navigate, allowing teams to start using it immediately without any unnecessary complications.

Helpful for Employee Onboarding: Several users have found ProProfs Knowledge Base immensely helpful for employee onboarding. Companies are able to create online training documentation that new hires can conveniently access to get acquainted with work culture, policies, projects, and more.

Versatile Tool: Reviewers highly appreciate the versatility of ProProfs Knowledge Base. The ability to create a self-help knowledge base for different teams such as HR, product, sales, and support has been particularly valued. Additionally, the variety of templates provided allows for easy customization and creation of different kinds of knowledge bases.

Reviews

2 Reviews

Reduced support tickets to a large extent

Rating: 10 out of 10

Incentivized

November 2, 2020

Use Cases and Deployment Scope

We have used ProProfs Knowledge Base to build a customer support help center for our customers. One of the major reasons behind this move was the rising number of tickets that were becoming difficult to handle with every passing day. This tool helped us provide a seamless self-help solution to our customers. That’s helped customers find answers to most of their questions, leading to a decrease in our ticket volume.

Pros

It’s easy to use - We had no idea of how knowledge base tools work. But, given the flexibility and ease of use this tool offers, our customer support team had no hassles in creating a help center for our clients.
Ready Templates - The tool has got some incredibly beautiful templates. They are designed carefully with a proper table of contents and well-defined sections. Getting started was a no-brainer.
Detailed reports - We were surprised by the in-depth reports it provides. They are so detailed and comprehensive. Right from the number of articles created to popular and poorly rated articles, reports have so much to offer.

Cons

The product is good as it is. We don’t feel that any significant changes are needed. But, yes, we would definitely love to see a more advanced version of the product soon.

Likelihood to Recommend

ProProfs Knowledge Base is ideal for businesses that want to improve their customer support process, make agents more knowledgeable and productive, induct new employees, or manage their internal business knowledge.

We used it mainly for our customer support function, and we are satisfied with the performance. The best part is it scales as a team or business grows. When we started using this tool, we had a support team of 10 members, and now it has expanded to 25. But the knowledge base is still working as efficiently as before. It has the capability to accommodate a large amount of data with ease.

Verified User

Strategist in Product Management (501-1000 employees)

Vetted Review

1 year of experience

Perfect Product of ProProfs

Rating: 10 out of 10

Incentivized

April 22, 2019

Use Cases and Deployment Scope

My experience with ProProfs Knowledge Base has been good so far. I used it to create a corporate wiki that works like a knowledge bank, where employees can find any information related to my firm. The wiki is currently being used by teams across different divisions and it has gotten a positive response. No more emailing back and forth to get information. A single centralized wiki serves the purpose pretty well.

Pros

It helps in creating an internal knowledge base that employees from different teams can access to find and share information.
Creating a customer support knowledge base is quite simple with this software. The customization and branding options it has have helped in giving the knowledge base a professional and appealing look.
Its conditional content feature allows setting specific conditions that control content visibility. This helps in restricting or allowing access to a page.

Cons

Right now the templates that it provides have the same structure. It would be great if the company could come up with more templates of different styles.
It would be great if the tool’s in-app help widget had some customization options.
The company should come up with a mobile app for ProProfs Knowledge Base software. This will make it easy to get acquainted with the software and its features.

Likelihood to Recommend

ROI: What positive or negative impact (i.e. Return on Investment or ROI) has ProProfs Knowledge Base had on your overall business objectives?

Improved collaboration among teams.
Inducting new employees got easier.
Eliminated the need to organize formal training sessions for employees.

Mark Anthony

Information Technology Audit Manager in Information Technology at eweb a1professionals (51-200 employees)

Vetted Review

1 year of experience