TL; DR: As a leading provider of online tools for compiling and testing knowledge, ProProfs constantly strives to impress customers with products that are easy to use yet comprehensive enough for the most advanced of needs. Today, its Knowledge Management Suite is trusted by SMBs, nonprofits, universities, and enterprises looking to improve internal communication and provide 24/7 external support through knowledgebase tools, help desk software, and a reliable live chat system. With a focus on affordability, functionality, and usability, ProProfs is helping hosting providers meet daily support challenges one ticket at a time.
Ask Sameer Bhatia his thoughts on achieving customer satisfaction, and he’ll likely say you’re setting the bar too low. Since founding ProProfs, a provider of online tools for building and testing knowledge, Sameer has aimed for a far loftier standard: customer delight.
He’s so devoted to the notion that the company’s tagline is “Delightfully Smart Tools.”
“That’s what ProProfs stands for,” Ayaz Hasan, Product Manager at ProProfs, said. “If you use ProProfs, you will delight your customers and your team with products that are economical, functional, and easy to use.”
Along with a leading training program and the world’s largest library of online tests and quizzes, the Los Angeles-based company provides a suite of tools that are particularly advantageous to hosting providers, including knowledge management software and live chat integration.
“We started around six to seven years back as a quizzing tool and continuously grew,” Ayaz said. “We became the biggest quiz site in the world, and are still currently. After that, we decided to foray into knowledge management.”
ProProfs now empowers users to increase productivity, efficiency, and profitability through a versatile knowledge management platform that allows the company to support customers through various mechanisms.
“Knowledge management is comprised of a lot of things — the knowledge inside your company, outside of your company, and with your customers,” Ayaz said. “We tried to create an umbrella where we can call multiple toolsets into the ProProfs Knowledge Management Suite.”
A Collaborative Company Culture Inspired by Strong Leadership
The company’s rapid expansion can be attributed to a winning combination of its collaborative workforce and visionary leadership.
Sameer, who has a master’s degree in computer science from the University of Southern California and considers himself a serial internet entrepreneur, is a big believer in simplicity. In fact, he’s known for helping his team achieve major goals by dissecting them into a series of smaller, attainable ones.
“He keeps us on our toes,” Ayaz said.
The small but passionate team operates out of Los Angeles and Delhi, India, who ensure constant improvement when it comes to system performance. The team is continually educated on advancements in web development through periodic in-house training and recognized with frequent award ceremonies, both of which promote a creative and comfortable working environment.
“The internal atmosphere is really cool,” Ayaz said. “We all have fun together and work hard together. Everyone inside of our company is honest, respectful of each other, and humble.”
Share Info and Reduce Support Tickets With Knowledgebase Software
After building a reputation as a leading provider of quiz creation and training software, the company’s expansion into the knowledgebase market was a natural next step.
“Every enterprise, every business, every startup, every SMB needs a knowledgebase as a repository of confidential and public data,” Ayaz said.
With that in mind, the company created its ProProfs Knowledge Management Suite, a comprehensive software bundle that includes ProProfs Knowledgebase Software, a robust tool that allows organizations to enhance both internal and external knowledge sharing. For hosting providers, the ability to empower customers to find instant answers to their questions is especially beneficial. With the option of a self-service knowledgebase for frequently asked questions, customers can avoid wait times inherent in email and phone support.
And when support tickets are (inevitably) required, the knowledgebase provides a streamlined customer service experience for both current and future users.
“The beauty of the knowledgebase is it connects you to different products,” Ayaz said.
For example, he explained, if a user can’t find an answer to his question in the self-service knowledgebase, he can easily click on a ‘submit a ticket’ button, which connects him with an agent in the ProProfs Help Desk — another layer of the management suite — for a resolution.
After helping the client, the agent can use the software to alert FAQ content writers to amend or add information to the existing knowledgebase.
“It allows for knowledge exchange between different departments inside a company,” Ayaz said.
Fast and Reliable Live Chat Tools to Optimize Customer Engagement
In addition to its knowledgebase and help desk functionalities, the management suite includes ProProfs Chat, an advanced live chat software that enables companies to offer real-time support, initiate conversations with visitors, and identify new sales opportunities.
The enterprise-grade software is fully customizable with more than 100 settings that help users customize languages, track agent performance, monitor site visitors, and set up internal chats.
The interconnectivity of the suite shines here, too.
“Again, there is direct knowledge sharing between the chat operator and the customer,” Ayaz said. “When the chat operator gets to know about the problem…or sometimes the user gives suggestions, those suggestions are then provided to the internal team of content writers and instructional designers.”
As a bonus, ProProfs Chat integrates seamlessly with many CRM, CMS, eCommerce, email marketing, and help desk tools.
“You can integrate with Shopify, WordPress, Drupal, Joomla, and Microsoft Dynamics CMS; and we have a very solid integration with Salesforce,” Ayaz said.
Fostering Rapid Growth Through a Customer-First Mindset
ProProfs depends on its own knowledge management software to solicit customer feedback and make continuous improvements.
“The ProProfs Help Desk currently is running in the beta model inside our company, so we are using it internally first and then we will release it for our customers,” Ayaz said. “It has an insightful dashboard where you can see pending tickets, overdue tickets, how customers are reading your tickets, and how satisfied they are with the ticket support.”
The dashboard features statistics on the company’s performance in terms of customer support over a week, month, or six months, and is able to identify recurrent problems.
When deciding the next steps to take for an individual product or the company as a whole, ProProfs considers the needs of customers before all else.
“We don’t look at our competitors when we are building products — we only look at customers,” Ayaz said. “Our road maps are 90% based on customer feedback. When customers ask you for something, it’s because they really need it.”
In the end, Ayaz told us, it all comes down to user experience.
“We keep updating our infrastructure, and are continuously focused on using modern techniques to improve the speed and performance of our products,” he said. “It’s not that we don’t look at the outside world, but we focus on what customers want and how delightful and easy to use our products are. Customer feedback is the priority.”