The ease of use made the entire process extremely effortless.

Spirit Airlines is the ultra-low-cost American airline widely known for its Bare Fare campaign. Our Fit Fleet is one of the youngest and most fuel-efficient in the industry. We currently operate more than 500 daily flights to 67 destinations within the U.S., Latin America, and the Caribbean. The easy online booking and check-in, reliable and timely services, friendly staff, and, most importantly, our super affordable rates make us the preferred choice for travelers.

We were looking for a robust knowledge base to support our customer support agents. Our support staff needed a solution that would empower them to browse and search for answers while handling customer inquiries. We needed a knowledge base that would contain guidelines, policies, and training materials – all accessible through a secure login. We evaluated Zendesk first, but we needed a solution that was better organized and searchable.

ProProfs Knowledge Base software’s drag-and-drop table of contents makes it easy to organize content logically. The software ensures the content is easily searchable, allowing agents to quickly find information while talking to customers on the phone. Agents are happy with the software’s performance as they can quickly type in questions like ‘baggage weight limit’ and have relevant articles instantly suggested.

ProProfs' user-friendly interface allows more team members, such as Analysts and Policy Directors, to contribute to the documentation without special training. The Feedback and Rating feature provides a valuable feedback loop to content authors, enabling customer service agents to rate articles and provide comments, helping authors improve the documentation.

Additionally, ProProfs Knowledge Base software’s Single Sign-On (SSO) and IP Address Restrictions ensure that the knowledge base is secure and only visible to authorized customer service reps, with minimal IT resources required for implementation.