Our Editorial Process

Empowering business success through delightful content

At ProProfs Live Chat, we uphold rigorous editorial standards to publish reliable and objective content aligned with our core mission of Customer Delight. Our process ensures quality and transparency for readers and contributors alike.

We work closely with subject matter experts to develop insightful materials that meet key learning objectives and resonate with end users. Through careful review against defined criteria, we publish only the most impactful pieces that are factual, relevant, and trustworthy.

The following overview details the key steps of our editorial process, from conception to publication.

Our Commitment to Reliability, Relevance, and Resourcefulness

Our editorial process is designed to ensure that every piece of content enhances the customer experience. Each content piece brings forth insights, guidance, and relevance, helping users not only use the software effectively but also recognize its complete potential concerning their unique requirements.

Step 1: Content Creation

Having our finger on the pulse of the software industry enables us to craft content that tackles the latest trends, challenges, and strategies. Our editorial process involves extensive research to present accurate, multi-faceted analysis on complex topics. This allows us to provide comprehensive guidance on emerging tools, technologies, and techniques.

Meet the talented featured writers at ProProfs Live Chat, each bringing a unique perspective and expertise to create informative and engaging content.

Jason Grills
Jason Grills

Customer Service Expert

Jason Grills, a renowned customer service expert, has transformed support teams across diverse industries with his tech-savvy solutions. With over 12 years of experience, he possesses a profound understanding of customer service landscapes.

Deepak Som

Author & Editor at ProProfs

Deepak is a seasoned content writer, specializing in articulating the intricacies of software products and systems. Deepak brings a wealth of knowledge to his writing, offering readers insightful perspectives on the ever-evolving customer service landscape.

Helga Zabalkanska

CMO at Newoldstamp

Helga Zabalkanska, a seasoned CMO at Newoldstamp and MySignature, boasts a decade of digital marketing experience rooted in data-driven strategies.

Mark Quadros

SaaS content marketer

Mark Quadros is a seasoned SaaS content marketer dedicated to assisting brands in crafting and distributing exceptional content.

Step 2: Fact Verification

To uphold our commitment to dependability, we corroborate each fact with trusted sources. Our dedicated fact-checkers scrutinize every data point, including statistics, case studies, and expert insights we include in our content.

Step 3: Editorial Review

Our Advisory Board, composed of seasoned professionals and industry experts, carefully examines each piece to ensure it provides relevant, logical, and accurate guidance readers can apply. By refining the content through multiple feedback loops, we deliver actionable insights to address our audience's needs and expectations.

Meet our Advisory Board, a collective of industry experts whose invaluable insights guide and elevate the content at ProProfs Live Chat.

Sameer Bhatia
Sameer Bhatia

Founder and CEO - ProProfs

Sameer Bhatia is the Founder and Chief Executive Officer of ProProfs.com. He believes that software should make you happy and is driven to create a 100-year company that delivers delightfully smart software with awesome support. His favorite word is 'delight,' and he dislikes the term 'customer satisfaction,' as he believes that "satisfaction" is a low bar and users must get nothing less than a delightful experience at ProProfs. Sameer holds a Masters in Computer Science from the University of Southern California (USC). He lives in Santa Monica with his wife & two daughters.

Babu Jayaram
Babu Jayaram

Head of Customer Success - ProProfs

Babu Jayaram, a seasoned customer support expert with over 20 years of industry experience, serves as a key member of the ProProfs Live Chat Advisory Board. With a specialized focus on live support, human support, and prospect engagement, Babu has enhanced customer experiences and driven business success. Babu also lends his expertise to the review of technical content on the ProProfs blog, ensuring accuracy and reliability for the audience.

Naveen Sharma
Naveen Sharma

Customer Support Expert

Naveen Sharma, a seasoned expert in ticket management, internal help desk operations, and live chat support, brings invaluable experience to the ProProfs Live Chat Advisory Board. With a keen focus on optimizing customer service strategies, Naveen helps businesses shape effective support initiatives. Beyond his proficiency in managing customer inquiries through various channels, Naveen also dedicates his expertise to reviewing content on the ProProfs blog, ensuring its precision and trustworthiness.

Step 4: Post-Publication Updates

We maintain an agile update mechanism to ensure our content corresponds with the ever-evolving software landscape.

Our dedication to delivering timely and pertinent content is guided by four critical practices:

  • tick Training tick Regular Check-Ins

    We routinely analyze our content, ensuring it aligns with the latest SaaS industry trends and insights garnered from the world of remote training and customer support.

  • tick Training tick Annual Partnership Audits

    Each year, we critically assess our associated partners. Content related to them is revised to align with our values and standards.

  • tick Training tick Staying Ahead with SaaS Trends & Developments

    Our team is always up to date with the latest SaaS trends and advancements, reinforcing our commitment to reliability and making sure you are well-informed with the most current guidance and discoveries.

  • tick Training tick Prioritizing Your Feedback

    Your perspective matters to us and shapes the relevance of our content. Our editorial team promptly addresses feedback to ensure our resources remain valuable and informative.

Content Credentials

Content on our platform carries the following credentials, ensuring clarity and trustworthiness:

  • Authorship Recognition: Each piece features an "Author" tag, acknowledging the expert minds responsible for its creation.

  • Last Updated Information: An "Updated" date is displayed, providing transparency on when the content was last revised, keeping readers informed with the latest insights.

  • Review Board Approval: An "Approved By" tag signifying that the content has passed the scrutiny of our Review Board.

The ProProfs Live Chat Voice

The ProProfs Live Chat voice embodies both knowledge and empathy. While our rich SaaS experience enables us to provide precise and expert advice, our genuine care for our users ensures we communicate in an approachable and warm manner.

Our content is designed to encourage, support, and connect with various businesses and individuals. Our tone balances expertise and understanding, reflecting our core values and the successful journey we envision for our customers.

Our Editorial Process, Crafted for You

ProProfs Live Chat believes that true magic happens when you and we come together. Our process places you at its heart, emphasizing the creation of content that furthers your learning, development, and success.

Our editorial process is an ongoing dialogue where your input shapes our work at every step.

We strive for continuous improvement, and your feedback is crucial. If you think there's room for improvement in accuracy or usability — or if you believe a piece of content needs to be updated — you can easily reach out to us via our contact center.

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