Supportbench Reviews & Product Details

Using Supportbench, we’ve been able to funnel all if our incoming tickets, whether via phone, email, web, Facebook or chat, into a single centralized location.

I use the score cards a lot but the analytics within their interface is a little strange.

Supportbench is working well for us atm because it’s all encompassing. Everything we need is in one platform so we don’t have the mess of a bunch of different tools.

Supportbench has been a great asset to our company. We have been using it for a few months now and it has helped us streamline our customer support process. The ability to quickly and easily create tickets, assign tasks to team members, and track progress has been invaluable. 😎 Benefits : For the way we want to use the platform, Supportbench offers us a great range of features that makes the way we do customer support easier and more efficient. It has a wide variety of customization options, which makes it easy to tailor the system to our specific needs. Thankfully the Supportbench team is also very responsive and helpful.

Cons: Although Supportbench is affordable at our size now, I worry what it will cost us down the line as we grow. It’s such a great product, it’s going to be hard to move from here, I hope it stays reasonably priced in the future.

Support Solved Email issues and increases its support level by providing tips and following trends to provide us with adavnce solutions. It was very best during our startup

Supportbench has a user-friendly interface that is intuitive and easy to navigate. It works well with multiple channels, including email, chat, phone, and social media. Supportbench allows us to customize the setup as per our requirements. It integrates with many other tools, including popular CRMs, email clients, and social media platforms. This allowed us to easily bring all our customer support channels into one centralized location. Supportbench allows us to build custom reports and dashboards which helps our team to keep track of important performance metrics. The Supportbench support team is also fast to respond to any issues.

Supportbench has it has a ton of features that make it worth it, but it's going to take a while to learn about ALL of the features and use cases as it's quite robust.

Supportbench allows us to easily bring all of our customer support channels together into one centralized location. It allows us to build custom reports and dashboards which helps our team to keep track of important performance metrics.

It gives you clear and accurate ticketing tracking and quick and efficient workflow turnaround in less time, giving you room to be more productive in a day. It's analytic tool is one of the most accessible tools I've used. Also, this is affordable, user-friendly, and provides a better understanding of products and services that users need through analytics and data; plus, it has a bright visual interface and it is API ready. supportbench has a very interactive dashboard, including real-time customer service tickets to work on and ease of customization.

I don't think this is a con. Still, I hope their notification features can be more easily noticeable, and some notifications are duplicated, so I can't say this is a con.

Given that I've used most ticketing systems, this one gives me ease. It's super intuitive and efficient workflow turnaround in less time, with immediate results, and it is also API ready.

For us, it’s the sentiment analysis that’s been most beneficial. We’re not having to send out surveys to find out how our customers are. Supportbench is picking up all that data in the background and sending the reports to us in whatever format we choose. It works for you, even when you’re not working on it.

When we first came on board, we thought the per agent pricing was quite high. But when we saw that you get everything out of the box at the same price, we realized the value.

The system matches the way we work so our workflows are a lot smoother.

We’re able to resolve customer issues so much faster than before and we have such clear insight into our clients now that we were able to retain one that had one foot out the door. In our old system we never had these insights. That was a very valuable client and would have been detrimental to our business had we lost them.

So I’ve found the knowledge base and perhaps documentation needs some updating.

Found it helped me resolve customer issues quickly and helped with client retention. Had great support for when issues arose. Price per agent was very competitive. Offered scaling for smaller start ups like myself.

The user interface is very easy to understand and intuitive. It's easy to navigate around and keep track of everything. Our teams are finally getting organized.

At the start there were a few bugs in the system, but things are running smoothly now.

The team helping to train and on board us at Supportbench is top notch. They are responsive, available, and knowledgeable; they make us feel more like partners, rather than clients. We're hoping to use the software for longer period of time and expand into other departments.

Supportbench has a lot of features that I’ve used in other platforms, but it’s as though they’ve honed them a bit and made them suit front line engineers. One thing that’s different is the communication with customers. Everything seems to be quicker and easier, from their email, to their knowledge base, it’s all a lot cleaner.

I have not yet encountered any major problems, but I'd love some more of the web app functionality within the mobile app.

The system itself it great, but I think the Supportbench team makes the real impact. They were actively present at every stage from the onboarding to the data migration, team training and daily use.

Supportbench offers a remarkable capability that empowers me to personalize my daily interactions. Whether it's handling a high volume of emails or generating weekly reports, Supportbench seamlessly streamlines email management. With its scheduled data reports functionality, our team can effortlessly handle and present precise information. Moreover, Supportbench enables our team to work flexibly from any location, at any time, thanks to its versatile notification options.

Through my years of experience, I've come to understand that not everyone learns and adapts at the same pace. While I'm making significant progress with Supportbench, I believe it would greatly benefit from providing more detailed explanations or developing a simplified guide to assist individuals who require additional guidance.

Supportbench has truly enhanced our team's productivity, efficiency, and effectiveness, enabling us to operate seamlessly like a finely tuned mechanism. Given the current socio-economic challenges, it's natural to have concerns about sustaining our operations. However, Supportbench's affordable pricing range has alleviated those worries, providing me with a sense of reassurance and eliminating any need for further concern.

Quick and efficient workflow turnaround in less time, with immediate results. Bright visual interface showing an interactive dashboard, including real-time customer service tickets to work on and ease of customization. You can view the types of communication requests coming in - all emails, phone calls, notes, etc. are in one place and can be shared between all team members. There are user forums to engage customers, and keywords are highlighted within communication requests to allow the direction of prioritized cases to team members, as well as the creation of customized surveys. Ability to log and keep track of multiple checkpoints across different platforms, thus giving detailed reporting of KPIs.

Requires a bit of time to get past the initial learning curve of some of its more complex tools. It may also take some time to enable and activate some of the more powerful features, such as automation and workflows. At times you can miss cases, or miss the responses to already existing cases. Sometimes cases can be duplicated, and the notification system can get crowded.

Supportbench provides a better understanding of what customers need or customer behavior through analytics and data. It also increases productivity through a quick turnaround and solid results.