Supportbench Reviews: 4.9/5 — Highly Rated

Supportbench is like a dream come true. We're in control, and there's no need to pester the IT team every five minutes. Plus, with features like intent detection and emotional scoring, it's like we've got a crystal ball for customer support!

Navigating some parts of Supportbench is like playing a game without the rulebook. Some extra self-help documentation would be welcome. so that i dislike to this part.

The comprehensive customer overviews are like our own personalized customer support GPS! So this is very important. Now I am happy for that. Thanks for customer support

Since we left Zendesk to welcome Supportbench, things have been smooth sailing. This nifty tool even dishes out a 360-degree customer overview. It's like we've got customer support superpowers now!

The only gripe I have is that their self-help guide feels a bit like a treasure hunt without a map. More detailed documentation would be way more useful

Let me tell you, Supportbench is the cat's pajamas! No need to keep the IT team on speed dial anymore - we're in the driver's seat. And with those striking features like AI-driven sentiment analysis and intent detection, it's like having our customer support Sherlock Holmes!

The shift from Zendesk to Supportbench has been a significant upgrade for us. The functionality has streamlined our support process, helping us enhance the quality of our service and build stronger relationships. The customizable dashboards have particularly allowed us to optimize our strategies, while the customer health scoring and 360-degree customer overview have ensured a tailored approach to each customer interaction.

The software, as much as it is impressive, does lack in one area - the documentation. I believe a more extensive user guide would make the experience smoother for newcomers. This didn't deter my overall experience but certainly left some room for improvement.

From my perspective, Supportbench truly shines in terms of accessibility and configurability. The fact that it doesn't necessitate an IT team to manage the system is a game-changer. The autonomous operation potential it offers allows us to focus more on our customers and less on the technicalities.

The flexibility of our communication channels has been invaluable in improving our customer satisfaction rates and even reducing churn rates. We’re able to make such quick decisions and resolve cases because we have everything we need on-hand in real time. It’s helping us build much stronger relationships with our customers and our hope is that we’re able to get increased upselling and even persuade some champions to refer us..

Supportbench is valuable in so many ways, but it’s a pretty robust platform and it’s going to take a while to access all feature sets.

The Omnichannel range of communication with Supportbench has been endlessly helpful. We’ve never had such a cohesive system with multiple touch points before; from email, to phone to chat to social. It’s allowed us to finally work in a way that suits our specific customers’ preferences.

Thus far, our experience with Supportbench has been fantastic. It’s been the perfect system for managing our high volume of incoming cases rapidly and efficiently. One big draw to Supportbench is the price point. It’s incredibly cost-effective, especially when factoring in the volume of feature sets, as we’ve been able to replace some other expensive tools with Supportbench. We also didn’t spend a lot on the initial setup and training.

There are some reporting features we’re waiting for. However, Supportbench’s documentation and internal support have been excellent with workarounds.

This benefits me because it allows me to provide a more efficient customer service experience. It also helps me identify areas where I can improve my customer service and provide better support for my customers.

A big plus for us is that Supportbench is fully unified and integrated. All of our tools talk to each other in real-time so there isn’t that lag time gathering info from our managers or other departments. The dashboard is SO helpful. I can see everything according to what I want to see rather than what the platform allows. I can do everything a lot quicker and in a more complete way.

Some of the more advanced features need a lot of extra set up and learning time.

Supportbench has allowed us to have everything we need in one complete solution. It’s got a pretty robust feature set, much of which we have yet to explore.

I’ve been using Supportbench for ticketing to enhance our customer service department, but I found that it has some pretty decent project management tool use cases. The ticketing features work well because we can customize them to match our various valued clients. I now longer spend endless time on wasteful communication.

If your workflows are simple, this might not be ideal for you. But if you have a fairly involved support process, Supportbench is ideal.

So far, I've been very pleased with my experience with Supportbench. It offers a comprehensive customer service tool set but it can also perform as project management software as well.

The transition from our previous system to SupportBench has been way less painful than we expected. Their data migration process is quite seamless and there wasn’t much in the way of lag time or real delays getting up and running. Their email management is key for us as most, if not all of our communication is through email and you can comfortably live in the Supportbench email as it almost exactly mimics Outlook. Also, all of our communication has much better visibility than before and we can look at cases in great detail.

During the frequent updates, there’s additional features added that we don’t have time to go through

Helping me best satisfy my clients. Since I started using supportbench, customer retention has been topnotch.

we lack some technical knowledge but we all adapted quite comfortably with Supportbench. It was a much smoother transition than I expected. We didn't have anything in place, and now we have this great system helping us track everything. We use email as our main form of communication but it's great that it's omnichannel in case this changes for us.

The per-agent pricing is quite reasonable for us at this moment as we paid for 2 years upfront. Hoping this rate remains consistent throughout.

I think Supportbench is a good choice for businesses without any system in place, looking to centralize all communication and tracking in one.

The ticket management system of Supportbench has helped us prioritize our clients much more elegantly. We were always wasting a lot of time with customers who didn’t add a lot of value and we don’t have to do that anymore. It’s all automated in the background and it deflects low value customers who are time vampires. Just having Supportbench has reduced costs in our department.

We all needed time to learn the system because there are a lot of features and customizations.

SupportBench has been a great solution for a company of our size and their team has provided us with superb customer support.

Pros: For me, the oversight of my team has been a huge plus. Of course, I have insight into customers, but now I have a clear understanding of how both Support and project management teams are progressing through their work/issues.

Cons: On occasion, it’s taken some time to activate some of the newer feature sets.

SupportBench can solve for businesses and helps us to keep track of all support requests in one place, assign them to team members, and track their progress, ultimately leading to increased efficiency.

Our main form of communication is Email, and Supportbench’s email is seamless. It kind of resembles Outlook and has all the same elements. I don’t have to jump out of ticketing to email and come back again or use an email link. I can stay within Supportbench.

We’d like to use Supportbench in HR and Sales. There are a lot of features that could work in both departments, but it’s not quite perfect.

I have no problem using this service. Overall is excellent.

We use Supportbench to store a large volume of customer information and lengthy history so that we can all access this in one place. We can easily track our KPI's and make improvements to our processes and team immediately without waiting for an issue to crop up.

On a few occasions, the dashboard has frozen but simply requires a refresh to get everything back up and running.

With Supportbench, on top of the ease of communicating with customers, we’ve been able to collaborate with multiple teams across various department

A big draw for us is the customizability. It was so easy to personalize Supportbench and make it feel and act like it was made just for us. We aren’t dealing with a bunch of plug ins or ad ons, everything is quite fluid and all inclusive with Supportbench. More than anything it’s been endlessly flexible.

Would be helpful to see some more customization on the Surveys.

Ticket management for customer service calls, etc.

While using Supportbench, we’ve been able to resolve many more customer issues than before. I can customize my communication as well as gain deeper insights than previously. The ease of use and reporting has allowed me to make quicker resolutions and prevent escalations.

The customizability has been a huge plus for us, but we have to invest a lot of time to properly configure things the way we want to work. It’s worth it in the end though.

Supportbench is way more affordable than other bundled support programs. The omnichannel system has fit our company well.

The deployment process is rapid and seamless. The search functionality of Supportbench is highly precise and effective. The available selection of ready-made APIs is substantial and diverse. The API templates are highly adaptable and can be tailored to meet specific requirements. A plethora of useful add-ons can be sourced from the marketplace. The platform offers a high degree of customization and personalization. And the reporting engine is comprehensive, offering a rich set of features with a wide range of export options.

The per agent monthly cost was very reasonable but the start up costs were a little higher than we expected. However, our workflows did need a very heavy lift.

Suportbench has been an efficient and user-friendly tool for us so far. It’shelped my team streamline our support processes and improve our overall customer satisfaction. The software has multi-channel integration, ticket management, and a robust knowledge base (my fav). Additionally, the software’s interface is intuitive and makes it easy for us to quickly find the information we need to resolve customer issues.

The tools Supportbench integrates with have helped us tremendously. We’ve always had multiple tools sets working completely separately, and having one that works in unison that is fully integrated has given us oversight we’ve never had before.

The learning curve might be too steep for some people. Supportbench is new and unlike the platforms from the past. The newness of it takes time to get use to

Supportbench has allowed us to more clearly see what our agents are doing and who they support. It even helps us automate replies to recurring problems and workflows, minimizing our workload.

The Supportbench reporting is pretty sophisticated and detailed with multiple formats. I love the visual appearance of the platform and how there’s no lag time between clicking screens. It’s faster than the system we had before. And luckily for us, it’s easy to use, even for non tech-savvy agents.

Supportbench has a tone of features, and we have yet to get through half of them.

Using Supportbench, we’ve been able to achieve success in many Support milestones we’ve been waiting on. It’s a fairly comprehensive and cost-effective solution for our company.

We have communication coming in from multiple channels and Supportbench can handle all of it. Because everything is integrated in one platform, all of our customer inquiries are handled so much more efficiently.

Although there are no plug-ins and everything fully integrates, I’d like to see more integrations in the system. Hoping it’s coming in the future.

It's helping with workflow operations

SupportBench makes it easy for us to manage our Support queues. The dashboard is customized to our needs and is super clean. We get a clear view of customers, team members and potential issues. We even get notified of potential escalations before they happen so we can prevent them.

I feel as though the mobile app needs to get updated or revamped. It works for the most part, but it feels clunky.

We are resolving customer issues, communicating with our customers, and gathering insights with the different properties that we've customized in our Supportbench account!

User-friendly interface: Supportbench has a clean and intuitive interface that is easy to navigate and use. Comprehensive ticket management: The platform offers robust ticket management capabilities, including the ability to categorize, prioritize, and escalate tickets as needed. Collaboration tools: Supportbench allows team members to work together on customer inquiries and issues, ensuring that customers receive prompt and efficient support. Email integration: The software integrates with a variety of email platforms, allowing businesses to manage customer inquiries and support tickets directly from their email inboxes. Reporting and analytics: Supportbench provides real-time reporting and analytics, allowing businesses to track the performance of their customer support operations and identify areas for improvement.

Room for more streamlined learning experience: Some users may find that a more streamlined learning experience would make it easier for them to get up and running with Supportbench quickly

Lack of collaboration between support team members: Supportbench provides collaboration tools that allow support team members to work together on customer inquiries and issues, improving the overall quality of customer support.

It’s been pretty easy to get up and running with Supportbench and when needed, they’ve given us quite a few training sessions. The Supportbench team addressed our immediate needs and also built in some customized options for us.

Overall Supportbench provides enough tools to support our growing business but, we would like see more video tutorials on their YouTube channel.

Since using Supportbench, our customers have been mentioning how easy it is to get their issues resolved. Between the reporting and tracking, it’s been an exceptional platform for my teams.

my work is related to customer services and data insights and analytics so i used both tools of customer services and analytics and insights and feels very good compared to other platforms

for me, I am still satisfied with the tools which I have used I think integration needs more tools to platforms to integrate when we are using this.

customer management is one of the most demanding tools for many platforms so I also need this for my business so I used support bench software because it's quite simple and analytics are so clear. the price compared to other software is too low.

Supportbench has provided our team with a complete customer management system. Because everything is on one platform, we’re able to manage all communication in one place and have full oversight of both our customers and team.

I found a bug in the system with one of my cases recently, but I sent the issue to them, and it was fixed the next day.

Of the other success and case management solutions I’ve used, Supportbench is unique in how it does things, and IMO far superior in solving end-user issues. Their health scoring gives us full insight into how all of our customers are doing, and we also as a team can help each other if we see a front-line agent having issues solving a problem.

I like the smooth interface of Support Bench and the high visibility it provides for expanding companies. Need a software to streamline all communications and manage them from a single platform that had high visibility, support bench is the only one that can provide such. It integrating well with our other tools and its helping to solve tickets as quickly as possinte as we expone. I have been a user of different help desk software for quite some time and haven't come across a system that has all the functionality of Supportbench.

The mobile apps. Through they are super handy, but it's pretty minimal in what they can do and can be improved, and features can be added. However, suggestions have been made in the community at Support Bench about it, and the reply mentioned that improvements are in the works. Other than that, everything else is spectacular.

Support Bench has been an ultimate problem solver. From its integration, smooth interface, and customer service, we have saved the stress of tickets and management issues. We have improved and there has been an increase in the company growth chart since we changed software.

SLA management feature gives my team the ability to ensure customers are given prompt and timely resolution. Unlike zendesk where we have to check each tickets to see if any follow ups were missed. Pricing is pro start up, this gives us , ecommerce start up, to have a professional support team without spending 200 or more for a platform. The survey generator is a feature I had been dying to see in a software being able to send a survey invite right after a customer interaction without using a separate platform gives me and my team ability to improve our responsiveness, quality of interaction and improve our oversall customers perception.

Too little feedback or information available online about supportbench. Luckily, we havent had major issues or minor bugs encountered in our nearly 2 months of using the platform

We are an eCommerce start-up, we never had experience with other platforms. Good thing a friend of mine who tried supportbench mentioned this to us. Without a doubt, we tried it and the rest was history. Integration with our wordpress based store was swift and smooth. All features are easy to learn. We are able to reply to our customer timely.

Supportbench has markedly raised our customer happiness and made my teams more efficient. Supportbench’s third-party platform integrations are seamless; they’re not plug ins. We’ve already been able to let go of 2 tools we were using/paying for because Supportbench does it within the system already. Also, there aren't any limits on the plan. You get everything included and no one has been bothering to upsell our company.

The customer portal, if you want to customize it, you need some coding expertise. However the Supportbench team can make almost all types of modifications as you need them.

I love how Supportbench allows me to focus on all my other tasks, outside of problem solving. Since implementing Supportbench we’ve been able to connect all departments, allowing both our Sales and Marketing teams to see overlapping themes and focus on big picture improvements.

Well, since implementing Supportbench and collaborating with their team, we’ve completely changed the way we work within Support and Success. We’re focused on our customers and we’re finding increased revenue opportunities and able to achieve a higher level of referral-based customers.

We had some issues when we first began but we have a dedicated support person now and we’ve had no issues since then.

The communication we have between Support and Sales had greatly benefited our bottom line. Very pleased with the outcome of this system.

The features of Supportbench are straightforward and easy enough to understand while you’re learning to use the system. When we did have issues onboarding our team, their customer support reps were super friendly and explained things in a way that was jargon-free and easy to understand for someone like me. Even though some of our questions were a bit silly, their reps did not make us feel like they were, and instead explained everything and helped us create a process that’s right for us.

Supportbench has a lot of feature sets that we’re not able to use at this point as our workflows aren’t that complex. With that said, I’m looking forward to use them as our team gets bigger.

Our team is not that big and we are working with other businesses, Supportbench helped us to communicate smoother with our partners which increased our production even more.

Raising and tracking tickets have become much easier because of Supportbench. Managing our workflows is so easy now, we’ve been able to reduce the time of resolving tickets as well as the pressure on our teams.

At the beginning I was struggling to get use to this new system. But their Support team helped every step of the way.

Supportbench is a good platform for Support as well as Success. It’s been a full spectrum system for us. It’s simplified work for our front line support as well as for our internal teams.