Supportbench Reviews: 4.9/5 — Highly Rated

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!