Supportbench Reviews & Product Details

The 360-degree customer overviews have transformed the way we interact with our users. The chat and customer portal features are slick and intuitive. And hats off to the AI-driven emotional scoring - it's given us a profound insight into the heartbeat of our customer base.

On occasion their software updates have disrupted our workflow. It’s a minor gripe, but it would be helpful if the intervals between updates were longer.

Supportbench made it simpler to address customer needs proactively. The actionable insights from the sentiment analysis have shaped our support responses, leading to better customer relationships. With the help of the AI Predictive CES, we've been able to anticipate and tackle issues before they escalate

The implementation of AI knowledge base article creation streamlines processes and improves customer self-service efficiency, resulting in significant time savings. The intuitive and comprehensive ticketing system further contributes to a seamless user experience.

The cost of the AI features is relatively high; however, their indispensability is underscored by the elevated efficiency levels we have attained.

Our support team has enhanced its capabilities to promptly address customer requirements, thereby elevating the overall quality of our service.

1-Omnichannel Support: Supportbench allows users to log and manage support tickets from multiple channels, including email, phone, chat, and social media, all in one place. This makes it easier for support agents to track and manage customer inquiries from different platforms. 2-Custom Branding: Supportbench allows users to customize the branding of their helpdesk to match their company's branding. This includes adding a custom logo, changing the color scheme, and customizing the email templates. This helps to create a consistent brand experience for customers.

1-Limited Third-Party Integrations: While Supportbench offers integrations with popular tools such as Slack, Zapier, and Jira, some users have reported that the list of third-party integrations is limited compared to other helpdesk solutions. 2-Steep Learning Curve: Supportbench offers many customization options and features, making it challenging for new users to learn and navigate the platform effectively. The lack of a manual to explain the basics can also be a drawback.

We usually face a high volume of support requests is overwhelming the support team, leading to slower response times and lower customer satisfaction scores. Supportbench offers customizable workflows and automation rules that can help streamline the support process and improve response times. For example, users can create automation rules that assign cases to specific agents based on criteria such as the customer's location or case priority. This ensures that issues are handled quickly and efficiently, increasing customer satisfaction scores.

I am extremely happy with Supportbench; thanks to its amazing feature. It has become fairly productive for us to foster a better customer relation. AI driven efficient features are providing better services for us. We use it on daily basis and implemented it right away.

Nothing significant to mention as it is way easy to use and customer friendly. However, SI driven features can be improved more.

We are able to provide better services to our customers and that too at a short notice.

With the help of easy to use Supportbench, we've centralised our support operations and can now deliver a more dependable, superior experience across all channels.

Although the system itself is excellent, I believe the Supportbench staff has the greatest influence. From the onboarding process to the data migration, team training, and regular use, they were actively involved at every point.

Customer complaints are being resolved considerably more quickly than in the past.

Its AI-driven features, like the Customer QA AI Bot, have been a standout, answering FAQs and reducing our workload. The AI Case Summaries are a great touch, ensuring clarity on new cases.

No offline mode has been a challenge. More API integration features would be appreciated.

Our support process is more streamlined and informed. With the emotional scoring and customer overviews, we're better equipped to handle customer concerns.

Its ability to seamlessly integrate advanced features caught our attention right away. The transition from Hubspot was smooth, and the KCS knowledge base is a resource we've come to rely on heavily.

The mobile version needs a bit more love. While the desktop experience is unparalleled, the mobile app feels a tad restricted.

With actionable insights and an AI bot that operates like a seasoned team member, our customer support game is stronger than ever. We've noticed significant improvements in resolution times and overall client feedback.

I've found the dynamic SLAs and KCS knowledge base particularly handy in streamlining our support process. The AI-driven sentiment analysis is a game-changer, offering real-time insights into customer feelings. But the standout feature has been the AI Predictive CES, which offers a quick glance into customer's feedback on case resolutions, coupled with the AI First Contact Resolution detection. It’s amazing how accurately it identifies if a case was resolved on its first contact.

While the regular updates indicate active improvements, they can sometimes be a little annoying. Although, with time, I've seen these changes ultimately bring more value.

With Supportbench, we've seen a remarkable uptick in customer satisfaction. The customizable dashboards make data-driven decision-making more intuitive..

Migrating from Hubspot, Supportbench's dynamic SLAs and KCS knowledge base became indispensable to us. The customer portal is brilliantly designed, offering a more engaging experience for our clients. Its AI-driven features, especially sentiment analysis, give us keen insights into our customers' minds.

Our support strategy took a turn for the better. The AI Custom Knowledge Base AI Bot has effectively reduced our response time, enhancing customer experience. And having a predictive CSAT column? That's proactive support at its best. We can now engage customers in a more meaningful and timely manner.

Our support strategy took a turn for the better. The AI Custom Knowledge Base AI Bot has effectively reduced our response time, enhancing customer experience. And having a predictive CSAT column? That's proactive support at its best. We can now engage customers in a more meaningful and timely manner. I do hope they ramp up the mobile app capabilities. It’s a stark contrast to the comprehensive desktop platform. More features for on-the-go management would be excellent.

The data-driven approach of Supportbench has been a revelation. AI-driven sentiment analysis and intent detection allow for a much-needed deeper understanding of customer needs. The chat feature, combined with the AI Bot, creates smooth interactions.

The mobile app does lag behind in features when compared to the desktop version. Given how reliant we're becoming on mobile, an update would be timely.

Having used Hubspot previously, Supportbench's customizable dashboards and KPI scorecards gave us a clear edge. The insights offered helped fine-tune our strategies, resulting in an uplift in customer satisfaction scores.