Supportbench Reviews & Product Details

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.