Avaliações e detalhes do produto do Supportbench

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.

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

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.

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.

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.

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.

What I like most about it is that I know and I can see who is online and away which helps us distribute the work immediately. This helps us assist consumers in a timely manner. We had several emails that we missed, unattended concerns, but not until we used Supportbench. Our work is more organized and we can easily track and assist customers using the tickets. Customer service is fast and reliable 24/7. They answer all kinds of questions.

The tickets random number is confusing and it took us some time to fully understand the tool. We have an instance when we extracted the reports on a daily and weekly basis the numbers and dates do not coincide. We reached out to their support and they were amazing. They walked us through step by step.

Consumer issues and complaints. We can now do our tasks with ease and we were more than double in terms of productivity using Supportbench. We were slow before but now we can meet consumer demands and are always ahead of the deadlines.

Supportbench is working well for us as a full-scale Customer management platform. Overall, the experience we’ve had has been quite positive. It’s been an easy tool to deploy and has even saved us a couple clients because of their health scoring giving us a heads up that something might be wrong. Our team was particularly drawn to Supportbench in part because of their high security on Azure Cloud and allowing us to export audit logs to Azure Sentinel.

The user interface takes a bit of getting used to as they so things pretty different from any other ticketing systems I’ve used in the past. Could use some tweaking here and there.

I appreciated the user-friendly interface and personalization features and of course the support from the Supportbench technical team. The price plan is much lower than we’re use to with everything included, so that’s great.

Offers a great analytic tool where you get your customer requests and insights analyzed to fit best for action. affordable, its customer friendly in that its designed in way that makes customers comfortable while sharing their experiences, creates customized surveys that deliver just the right customer insights.

Requires time to learn some of its complex tools but after that you get an amazing customer service tool.

getting customer insight, CRM.