Supportbench Reviews & Product Details

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.

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.

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.

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.

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.

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.

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