Supportbench Recensies & Productdetails

We’ve been able to customize the Supportbench dashboards and KPI scorecards. That’s something we were never really able to do in quite an intuitive ways. Its malleable enough that we’re able to work the way we want to work. Also we have a clear view of our performance and areas to improve.

We haven’t gotten through the whole system yet. I can see there are a lot more feature sets we could be using if we took the time at a department level.

Supportbench has not only enhanced our customer support but also played a pivotal role in team accountability and performance tracking. The customizable SLA’s have been pivotal in this respect.

I am particularly impressed with the dynamic SLAs and the comprehensive KCS knowledge base. These tools have enabled us to offer more personalized and effective support. The AI-driven sentiment analysis and emotional scoring are also outstanding, giving us deeper insights into our customer interactions.

Keeping up with the regular software updates can be challenging. Although they ultimately enhance the platform, the frequency of these updates requires us to constantly adapt and learn.

We've seen a significant improvement in our team's ability to meet and exceed customer expectations. Our response times are quicker, and solutions are more accurately tailored to each customer's needs, thanks to the precise data and analytics offered by Supportbench.

The customer portal and support surveys have drastically improved our customer interaction. Features like the NPS, CES, and CSAT bring transparency and depth into understanding our customers' needs. The AI First Contact Resolution detection is particularly impressive, helping us streamline our processes to ensure efficiency and accuracy in our responses.

The frequency of updates can be somewhat daunting. It's a double-edged sword; while it's great to have new features and improvements, it requires constant adaptation.

Our customer engagement and satisfaction rates have significantly increased. The data-driven insights provided by Supportbench have allowed us to tailor our support strategies effectively, leading to a more efficient resolution of customer issues and a better understanding of their needs.

We have moved from Freshdesk to the support bench & have noticed a significant difference in the quality of our services & relationships. The customizable dashboard has been beneficial and has allowed us to tune our marketing strategies effectively.

The Platform's independence from the IT team is crucial for every user. We now do not need it department at our disposal. AI tools like sentimental analysis & dynamic scoring are also invaluable, facilitating better customer engagement.

Support Bench helped us improve our work productivity, as support bench promotes collaboration & communication within teams as well as end users.

The platform’s independent operation capability is a standout feature for me. With Supportbench, we dont need an IT team at our beck and call. The array of AI tools like sentiment analysis and emotional scoring add a new level of sophistication, facilitating more effective customer interactions. Switching from Zendesk to Supportbench, we've seen our customer support reach new heights. With detailed customer overviews and performance metrics at our fingertips, we've been able to provide more personalized, efficient service. It's a true game-changer.

While Supportbench some really great support personnel themselves, there is a lack of in-depth training material. We had to rely on their staff to help us through the entire training process.

It actually solved our concern about work productivity as well as it's a good app for promoting more collaboration and communication within teams, making our work more efficient and effective.

Using Supportbench, we’ve been able to funnel all if our incoming tickets, whether via phone, email, web, Facebook or chat, into a single centralized location.

I use the score cards a lot but the analytics within their interface is a little strange.

Supportbench is working well for us atm because it’s all encompassing. Everything we need is in one platform so we don’t have the mess of a bunch of different tools.

Supportbench has been a great asset to our company. We have been using it for a few months now and it has helped us streamline our customer support process. The ability to quickly and easily create tickets, assign tasks to team members, and track progress has been invaluable. 😎 Benefits : For the way we want to use the platform, Supportbench offers us a great range of features that makes the way we do customer support easier and more efficient. It has a wide variety of customization options, which makes it easy to tailor the system to our specific needs. Thankfully the Supportbench team is also very responsive and helpful.

Cons: Although Supportbench is affordable at our size now, I worry what it will cost us down the line as we grow. It’s such a great product, it’s going to be hard to move from here, I hope it stays reasonably priced in the future.

Support Solved Email issues and increases its support level by providing tips and following trends to provide us with adavnce solutions. It was very best during our startup

Supportbench has a user-friendly interface that is intuitive and easy to navigate. It works well with multiple channels, including email, chat, phone, and social media. Supportbench allows us to customize the setup as per our requirements. It integrates with many other tools, including popular CRMs, email clients, and social media platforms. This allowed us to easily bring all our customer support channels into one centralized location. Supportbench allows us to build custom reports and dashboards which helps our team to keep track of important performance metrics. The Supportbench support team is also fast to respond to any issues.

Supportbench has it has a ton of features that make it worth it, but it's going to take a while to learn about ALL of the features and use cases as it's quite robust.

Supportbench allows us to easily bring all of our customer support channels together into one centralized location. It allows us to build custom reports and dashboards which helps our team to keep track of important performance metrics.

It gives you clear and accurate ticketing tracking and quick and efficient workflow turnaround in less time, giving you room to be more productive in a day. It's analytic tool is one of the most accessible tools I've used. Also, this is affordable, user-friendly, and provides a better understanding of products and services that users need through analytics and data; plus, it has a bright visual interface and it is API ready. supportbench has a very interactive dashboard, including real-time customer service tickets to work on and ease of customization.

I don't think this is a con. Still, I hope their notification features can be more easily noticeable, and some notifications are duplicated, so I can't say this is a con.

Given that I've used most ticketing systems, this one gives me ease. It's super intuitive and efficient workflow turnaround in less time, with immediate results, and it is also API ready.

For us, it’s the sentiment analysis that’s been most beneficial. We’re not having to send out surveys to find out how our customers are. Supportbench is picking up all that data in the background and sending the reports to us in whatever format we choose. It works for you, even when you’re not working on it.

When we first came on board, we thought the per agent pricing was quite high. But when we saw that you get everything out of the box at the same price, we realized the value.

The system matches the way we work so our workflows are a lot smoother.

The user interface is very easy to understand and intuitive. It's easy to navigate around and keep track of everything. Our teams are finally getting organized.

At the start there were a few bugs in the system, but things are running smoothly now.

The team helping to train and on board us at Supportbench is top notch. They are responsive, available, and knowledgeable; they make us feel more like partners, rather than clients. We're hoping to use the software for longer period of time and expand into other departments.

Supportbench has a lot of features that I’ve used in other platforms, but it’s as though they’ve honed them a bit and made them suit front line engineers. One thing that’s different is the communication with customers. Everything seems to be quicker and easier, from their email, to their knowledge base, it’s all a lot cleaner.

I have not yet encountered any major problems, but I'd love some more of the web app functionality within the mobile app.

The system itself it great, but I think the Supportbench team makes the real impact. They were actively present at every stage from the onboarding to the data migration, team training and daily use.

Supportbench offers a remarkable capability that empowers me to personalize my daily interactions. Whether it's handling a high volume of emails or generating weekly reports, Supportbench seamlessly streamlines email management. With its scheduled data reports functionality, our team can effortlessly handle and present precise information. Moreover, Supportbench enables our team to work flexibly from any location, at any time, thanks to its versatile notification options.

Through my years of experience, I've come to understand that not everyone learns and adapts at the same pace. While I'm making significant progress with Supportbench, I believe it would greatly benefit from providing more detailed explanations or developing a simplified guide to assist individuals who require additional guidance.

Supportbench has truly enhanced our team's productivity, efficiency, and effectiveness, enabling us to operate seamlessly like a finely tuned mechanism. Given the current socio-economic challenges, it's natural to have concerns about sustaining our operations. However, Supportbench's affordable pricing range has alleviated those worries, providing me with a sense of reassurance and eliminating any need for further concern.

Quick and efficient workflow turnaround in less time, with immediate results. Bright visual interface showing an interactive dashboard, including real-time customer service tickets to work on and ease of customization. You can view the types of communication requests coming in - all emails, phone calls, notes, etc. are in one place and can be shared between all team members. There are user forums to engage customers, and keywords are highlighted within communication requests to allow the direction of prioritized cases to team members, as well as the creation of customized surveys. Ability to log and keep track of multiple checkpoints across different platforms, thus giving detailed reporting of KPIs.

Requires a bit of time to get past the initial learning curve of some of its more complex tools. It may also take some time to enable and activate some of the more powerful features, such as automation and workflows. At times you can miss cases, or miss the responses to already existing cases. Sometimes cases can be duplicated, and the notification system can get crowded.

Supportbench provides a better understanding of what customers need or customer behavior through analytics and data. It also increases productivity through a quick turnaround and solid results.

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.

It’s been pretty easy to get up and running with Supportbench and when needed, they’ve given us quite a few training sessions. The Supportbench team addressed our immediate needs and also built in some customized options for us.

Overall Supportbench provides enough tools to support our growing business but, we would like see more video tutorials on their YouTube channel.

Since using Supportbench, our customers have been mentioning how easy it is to get their issues resolved. Between the reporting and tracking, it’s been an exceptional platform for my teams.

The best part about Supportbench is how the client's datas, including emails and notes, can be consolidated into separate cases for the respective team assigned. It's much more organised and also allows for better collaborative space as each case has a customisable workflow that caters to each teams' needs.

It takes some time to get used to as although it allows for better customisations, it makes the system complex and quite confusing to learn. However, once you've mastered it, it's a very useful and efficient tool, especially for companies with more client datas.

It's much more collaborative so the teamwork is essentially better. Ultimately, the workflows and the communication among each other became much smoother and more efficient.

I appreciate Supportbench for its AI Customer Activity Summaries and Agent Activity Creation Helpers. These features have streamlined our customer support process, making it more efficient and personalized. It's impressive how it generates responses based on past interactions, saving us time and enhancing customer engagement.

We had a remote team member with unstable internet connections, and they he had a disconnect of support. But i think the issue was on his side, not on the Supportbench side.

Supportbench has been a pivotal tool in optimizing our customer support operations. The data-driven insights and AI features have allowed us to better understand and respond to our customers' needs. This has not only improved our customer satisfaction rates but also increased our team's productivity.

We’re able to resolve customer issues so much faster than before and we have such clear insight into our clients now that we were able to retain one that had one foot out the door. In our old system we never had these insights. That was a very valuable client and would have been detrimental to our business had we lost them.

So I’ve found the knowledge base and perhaps documentation needs some updating.

Found it helped me resolve customer issues quickly and helped with client retention. Had great support for when issues arose. Price per agent was very competitive. Offered scaling for smaller start ups like myself.