Supportbench Reviews

Transformative Customer Support with Supportbench

Comments: We've seen a remarkable shift in how we manage customer interactions but also in the way our Support team is organized. Having a more personalized as well as automated approach to customers has lead to higher satisfaction rates for them as well as our staff in general.

Pros:

The AI Predictive CES really stands out for our team because it seems to be able to accurately predict customer satisfaction and sentiment. The results have been making our responses more impactful and personalized.

Cons:

We’ve asked when it will have more multilanguage support and are still waiting.

Revolutionizing Customer Support with Supportbench

Comments: Our response times improved, and customer relationships grew stronger thanks to the deep insights.

Pros:

Love how the sentiment analysis and emotional scoring help us understand our customers better.

Cons:

The switch from our old system was daunting, but the results with Supportbench made it worthwhile.

Supportbench Review

Comments: We've encountered some bugs with Supportbench but their team has been very quick to respond and resolve the issues. They also check in regularly to see how we're doing. The support has been great so far.

Pros:

The support from their team is great. They are quick to respond and have had all the answers to my questions.

Cons:

The UX could use some improvement. The agent desk interface seems a little bit bulky and has a different feel than other web applications.

Empowering our team with Supportbench

Comments: The support bench impressed us with its exceptional features. Their reports on customers that use AI give us quick information that helps us understand what our customers want better. Moreover, the "create a response" feature has revolutionized our response times, allowing us to engage with our customers swiftly and efficiently.The benefits to our company have been remarkable. Support bench has empowered our support team to be more proactive and efficient than ever before. This, in turn, has led to heightened customer satisfaction levels, as our customers receive quicker and more personalized assistance. As a result, our company has experienced substantial growth, both in terms of revenue and reputation.However, it's worth mentioning that while Supportbench excels in many aspects, the absence of an offline mode can occasionally pose limitations. Additionally, we had hoped for more hands-on support during the initial setup phase. These minor drawbacks aside, Supportbench has undeniably transformed the way we manage customer support, and its benefits far outweigh any limitations.

Pros:

Supportbench's AI-driven customer summaries have been a real game-changer for our team. They offer rapid insights that help us better understand our customers' needs and concerns. The "create a response" feature is a true gem, dramatically boosting our response efficiency. It's like having a trusted assistant that streamlines our workflow and ensures we provide top-notch support.

Cons:

The absence of an offline mode can be limiting, and we had hoped for more hands-on support during the setup.

True Case management with Supportbench

Comments: 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.

Pros:

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.

Cons:

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.

A New Era of Customer Support with Supportbench

Comments: Since implementing Supportbench, we’ve seen a marked improvement in customer response times and overall satisfaction. It’s made a real difference.

Pros:

We’ve been waiting for a chatbot like Supportbench’s, it’s been a standout feature for us. We’re able to get quick responses to customer inquiries and I’ve noticed it’s reduced our workload significantly.

Cons:

They have a really impressive range of features, but it’s hard to keep track of all the new ones.

A New Way of Ticketing with Supportbench

Comments: it has led to a more proactive approach in customer management and for now, fewer escalations.

Pros:

The health scoring is definitely a standout. Gave me insights i didn't have before, certainly not in a ticketing tool.

Cons:

Going from many tools to one was an adjustment, but it is not having all systems communicating.

Improved Customer Support with Supportbench

Comments: We've seen a notable increase in customer satisfaction. The insights and customization capabilities have allowed us to tailor our approaches and improve our service delivery significantly.

Pros:

The AI-driven summaries and knowledge base articles are the best we’ve used. They save time and enhance our support quality. Plus, the emotional scoring really helps us understand our customers better.

Cons:

Initially, I was apprehensive about the transition from our old system, but thankfully, all went well.

SupportBench – Elevating Customer Service to new heights

Comments: Maintaining a reliable and efficient customer service base is no easy task especially if you’re receiving requests and responses left, right, and centre but with SupportBench I am able to do this and MORE! At the end of the day, I would not want to compromise my business and with SupportBench I don’t need to as it is cost-effective and efficient.

Pros:

As a business owner, Supportbench allows me to view my sales data as well as create workflows on our customer's information. Supportbench’s exciting feature allows me to view and respond to customer’s requests and questions more efficiently than usual. Integrating chatbots using ChatGPT is an amazing feature I thought I never needed. Customizable, user-friendly, and affordable sums up my satisfaction.

Cons:

This is not a red cross against SupportBench but I do wish for their support to be as efficient as the SupportBench tool.

Elevated Support Tool that's surprisingly Affordable

Comments: We made the switch from Zendesk, and our main goal was to find a platform that offered us better support capabilities. Supportbench didn't just meet this need; it went beyond, providing a level of customization and insight that has transformed our approach to customer support. And it’s been way lower in price.

Pros:

Supportbench has been a win for us, budget-conscious wise.

Cons:

Supportbench is a pretty robust platform, we have a lot of the system yet to discover.

A Comprehensive SUPPORT Solution

Comments: Thus far, our experience with Supportbench has been fantastic. It’s been the perfect system for managing our high volume of incoming cases extremely quickly and easily.

Pros:

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 set-up and training.

Cons:

There are some reporting features we’re waiting for, however, Supportbench’s documentation and internal support has been great with work-arounds.

Supportbench Customer Service Management Review

Comments: Supportbench is a full-stack Customer Service Management tool, ticketing system, and analytic tool that is affordable, customer-friendly, and provides a better understanding of products and services that customers need through analytics and data. It is also cross-platform as it is available on web-based, cloud, SaaS, and different operating systems, ie. Windows, Mac, Linux, Android, and iOS.

Pros:

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.

Cons:

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.

Easy to navigate Support platform.

Comments: Needed Salesforce and Jira integrations, not just plug-ins, and Supporbench was the only system that could do that for us, with chat.

Pros:

The Supportbench pricing model helped suit our smaller company as we are growing. We’re paying a reasonable per-agent rate and it only incrementally increases as we scale. The first in first out prioritization of most systems haven’t ever suited us, the method of SLAs of Supportbench works well with our complex workflows.

Cons:

Their trial version was gated so we couldn’t just test it out without reaching the

It is a clear system and it’s been easy for us to use, whether our agents are tech savvy or not.

Comments: Overall service is amazing. I highly recommend this service.

Pros:

Interestingly, the actual Support team of Supportbench is top notch. We’ve never received such immediate and clear Support using a platform like this in the past. They definitely make us feel like valued clients.

Cons:

We’ve been making a lot of use of the Surveys, but I'd love to see more customizations. It would be helpful to have a button in the email itself.

Supportbench - The Upgrade Your Customer Support Needs

Comments: Supportbench’s KPI scorecards are like having a bird's-eye view of our performance. And the AI, especially the ChatGPT integration, feels like having 10 extra assistants on our team.

Pros:

The transformation in our customer support management has been astounding after switching from Freshdesk to Supportbench. And the personalized services we can offer our customers make us feel like we've cracked a secret code.

Cons:

The initial setup was challenging as we had to rip out Freshdesk and replace with Supportbench.

Supportbench is our new hero of Customer Support

Pros:

Switching from Freshdesk to Supportbench has transformed the way we manage our customers. We didn’t realise how challenged our department was until we implemented Supportbench and everything became so easy.

Cons:

The initial setup was a little like trying to herd cats because we have had to completely change the way we’ve been doing things.

Great Ticketing Software Supported by AI

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

Pros:

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.

Cons:

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.

Wais-Benin

Comments: This software has marked its place with us, to help companies in quick results to meet customer expectations but more improvement is needed.

Pros:

It is an incredible software for me thanks to the ease of work of access of customers and companies to its management of the service catalogue, remote control...

Cons:

The remark made is that the notification system is not yet good

A Refreshing Facelift for Customer Support

Pros:

Shifting from Freshdesk to Supportbench was like discovering a secret passage to success. Our customer support management has never been smoother, and the personalized service we can now offer has given us a huge advantage over our competitors.

Cons:

The initial setup was a heavy lift as we had so many previous tools to replace with Supportbench.

Best customer support platform ever

Comments: We use Supportbench as both our customer service and record management software. Pretty much everything is managed through this platform: all requests, queries, and complaints. The customer portal is well-designed, and the knowledge base articles are easy to access, so the process of dealing with clients seems more professional and systematic.

Pros:

It was easy to get set up and start using Supportbench. A lot of our staff are inexperienced users and start to finish, we were up and running in about a month. We liked that there were no limitations in the plan. We paid one price and got everything included. We don’t feel like we’re going to be constantly ‘upsold’ like our previous system.

Cons:

I did notice the API documentation needs to get updated as its out of date in some areas.

Integrations beat plug-ins!

Comments: Supportbench is working seamlessly with the tools we have now. We’re so accustomed to plug ins but this platform fully integrates with our current tools so we’re able to stay in the system without toggling between different tool sets. It’s definitely making for a much more efficient workflow from a case management standpoint.

Pros:

Because of the integrations instead of plug ins, I find Supportbench more effective than and other tools we’ve used. It’s made the system more versatile because we can now customize the system to tailor to both our support and customer needs.

Cons:

There are some integrations we’re still waiting on and have been assured that we’ll have them within the next 3 months.

Supportbench is more than just Ticketing software.

Comments: I've had a great experience with Supportbench, which is rare as previous ones have been quite disappointing.

Pros:

It’s really easy to use and the search process is quick because everything in Supportbench is fully integrated. It’s both ticket management and communicates will with both Sales and Dev. Our customers have never been happier as our response times have increased and we have fewer issues and escalations.

Cons:

There is some serious oversight with Supportbench, so I really need to stay on top of things.

Title: Streamlined NPS with Supportbench

Pros:

Overall:I've been using Supportbench for a while now, and it has been a significant asset to our customer support operations. One of the standouts for us is the NPS management tools; it’s helping us improve our scores and gather valuable feedback from our customers.Pros:The customizable surveys have been a game-changer; allowing us to ask specific questions that help us identify areas for improvement in our products and services. We've been able to track our NPS scores over time, which has helped us set goals and monitor our progress.

Cons:

Cons:Some of the more advanced features require additional training and onboarding, which has been somewhat time-consuming for us.

Most comprehensive ticketing system

Comments: Exceptional software. Exceptional support. All around a very awesome experience.

Pros:

Having used most ticketing systems out there, this one by far takes top prize. It's super easy and intuitive so you can flow through your cases and day. Good software helps create a high productivity rate and happy customers. We have both now that we have Supportbench.

Cons:

It's not all been smooth sailing. I struggled to get my queue sorted the way I wanted and we had some issues with a few other things. The main point is they were resolved in a timely manner. There was good communication as we worked through these issues and Supportbench went all out to help us be successful.

B2B customer Review

Comments: In my experience, Supportbench has been an outstanding platform for delivering exceptional customer service and support .it is user-friendly, flexible, and ideal for all our customer's issues and escalations.

Pros:

The interface and tools such as the scorecards and sentiments analysis and great workflow automation are helping us monitor all customer's activities. Retention is of high concern for us, So our customer satisfaction is the ultimate goal for our Support team and the SupportBench helps to achieve this.

Cons:

There have a lot of amazing features with more being added daily as it seems. One has to keep up to be able to fully utilize all that it has. With the amazing support team, this con is easily handled as they help you walk through the process or challenges.