Supportbench Review

PROS: Price was a deciding factor for us as they have a full spectrum support platform with chat at a reasonable price point. So far, I haven’t noticed any lag times with chat. The customer portal is proving to be favorable for our customers. We use Supportbench at a basic level, but I can see it being more useful as we grow.

CONS: I’ve never seen an interface quite like this before and it took some getting used to.

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.

PROS: 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.

CONS: If your workflows are simple, this might not be ideal for you. But if you have a fairly involved support process, Supportbench is ideal.

PROS: 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.

CONS: Some of the more advanced features need a lot of extra setups and learning time.

PROS: I like the flexibility of Supportbench as well as the much simpler setup. It’s not a confusing or convoluted system. The ticket integration makes for a much more seamless experience for front line workers.

CONS: We’re having challenges with some of the reporting.

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.

PROS: The platform's SLA management tools allow us to set specific targets for response and resolution times, and we can easily track our progress against these targets. This has helped us to consistently meet our SLAs and provide high-quality support to our customers.

CONS: While having a contemporary interface and a good user experience, nevertheless I would like to localize the interface for some of my teams, but I haven’t figured out how to do this

PROS: A big plus for us is Supportbench’s ticket management. The platform makes it easy to assign tickets to the right team members and track their progress. This has helped us ensure that no tickets fall through the cracks and that our customers receive timely support, no matter how complex the issue. Additionally, the platform integrates with all of our existing tools, such as Salesforce and Slack, making it easy to manage all of our support operations from one place.

CONS: It would be great to have the ability to create custom plugins, but they only have an API right now.

PROS: Supportbench makes it easy to gather feedback from customers and track our scores over time. The customizable surveys are also a great feature, as they allow us to ask specific questions about our products and services. Additionally, the real-time reporting and analytics features provide valuable insights into our support operations, enabling us to make data-driven decisions to improve our processes.

CONS: While Supportbench is a powerful platform, it does take some time to get up to speed with all of its capabilities.

PROS: We’ve been able to streamline all incoming communication through Supportbench, because everything either exists in the one system or because it integrates to fully with our other tools. I’m not having to pop about to a bunch of different places, everything shows up on one screen on the Supporbench dashboard.

CONS: The Supportbench got us up and running, but I’d appreciate more of a variety of product tutorials

PROS: Our longevity with Supportbench has been their affordability. We have ticketing, case management, sentiment analysis and knowledge base in one complete platform, at one cost. That’s a first for us. We’ve also significantly reduced the amount of time we spend on each individual issue.

CONS: The score cards are awesome, but the analytics within the interface could use some work in comparison to other systems.

PROS: Pros: Since implementing Supportbench, we’ve been managing our email communication much easier and with so much ease. So many more of our tasks seem to be automated and everything seems quicker with this platform. I can focus on more pressing issues rather than the day to day difficulties of workflow management.

CONS: Cons: It took us some time to activate some of the more powerful features, such as the customer portal.

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.

PROS: 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.

CONS: We all needed time to learn the system because there are a lot of features and customizations.

PROS: Pros: For me, the oversight into 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: Cons: On occasion, it’s taken some time to activate some of the newer feature sets.

PROS: I’d say the dashboard is a game changer for me. I can clearly see which cases require immediate and urgent action and which are less important. I’m finding I’m not spending time on wasteful activities. The SLA alerts help me resolve issues before any alarm bells go off. I have way fewer complaints coming in.

CONS: I’ve identified a couple of bugs so far, but their team seems quite responsive.

PROS: Supportbench has helped us increase efficiencies in all areas of customer service, but also their own Support team helped us fix a lot of the ways we had mismanaged our Support and Success department. I feel they went above and beyond with their assistance.

CONS: We had some challenges at the start as we had a lot of different information in completely different places. Supportbench took some time but helped us bring almost everything into one place.

PROS: 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.

CONS: Would be helpful to see some more customization on the Surveys.

PROS: In the short time I’ve used SupportBench, it’s become my first choice for B2B Customer Support products. I've recommending Supportbench quite regularly because it’s been a feature rich and stable system and it’s elegant in the way I can work within it.

CONS: Every time I learn something new about the system, I find there’s another addition to the system. It’s great, but I wish I had a better understanding of every part of Supportbench so I could make more use of the system.

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

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

PROS: It’s so easy to see customer health with Supportbench. At a glance, the dashboard gives me the health scores of all customers so I know who’s at risk before alarm bells go off. I can respond long before there’s an urgent problem. My team's productivity has had a dramatic increase, our customers are showing way more satisfaction and so far our retention rates are up and churn rates are down.

CONS: There are a lot of updates to Supportbench and we need to stay on top of all the new features so we can add additional value to the team, but sometimes it’s hard to keep up.

PROS: 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.

CONS: on a few occasions the dashboard has frozen, but simply requires a refresh to get everything back up and running.

PROS: A big advantage for us is that Supportbench is an all-in-one solution. The other platforms we looked at needed other tools to make them work effectively. Supportbench has everything we need from Case management to sentiment analysis, knowledge base and chat. We’re no longer dealing with multiple plug-ins; for the first time, everything is fully integrated.

CONS: I would like to localize the interface for some of my teams, but I’m not sure how to go about doing this.

PROS: Cost is the primary benefit for us as we were paying an exorbitant amount for our previous ticketing system. But now that we’re fully implemented, everything is easier and we’ve even been able to get rid of a lot of unnecessary tools because everything is included in Supportbench.

CONS: It’s quite quick and customizable and it was challenging to get use to because I was so accustomed to the old way of doing things

PROS: 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.

CONS: 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.

PROS: With Supportbench, We've centralized support operations and are now providing a more consistent and high-quality experience across all channels. Before, we we're limited in our communication, but now our customers have a more accessible and integrated experience.

CONS: At first, We had some difficulty customizing our customer portal as we don't have anyone on our team who knows how to handle it.

PROS: our main form of communication is Email and Supportbench’s email is seamless. It kind of resembles Outlook, 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.

CONS: 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.

PROS: Supportbench features a user-friendly interface that is easy to navigate, making it simple for support teams to manage tickets and inquiries efficiently.

CONS: Supportbench offers basic reporting capabilities, but some users have complained that the reporting options could be more robust, with more advanced analytics and customization options.

PROS: User-friendly interface. Has a wide range of features that have helped us speed up response times and record what has been done. The integrated knowledge base has been very helpful for the team and our customers. I now have an internal and external knowledge base at the same time.

CONS: There are a lot of customization options that took a little time to learn.

PROS: Previously our customer interactions were disjointed and disconnected and all in different places, but with Supportbench everything is fully integrated. All communication and data is in one system making it a much more cohesive experience. We aren’t losing track of cases or inquiries and nothing is getting lost.

CONS: We have found the tools that Supportbench integrates with to be incredibly helpful in providing us with more oversight over our support operations, but it doesn’t have all the integrations we want.

PROS: The Supportbench pricing model helped suit our smaller company which has really helped us achieve over 80% customer retention and satisfaction by attending to all customer issues made simpler by ticketing issues as they arise. 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: They can offer a trial period for first time users.

PROS: The collaboration tools are a big plus for us as Supportbench has internal notes and tags as well as customizable SLA’s that allow us all to resolve customer inquiries more quickly and dramatically reduce escalations.

CONS: Although we all got the hang of it, there was definitely a steep learning curve for the team during the first month.

PROS: We’re focused on the Post-sale experience, so what we’re most concerned about is the customer portal and knowledge base and Supportbench accomplishes both with precision.

CONS: We couldn’t get up a running at the click of a button. It took 2 weeks to get the team fully up to speed, but now that we’re up a running, we haven’t had much in the way of disruptions.

PROS: 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-savy agents.

CONS: Supportbench has a tone of features and we have yet to get through half of them.

PROS: 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.

CONS: I feel as though the mobile app needs to get updated or revamped. It works for the most part, but it feels clunky.

PROS: Overall Experience: 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. Best Aspects: 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: 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

PROS: Supportbench allowed me to keep good control of our case management and has allowed me to improve response times and quality of service.

CONS: We’re paying for agents that aren’t all using the platform. We definitely need to reduce some agent privileges.

PROS: 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.

CONS: 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

PROS: 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.

CONS: 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.

PROS: Supportbench centralizes all of our support requests from all entry points (email, social, mobile, live chat, etc...) into one unified place and organizes them based on our specific criteria so we're not wasting any time. Being able to organize based on our parameters has been quite beneficial.

CONS: Everything is customizable except for the customer portal, it seems. It's decent, but I think it could be better.

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.

PROS: .

CONS: Cons: There are still some integrations in the system that we’re looking for and looking forward to them building it down the line.

PROS: Supportbench has really helped us to unify our departments and it’s consistently improving our internal and external communication. We use to have multiple agents assisting a single customer over different time zones and now we’re able to resolve tickets much quicker and frequently just with one agent. Supportbench is saving us time and has made our customers happier.

CONS: I would prefer more project management features in place to be able to track my teams times better when we have certain releases go out.

PROS: 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.

CONS: 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.

PROS: 1. One of its pros is the ability to see the diversified contact channels that my team is using, enabling more targeted and effective team training. 2. Supportbench enables each "case" to remain together, which means that all emails, phone conversations, and notes are in one location. If you need the information, you only need to look at one case rather than numerous emails, notes, etc. In accordance with my opinion, this is one of its best functionalities. 3. The capacity to use specific language within an email's body to assign a case to a particular team member or emphasize it, which aids a flow of communication in a heterogeneous team.

CONS: There are some complex tools in Supportbench; in fact, you might not know how to utilize these tools. Some of the more potent features, like automation and work flows, require some time to initiate. I would really appreciate if it can be easier.

PROS: Overall Experience: After using the system so far, Supportbench has made my customer service experience a breeze. It's allowed me to work with far more ease than before. Also the user-friendly interface is refreshing and allows me to much more easily manage client issues and escalations, if needed. Their reporting feature has been a game changer for me and makes it way easier to track sentiment and identify potential problems ahead of time.

CONS: Pros: For me, the main strength of Supportbench is its intuitive design. It is simple to use and navigate, so I've saved a lot of time in my everyday tasks.

PROS: Although it’s been early days for us, I can already see that Supportbench’s seamless communication channels and the volume of cases it handles are going to help to build our customer loyalty. We’re responding to complex cases far more quickly than before. We’re finally able to give our customers the support they need.

CONS: The setup and initial agent training took some effort. It was challenging for us to get used to a different platform, one that integrates with everything. But things are running smoothly now.

PROS: 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 a wide range of other tools, including popular CRMs, email clients, and social media platforms. This allowed us to easily bring all of our customer support channels together 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.

CONS: 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.

PROS: it gives us a clear insight into our clients needs and this help us able to resolve customers issues faster than before.

CONS: 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.

PROS: 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.

CONS: 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

PROS: 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.

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

PROS: I like how customer centric Supportbench is. It provides me with a wealth of customer support resources, including their seamless email communication, their robust knowledge base and online chat.

CONS: at first, I was quite overwhelmed by the quantity features. There’s quite a bit in this system and the more I looked at, the more there was. Now I just stick to the things I need and leave the rest for when we expand further.

PROS: With Supportbench, we have more communication between departments. Perhaps it’s because of the integrations with the systems we already had. We’re now able to share data within and between departments in a way that we couldn’t before. For us, this means a faster turnaround time to get the customer issues resolved.

CONS: No major issues so far. It can be a little daunting at first because there's a lot of stuff to set up and go over, but once you do, you realize how valuable a lot of the other components can be.

PROS: This is a great customer service tool to effectively address incoming concerns. Supportbench introduced us to a really smart ticket management system that changed the old way we use to respond to issues. Our incoming tickets were such a mess before and now that we’ve customized Supportbench to automatically prioritize based on what’s most important/vital to our specific company. The response time clock is so great, I know exactly when I need to respond to each ticket. I also really like how policies work, and how you can hide certain details from some departments/agents so that information is given as needed.

CONS: They support team is always great and easy to get to on their live chat, but because of the learning curve, I’ve had to rely on them a bunch of times to figure out how to get things done.

PROS: 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.

CONS: 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.

PROS: The bulk of our communication is over email and we’re now able to create efficient internal workflows and resolve issues more quickly because we have a tool built for our needs. A big selling feature for our team was the self-service portal and the integration with Salesforce. We’ve always just used plug ins. We’ve never had a systems that fully integrates with Salesforce in real time.

CONS: There was definitely a cultural shift in getting use to Supportbench. We had gotten use to the multiple plug in tools on our work station and now we’re getting use to this one integrated tool. Months later, we’re glad we moved in this direction.

PROS: We’re not wasting endless hours servicing unending low value issues anymore because the SLA’s prioritize us so well.

CONS: The API documentation needs to get updated as it’s a little out of date in some areas

PROS: The new option known as Customer feedback is changing the way we manage our Shopify store, and my customer service agents are now able to know the latest updates in our processes by using the Knowledge base option that we are just starting to use. It was easy to implement this new software using our pre-existing Cloud platform.

CONS: We had some delays in doing our general deployment and training our agents, but we receive exceptional support to overcome these situations.

PROS: I am continuously looking for the best software partner to improve the way that we provide support for our multiple clients around the world. Throughout the features given by SupportBench, I feel we have a new chance to renew our capacity using a single software solution.

CONS: We also need a Sales environment, but this option was not available at the moment.

PROS: Pros: Cost was a big motivator for us. Supportbench had the most reasonable price point for the features we got. We haven’t had to spend a lot in pro services or add-ons. And the system works well with the tools we already have like Jira and Salesforce.

CONS: Cons: For our team to just learn the capabilities of Supportbench it takes quite a bit of time.

PROS: 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.

CONS: We had some issues when we first began but we have a dedicated support person now and we’ve had no issues since then.

PROS: As an organization, A software to streamline all communications and manage them from a single platform that had high visibility for our expansion is needed. With the easy navigation of Support bench, we’ve been able to save so much time on tasks that felt endless. We’re using far fewer resources now and giving our team a lot more ease of use, less time and the same amazing result. They also have a Top-notch support system. Whether you’re new to case management software or replacing a current one, certainly, you’re going to see a lot of value from Support bench.

CONS: Mobile apps. The mobile apps are super handy, but it's pretty minimal in what they can do and can be greatly improved, Integration of some web features on the app would be great. I talked to the account manager at Support Bench about it, and she mentioned that improvements are in the works which seem awesome, Other than that, everything else is rocking right.

PROS: The biggest benefit to us using Supportbench has been the time saving to our team and time reduction on each ticket. It has made our company far more agile and adaptable and it was quick to implement.

CONS: The system migration caused us to have a little delay at the very start, but as their support team was quick to respond, we soon adapted and managed to make up for lost time.

PROS: The interface and usability of Supportbench is logical and intuitive and has helped our teams stay organized. It’s working so well in support that we’ve added it to other departments as well. I like how it fully integrates with other tools, rather than the plug-ins we use to use. Now we can pull everything in one system in real time. Overall, I am very impressed with Supportbench.

CONS: There are only a couple minor details that we would love to see available as updates in the future and we’ve mentioned it to their Support and Dev teams.

PROS: Team support 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.

CONS: 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.

PROS: 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.

CONS: At the beginning I was struggling to get use to this new system. But their Support team helped every step of the way.

PROS: The Communication channels, email, chat, and supportbench's knowledgebase has made it so much more convenient to converse with clients that it allowed us to improve relationships all around. we were just able to access a referral opportunity because supportbench's sentiment analysis told us which clients are our champions that we needed to reach out to.

CONS: I have never encountered any problematic area on it so far

PROS: As a front-line Customer Service agent, I appreciate the usability of Supportbench. We predominantly use e-mail to communicate with our customers and their system is as intuitive as Outlook when making replies. I haven’t worked in another ticketing system that does it as well as them. I also really like the pixel tracking on each email I send out. I get notified as soon as they view the email, letting me know when I should best reach out again. Additionally, notifications and alerts are so helpful, I get notified on everything happening in my tickets. I also like the ability to set my own SLAs rather than rely on the out of the box ones. Supportbench really has kept me on top of my game, aiding me in prioritizing, organizing, and making juggling between 20 issues at the same time a lot less painful.

CONS: Nothing much but I wish Supportbench had Sales CRM version.

PROS: 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.

CONS: 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.

PROS: The big benefit for us is cost. It’s priced relatively low and we’re not paying for a bunch of ad-ons. We didn’t pay anything to get up and running and they spent a good amount of time getting us all trained up.

CONS: At some point the UI needs a refresher.

PROS: We are a small company looking to serve new clients, and SupportBench gives my agents a lovely tool that is serving to achieve the goals that our company has in order to increase our workflow.

CONS: I would love to have more time to learn and discover every feature since there is so much, but we need to dedicate time to learn.

PROS: 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.

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

PROS: 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.

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

PROS: 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.

CONS: 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.