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Supportbench Review

Supportbench
Our score: 8.0 User satisfaction: N/A

What is Supportbench?

Supportbench is a comprehensive and intuitive omnichannel customer support software that comes with an impressive array of features and capabilities. It is designed to streamline the delivery of support to customers through their preferred channels without compromising the quality of service.

With Supportbench, agents are equipped with a plethora of tools to help them respond to every call, email, or ticket. Agents can customize their dashboards for unmatched productivity and efficiency. Scheduling tools and team calendars provide agents and supervisors a clear picture of their tasks and priorities, ensuring no ticket remains unanswered and no follow-ups missed.

Scoring tools and customer surveys help businesses understand customers better and see their service and performance from a customer’s perspective. Real-time analytics and scorecards allow management to spot high-performing agents and derive actionable insights required to make smart business decisions.

Overview of Supportbench Benefits

Unparalleled Ticket management

Supportbench helps you manage and monitor all your client communications on a daily basis. This helps you achieve absolute focus on efficiency and productivity as you can qualify and quantify your support team’s performance with your customers.

Gather Customer Feedback

With Supportbench, you can create various types of surveys for multiple customer verticals. Track your surveys with ease and monitor your Net Promoter Score (NPS) closely. This helps you get insights from your customers’ point of view and be aware of how your customers see your business and identify what you can do better.

Powerful Reporting

Supportbench is loaded with robust KPIs that help you measure and evaluate your team’s performance even if you don’t have business intelligence tools. You can extract data effortlessly, customize and integrated dashboards, and schedule reports without much effort.

Efficient Knowledge Base Management

Supportbench is designed to make knowledge base management simple yet effective. Tools such as permission-based publishing and reviewing, permission-based article viewing (for customers), custom workflows, as well as template and versioning, are all geared to simplify and accelerate access to knowledge by both agent and customers.

Automation and Integration

With Supportbench, you don’t have to install add-ons. The software seamlessly integrates with a number of third-party tools. On top of that, you get a REST API that allows you to build and run custom integrations.

Overview of Supportbench Features

  • Ticket Management
  • Customer Surveys/NPS Tracking
  • Reporting Tools
  • Knowledge Base
  • Automation & Integration
  • Real-Time Analytics
  • Communities
  • Case Management

What Problems Will Supportbench Solve?

Use case #1: Seamless ticket management

It’s Monday morning and John, a customer support representative, comes into work after a long weekend and needs to organize his work for the day. With Supportbench, gathers all the conversations that customers were having with him the week before are gathered and organized according to their priority through its automated service level management systems. Supportbench tells him exactly who needs to be responded to first and he can seamlessly communicate with them on any channel they came in from electronically.

Use case #2: Visibility and reporting

Jane is a customer support manager at a growing SaaS business and, on a daily basis, she needs to know what’s happening to her team, how they’re managing customers, and create reports for those that need them. With Supportbench, she has access to tools that lets her know at each point what happened to her team’s tickets via detailed audit logs. She can easily see her team’s workflows and can create and schedule reports to ensure satisfying customer experiences.

Use case #3: KPI reporting

Edward is the VP of customer support at a fast-growing business that deals with customers with different levels of support and importance to the business. He needs a solution to quickly cut out the middlemen and see exactly how the support organization and teams are doing and which customers are performing well. Since he has Supportbench, he can quickly pull up a report card detailing every KPI that’s important to him to make critical business decisions even without any BI tools.

Awards & Quality Certificates

An award given to products that have recently entered the market but are already becoming very popular
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.

Supportbench Position In Our Categories

Since businesses have unique business-related needs, it is only practical that they avoid paying for an all-in-one, ideal business program. Needless to say, it would be hard to find such a software solution even among sought-after software products. The reasonable step to undertake would be to make a list of the different key factors that necessitate deliberation including major features, costing, technical skill levels of staff, business size, etc. The second step is, you should conduct your product research systematically. Read these Supportbench review articles and check out each of the solutions in your shortlist more closely. Such comprehensive research ascertains you avoid poorly fit software products and buy the one which offers all the tools your business requires in growing the business.

Position of Supportbench in our main categories:

TOP 200

Supportbench is one of the top 200 Customer Support Software products

Supportbench is also listed in the following subcategories:

Organizations have diverse wants and requirements and no software platform can be perfect in such a scenario. It is useless to try to find a perfect off-the-shelf software app that meets all your business wants. The wise thing to do would be to modify the solution for your specific wants, staff member skill levels, finances, and other elements. For these reasons, do not rush and subscribe to well-publicized leading applications. Though these may be widely used, they may not be the best fit for your particular requirements. Do your groundwork, look into each short-listed platform in detail, read a few Supportbench Customer Support Software reviews, speak to the vendor for clarifications, and finally settle for the app that provides what you require.

How Much Does Supportbench Cost?

Supportbench Pricing Plans:

Free Trial

Supportbench

starts at $30/agent/month

Supportbench offers scalable SMB and enterprise pricing. The plans are priced based on the number of agents with all-inclusive features. To know how much Supportbench is based on your organization’s specific requirements, get in touch with the vendor.

Supportbench – starts at $30/agent/month

  • All features

User Satisfaction

Positive Social Media Mentions 0
Negative Social Media Mentions 0

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Supportbench reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Supportbench. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

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Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Monthly payment
  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are Supportbench pricing details?

Supportbench Pricing Plans:

Free Trial

Supportbench

starts at $30/agent/month

Supportbench offers scalable SMB and enterprise pricing. The plans are priced based on the number of agents with all-inclusive features. To know how much Supportbench is based on your organization’s specific requirements, get in touch with the vendor.

Supportbench – starts at $30/agent/month

  • All features

What integrations are available for Supportbench?

Supportbench integrates with the following business systems and applications:

  • Salesforce
  • Facebook
  • Twitter
  • Clearbit
  • NinjaRMM
  • JIRA
  • Slack
  • LiveChat

REST API is available for custom integrations.

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Reviewed By Louie Andre
Page last modified
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