User review
of Supportbench
Amazing Software
-
by Odinaka Mojekwu
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Acceptable
4out of 7
OVERALL IMPRESSION amazing
5out of 5
EASE OF USE amazing
5out of 5
CUSTOMER SUPPORT amazing
5out of 5
PROS & CONS
What are the best aspects of this product?
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.
What aspects are problematic or could work better?
I have never encountered any problematic area on it so far
What features/services would you like to see in future versions of this product?
More features can be added to it to enable it to compete effectively in the global market seeing that there's a lot of competition already from other service providers.
What specific problems in your company were solved by this product?
Suppotbench has helped us stay in better contact with our customers because we are not having the communication and workflow issues we were having with previous tools. it's been the perfect system for us to connect with customers in real -time and we are a lot more confident with out-reach because we are able to resolve tickets much quicker.
Are you a current user of this product?
Yes
USER DETAILS
How long have you been using this product?
1-3 years
COMPANY DETAILS
What is your company size?
51-100 Employees
What is your industry?
Construction
USAGE & IMPLEMENTATION
How did your company implement this product?
in the cloud
How long did it take to set up this product?
less than 1 week
How many people in your company actively use this product?
all employees
What is the primary use of this product in your company?
both B2B & B2C
EFFECT ON BUSINESS GOALS:
How did using this product affect your business goals?
- It enabled businesses to provide their customer and potential clients with quick and reliable access to support and information.
- It helped businesses identify common issues and devise practices and resolutions to quickly address them.
- It allowed businesses to collect information they need to make smart intelligent decisions to satisfy their customers, improve their products and services, and attain their corporate goals.
- It enabled businesses to evaluate their employees and determine their most reliable as well as underperforming agents.
- It helped in identifying opportunities for repeat businesses and upsells.
PRICING & COSTS
What was the cost of implementing this product?
$1000
What is your total annual cost for using this product?
$25
How long is your contract with the vendor?
Less than 1 year
Did you get any discount for this product? How much?
20%
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database amazing
5
Customer Notes with Alerts very good
4
Customer Distress amazing
5
Customer Insights amazing
5
Agent Ratings amazing
5
Service Contracts amazing
5
Mobile Support Channels
Email very good
4
Phone very good
4
Chat amazing
5
Self-service portal amazing
5
Forums amazing
5
Form Embed amazing
5
Wiki amazing
5
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows amazing
5
Customizable Ticket Page amazing
5
Visual Support amazing
5
Ticket Collision Prevention amazing
5
Related Tickets amazing
5
Collaboration
Internal Social Network amazing
5
User Groups amazing
5
Reporting and Analytics
Advanced Custom Reports very good
4
Customizable Dashboards very good
4
