- Home Customer Support Software Supportbench Amazing software, we still learning new things about.
- Why is FinancesOnline free
User review
of Supportbench
Amazing software, we still learning new things about.
-
by Kevin Beckett
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Very good
6out of 7
OVERALL IMPRESSION amazing
5out of 5
EASE OF USE very good
4out of 5
CUSTOMER SUPPORT amazing
5out of 5
PROS & CONS
What are the best aspects of this product?
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.
What aspects are problematic or could work better?
We also need a Sales environment, but this option was not available at the moment.
What features/services would you like to see in future versions of this product?
We are taking good advantage of the ticket management option to select the service as it demands service based on urgency. Now, we have Slack and other social media sites integrated, so we can provide direct support through this new software. I am now able to see the service level given to our customers.
What specific problems in your company were solved by this product?
We are still discovering this software, but until now were able to complete our basic expectations.
Are you a current user of this product?
Yes
USER DETAILS
How long have you been using this product?
Trial/Demo only
COMPANY DETAILS
What is your company size?
More than 100 Employees
What is your industry?
Hospital & Health Care
USAGE & IMPLEMENTATION
Did your company use a different software before this one?
Yes
What software did you use before?
Salesforce customized edition
Why did you decide to change it?
We're still evaluating this new software
Are you satisfied with the change?
Until now, I really like most of the new features.
How did your company implement this product?
in the cloud
How long did it take to set up this product?
less than 1 day
How many people in your company actively use this product?
several 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 enabled businesses to evaluate their employees and determine their most reliable as well as underperforming agents.
PRICING & COSTS
What was the cost of implementing this product?
$25-$30 per agent
What is your total annual cost for using this product?
Not evaluated yet.
How long is your contract with the vendor?
1 month
Did you get any discount for this product? How much?
-15% off
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database amazing
5
Customer Notes with Alerts very good
4
Customer Distress very good
4
Customer Insights ok
3
Agent Ratings amazing
5
Service Contracts very good
4
Mobile Support Channels
Email amazing
5
Phone amazing
5
Chat amazing
5
Social Media ok
3
Self-service portal ok
3
Ticket Management
Email Integration amazing
5
Related Tickets amazing
5
