User review
of Supportbench
“Customer Support Heaven”
-
by Mauricio Esparza
USER SATISFACTION
RECOMMENDATION Very likely
6 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?
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.
What aspects are problematic or could work better?
I use the score cards a lot but the analytics within their interface is a little strange.
Are you a current user of this product?
Yes
USER DETAILS
What is your role with this product?
- I use it myself
How long have you been using this product?
1-3 years
COMPANY DETAILS
What is your company size?
More than 100 Employees
What is your industry?
Information Technology and Services
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?
several employees
What is the primary use of this product in your company?
mostly 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 helped in identifying opportunities for repeat businesses and upsells.
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database very good
4
Customer Notes with Alerts very good
4
Customer Distress amazing
5
Customer Insights amazing
5
Agent Ratings very good
4
Service Contracts amazing
5
Mobile Support Channels
Email amazing
5
Phone amazing
5
Chat amazing
5
Social Media very good
4
Self-service portal very good
4
Forums very good
4
Form Embed very good
4
Wiki amazing
5
Ticket Management
Ticket Queue very good
4
Email Integration amazing
5
Ticket Automation & Workflows very good
4
Customizable Ticket Page amazing
5
Visual Support amazing
5
Ticket Collision Prevention ok
3
Related Tickets very good
4
Collaboration
Internal Social Network amazing
5
User Groups amazing
5
Reporting and Analytics
Report Templates amazing
5
Advanced Custom Reports amazing
5
Customizable Dashboards amazing
5
