User review
of Supportbench
Faster response time
-
by Guenole Da silva
USER SATISFACTION
RECOMMENDATION Very likely
6 out of 7
COST EFFICENCY Good
5out of 7
OVERALL IMPRESSION very good
4out of 5
EASE OF USE very good
4out of 5
CUSTOMER SUPPORT ok
3out of 5
PROS & CONS
What are the best aspects of this product?
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.
What aspects are problematic or could work better?
There are a lot of customization options that took a little time to learn.
What features/services would you like to see in future versions of this product?
Have technical support available even on non-working days .
What specific problems in your company were solved by this product?
Supportbench really helped me to speed up my response time.
Are you a current user of this product?
Yes
USER DETAILS
How long have you been using this product?
Less than 1 year
COMPANY DETAILS
What is your company size?
1-10 Employees
USAGE & IMPLEMENTATION
Did your company use a different software before this one?
Yes
What software did you use before?
Zendesk
Why did you decide to change it?
It was recommended to me by someone.
Are you satisfied with the change?
Yes
How did your company implement this product?
on premise
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.
- It helped in identifying opportunities for repeat businesses and upsells.
PRICING & COSTS
What was the cost of implementing this product?
40
What is your total annual cost for using this product?
480
How long is your contract with the vendor?
1 year
Did you get any discount for this product? How much?
yes
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database very good
4
Customer Notes with Alerts very good
4
Customer Distress very good
4
Customer Insights very good
4
Agent Ratings very good
4
Service Contracts ok
3
Mobile Support Channels
Email very good
4
Phone very good
4
Chat very good
4
Social Media ok
3
Self-service portal very good
4
Forums ok
3
Form Embed ok
3
Wiki ok
3
Ticket Management
Ticket Queue very good
4
Email Integration ok
3
Ticket Automation & Workflows very good
4
Customizable Ticket Page very good
4
Visual Support ok
3
Ticket Collision Prevention very good
4
Related Tickets very good
4
Collaboration
Internal Social Network very good
4
User Groups very good
4
Reporting and Analytics
Report Templates very good
4
Advanced Custom Reports very good
4
Customizable Dashboards very good
4
