- Home Customer Support Software Supportbench Faster turnaround time for customer issues
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User review
of Supportbench
Faster turnaround time for customer issues
-
by Marge Lagustan
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?
With Supportbench, we have more communication between departments. Perhaps it’s because of the integrations with the systems we already had. We’re now able to share data within and between departments in a way that we couldn’t before. For us, this means a faster turnaround time to get the customer issues resolved.
What aspects are problematic or could work better?
No major issues so far. It can be a little daunting at first because there's a lot of stuff to set up and go over, but once you do, you realize how valuable a lot of the other components can be.
What features/services would you like to see in future versions of this product?
A billing system would improve the product.
What specific problems in your company were solved by this product?
Tracking of issues, ability to pass on issue for escalation or follow up.
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?
Wholesale
USAGE & IMPLEMENTATION
Did your company use a different software before this one?
Yes
What software did you use before?
Salesforce
Why did you decide to change it?
To improve customer experience
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 week
How many people in your company actively use this product?
most employees
What is the primary use of this product in your company?
mostly B2B
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?
cost-effective
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 amazing
5
Agent Ratings amazing
5
Service Contracts amazing
5
Mobile Support Channels
Email amazing
5
Phone amazing
5
Chat amazing
5
Social Media very good
4
Self-service portal amazing
5
Forums very good
4
Form Embed very good
4
Wiki very good
4
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 very good
4
User Groups very good
4
Reporting and Analytics
Report Templates amazing
5
Advanced Custom Reports amazing
5
Customizable Dashboards amazing
5
