- Home Customer Support Software Supportbench Fully integrates with Salesforce in real time
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User review
of Supportbench
Fully integrates with Salesforce in real time
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Very good
6out 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 bulk of our communication is over email and we’re now able to create efficient internal workflows and resolve issues more quickly because we have a tool built for our needs. A big selling feature for our team was the self-service portal and the integration with Salesforce. We’ve always just used plug ins. We’ve never had a systems that fully integrates with Salesforce in real time.
What aspects are problematic or could work better?
There was definitely a cultural shift in getting use to Supportbench. We had gotten use to the multiple plug in tools on our work station and now we’re getting use to this one integrated tool. Months later, we’re glad we moved in this direction.
What specific problems in your company were solved by this product?
Supportbench has proved to be quite a user-friendly tool for us. Tickets are easily initiated and responded to from their own email. We don’t have to use external email as the Supportbench one has every feature we need. Also, their knowledge base gives you the resources and flexibility to configure & customize the tool on your own.
Are you a current user of this product?
No
USER DETAILS
What is your role with this product?
- I manage other people who use it
How long have you been using this product?
Less than 1 year
COMPANY DETAILS
What is your company size?
11-50 Employees
What is your industry?
Hospitality
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 day
How many people in your company actively use this product?
most 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.
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 very good
4
Agent Ratings amazing
5
Service Contracts very good
4
Mobile Support Channels
Email amazing
5
Phone very good
4
Chat amazing
5
Social Media amazing
5
Self-service portal amazing
5
Forums very good
4
Form Embed amazing
5
Wiki amazing
5
Ticket Management
Ticket Queue very good
4
Email Integration amazing
5
Ticket Automation & Workflows amazing
5
Customizable Ticket Page amazing
5
Visual Support very good
4
Ticket Collision Prevention amazing
5
Related Tickets amazing
5
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
