User review
of Supportbench
Integrations beat plug-ins!
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Superb
7out of 7
OVERALL IMPRESSION amazing
5out of 5
EASE OF USE very good
4out of 5
CUSTOMER SUPPORT very good
4out of 5
PROS & CONS
What are the best aspects of this product?
Because of the integrations instead of plug ins, I find Supportbench more effective than and other tools we’ve used. It’s made the system more versatile because we can now customize the system to tailor to both our support and customer needs.
What aspects are problematic or could work better?
There are some integrations we’re still waiting on and have been assured that we’ll have them within the next 3 months.
What features/services would you like to see in future versions of this product?
I like to see updated product features version.
What specific problems in your company were solved by this product?
Supportbench is working seamlessly with the tools we have now. We’re so accustomed to plug ins but this platform fully integrates with our current tools so we’re able to stay in the system without toggling between different tool sets. It’s definitely making for a much more efficient workflow from a case management standpoint.
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?
Less than 1 month
COMPANY DETAILS
What is your company size?
1-10 Employees
What is your industry?
Consumer 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 day
How many people in your company actively use this product?
just me
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?
$20
What is your total annual cost for using this product?
$100
How long is your contract with the vendor?
1 month
Did you get any discount for this product? How much?
10%
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database amazing
5
Customer Notes with Alerts amazing
5
Customer Distress very good
4
Customer Insights ok
3
Agent Ratings amazing
5
Service Contracts amazing
5
Mobile Support Channels
Email amazing
5
Phone very good
4
Chat ok
3
Social Media very good
4
Self-service portal amazing
5
Forums very good
4
Form Embed amazing
5
Wiki amazing
5
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows very good
4
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 very good
4
Reporting and Analytics
Report Templates amazing
5
Advanced Custom Reports very good
4
Customizable Dashboards amazing
5
