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User review
of Supportbench
It works for you, even when you’re not working on it.
-
by Anonymous Reviewer
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 very good
4out of 5
PROS & CONS
What are the best aspects of this product?
For, us it’s the sentiment analysis that’s been most beneficial. We’re not having to send out surveys to find out how our customers are. Supportbench is picking up all that data in the background and sending the reports to us in whatever format we choose. It works for you, even when you’re not working on it.
What aspects are problematic or could work better?
When we first came on board, we thought the per agent pricing was quite high. But when we saw that you get everything out of the box at the same price, we realized the value.
What features/services would you like to see in future versions of this product?
I'd like some of the reporting features to be more expansive.
What specific problems in your company were solved by this product?
The system matches the way we work so our workflows are a lot smoother.
Are you a current user of this product?
Yes
USER DETAILS
What is your role with this product?
- I made the decision to purchase it
How long have you been using this product?
Less than 1 year
COMPANY DETAILS
What is your company size?
More than 100 Employees
What is your industry?
Staffing and Recruiting
USAGE & IMPLEMENTATION
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?
all 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.
PRICING & COSTS
What is your total annual cost for using this product?
$20,000
Did you get any discount for this product? How much?
no discounts
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database amazing
5
Customer Notes with Alerts amazing
5
Customer Distress very good
4
Customer Insights very good
4
Agent Ratings very good
4
Service Contracts amazing
5
Mobile Support Channels
Email amazing
5
Phone very good
4
Chat very good
4
Social Media amazing
5
Self-service portal very good
4
Forums very good
4
Form Embed amazing
5
Wiki very good
4
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows very good
4
Customizable Ticket Page very good
4
Visual Support amazing
5
Ticket Collision Prevention very good
4
Related Tickets very good
4
Collaboration
Internal Social Network very good
4
User Groups amazing
5
Reporting and Analytics
Report Templates very good
4
Advanced Custom Reports amazing
5
Customizable Dashboards amazing
5
