- Home Customer Support Software Supportbench Overall Best Customer Relationship Manager
- Why is FinancesOnline free
User review
of Supportbench
Overall Best Customer Relationship Manager
-
by Daniel Olajide
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Superb
7out 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?
As an organization, A software to streamline all communications and manage them from a single platform that had high visibility for our
expansion is needed. With the easy navigation of Support bench, we’ve been able to save so much time on tasks that felt endless. We’re using far fewer resources now and giving our team a lot more ease of use, less time and the same amazing result. They also have a Top-notch support system. Whether you’re new to case management software or replacing a current one, certainly, you’re going to see a lot of value from Support bench.
What aspects are problematic or could work better?
Mobile apps.
The mobile apps are super handy, but it's pretty minimal in what they can do and can be greatly improved, Integration of some web features on the app would be great. I talked to the account manager at Support Bench about it, and she mentioned that improvements are in the works which seem awesome, Other than that, everything else is rocking right.
What features/services would you like to see in future versions of this product?
I will like to see Improved mobile apps with web features, and more amazing features.
What specific problems in your company were solved by this product?
Flexibility, Customer ticket issues, streamlining communications. While other support systems seem rigid while customising. Supportbench can be configured to each user's interest while being professional, and managing customer ticket issues with minimized flaws irrespective of the platform through integrations.
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 year
COMPANY DETAILS
What is your company size?
More than 100 Employees
What is your industry?
Internet
USAGE & IMPLEMENTATION
Did your company use a different software before this one?
Yes
What software did you use before?
Simple CRM software
Why did you decide to change it?
We needed flexibility, improved customer relationship and able to streamline communications faster and better.
Are you satisfied with the change?
Yes. Increased growth chart since we changed to SupportBench.
How did your company implement this product?
in the cloud
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?
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.
- It enabled businesses to evaluate their employees and determine their most reliable as well as underperforming agents.
PRICING & COSTS
What was the cost of implementing this product?
Technical skills. No fee
What is your total annual cost for using this product?
$500
How long is your contract with the vendor?
1 year
Did you get any discount for this product? How much?
We were offered free trial for a period of time after which we upgraded.
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database very good
4
Customer Notes with Alerts very good
4
Customer Insights amazing
5
Agent Ratings very good
4
Service Contracts amazing
5
Mobile Support Channels
Email amazing
5
Phone very good
4
Chat amazing
5
Social Media amazing
5
Self-service portal very good
4
Forums amazing
5
Form Embed ok
3
Wiki ok
3
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows amazing
5
Customizable Ticket Page amazing
5
Visual Support very good
4
Ticket Collision Prevention very good
4
Related Tickets amazing
5
Collaboration
Internal Social Network amazing
5
User Groups amazing
5
Reporting and Analytics
Report Templates amazing
5
Customizable Dashboards amazing
5
