User review
of Supportbench
Product has helped us a lot
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Very likely
6 out of 7
COST EFFICENCY Very good
6out of 7
OVERALL IMPRESSION very good
4out 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?
We’re able to resolve customer issues so much faster than before and we have such clear insight into our clients now that we were able to retain one that had one foot out the door. In our old system we never had these insights. That was a very valuable client and would have been detrimental to our business had we lost them.
What aspects are problematic or could work better?
So I’ve found the knowledge base and perhaps documentation needs some updating.
What features/services would you like to see in future versions of this product?
Supportench has made servicing our clients so much more simple and seamless. When setting us up, they offered us all the services we needed, plus some we didn’t know we would want as well. We have everything in one tool, from SLA’s, to ticket and escalation management and our knowledge base.
What specific problems in your company were solved by this product?
Found it helped me resolve customer issues quickly and helped with client retention. Had great support for when issues arose. Price per agent was very competitive. Offered scaling for smaller start ups like myself.
Are you a current user of this product?
Yes
USER DETAILS
How long have you been using this product?
Less than 1 year
COMPANY DETAILS
What is your company size?
1-10 Employees
USAGE & IMPLEMENTATION
How did your company implement this product?
on premise
How long did it take to set up this product?
less than 1 day
How many people in your company actively use this product?
several 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?
Low
What is your total annual cost for using this product?
I'm not sure
How long is your contract with the vendor?
Less than 1 year
Did you get any discount for this product? How much?
NO
