User review
of Supportbench
Supportbench
-
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 amazing
5out of 5
PROS & CONS
What are the best aspects of this product?
Supportbench allowed me to keep good control of our case management and has allowed me to improve response times and quality of service.
What aspects are problematic or could work better?
We’re paying for agents that aren’t all using the platform. We definitely need to reduce some agent privileges.
What features/services would you like to see in future versions of this product?
I would like to see auto populated version of customer's information using this tool.
What specific problems in your company were solved by this product?
It’s been quite easy for us to use on the internal support end, but also on the customer end with regard to the knowledge base and customer portal. We’re able to effortlessly keep track of everything because there seems to be some seriously intuitive AI automation going on in the background.
Are you a current user of this product?
No
USER DETAILS
How long have you been using this product?
1-3 years
COMPANY DETAILS
What is your company size?
More than 100 Employees
What is your industry?
Banking
USAGE & IMPLEMENTATION
How did your company implement this product?
in the cloud
How long did it take to set up this product?
more than 1 month
How many people in your company actively use this product?
most 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?
Not overprice
What is your total annual cost for using this product?
No idea
Did you get any discount for this product? How much?
No idea
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 amazing
5
Social Media amazing
5
Self-service portal amazing
5
Forums amazing
5
Form Embed very good
4
Wiki amazing
5
Ticket Management
Ticket Queue very good
4
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 very good
4
User Groups very good
4
Reporting and Analytics
Report Templates amazing
5
Advanced Custom Reports amazing
5
Customizable Dashboards amazing
5
