User review
of Supportbench
Supportbench Amazing Service
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Good
5out 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?
Supportbench has really helped us to unify our departments and it’s consistently improving our internal and external communication. We use to have multiple agents assisting a single customer over different time zones and now we’re able to resolve tickets much quicker and frequently just with one agent. Supportbench is saving us time and has made our customers happier.
What aspects are problematic or could work better?
I would prefer more project management features in place to be able to track my teams times better when we have certain releases go out.
Are you a current user of this product?
No
USER DETAILS
What is your role with this product?
- I manage other people who use it
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?
Food Production
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?
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?
good
What is your total annual cost for using this product?
its personal
How long is your contract with the vendor?
Unlimited
Did you get any discount for this product? How much?
no
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database amazing
5
Customer Notes with Alerts amazing
5
Customer Distress amazing
5
Customer Insights amazing
5
Agent Ratings amazing
5
Service Contracts amazing
5
Mobile Support Channels
Email amazing
5
Phone amazing
5
Chat amazing
5
Social Media very good
4
Self-service portal amazing
5
Forums amazing
5
Form Embed very good
4
Wiki amazing
5
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows amazing
5
Customizable Ticket Page amazing
5
Visual Support amazing
5
Ticket Collision Prevention amazing
5
Related Tickets amazing
5
Collaboration
Internal Social Network very good
4
User Groups amazing
5
Reporting and Analytics
Report Templates amazing
5
Advanced Custom Reports amazing
5
Customizable Dashboards amazing
5
