- Home Customer Support Software Supportbench Supportbench has been a really flexible customer support platform for our organization
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User review
of Supportbench
Supportbench has been a really flexible customer support platform for our organization
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by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Quite likely
5 out of 7
COST EFFICENCY Acceptable
4out 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?
The interface and usability of Supportbench is logical and intuitive and has helped our teams stay organized. It’s working so well in support that we’ve added it to other departments as well. I like how it fully integrates with other tools, rather than the plug-ins we use to use. Now we can pull everything in one system in real time. Overall, I am very impressed with Supportbench.
What aspects are problematic or could work better?
There are only a couple minor details that we would love to see available as updates in the future and we’ve mentioned it to their Support and Dev teams.
Are you a current user of this product?
Yes
USER DETAILS
How long have you been using this product?
Less than 1 month
COMPANY DETAILS
What is your company size?
More than 100 Employees
What is your industry?
Retail
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?
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.
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database very good
4
Customer Notes with Alerts very good
4
Customer Distress very good
4
Customer Insights very good
4
Agent Ratings very good
4
Service Contracts very good
4
Mobile Support Channels
Email very good
4
Phone very good
4
Chat very good
4
Social Media amazing
5
Self-service portal very good
4
Forums very good
4
Form Embed very good
4
Wiki very good
4
Ticket Management
Ticket Queue very good
4
Email Integration very good
4
Ticket Automation & Workflows very good
4
Customizable Ticket Page very good
4
Visual Support very good
4
Ticket Collision Prevention very good
4
Related Tickets very good
4
Collaboration
Internal Social Network very good
4
User Groups very good
4
Reporting and Analytics
Report Templates very good
4
Advanced Custom Reports very good
4
Customizable Dashboards very good
4
