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User review
of Supportbench
Supportbench is a massive bang for your buck.
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by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Superb
7out of 7
OVERALL IMPRESSION amazing
5out 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?
Price was a deciding factor for us as they have a full spectrum support platform with chat at a reasonable price point. So far, I haven’t noticed any lag times with chat. The customer portal is proving to be favorable for our customers. We use Supportbench at a basic level, but I can see it being more useful as we grow.
What aspects are problematic or could work better?
I’ve never seen an interface quite like this before and it took some getting used to.
What features/services would you like to see in future versions of this product?
Updating product I like to see features/services would you like to see in future versions of this product.
What specific problems in your company were solved by this product?
Our customer service needs are quite simple, we don’t need such a complicated product, but Supportbench seems to be able to handle both complex workflows and fairly simple ones. It was great that at this price point, they included chat too.
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?
1-10 Employees
What is your industry?
Consumer Services
USAGE & IMPLEMENTATION
How did your company implement this product?
in the cloud
How long did it take to set up this product?
less than 1 day
How many people in your company actively use this product?
just me
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?
$20
What is your total annual cost for using this product?
$110
How long is your contract with the vendor?
1 month
Did you get any discount for this product? How much?
10%
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 amazing
5
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 very good
4
Form Embed very good
4
Wiki amazing
5
Ticket Management
Ticket Queue amazing
5
Email Integration very good
4
Ticket Automation & Workflows amazing
5
Customizable Ticket Page very good
4
Visual Support amazing
5
Ticket Collision Prevention amazing
5
Related Tickets amazing
5
Collaboration
Internal Social Network amazing
5
User Groups amazing
5
Reporting and Analytics
Report Templates amazing
5
Advanced Custom Reports very good
4
Customizable Dashboards amazing
5
