- Home Customer Support Software Supportbench Supportbench is an Excellent Customer Support Solution for Small and Medium-sized Businesses
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User review
of Supportbench
Supportbench is an Excellent Customer Support Solution for Small and Medium-sized Businesses
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by liyaqat lone
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Very good
6out 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?
The collaboration tools are a big plus for us as Supportbench has internal notes and tags as well as customizable SLA’s that allow us all to resolve customer inquiries more quickly and dramatically reduce escalations.
What aspects are problematic or could work better?
Although we all got the hang of it, there was definitely a steep learning curve for the team during the first month.
What specific problems in your company were solved by this product?
The collaboration tools are a big plus for us as Supportbench has internal notes and tags as well as customizable SLA’s that allow us all to resolve customer inquiries more quickly and dramatically reduce escalations.
Are you a current user of this product?
No
USER DETAILS
What is your role with this product?
- I advised the company to purchase it
How long have you been using this product?
Less than 1 year
COMPANY DETAILS
What is your company size?
1-10 Employees
What is your industry?
Internet
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?
most employees
What is the primary use of this product in your company?
both B2B & B2C
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.
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 very good
4
Phone very good
4
Chat amazing
5
Social Media amazing
5
Self-service portal amazing
5
Form Embed amazing
5
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 amazing
5
Related Tickets amazing
5
Collaboration
Internal Social Network very good
4
User Groups amazing
5
Reporting and Analytics
Report Templates very good
4
Advanced Custom Reports amazing
5
Customizable Dashboards amazing
5
