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User review
of Supportbench
Supportbench is ideal for complexity
-
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 ok
3out of 5
CUSTOMER SUPPORT amazing
5out of 5
PROS & CONS
What are the best aspects of this product?
I’ve been using Supportbench for ticketing to enhance our customer service department, but I found that it has some pretty decent project management tool use cases. The ticketing features work well because we can customize them to match our various valued clients. I now longer spend endless time on wasteful communication.
What aspects are problematic or could work better?
If your workflows are simple, this might not be ideal for you. But if you have a fairly involved support process, Supportbench is ideal.
What features/services would you like to see in future versions of this product?
I want to see upgraded future versions of this product.
What specific problems in your company were solved by this product?
So far, I've been very pleased with my experience with Supportbench. It offers a comprehensive customer service tool set but it can also perform as project management software as well.
Are you a current user of this product?
Yes
USER DETAILS
What is your role with this product?
- I use it myself
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?
Electrical/Electronic Manufacturing
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 hour
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?
$32
What is your total annual cost for using this product?
$374
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 very good
4
Customer Distress amazing
5
Customer Insights very good
4
Agent Ratings amazing
5
Service Contracts very good
4
Mobile Support Channels
Email amazing
5
Phone very good
4
Chat amazing
5
Social Media very good
4
Self-service portal amazing
5
Forums ok
3
Form Embed amazing
5
Wiki very good
4
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 very good
4
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
