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User review
of Supportbench
Supportbench is the Ultimate Customer Support Solution
-
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 very good
4out of 5
PROS & CONS
What are the best aspects of this product?
A big plus for us is that Supportbench is fully unified and integrated. All of our tools talk to each other in real-time so there isn’t that lag time gathering info from our managers or other departments. The dashboard is SO helpful. I can see everything according to what I want to see rather than what the platform allows. I can do everything a lot quicker and in a more complete way.
What aspects are problematic or could work better?
Some of the more advanced features need a lot of extra setups and learning time.
What features/services would you like to see in future versions of this product?
I would like to see an upgrade to a future version of this product.
What specific problems in your company were solved by this product?
Supportbench has allowed us to have everything we need in one complete solution. It’s got a pretty robust feature set, much of which we have yet to explore.
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 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?
$384
How long is your contract with the vendor?
1 month
Did you get any discount for this product? How much?
Yes!! $10
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database very good
4
Customer Notes with Alerts ok
3
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 very good
4
Social Media very good
4
Self-service portal amazing
5
Forums amazing
5
Form Embed amazing
5
Wiki very good
4
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows very good
4
Customizable Ticket Page amazing
5
Visual Support amazing
5
Ticket Collision Prevention very good
4
Related Tickets very good
4
Collaboration
Internal Social Network amazing
5
User Groups very good
4
Reporting and Analytics
Report Templates amazing
5
Advanced Custom Reports very good
4
Customizable Dashboards amazing
5
