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User review
of Supportbench
“Supportbench makes life easier for us”
-
by Ryan Albino
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Superb
7out 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?
We’re not wasting endless hours servicing unending low value issues anymore because the SLA’s prioritize us so well.
What aspects are problematic or could work better?
The API documentation needs to get updated as it’s a little out of date in some areas
What features/services would you like to see in future versions of this product?
Better response from the support team.
What specific problems in your company were solved by this product?
Supportbench has better organized the way we respond to clients. In fact, our response time has improved all around.
Are you a current user of this product?
No
USER DETAILS
How long have you been using this product?
Less than 1 year
COMPANY DETAILS
What is your company size?
11-50 Employees
What is your industry?
Aviation & Aerospace
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?
most 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.
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 amazing
5
Phone amazing
5
Chat amazing
5
Social Media amazing
5
Self-service portal amazing
5
Forums amazing
5
Form Embed amazing
5
Wiki amazing
5
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows amazing
5
Customizable Ticket Page amazing
5
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 amazing
5
Customizable Dashboards amazing
5
