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User review of Supportbench

Using Supportbench is valuable

- by Anonymous Reviewer

USER SATISFACTION

RECOMMENDATION
7 out of 7
Definitely
COST EFFICENCY
7out of 7
Superb
OVERALL IMPRESSION
5out of 5
amazing
EASE OF USE
5out of 5
amazing
CUSTOMER SUPPORT
5out of 5
amazing

PROS & CONS

What are the best aspects of this product?

A big advantage for us is that Supportbench is an all-in-one solution. The other platforms we looked at needed other tools to make them work effectively. Supportbench has everything we need from Case management to sentiment analysis, knowledge base and chat. We’re no longer dealing with multiple plug-ins; for the first time, everything is fully integrated.

What aspects are problematic or could work better?

I would like to localize the interface for some of my teams, but I’m not sure how to go about doing this.

What features/services would you like to see in future versions of this product?

Supportbench has adapted well to our business. We’ve been able to customize its features to suit the

What specific problems in your company were solved by this product?

prioritizing SLAs

Are you a current user of this product?

Yes

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?

More than 100 Employees

What is your industry?

Financial Services

USAGE & IMPLEMENTATION

What software did you use before?

crm

Why did you decide to change it?

more efficient and effective

Are you satisfied with the change?

yes

How did your company implement this product?

in the cloud

How long did it take to set up this product?

less than 1 month

How many people in your company actively use this product?

all 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.
  • 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?

$4500

What is your total annual cost for using this product?

$12,000

Did you get any discount for this product? How much?

Yes, 20% as we paid 3 years upfront

FEATURE DETAILS

Customer Management

Complete Customer and Contact Database
5
amazing
Customer Notes with Alerts
5
amazing
Customer Distress
5
amazing
Customer Insights
5
amazing
Agent Ratings
5
amazing
Service Contracts
5
amazing

Mobile Support Channels

Email
5
amazing
Phone
5
amazing
Chat
5
amazing
Social Media
4
very good
Self-service portal
4
very good
Forums
5
amazing
Form Embed
5
amazing
Wiki
5
amazing

Ticket Management

Ticket Queue
5
amazing
Email Integration
5
amazing
Ticket Automation & Workflows
5
amazing
Customizable Ticket Page
5
amazing
Visual Support
4
very good
Ticket Collision Prevention
5
amazing
Related Tickets
5
amazing

Collaboration

Internal Social Network
4
very good
User Groups
5
amazing

Reporting and Analytics

Report Templates
5
amazing
Advanced Custom Reports
5
amazing
Customizable Dashboards
5
amazing