- Home Customer Support Software Supportbench We customized Supportbench to suit our needs.
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User review
of Supportbench
We customized Supportbench to suit our needs.
-
by Erick John
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?
I like how customer centric Supportbench is. It provides me with a wealth of customer support resources, including their seamless email communication, their robust knowledge base and online chat.
What aspects are problematic or could work better?
at first, I was quite overwhelmed by the quantity features. There’s quite a bit in this system and the more I looked at, the more there was. Now I just stick to the things I need and leave the rest for when we expand further.
What features/services would you like to see in future versions of this product?
no need of new features it is great!
What specific problems in your company were solved by this product?
Supportbench has been an excellent tool for managing our service requests. It’s allowing us to methodically keep track of all incoming issues, who’s responsible for them and at what point it needs to be escalated; and this is all determined by our needs. We’re no longer working within a strict system, we’re able to customize Supportbench to suit our needs.
Are you a current user of this product?
Yes
COMPANY DETAILS
What is your company size?
51-100 Employees
What is your industry?
Marketing and Advertising
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?
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.
- 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?
35
What is your total annual cost for using this product?
420
Did you get any discount for this product? How much?
25
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
