- Home Customer Support Software SupportDesk As soon as we did a Supportbench trial we knew it was the right system for us.
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User review
of SupportDesk
As soon as we did a Supportbench trial we knew it was the right system for us.
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Very good
6out of 7
OVERALL IMPRESSION amazing
5out of 5
EASE OF USE very good
4out of 5
CUSTOMER SUPPORT very good
4out of 5
PROS & CONS
What are the best aspects of this product?
No matter how long ago I communicated with a customer, I have such a clear record of them, I can interact as though we just spoke. It’s allowing me to be so organized and attend to the most high value needs and waste less time on customers who take up unnecessary resources. Also, Supportbench is extremely budget friendly.
What aspects are problematic or could work better?
Outside of ticketing and case management, I’d like to use Supportbench as a project management tool. I’ve let them know that it’s a big need for us.
What features/services would you like to see in future versions of this product?
Project management tool.
What specific problems in your company were solved by this product?
Reduced repetitive work and increased organization. Therefore creating more time for us to focus on other tasks.
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 year
COMPANY DETAILS
What is your company size?
1-10 Employees
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 day
How many people in your company actively use this product?
several employees
What is the primary use of this product in your company?
mostly 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?
$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?
no
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database amazing
5
Customer Notes with Alerts very good
4
Customer Distress very good
4
Customer Insights very good
4
Agent Ratings very good
4
Service Contracts very good
4
Mobile Support Channels
Email amazing
5
Phone amazing
5
Chat amazing
5
Social Media very good
4
Self-service portal very good
4
Forums very good
4
Form Embed very good
4
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows amazing
5
Customizable Ticket Page very good
4
Visual Support very good
4
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 amazing
5
Customizable Dashboards very good
4
