Supportbench

Pros: Supportbench is precise in the way it does things and IMO a ways advanced with recognize to fixing give up person troubles. Their fitness scoring offers us complete perception into how all our clients are doing.

Cons: I have seen many malicious programs infecting to my systems and with every of my instances recently how ever I have found the problem and I have told about my system fault, and it become constant subsequent day.

Overall: Supportbench has supplied our group with a whole client control system. Because the whole things is in a single platform, all are capable of control all conversation in a single area and feature complete over sight into each clients and group.

Pros: From the Supportbench the opposite success and case management solutions I have used support bench is an exclusive in however it will things and UN agency so much superior with relation to resolution user problems. Their health grading offers America full insight into however all our customers do.

Cons: I have founded a bug within the framework with one among my cases as lately however I have sent the problem to the support bench customer support and the problem was mounted the subsequent day.

Overall: Supportbench has provided to our team with all my clients management systems as a result of everything is in one platform and we are always ready to manage all communications in one place and have full over sight into each our customer and team.

Pros: Supportbench and the other achievement and the executives arrangements I have utilized, Supportbench is novel by they way it gets things done, and IMO Infinitely better concerning settling end client issues.

Cons: I found a bug in the framework with one of my cases as of late, yet I have sent the issue to them and it was fixed the following day.

Overall: Supportbench has furnished our group with a total client the board framework. Since everything is in one stage, we are ready to deal with all correspondence in one spot and have full over sight into both our clients and group.

Pros: Great customer support team. They are always available to help you and suggest the best way to proceed.

Cons: Slightly above average price but really worth it.

Overall: My experience with this software is very positive, in particular with the support team. Also, the user interface is very intuitive and easy-to-use, so I definitely recommend it

Pros: The main feature is time saving of the end-user and it's easy to use the software.
Users can raise issues by creating a ticket.

Cons: I had one query and it was resolved within an hour. The Supportbench customer support is very good.

Overall: I have used many software suites but Supportbench is very easy to use and to integrate into the website also.

Pros: Supportbench provides extremely accurate tracking when it comes to contacts and ultimately puts my team on the same page like never before. It's freed up a lot of time for each department now that we're connected more than ever.

Cons: The customer portal is essentially unable to be edited (without a specialist). The in-program support has been helpful in making the changes we needed however.

Overall: I have been able to focus on many other task outside of solving problems since implementing this Supportbench. Now that my teams are connected better digitally we can focus more on the future of our company.

Pros: Supportbench has become such an integral part of our company now because of how many different things we use it for. We maintain all communications through our company with Supportbench. We rely on it for all of our customer and database management. It’s the first system we’ve had that fully integrates with both Salesforce and Jira.

Cons: It’s a great system but as one says, “nothing is perfect” I feel there can be some room for improvement with design, from a UX perspective.

Overall: Supportbench is working well for us because there is transparency, it is easily accessible, cost-effective, and you get help anytime you need it. I highly recommended it to those in need of a Customer Success platform.

Pros: It's flexibility and customization. I have everything at my fingertips to add and keep track of our customers' cases.

Cons: It took a little bit of time to set it up just the way we wanted it.

Overall: I think Supportbench is an indispensable tool for us to keep track of our cases.
I love the feature that let us represent our customers on the email and platform side.

Pros: I like that I was able to chat with a knowledgeable representative and not have to call in and be stuck on the phone to solve my issues. It was also very nice for him to be able to link a lot of help articles so I could forward that info. to the person who could assist me on our side (web developer, eCommerce, etc.). My agent in particular was very sweet and patient and continued to check to make sure all issues were covered and fixed even when we thought it was solved he double-checked and found another error which was awesome to be able to fix right then and there and not have to come back at a later date and complain that it wasn't fixed in the first place.

Cons: I do feel like there were often long breaks in between but it wasn't that inconvenient and there was long breaks on my side as well. Would've been nice to have an explanation in less technical terms for someone like myself who does understand some of the big technical explanations that the articles give.

Overall: This is a very solid and flexible option to set up a contact center operation. I have been user on other organizations, and it is indeed a helpful resource to empower agents to deliver a great customer service.

Pros: Supportbench has helped me better deal with some fairly challenging customers. It’s just an easier system to use and it thinks like a customer support agent. I’m wasting less time on complaints and concerns and more time talking to higher value customers. We thought we needed more ticketing agents with the heavy workload, but with Supportbench, we don’t have a staffing issue anymore.

Cons: There are some interface bugs but they’ve been fairly minor.

Overall: Supportbench has helped us streamline a lot of our workflows and created a smoother process for our team. We all don’t feel over-worked anymore.

Pros: Very flexible - Supportbench can be tuned to work the way I want it to.
There are different teams within my organization that use Supportbench and they have different needs. We are able to customize workflows based on each teams' needs.

The interface is clean and can be modified to suit each user.
There are many functions that allow quick handling of cases.
Cases are grouped together to keep things clean and concise and saves time when questions arise.

The environment is highly collaborative and has allowed the teams to work closer together now than ever before. This has also allowed the teams to provide faster and better support.

We can very quickly and easily expand the use of Supportbench within the organization. It is incredibly scalable and there are no concerns about adding users or teams.

Cons: The learning curve can be a bit high. I think this depends on what you want to accomplish. Because Supportbench is so configurable, it can be easy to add complexity.
There was no 'manual' to explain the basics. This would be helpful when getting onto the platform. However, it is a fairly easy system so this is not a big deal.

Overall: Supportbench does a great job and consolidating cases (emails in regards to my companies data). It allows the teams to understand what cases require immediate actions and what cases are less important. (prioritization). And this prioritization is very flexible and can be tuned to our specific company and team on the platform.

Pros: Having tried a variety of support software over the years, Supportbench comes across as a much anticipated system. So far, it's my go-to customer support and case management platform as it has every feature I need plus a bunch of new ones that I can no longer live without.

Cons: We had some challenges as it was very different than the team was used to. But the Supportbench team was great walking us through how everything worked and streamlined how we did things which made the migration was super smooth.

Overall: I would recommend Supportbench to any company that has more complex workflows. Companies that have both multiple departments and an influx of regular customers constantly communicating with them. It’s a great platform that’s easy to use and it can do everything in one place.

Pros: From the initial trial to the onboarding, it’s been surprisingly friendly and easy to walk through. You don’t have to be an IT expert to know how to use it or add integrations, you just need to know what you want, which can be challenging. For things that I haven’t been able to answer, I’ve been able to find videos that are easy to follow and if I can find one, their support team made videos for our team to watch and follow. One of my favorite parts is that we can brand it with our company logo and colors, it makes it feel like software built just for us 😊

Cons: The user interface takes a bit of getting used to as they so things pretty different from any other ticketing systems I’ve used in the past. Could use some tweaking here and there.

Overall: Working in customer support is challenging at the best of times and Supportbench has become my favorite software. It helps me organize my work, notifies me of things I need to get done, and makes my life a lot easier. I also have to give a shout out to their support team, I read reviews before I started my trial that said they were great, and they really are and make you feel like they are a part of your team.

Pros: This is a great customer service tool to effectively address incoming concerns. Supportbench introduced us to a really smart ticket management system that changed the old way we use to respond to issues. Our incoming tickets were such a mess before and now that we’ve customized Supportbench to automatically prioritize based on what’s most important/vital to our specific company. The response time clock is so great, I know exactly when I need to respond to each ticket. I also really like how policies work, and how you can hide certain details from some departments/agents so that information is given as needed.

Cons: They support team is always great and easy to get to on their live chat, but because of the learning curve, I’ve had to rely on them a bunch of times to figure out how to get things done.

Overall: Definitely a learning curve when getting set-up, but it becomes pretty powerful once you learn the functionality available.

Pros: Since using Supportbench, we’ve been able to completely change our business strategy in a customer centric direction. We have so much insight into our customer’s needs now and are able respond so quickly, we’re getting exceptional overall feedback from them and are able to improve some of our business process based on this.

Cons: I had an issue late on a Friday night and didn’t receive a response until Sunday night, but things were resolved at that point.

Overall: Supportbench is doing a good job providing high quality insights into our customer’s needs, helping to change the course of our company.

Pros: The features of Supportbench are straightforward and easy enough to understand while you’re learning to use the system. When we did have issues onboarding our team, their customer support reps were super friendly and explained things in a way that was jargon-free and easy to understand for someone like me . Even though some of our questions were a bit silly, their reps did not make us feel like they were, and instead explained everything and helped us create a process that’s right for us.

Cons: Supportbench has a lot of feature sets that we’re not able to use at this point as our workflows aren’t that complex. With that said, I’m looking forward to use them as our team gets bigger.

Overall: I would recommend giving Supportbench a try, it’s a different way of working than other ticketing systems out there, but for how we work, it’s great. We have only started scratching the surface of what it is capable of, but it has already been more than worth moving to.

Pros: Easy to navigate through tickets.
Great drop down selections to organize tickets in queue.
Can link tickets to JIRA.

Cons: Outbound emails should be more user friendly.
Attaching files should include an actual file rather than link.

Overall: Application is easy to figure out and navigate through problem-solving tickets the application can use some work when attaching files/documents.

Pros: Supportbench is easy to use. I worried that going to a new case management system would add time to my job but it's quite the opposite. I'm able to obtain information faster and with fewer clicks. I enjoy the color contrast and icons used, it makes training new users much easier to have easily identifiable areas based on the color or an icon. Case templates are one of my favorite features where a standard response can be sent out to the client or multiple clients. The sky is the limit with Supportbench!

Cons: I don't have any cons to list at this time. The product is great!

Overall: I'm very happy with Supportbench. The more I use it, the more I thoroughly enjoy it. I look forward to learning more and utilizing other features of the product. The staff at Supportbench go above and beyond to help users understand the system and answer any questions. They are great to work with and are very responsive.

Pros: I think this customer support platform is one of the best I've seen so far. It is easy to use, setup and navigate around. It provides me with all the resources I need from email management, knowledgebase, to sending out NPS surveys all while keeping the cost low. So far, Supportbench is the best overall customer service software with an all-in-one customer management solution I’ve worked with.

Cons: I think there can be more room for improvement in the design.

Overall: Supportbench is a great platform for companies that want to grow and do everything in one place. It’s fast, easy to use and understand but also super feature rich.

Pros: As a front-line Customer Service agent, I appreciate the usability of Supportbench. We predominantly use e-mail to communicate with our customers and their system is as intuitive as Outlook when making replies. I haven’t worked in another ticketing system that does it as well as them. I also really like the pixel tracking on each email I send out. I get notified as soon as they view the email, letting me know when I should best reach out again. Additionally, notifications and alerts are so helpful, I get notified on everything happening in my tickets. I also like the ability to set my own SLAs rather than rely on the out of the box ones. Supportbench really has kept me on top of my game, aiding me in prioritizing, organizing, and making juggling between 20 issues at the same time a lot less painful.

Cons: I wish Supportbench had Sales CRM version and I hope they add it soon.

Overall: Before Supportbench, we used to use a free ticketing support system. Supportbench has dramatically changed how we approach support. We now have a set it and forget it mentality. We use to deal with disorganization and random incoming issues without prioritization. This resulted in us forgetting to address issues and add further frustration for our front-line engineers. Supportbench was easy to administer and even easier for us to enter tickets into.