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Meilleur rapport qualité/prix sur le marché en combinant tous les outils sur une seule plateforme intuitive.

En savoir plus sur Supportbench

Avantages :

We’re focused on our customers and we’re finding increased revenue opportunities and able to achieve a higher level of referral-based customers.

Inconvénients :

I use the score cards a lot but the analytics within their interface is a little strange.

Supportbench - Notes

Note moyenne

Facilité d'utilisation
4,8
Service client
4,9
Fonctionnalités
4,7
Rapport qualité-prix
4,8

Probabilité de recommander le produit

9,5/10

Supportbench a reçu une note globale de 4,9 étoiles sur 5 d'après 110 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (110)

Saket
Saket
student (Inde)
Utilisateur LinkedIn vérifié
Gestion de l'enseignement, 1 001–5 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Supportbench: A Blend of Innovation and Efficiency

5,0 le mois dernier Nouveau

Commentaires : It's transformed our approach to customer support. We can now offer more personalized service, leading to increased customer loyalty and a better understanding of their needs.

Avantages :

The AI-driven sentiment analysis is a true standout, giving us deeper insights into customer emotions. Also, the ease of customizing dashboards has streamlined our workflow significantly.

Inconvénients :

The initial transition from our old system was a bit overwhelming. The thought of integrating a new tool into our established processes was intimidating, but it worked out well.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Marketing et publicité, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Supportbench Delivers: Scalable & Insightful

5,0 le mois dernier Nouveau

Commentaires : Supportbench not only met but exceeded our expectations with its powerful, scalable tools and AI-driven insights.

Avantages :

The seamless migration and the ease of use stood out, making the switch smoother than anticipated and boosting our team’s morale.

Inconvénients :

Transitioning systems was intimidating at first, fearing potential disruptions.

Maximiliano
Support team (Argentine)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Good for sharing data sent to a distribution list

3,0 il y a 6 ans

Commentaires : Not much, just having all support requests stored in the same place and shared between all team memebers

Avantages :

It allows us to see what is going on with all requests sent to our support DL. We stopped relying on emails

Inconvénients :

You can miss replies to already existing cases. Notifications are not good enough. Cases get insanely duplicated

Réponse de l'équipe de Supportbench Services

il y a 6 ans

Thank you Maximiliano for the valuable feedback as your happiness is our top priority. There are different ways to receive and deal with notifications and we will be reaching out to ensure that your system is optimized and your experiences are resolved.

Robert
Robert
Executive Director (Bangladesh)
Utilisateur LinkedIn vérifié
Comptabilité, 2–10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Transformative Customer Support with Supportbench

5,0 il y a 4 mois

Commentaires : We've seen a remarkable shift in how we manage customer interactions but also in the way our Support team is organized. Having a more personalized as well as automated approach to customers has lead to higher satisfaction rates for them as well as our staff in general.

Avantages :

The AI Predictive CES really stands out for our team because it seems to be able to accurately predict customer satisfaction and sentiment. The results have been making our responses more impactful and personalized.

Inconvénients :

We’ve asked when it will have more multilanguage support and are still waiting.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Marketing et publicité, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Cost-Effective and Robust Support with Supportbench

5,0 le mois dernier Nouveau

Commentaires : It has cut down on our costs and improved our support team’s effectiveness significantly.

Avantages :

The customizable dashboards are fantastic. They provide exactly what we need to see, when we need to see it.

Inconvénients :

Replacing our old, familiar system was stressful, but Supportbench’s support team was there every step of the way.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Marketing et publicité, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Autonomous Support System Transformation

5,0 le mois dernier Nouveau

Commentaires : Supportbench has enabled us to scale our operations and meet growing demands without compromising quality.

Avantages :

The chatbots and advanced customer administration allow our team to operate more independently.

Inconvénients :

The apprehension about system change was real, but the gains in customer support quality have been undeniable.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Marketing et publicité, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Revolutionizing Customer Support with Supportbench

5,0 le mois dernier Nouveau

Commentaires : Our response times improved, and customer relationships grew stronger thanks to the deep insights.

Avantages :

Love how the sentiment analysis and emotional scoring help us understand our customers better.

Inconvénients :

The switch from our old system was daunting, but the results with Supportbench made it worthwhile.

Lalaine
Lalaine
Office Assistant (Philippines)
Utilisateur LinkedIn vérifié
Fabrication électrique/électronique, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Suportbench: Elevating Our Customer Support Experience

5,0 le mois dernier Nouveau

Commentaires : It's very useful and helpful especially to our team and to the customers.

Avantages :

The customer health scoring and AI-driven insights are standout features. They provide a deep understanding of our customer’s needs, enabling us to offer more effective support.

Inconvénients :

As of now, I really like all of it. We will continue to explore it.

Kashifa
Kashifa
Customer Service Representative (Nigeria)
Utilisateur LinkedIn vérifié
Assurance, 2–10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Supportbench: Increased Efficiency, Happier Customers.

5,0 le mois dernier Nouveau

Avantages :

The AI-driven summaries and knowledge base article creations are incredibly helpful. They save time and bring a new level of efficiency to our customer support.

Inconvénients :

Concerns about staff adaptation and integration complexities were high but were quickly resolved.

Stella
Stella
Underwriting (Nigeria)
Utilisateur LinkedIn vérifié
Assurance, 11–50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Meeting Our SLA's with Supportbench

5,0 le mois dernier Nouveau

Commentaires : My experience with Supportbench is exceptional because the monitoring tools have been critical in helping us provide exceptional service to our customers and meet our service level agreement consistently.

Avantages :

The platforms SLA management tools allows us to setup specific targets for response and resolution times and we can easily track our progress against these targets. This has helped us to consistently meet our SLA's and provide high quality to our customers.

Inconvénients :

For the interface, I would try to localize it for some of my teams, but I haven't figured out how to achieve it.

chris
Operations Manager (Pays-Bas)
Armée, 501–1 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Great Product with Endless Customization

5,0 il y a 7 ans

Commentaires : We are a Prime Support Contractor for US Army in Middle East. Working in a multicultural multilingual environment has significant customer service challenges. Specifically, we have over 150 rental vehicles out in one particular fleet with no centralized repository for service requests. Support requests (service issues for the vehicles) came as a whirlwind of phone calls , emails, sms's, chats, etc.. with no central repository for tracking. Support Bench was able to get us up and running with a customized solution within 4 hours. Pros:
1. Excellent pricing model, unlike most software which tease you with additional functionality with every increasing pricing plans, Support Bench gives full functionality based upon a declining price model for an increasing number of users. It is exceptionally price effective at small and large scale deployments.
2. Unlimited customization that curupasses the competitions simple interface that often is supported by underdeveloped code. 3. Support Bench supports their clientele consistently and with exceptional professionalism
You are NOT dealing with a cookie cutter software package that spends more money on marketing than development with an offshore customer support team.... when you need support, you are dealing with developers and people that can advise you on the "big picture" beyond what the average business owner would even imagine they would need in the future.
4. Real time software modification and implementation of global features; as some of the requirements we had were specific to a vehicle rental business, they added functionality that they saw would be beneficial for other clients with similar business models. Cons:
1. As expected the large amount of customization makes it a little overwhelming at first, but the interface can be very easily limited to the exact functionality required. As we have seen in the past 6 months of use, that additional functionality is extremely beneficial down the road.
2. I am not computer savy so ideas like "sandbox" and other standard terminology was not immediately understood, but after a couple days I realize the benefit of the features.
3. When critiquing the service (as in this review) , Support Bench users will tend to write such complimentary reviews that they will appear to be shills.

Avantages :

Please refer to comments

Inconvénients :

Please refer to comments

Amarachukwu
Administrative assistant (Nigeria)
Bureau exécutif, 2–10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Best system for high volume Email management

5,0 l’année dernière

Avantages :

The transition from our previous system to SupportBench has been way less painful than we expected. Their data migration process is quite seamless and there wasn’t much in the way of lag time or real delays getting up and running.Their email management is key for us as most, if not all of our communication is through email and you can comfortably live in the Supportbench email as it almost exactly mimics Outlook. Also, all of our communication has much better visibility than before and we can look at cases in great detail.

Inconvénients :

During the frequent updates, there’s additional features added that we don’t have time to go through.

Julie
Administrative (Nigeria)
Mode et vêtements, 2–10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Title: Streamlined NPS with Supportbench

5,0 l’année dernière

Avantages :

Overall:I've been using Supportbench for a while now, and it has been a significant asset to our customer support operations. One of the standouts for us is the NPS management tools; it’s helping us improve our scores and gather valuable feedback from our customers.Pros:The customizable surveys have been a game-changer; allowing us to ask specific questions that help us identify areas for improvement in our products and services. We've been able to track our NPS scores over time, which has helped us set goals and monitor our progress.

Inconvénients :

Cons:Some of the more advanced features require additional training and onboarding, which has been somewhat time-consuming for us.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Mode et vêtements, 2–10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

"Exceptional Service, Happy Customers":)

5,0 l’année dernière

Commentaires : We’re focused on the Post-sale experience, so what we’re most concerned about is the customer portal and knowledge base and Supportbench accomplishes both with precision.

Avantages :

The big draw for me is the reporting analytics within Supportbench. It’s given us invaluable insights into our customers and staff. Insights we’ve never had before.

Inconvénients :

We couldn’t get up a running at the click of a button. It took 2 weeks to get the team fully up to speed, but now that we’re up a running, we haven’t had much in the way of disruptions.

Sandeep
Consultant (Inde)
Services aux consommateurs, 201–500 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Great app for multi-channel support

5,0 l’année dernière

Commentaires : Supportbench is a great customer service software providing a host of features. It has a user-friendly interface, customization options, data analytics, and integration with other tools, it offers a unified platform for managing customer interactions. We were able to significantly ramp up our self-support infrastructure with Supportbench's Guide.

Avantages :

Supportbench has a user-friendly interface that is intuitive and easy to navigate. It works well with multiple channels, including email, chat, phone, and social media. Supportbench allows us to customize the setup as per our requirements. It integrates with a wide range of other tools, including popular CRMs, email clients, and social media platforms. This allowed us to easily bring all of our customer support channels together into one centralized location. Supportbench allows us to build custom reports and dashboards which helps our team to keep track of important performance metrics. The Supportbench support team is also fast to respond to any issues.

Inconvénients :

Supportbench has it has a ton of features that make it worth it, but it's going to take a while to learn about ALL of the features and use cases as it's quite robust.

Osikhotseme
Osikhotseme
Quality Assurance & Customer Support (Nigeria)
Utilisateur LinkedIn vérifié
Fabrication électrique/électronique, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

The Sherlock Holmes of Customer Support

5,0 il y a 12 mois

Commentaires : Let me tell you, Supportbench is the cat's pajamas! No need to keep the IT team on speed dial anymore - we're in the driver's seat. And with those snazzy features like AI-driven sentiment analysis and intent detection, it's like having our own customer support Sherlock Holmes!

Avantages :

Since we left Zendesk to welcome Supportbench, things have been smooth sailing. This nifty tool even dishes out a 360-degree customer overview. It's like we've got customer support superpowers now!

Inconvénients :

The only gripe I have is that their self-help guide feels a bit like a treasure hunt without a map. More detailed documentation would be way more useful

Jumana
IT Help Desk (Jordanie)
Services et technologies de l'information, 201–500 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Resolving IT tickets in NO Time

5,0 il y a 2 ans

Commentaires : 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.

Avantages :

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 😊

Inconvénients :

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Mode alternatif de résolution des conflits, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Supportbench has been invaluable to our company.

5,0 l’année dernière

Commentaires : Supportbench has been invaluable to our company. I would recommend it to other small to medium businesses looking for a simple, yet effective and malleable customer support solution.

Avantages :

We have communication coming in from multiple channels and Supportbench can handle all of it. Because everything is integrated in one platform, all of our customer inquiries are handled so much more efficiently.

Inconvénients :

Although there are no plug-ins and everything fully integrates, I’d like to see more integrations in the system. Hoping it’s coming in the future.

Abdul
Abdul
Lead Generation SpecialistLead (Bangladesh)
Utilisateur LinkedIn vérifié
Assurance, 51–200 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

True Omnichannel Support

5,0 l’année dernière

Commentaires : The Omnichannel range of communication with Supportbench has been endlessly helpful. We’ve never had such a cohesive system with multiple touch points before; from email, to phone to chat to social. It’s allowed us to finally work in a way that suits our specific customers’ preferences.

Avantages :

The flexibility of our communication channels has been invaluable in improving our customer satisfaction rates and even reducing churn rates. We’re able to make such quick decisions and resolve cases because we have everything we need on-hand in real time. It’s helping us build much stronger relationships with our customers and our hope is that we’re able to get increased upselling and even persuade some champions to refer us.

Inconvénients :

Supportbench is valuable in so many ways, but it’s a pretty robust platform and it’s going to take a while to access all feature sets.

Anne
Manager (Luxembourg)
Services aux consommateurs, 1 001–5 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Best Decision I ever made

5,0 l’année dernière

Commentaires : Supportbench has allowed us to more clearly see what our agents are doing and who they support. It even helps us automate replies to recurring problems and workflows, minimizing our workload.

Avantages :

The tools Supportbench integrates with have helped us tremendously. We’ve always had multiple tools sets working completely separately, and having one that works in unison that is fully integrated has given us oversight we’ve never had before.

Inconvénients :

The learning curve might be too steep for some people. Supportbench is new and unlike the platforms from the past. The newness of it takes time to get use to :)

David
Head of IT (R.-U.)
Ressources humaines, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

A New kind of Customer Support with Supportbench

5,0 il y a 4 mois

Commentaires : The AI Predictive CES feature is impressive, providing our team real-time insights into customer effort and satisfaction. We were looking for a better Zendesk alternative and we’ve found one.

Avantages :

We're now more adept at understanding and meeting our customers' needs, leading to improved relationships and hopefully loyalty.

Inconvénients :

It’s hard to find anything to dislike at this point.

FAVOUR
Marketing Assistant (Nigeria)
Sports, 2–10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

"A Thoughtful Take on Ticketing with Supportbench"

5,0 il y a 4 mois

Avantages :

We were expecting a robust ticketing platform, but it’s so much more. The emotional scoring feature offers deep insights into customer sentiments that we didn’t expect.

Inconvénients :

Initial integration required some patience and effort because we didn’t have a set system in place, but the payoff has been substantial.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Fabrication électrique/électronique, 10 000+ employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Supportbench is ideal for complexity

5,0 l’année dernière

Commentaires : So far, I've been very pleased with my experience with Supportbench. It offers a comprehensive customer service tool set but it can also perform as project management software as well.

Avantages :

I’ve been using Supportbench for ticketing to enhance our customer service department, but I found that it has some pretty decent project management tool use cases. The ticketing features work well because we can customize them to match our various valued clients. I now longer spend endless time on wasteful communication.

Inconvénients :

If your workflows are simple, this might not be ideal for you. But if you have a fairly involved support process, Supportbench is ideal.

Aman
Aman
Admin support (Inde)
Utilisateur LinkedIn vérifié
E-learning, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

A New Era of Customer Support with Supportbench

5,0 il y a 5 mois

Commentaires : Since implementing Supportbench, we’ve seen a marked improvement in customer response times and overall satisfaction. It’s made a real difference.

Avantages :

We’ve been waiting for a chatbot like Supportbench’s, it’s been a standout feature for us. We’re able to get quick responses to customer inquiries and I’ve noticed it’s reduced our workload significantly.

Inconvénients :

They have a really impressive range of features, but it’s hard to keep track of all the new ones.

Marie Joy
Marie Joy
Virtual Assistant (Philippines)
Utilisateur LinkedIn vérifié
Cosmétiques, 11–50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

An all-encompassing and potent customer relationship tool

5,0 l’année dernière

Commentaires : Based on the features I’ve been able to use so far, Supportbench seems to be an all-encompassing and potent customer relationship tool. It’s been helping to streamline and enhance our case management team and our support operations in general.

Avantages :

Although it’s been early days for us, I can already see that Supportbench’s seamless communication channels and the volume of cases it handles are going to help to build our customer loyalty. We’re responding to complex cases far more quickly than before. We’re finally able to give our customers the support they need.

Inconvénients :

The setup and initial agent training took some effort. It was challenging for us to get use to a different platform, one that integrates with everything. But things are running smoothly now.