Avis clients sur Supportbench

Reducing escalations with Supportbench

Commentaires : Unlike our previous system, Supportbench is super easy to use. Because of the cohesiveness and analytics imbedded in the dashboard, our customer’s problems immediately clear and it’s much easier to solve tickets.

Avantages :

Because of the Supportbench SLA’s and knowledge base features there are customized prompts that give quick solutions to our team and to customers and prevents unnecessary tickets being opened. We’ve been able to maintain consistent entries and reduce escalations, to a point that our retention rates have increased.

Inconvénients :

Their internal support team is great, but I don't want to ask all the time. I think I need another training session to explore the system further.

Supportbench Delivers: Scalable & Insightful

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.

Supportbench Review

Commentaires : We've encountered some bugs with Supportbench but their team has been very quick to respond and resolve the issues. They also check in regularly to see how we're doing. The support has been great so far.

Avantages :

The support from their team is great. They are quick to respond and have had all the answers to my questions.

Inconvénients :

The UX could use some improvement. The agent desk interface seems a little bit bulky and has a different feel than other web applications.

Cost-Effective and Robust Support with Supportbench

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.

Autonomous Support System Transformation

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.

Supportbench: A Blend of Innovation and Efficiency

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.

Suportbench: Elevating Our Customer Support Experience

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.

Supportbench: Increased Efficiency, Happier Customers.

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.

True Case management with Supportbench

Commentaires : Supportbench has not only enhanced our customer support but also played a pivotal role in team accountability and performance tracking. The customizable SLA’s have been pivotal in this respect.

Avantages :

We’ve been able to customize the Supportbench dashboards and KPI scorecards. That’s something we were never really able to do in quite an intuitive ways. Its malleable enough that we’re able to work the way we want to work. Also we have a clear view of our performance and areas to improve.

Inconvénients :

We haven’t gotten through the whole system yet. I can see there are a lot more feature sets we could be using if we took the time at a department level.

A New Way of Ticketing with Supportbench

Commentaires : it has led to a more proactive approach in customer management and for now, fewer escalations.

Avantages :

The health scoring is definitely a standout. Gave me insights i didn't have before, certainly not in a ticketing tool.

Inconvénients :

Going from many tools to one was an adjustment, but it is not having all systems communicating.

Next-level Customer Contact Management

Commentaires : Overall, this product has really changed my experience in IT/Helpdesk support. I can't recommend it enough, and hope other companies get on board with using it, as I feel it'll help many other support technicians simplify their time at work, just as it's simplified mine.

Avantages :

This software has been incredible in helping us track ticket requests more accurately, with a wonderful interface, to boot. The notes have been a huge help in keeping track of the situations on each ticket, and it does this better than other software, in my opinion. I have yet to see any real errors, which I can't say for a large amount of other ticket-management software out there. The lack of limit on queues has been amazing for keeping things organized and flowing well during heavy-traffic business hours. The interface is also amazingly clean and simple in its design, while still having all the features easily accessible. It's astounding how well this software is designed, and I hope to see it grow. I've learned a lot about what support desk software is capable of without breaking the bank for the company. Every time I've needed help, they've always been able to fix it within a few minutes, as well. They provide truly top-notch customer support that I feel falls off a bit with the more expensive and higher-end software, such as Zendesk.

Inconvénients :

There was a bit of a hiccup as I was learning how to use it, but it ended up being on me. Their customer support came to the rescue once again and helped me sort it out in no time, so I honestly can't say I have a con at this point.

Very easy setup and use. Can be as complex as you want or as simple as you want. Lots of options.

Avantages :

We just wanted something easy to throw up to help us stay on top of tickets and create easy reporting. I was up and running in about 1 hour. We have now deployed SB to the rest of our departments (Customer Service, Operations, Marketing, Sales) to allow them to keep track of things and use SB as a reporting tool. The best thing about this software is the support . Countless times I have brought an issue or feature request and 99% of them are resolved or added within 1 day. Incredible support.

Inconvénients :

Learning how to use the ins and outs of the system takes a bit longer than most. I feel that documentation on how to do things could be a bit better. However support is very quick and easy to work with.

SUPPORTBENCH is hands-down the best Customer Service Tool out there!!

Commentaires : SupportBench has allowed us to increase our Customer Service experience by associating accountability to cases and at the same time give us tools to consistently monitor our priorities. Support Bench truly has been a great addition to our environment!

Avantages :

It is very easy to use, scalable, installation is seamless, has a great mobile app, able to integrate with other software, it is a very extensive software that helps grow your business, allows us to analyze trends in our ever-changing landscape effortlessly, also makes it easy to handle customer cases and resolve them with a minimum amount of configuration and the reporting and dashboards are great too!

Inconvénients :

SupportBench meets or exceeds all our needs. As of right now we have not found any issues or have been disappointed with SupportBench as of yet.

Supportbench : The unsung hero of Customer Support

Commentaires : Supportbench has allowed for our team to work as productively, efficiently and effectively as possible like a well oiled machine. With today’s socio-economic problems, one is always concerned about staying afloat, however with Supportbench affordable price range, I need not worry anymore.

Avantages :

The standout feature of Supportbench is that it allows me to customise my day to day experience. From the influx of emails to weekly reporting, Supportbench has allowed email management to feel like a breeze. Our team is able to work with and present accurate information with the scheduled data reports feature. Supportbench allows our team to work wherever, whenever as there’s more than just one way to receive notifications.

Inconvénients :

Over the years I have realised that not all of us can learn and adapt easily as the next person so even though I am becoming a pro with Supportbench, I do think it may need to become a bit more hands with their explanations or even come up with a simpler how to guide

The ultimate customer support experience.

Avantages :

Supportbench has helped us increase efficiencies in all areas of customer service, but also their own Support team helped us fix a lot of the ways we had mismanaged our Support and Success department. I feel they went above and beyond with their assistance.

Inconvénients :

We had some challenges at the start as we had a lot of different information in completely different places. Supportbench took some time but helped us bring almost everything into one place.

Great Experience

Commentaires : The communication we have between Support and Sales had greatly benefited our bottom line. Very pleased with the outcome of this system.

Avantages :

Well, since implementing Supportbench and collaborating with their team, we’ve completely changed the way we work within Support and Success. 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 :

We had some issues when we first began but we have a dedicated support person now and we’ve had no issues since then. If you're comfortable with this and you think you can give us a good review, I can send over the links for you to post on. Once you send me screen shots of the 3 posts, I'll send you the first milstone.

Streamlining Operations with Supportbench

Commentaires : Since everything is integrated into one place with Supportbench, we have the added advantage of being able to customize the way we manage tasks, whether they are independent or in teams, which gives complete visibility to everyone, thus increasing satisfaction for each client.

Avantages :

A big plus for us is Supportbench’s ticket management. The platform makes it easy to assign tickets to the right team members and track their progress. This has helped us ensure that no tickets fall through the cracks and that our customers receive timely support, no matter how complex the issue is. Additionally, the platform integrates with all of our existing tools, such as Salesforce and Slack, making it easy to manage all of our support operations from one place.

Inconvénients :

It would be great to have the ability to create custom plugins, but they only have an API right now.

Great Ticketing Software Supported by AI

Commentaires : With Supportbench, we've seen a remarkable uptick in customer satisfaction. The customizable dashboards make data-driven decision-making more intuitive..

Avantages :

I've found the dynamic SLAs and KCS knowledge base particularly handy in streamlining our support process. The AI-driven sentiment analysis is a game-changer, offering real-time insights into customer feelings. But the standout feature has been the AI Predictive CES, which offers a quick glance into customer's feedback on case resolutions, coupled with the AI First Contact Resolution detection. It’s amazing how accurately it identifies if a case was resolved on its first contact.

Inconvénients :

While the regular updates indicate active improvements, they can sometimes be a little annoying. Although, with time, I've seen these changes ultimately bring more value.

Best Decision I ever made

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 :)

Supportbench has been a really flexible customer support platform for our organization and helping u

Avantages :

The interface and usability of Supportbench is logical and intuitive and has helped our teams stay organized. It’s working so well in support that we’ve added it to other departments as well. I like how it fully integrates with other tools, rather than the plug-ins we use to use. Now we can pull everything in one system in real time. Overall, I am very impressed with Supportbench.

Inconvénients :

There are only a couple minor details that we would love to see available as updates in the future and we’ve mentioned it to their Support and Dev teams.

"A Thoughtful Take on Ticketing with Supportbench"

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.

Supportbench is Superb!

Commentaires : Overall: Supportbench has been a great product. It’s been exceptional at handling our high volume of ticket as it’s been far more flexible than our previous system.

Avantages :

Pros: Cost was a big motivator for us. Supportbench had the most reasonable price point for the features we got. We haven’t had to spend a lot in pro services or add-ons. And the system works well with the tools we already have like Jira and Salesforce.

Inconvénients :

Cons: For our team to just learn the capabilities of Supportbench it takes quite a bit of time.

A New Era of Customer Support with Supportbench

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.

An all-encompassing and potent customer relationship tool

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.

Supportbench is transforming Customer Support Operations

Avantages :

I tried Supportbench recently and it's great! It helps us manage customer questions fast. We can talk to customers on different apps all in one place. They can also find answers themselves. Plus, we get helpful reports and can change things to fit our needs.

Inconvénients :

One aspect I found challenging was the learning curve when first getting started with Supportbench. While the platform is intuitive overall, it took me some time to fully grasp all its features and functionalities.