Avis clients sur Supportbench

Transitioned from Salesforce Service Cloud, and are never looking back!

Commentaires : Better workflow in less time, with quicker results. Simply an amazing product, and am excited to see what features are coming down the pipeline.

Avantages :

Supportbench was made for and by someone who knows how to support customers, and isn't just a product bolted on top of a sales platform. The workflows presented for support agents is very intuitive, and the ability to log multiple touch points from different platforms is incredible. It has an incredibly bright, visual interface which informs an agent's workflow, not just showing them a backlog of cases or tickets to work on.

Inconvénients :

Supportbench has an abundance of features, with more being added seemingly daily. While you can easily get setup quickly, it can take some time to activate some of the more powerful features, such as workflows/automation; however, with Supportbench's amazing support team, these cons are easily overcome.

Supportbench Customer Service Management Review

Commentaires : Supportbench is a full-stack Customer Service Management tool, ticketing system, and analytic tool that is affordable, customer-friendly, and provides a better understanding of products and services that customers need through analytics and data. It is also cross-platform as it is available on web-based, cloud, SaaS, and different operating systems, ie. Windows, Mac, Linux, Android, and iOS.

Avantages :

Quick and efficient workflow turnaround in less time, with immediate results. Bright visual interface showing an interactive dashboard, including real-time customer service tickets to work on and ease of customization. You can view the types of communication requests coming in - all emails, phone calls, notes, etc. are in one place and can be shared between all team members. There are user forums to engage customers, and keywords are highlighted within communication requests to allow the direction of prioritized cases to team members, as well as the creation of customized surveys. Ability to log and keep track of multiple checkpoints across different platforms, thus giving detailed reporting of KPIs.

Inconvénients :

Requires a bit of time to get past the initial learning curve of some of its more complex tools. It may also take some time to enable and activate some of the more powerful features, such as automation and workflows. At times you can miss cases, or miss the responses to already existing cases. Sometimes cases can be duplicated, and the notification system can get crowded.

Data-Driven Support

Commentaires : The seamless management tools, paired with AI-driven features, have made customer interactions both efficient and insightful.

Avantages :

The seamless management tools, paired with AI-driven features, have made customer interactions both efficient and insightful.

Inconvénients :

The software could improve by expanding its multilingual capabilities.

Good for sharing data sent to a distribution list

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

Empowering our team with Supportbench

Commentaires : The support bench impressed us with its exceptional features. Their reports on customers that use AI give us quick information that helps us understand what our customers want better. Moreover, the "create a response" feature has revolutionized our response times, allowing us to engage with our customers swiftly and efficiently.The benefits to our company have been remarkable. Support bench has empowered our support team to be more proactive and efficient than ever before. This, in turn, has led to heightened customer satisfaction levels, as our customers receive quicker and more personalized assistance. As a result, our company has experienced substantial growth, both in terms of revenue and reputation.However, it's worth mentioning that while Supportbench excels in many aspects, the absence of an offline mode can occasionally pose limitations. Additionally, we had hoped for more hands-on support during the initial setup phase. These minor drawbacks aside, Supportbench has undeniably transformed the way we manage customer support, and its benefits far outweigh any limitations.

Avantages :

Supportbench's AI-driven customer summaries have been a real game-changer for our team. They offer rapid insights that help us better understand our customers' needs and concerns. The "create a response" feature is a true gem, dramatically boosting our response efficiency. It's like having a trusted assistant that streamlines our workflow and ensures we provide top-notch support.

Inconvénients :

The absence of an offline mode can be limiting, and we had hoped for more hands-on support during the setup.

Switch to Supportbench

Commentaires : We had a fractured Support process and with Supoortbench's KCS knowledge base, we have been able to revamp our entire customer support department for the better.

Avantages :

Migrating from Jira was like swapping SVN for Git. Dynamic SLAs? That's some real-time multithreading magic. The 360-degree customer overviews? Like monitoring with Prometheus on steroids.

Inconvénients :

Their documentation feels like an obfuscated code contest winner. Informative, but a tad puzzling.The general impression of Supportbench:Supportbench is the DevOps of customer support platforms: a CI/CD dream, minus the occasional merge conflict.

SupportBench – Elevating Customer Service to new heights

Commentaires : Maintaining a reliable and efficient customer service base is no easy task especially if you’re receiving requests and responses left, right, and centre but with SupportBench I am able to do this and MORE! At the end of the day, I would not want to compromise my business and with SupportBench I don’t need to as it is cost-effective and efficient.

Avantages :

As a business owner, Supportbench allows me to view my sales data as well as create workflows on our customer's information. Supportbench’s exciting feature allows me to view and respond to customer’s requests and questions more efficiently than usual. Integrating chatbots using ChatGPT is an amazing feature I thought I never needed. Customizable, user-friendly, and affordable sums up my satisfaction.

Inconvénients :

This is not a red cross against SupportBench but I do wish for their support to be as efficient as the SupportBench tool.

From Reactive to Proactive with Supportbench

Commentaires : Supportbench equipped us with actionable insights, facilitating proactive decision-making. The software's ability to scale up ensured that our growing support needs were met.

Avantages :

Its AI-driven features, particularly the KB Article Creation from case solutions, transformed our support dynamics, making operations smoother.

Inconvénients :

The transition to its user interface took some time, but the advantages it brought overshadowed the initial hiccups.

Achieving Excellence with Supportbench

Commentaires : With Supportbench, our support team has become more proactive and efficient, enhancing customer satisfaction and company growth.

Avantages :

Supportbench’s AI-driven customer summaries offer rapid insights, and the "create a response" feature dramatically boosts our response efficiency.

Inconvénients :

The absence of an offline mode can be limiting, and we had hoped for more hands-on support during the setup.

Great Product with Endless Customization

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

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.

Great app for multi-channel support

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.

Perfect Solution

Commentaires : Supportbench is working well for us as a full-scale Customer management platform. Overall, the experience we’ve had has been quite positive. It’s been an easy tool to deploy and has even saved us a couple clients because of their health scoring giving us a heads up that something might be wrong. Our team was particularly drawn to Supportbench in part because of their high security on Azure Cloud and allowing us to export audit logs to Azure Sentinel.

Avantages :

I appreciated the user-friendly interface and personalization features and of course the support from the Supportbench technical team. The price plan is much lower than we’re use to with everything included, so that’s great.

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.

True Omnichannel Support

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.

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.

Supportbench is more than ticketing system

Commentaires : Supportbench is more than a ticketing system for us, it’s helped us in every area from Support to Success and even with Sales communication.

Avantages :

I’d say the dashboard is a game changer for me. I can clearly see which cases require immediate and urgent action and which are less important. I’m finding I’m not spending time on wasteful activities. The SLA alerts help me resolve issues before any alarm bells go off. I have way fewer complaints coming in.

Inconvénients :

I’ve identified a couple of bugs so far, but their team seems quite responsive.

Supportbench is ideal for complexity

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.

Highly Recommended Tool for Every Customer Support

Commentaires : We’ve recently moved from an older ticketing platform to Supportbench and the transition was easier than we expected. Supportbench is more comprehensive, but at a fraction of the price

Avantages :

It’s so easy to see customer health with Supportbench. At a quick glace, the dashboard gives me health scores of all customers so I know who’s at risk before alarm bells go off. I can respond long before there’s an urgent problem. My teams productivity has had a dramatic increase, our customers are showing way more satisfaction and so far our retention rates are up and churn rates are down.

Inconvénients :

There are a lot of updates to Supportbench and we need to stay on top of all the new features so we can add additional value to the team, but sometimes it’s hard to keep up.

SupportBench is a great software.

Commentaires : Supportbench is simple to use, adaptable and expandable. Their customer team is so responsive and helpful.

Avantages :

The big benefit for us is cost. It’s priced relatively low and we’re not paying for a bunch of ad-ons. We didn’t pay anything to get up and running and they spent a good amount of time getting us all trained up.

Inconvénients :

At some point the UI itself needs a refresher.

Amazing Customer Support!

Commentaires : Ever since we started our free trial, the sales and support from SupportBench have been amazing. They were quick to reply to both usage questions and bug reports. Their response to bug reports and rolling out the fixes makes it clear they take their user experience seriously.

Avantages :

Ease of use and configuration. Flexible workflows that allow you to achieve almost any case flow you can imagine. Fast responses from the support team. Feature requests are taken seriously and in some cases implemented very quickly.

Inconvénients :

There are no webhooks at the time of this review, however, I'm told they are on the roadmap.

Supportbench grows with our growing business.

Commentaires : I think Supportbench is a good choice for businesses without any system in place, looking to centralize all communication and tracking in one.

Avantages :

we lack som technical knowledge but we all adabpted quite comfortably withSupportbench. It was a much smoother transition than I expected. We didn't have anything in place, and now we have this great system helping us track everything. We use email as our main form of communication but it's great that it's omnichannel in case this changes for us.

Inconvénients :

The per agent pricing is quite reasonable for us at this moment as we paid for 2 years upfront. Hoping this rate remains consistent throughout.

Supportbench usage analytics

Commentaires : Supportbench is working quite well for us because it has multiple means of communication for our customers to use. They’re able to answer a lot of issues on their own but they can easily get to us for answers if they need.

Avantages :

My favorite part of Supportbench is how fully integrated it is with different systems. It gives me a seamless working environment where I don’t have to deal with the mess of multiple tools.

Inconvénients :

There was a bit of a learning curve for me to get use to Supportbench. I was so used to having multiple plug-ins that one system took some getting use to.

Case management system as it should be.

Commentaires : Better case management and customer success and satisfaction.

Avantages :

No frills or thrills case management system. Not overwhelmed with full PSA features so makes it easier to implement and use. Can be easily integrated with other systems. Flexible. Excellent GUI. Available mobile app. Staff always ready to assist.

Inconvénients :

A billing system would improve the product and take it to a new level. The app needs some improvements.

Support Bench - Case Management

Commentaires : Support Bench 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.

Avantages :

Very flexible - Support Bench can be tuned to work the way I want it to. There are different teams within my organization that use Support Bench 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 Support Bench within the organization. It is incredibly scalable and there are no concerns about adding users or teams.

Inconvénients :

The learning curve can be a bit high. I think this depends on what you want to accomplish. Because Support Bench 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.