Supportbench

Supportbench

par Supportbench Services

Pour qui ?

We serve businesses big and small, from Fortune 500 companies, MSPs, to startups that need the power to compete with their competitors, scale fast, and provide exceptional customer service.

Notes moyennes

17 avis
  • Note globale 4.5/5
  • Facilité d'utilisation 4.4/5
  • Service client 4.8/5
  • Fonctionnalités 4.3/5
  • Rapport qualité-prix 4.7/5

Informations sur le produit

  • À partir de 35,00 $US/mois
  • Prix One price including all the features customer teams need.
  • Version gratuite Non
  • Essai gratuit Oui
  • Déploiement Cloud, SaaS, web
  • Formation Formation présentielle
    Formation en ligne en direct
    Webinaires
    Documentation
  • Ressources d'aide Support en horaire de bureau
    En ligne

Informations sur l'éditeur

  • Supportbench Services
  • https://www.supportbench.com
  • Fondé en 2015

En savoir plus sur Supportbench

A customer management suite that is built for customer support people, by customer support people. We simplified the way organizations like you manage customers and by combining all the tools you need into one single platform; we make your life easier, your team leaner, more insightful and give your customers a unified experience which is why Fortune 500 companies like 3M chose us to manage their customers. After all, once you get your valued customers, its our job to ensure you keep them.

Supportbench - Fonctionnalités

  • Alertes et remontée des problèmes
  • Assistant virtuel
  • Base de connaissances
  • Enquêtes et feedback
  • Gestion des centres d'appel
  • Gestion des e-mails
  • Gestion des flux de travail
  • Gestion des listes d'attente
  • Gestion des rendez-vous
  • Intégration des médias sociaux
  • Messagerie instantanée
  • Mesure des performances
  • Portail libre-service
  • Alertes et remontée des problèmes
  • Chat en temps réel
  • Communication multicanal
  • Gestion de la base de connaissances
  • Gestion des accords de service
  • Gestion des billets
  • Gestion des ressources informatiques
  • Intégration des e-mails
  • Monitoring réseau
  • Portail libre-service
  • Routage automatisé
  • Stockage de documents
  • Stratégie de marque personnalisable
  • Suivi des interactions
  • Arbre de décision
  • Catalogage/catégorisation
  • Collaboration
  • Forums de discussion
  • Gestion de contenu
  • Gestion de la base de connaissances
  • Portail libre-service
  • Recherche en texte intégral

Avis les plus utiles sur Supportbench

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

Publié le 17/01/2018
Kevin B.
Business Analyst
Services financiers, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
5/5
Note globale
4/5
Facilité d'utilisation
5/5
Fonctionnalités
5/5
Support client
5/5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

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.

Amazing tool - all in one but also specialized. Super easy to use, MUCH better performance.

Publié le 09/12/2019
Floyd S.
CEO
Marketing et publicité, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
5/5
Note globale
5/5
Facilité d'utilisation
5/5
Fonctionnalités
5/5
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Amazing, I'd highly recommend it if you want a quick turnaround and solid immediate results!

Avantages: What an amazing tool!
I've gone through some of the other solutions like Zendesk, Freshdesk, and others, but none offers the intuitive use and design like SupportBench. It's super easy to set up, made a big difference for team performance and customer retention right out the gate (23% increased customer retention!), and unlike the others: the tool hasn't let us down since.
Put together it's also much cheaper, so it's a clear win-win-win, while retaining flexibility to integrate with other tools out there.
If you are looking for an easy-to-use system that performs better than any other, yet still has the depth needed to expand its use to multiple areas, look no further! Save some money while you're at it!

Inconvénients: Honestly, I can't think of much! There was some minor dashboard confusion upfront that turned out to be a small user error that was resolved in a minute. Cause that's it, you get great service too.

Great Product with Endless Customization

Publié le 18/04/2017
Chris N.
Operations Manager
Armée, 501-1 000 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
5/5
Note globale
4/5
Facilité d'utilisation
5/5
Fonctionnalités
5/5
Support client
5/5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

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

Good for sharing data sent to a distribution list

Publié le 10/04/2018
Maximiliano O.
Support team
Services et technologies de l'information, 13-50 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
3/5
Note globale
4/5
Facilité d'utilisation
3/5
Fonctionnalités
3/5
Support client
3/5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

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'éditeur

envoyé par Supportbench Services le 12/04/2018

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.

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

Publié le 04/07/2017
Jatinder H.
Systems Administrator
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
5/5
Note globale
4/5
Facilité d'utilisation
5/5
Fonctionnalités
5/5
Support client
5/5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

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.

Réponse de l'éditeur

envoyé par Supportbench Services le 04/07/2017

Thank you Jatinder for the great feedback and with great customers like you, we will keep filling in the gaps (like documentation) and continue to bring you the most adaptable and well supported solution on the market.

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