Supportbench Erfahrungen

Empowering our team with Supportbench

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Support Bench - Case Management

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Wais-Benin

Kommentare: This software has marked its place with us, to help companies in quick results to meet customer expectations but more improvement is needed.

Vorteile:

It is an incredible software for me thanks to the ease of work of access of customers and companies to its management of the service catalogue, remote control...

Nachteile:

The remark made is that the notification system is not yet good

Good for sharing data sent to a distribution list

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

Vorteile:

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

Nachteile:

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

Data-Driven Support

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

Vorteile:

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

Nachteile:

The software could improve by expanding its multilingual capabilities.

Working with Supportbench is a partnership

Kommentare: Supportbench is helping us support our customers as we always have done, but it is now giving us the ability to move to giving our customers a better service as we now have a better understanding of what they need through analytics and data rather then the 'gut feel'. The biggest asset Supportbench has is their team, they are responsive, they want to understand how your business works, and are continuously looking to add value to what they are offering so you in turn can offer more to your customer. When working with the Supportbench team it is a partnership, we are all working together to get the best for our customers and teams.

Vorteile:

1. The ability to view what types of communications are coming into my team, allowing for more specific and valuable coaching and training of the team. 2. Supportbench allows each 'case' to stay together, by that I mean all emails, phone calls, notes are all in one place, if you want the information you just have to go to one case, instead of looking at multiple emails, notes etc. This is a game changer for my team. 3. the ability to use specific words within the content of an email to prioritize or direct that case to specific team members 4.Ease of customization of the screens, drop downs, create mandatory fields etc 4.Detailed reporting of KPI's for the team, but also specific customer details, reasons for contact, number of contacts, time taken to respond etc.

Nachteile:

Initially my team were a little resistant to the change, having just used MS Outlook, but with the Supportbench team's support we were able to implement changes that made it more tuned into my teams needs and made it more 'comfortable' for them to use.

Supportbench Customer Service Management Review

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

A Comprehensive SUPPORT Solution

Kommentare: Thus far, our experience with Supportbench has been fantastic. It’s been the perfect system for managing our high volume of incoming cases extremely quickly and easily.

Vorteile:

One big draw to Supportbench is the price point. It’s incredibly cost-effective, especially when factoring in the volume of feature sets as we’ve been able to replace some other expensive tools with Supportbench. We also didn’t spend a lot on the initial set-up and training.

Nachteile:

There are some reporting features we’re waiting for, however, Supportbench’s documentation and internal support has been great with work-arounds.

Easy to navigate Support platform.

Kommentare: Needed Salesforce and Jira integrations, not just plug-ins, and Supporbench was the only system that could do that for us, with chat.

Vorteile:

The Supportbench pricing model helped suit our smaller company as we are growing. We’re paying a reasonable per-agent rate and it only incrementally increases as we scale. The first in first out prioritization of most systems haven’t ever suited us, the method of SLAs of Supportbench works well with our complex workflows.

Nachteile:

Their trial version was gated so we couldn’t just test it out without reaching the

Integration works really well

Kommentare: Tried every kinds of the analysis functions which are AI driven offers real-time insights and lets you have more knowledge about customer behaviour.

Vorteile:

Has customizable dashboards that are empowered with AI integrated Chatgpt knowlegde, lots of chatbot capabilities and integrates with SalesForce and Hubspot. The general design is also very appealing.

Nachteile:

Needs to have a step by step guide for first installation and for using the product as the customer support may not be enough for every queries.

Great Product with Endless Customization

Kommentare: 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.

Vorteile:

Please refer to comments

Nachteile:

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.

Vorteile:

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.

Nachteile:

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!!

Kommentare: 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!

Vorteile:

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!

Nachteile:

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

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Resolving IT tickets in NO Time

Kommentare: 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.

Vorteile:

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 😊

Nachteile:

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.

Best Decision I ever made

Kommentare: 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.

Vorteile:

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.

Nachteile:

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 is more than ticketing system

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Supportbench is ideal for complexity

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Kommentare: 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

Vorteile:

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.

Nachteile:

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.

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

Vorteile:

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.

Nachteile:

At some point the UI itself needs a refresher.

Amazing Customer Support!

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

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

Vorteile:

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.

Nachteile:

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.

Overall platform short summary

Kommentare: a perfect match for Business - to - business Client Engagement Management with a comprehensive set of IT and help desk tools It's a customer service platform that allows companies to provide great Help Desk, Complaint Management, and other services to the customer.

Vorteile:

Both customers and clients will appreciate how easy it is to submit a ticket via your platform. You'll love how quickly smooth and easy  it is to assign tickets to Customer Customer Services and Enterprise.

Nachteile:

few option for integration should add more platform for integration and there is small slackness in using this platform

A Refreshing Facelift for Customer Support

Vorteile:

Shifting from Freshdesk to Supportbench was like discovering a secret passage to success. Our customer support management has never been smoother, and the personalized service we can now offer has given us a huge advantage over our competitors.

Nachteile:

The initial setup was a heavy lift as we had so many previous tools to replace with Supportbench.

Case management system as it should be.

Kommentare: Better case management and customer success and satisfaction.

Vorteile:

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.

Nachteile:

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