SupportBee

A help desk platform with potential growth

Kommentare: We have been able to use the knowledge base with SupportBee to provide information about queries, execution scripts and solutions to problems in our databases. We can also report incidents about whether our applications have failures. In addition, we previously reported incidents through calls that had higher costs than those assumed with SupportBee.

Vorteile:

SupportBee is very easy to use and helps resolve incidents quickly and efficiently. The features that I like the most are: 1.- The helpdesk portal is similar to the user interface of an email, so adapting to its use will be quick. 2.- You can generate significant reports on our volume of tickets resolved in a period of time. 3.- It is possible to create a knowledge base to provide customers with answers to their frequently asked questions. 4.- It has a tool to establish reminder events, so that you can always be aware of the activities in the organization. 5.- It has a highly competitive price. 6.- It is a software with great experience, so it is backed by various market providers. 7.- It has extensive documentation on its website.

Nachteile:

SupportBee should improve its loading times in the browser, since it is slower when there are many entries in the mailbox. It is also not recommended to open the application in Safari or Firefox because they are not optimized to support it.

Clear and easy set-up and workflow...

Kommentare: I like the easy set-up and I can start working with it right away. And it works professionally for my company.

Vorteile:

What I like is that it fits my company size. I can work with it quite easy so I don't have to go through a big learning curve. My clients can easily leave a ticket through a button on my website and raise a question.

Nachteile:

Maybe it can be expanded with a chat-function?

Does part of the job but could be so much better

Vorteile:

Possibility to manage incoming messages in teams, to see messages from all the teams, to assign messages to coworkers, to add comments. Support team answers quickly to questions.

Nachteile:

Search feature is completely useless. Formatting a message properly is a nightmare, especially when copy/pasting formatted text. Snippets management is not user friendly. Filtering messages from a particular team if you are not a member of the team does not work as expected.

Multiple Knowledge Bases

Kommentare: It has been a very positive experience overall so far. Their customer service is top tier.

Vorteile:

We were most impressed with the ability to easily set up multiple, seperate knowledge bases and ticketing systems. We have two completely different product lines so being able to differentiate between them was important to us. The user interface is easy to use and aesthetically pleasing.

Nachteile:

There isn't a lot of customization available to the program. For example, I would like to be able to code in my own layout for the knowledge bases.

Perfect for startups and easy to use

Kommentare: Easy to manage customer service and our day to day

Vorteile:

It's integration was extremely easy and quick; the support was extremely helpful in the implementation. Made managing the queries much easier.

Nachteile:

It would be nice to have a phone number to contact support in case of urgent help Emails for survey in English only, would be great to allow option for French / English KPI's dashboard would be ideal and can be improved (including reporting on customer service results).