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SupportBee
Was ist SupportBee?
Kollaborative Lösung, die Kunden-E-Mails in Support-Tickets umwandelt und die Referenzierung von Fall-IDs eliminiert.
Wer verwendet SupportBee?
Das Produkt von SupportBee ist flexibel genug, um sowohl Einzelpersonen als auch Unternehmenskunden zu unterstützen, die mit Tausenden von Tickets arbeiten.
Du bist nicht sicher, ob SupportBee das Richtige ist?
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SupportBee
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Bewertungen über SupportBee
Excellent & Affordable Support App without a "per agent" fee.
Kommentare: I've been using SupportBee since September 2013 and really love it. The pricing model is different from most other Support Ticketing Apps in that you are charged based on volume of support tickets and not on the number of agents. This pricing model means that it's more beneficial and affordable for small businesses where few people were many hats, as one of those 'hats' is doing support. It has all of the essential features that the other established support ticketing companies offer with their apps. And whenever I had a question or issue, I was given a quick and thorough answer by the owner himself.
Vorteile:
- Pricing model is based on volume of tickets, not based on number of agents - Is an "inbox" style of ticketing system. (Customers only need to click reply) - Great after-sales support from the owner - Does not require my support team to be logged into a separate app to answer tickets. They can do it directly from their inbox if they wanted to - Allows me to forward a support email from a customer (which was sent to my direct email address), and it will generate a ticket on behalf of the original sender. *AND* it parses it correctly when sent from my iphone --- This is a HUGE benefit!
Nachteile:
Does not yet offer "How Do You Rate Our Support?" like Help Scout does, but when I asked for this feature, I was told it is on their future roadmap.
In Betracht gezogene Alternativen:
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.
Room for improvement.
Kommentare: Overall this has allowed us the opportunity to document customer requests and issues to have a historical reference which was not happening previously and allowed for things to oftentimes not get addressed at all or very delayed before they got addressed.
Vorteile:
The ability to build an internal knowledge base and external customer kb is a nice feature. I wish the licensense werent so expensive.
Nachteile:
I hate that when you add a customer name and email to supportbee that it doesnt keep the customer name you set when they client responds with email it changes the client name field that is really irritating. It would also be nice if parties cc'd on the case would flow to the same customer and not create a new customer entry in the supportbee customer portal.
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.
In Betracht gezogene Alternativen:
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).
Antwort von SupportBee
vor 4 Jahren
Dear Sama Alobaidy. Thank You for Your Review. It always helps us understanding the customer's needs better. We will consider your requests in future updates.
