Supportbench

All-in-one-Ticketingsystem für den technischen Support und die Kundenbetreuung

Gesamtbewertung

4,9 /5
(63)
Preis-Leistungs-Verhältnis
4,9/5
Funktionen
4,7/5
Bedienkomfort
4,7/5
Kundenbetreuung
4,9/5

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63 Bewertungen

Kevin
Gesamtbewertung
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

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  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

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

Bewertet am 17.1.2018

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

Vorteile

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.

Nachteile

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.

Tsitsi Hazel
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 7.0 /10

Supportbench Customer Service Management Review

Bewertet am 22.5.2022

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.

In Betracht gezogene Alternativen

Microsoft Outlook, Freshdesk, Zoho Desk, TeamSupport und Zendesk Suite

Gründe für den Wechsel zu Supportbench

Supportbench offers highly interactive use and design, as well as customization.
Verifizierter Rezensent
Gesamtbewertung
  • Branche: Geschäftsbedarf & -einrichtung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Easy to navigate Support platform.

Bewertet am 2.3.2023

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

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu Supportbench

It offers many support features which cover a wide variety of areas of expertise that enhance customer service delivery manageable.
Maximiliano
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 4.0 /10

Good for sharing data sent to a distribution list

Bewertet am 10.4.2018

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

Antwort von Supportbench Services Übersetzen auf: Deutsch

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.

Amarachukwu
Gesamtbewertung
  • Branche: Vorstandsbüro
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Best system for high volume Email management

Bewertet am 17.3.2023

Vorteile

The transition from our previous system to SupportBench has been way less painful than we expected. Their data migration process is quite seamless and there wasn’t much in the way of lag time or real delays getting up and running.Their email management is key for us as most, if not all of our communication is through email and you can comfortably live in the Supportbench email as it almost exactly mimics Outlook. Also, all of our communication has much better visibility than before and we can look at cases in great detail.

Nachteile

During the frequent updates, there’s additional features added that we don’t have time to go through.

Pias
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Reducing escalations with Supportbench

Bewertet am 18.3.2023

Unlike our previous system, Supportbench is super easy to use. Because of the cohesiveness and analytics imbedded in the dashboard, our customer’s problems immediately clear and it’s much easier to solve tickets.

Vorteile

Because of the Supportbench SLA’s and knowledge base features there are customized prompts that give quick solutions to our team and to customers and prevents unnecessary tickets being opened. We’ve been able to maintain consistent entries and reduce escalations, to a point that our retention rates have increased.

Nachteile

Their internal support team is great, but I don't want to ask all the time. I think I need another training session to explore the system further.

Nkechi Eucharia
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

B2B customer Review

Bewertet am 21.2.2023

In my experience, Supportbench has been an outstanding platform for delivering exceptional customer service and support .it is user-friendly, flexible, and ideal for all our customer's issues and escalations.

Vorteile

The interface and tools such as the scorecards and sentiments analysis and great workflow automation are helping us monitor all customer's activities. Retention is of high concern for us, So our customer satisfaction is the ultimate goal for our Support team and the SupportBench helps to achieve this.

Nachteile

There have a lot of amazing features with more being added daily as it seems. One has to keep up to be able to fully utilize all that it has. With the amazing support team, this con is easily handled as they help you walk through the process or challenges.

Albert
Gesamtbewertung
  • Branche: Bankwesen
  • Unternehmensgröße: 10 000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Supportbench

Bewertet am 21.2.2023

General Impression:Supportbench allowed me to keep good control of our case management and has allowed me to improve response times and quality of service

Vorteile

ProsIt’s been quite easy for us to use on the internal support end, but also on the customer end with regard to the knowledge base and customer portal. We’re able to effortlessly keep track of everything because there seems to be some seriously intuitive AI automation going on in the background.

Nachteile

ConsWe’re paying for agents that aren’t all using the platform. We definitely need to reduce some agent privileges.

Shohag
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Can’t live without Supportbench.

Bewertet am 18.3.2023

The team at Supportbench was integral to taking our department to the next level. Even after onboarding and training of the platform, they stayed in contact with us to ensure our workflows were optimal and we were using Supportbench to the full extent to maximize Customer Success.

Vorteile

The internal team at Supportbench helped us at every step, before data migration, to organize our department better and after training to ensure every team member was making the most of the platform. Supportbench is such an intuitive system and I’ve been able to customize it to speed up my workflows and efficiency. It’s made a world of difference for our team, department and the departments we interact on a daily basis with. Can’t live without it!

Nachteile

The team at Supportbench is exceptional. I wonder if they’d be doing so well without such a stellar internal support team.

Nedys
Gesamtbewertung
  • Branche: Internet
  • Unternehmensgröße: Selbstständig
  • Täglich für Kostenlose Testversion genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Streamlining Operations with Supportbench

Bewertet am 14.3.2023

Since everything is integrated into one place with Supportbench, we have the added advantage of being able to customize the way we manage tasks, whether they are independent or in teams, which gives complete visibility to everyone, thus increasing satisfaction for each client.

Vorteile

A big plus for us is Supportbench’s ticket management. The platform makes it easy to assign tickets to the right team members and track their progress. This has helped us ensure that no tickets fall through the cracks and that our customers receive timely support, no matter how complex the issue is. Additionally, the platform integrates with all of our existing tools, such as Salesforce and Slack, making it easy to manage all of our support operations from one place.

Nachteile

It would be great to have the ability to create custom plugins, but they only have an API right now.

Jason
Gesamtbewertung
  • Branche: Groߟhandel
  • Unternehmensgröße: 1 001–5 000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Support Bench - Case Management

Bewertet am 18.5.2022

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.

Eilis
Gesamtbewertung
  • Branche: Groߟhandel
  • Unternehmensgröße: 1 001–5 000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Working with Supportbench is a partnership

Bewertet am 17.1.2020

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.

In Betracht gezogene Alternativen

Salesforce Sales Cloud, Dixa und Zendesk Suite

Warum Supportbench gewählt wurde

Visibility, duplication, reporting

Gründe für den Wechsel zu Supportbench

Demo support, presentation by the team, available features, cost
Floyd
Gesamtbewertung
  • Branche: Marketing & Werbung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

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

Bewertet am 9.12.2019

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

Vorteile

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!

Nachteile

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.

In Betracht gezogene Alternativen

Freshdesk, Salesforce Sales Cloud und Zendesk Suite

Warum Supportbench gewählt wurde

You know how it is, Zendesk can be a pain. Irritating to manage, doesn't always put customer service person (tool user) first together with customer, and a hassle to integrate with other tools that you do need to complement their system.

Zuvor genutzte Software

Zendesk Suite

Gründe für den Wechsel zu Supportbench

Cheaper + easier to set up + easier to manage. It also saved us money over the whole!
chris
Gesamtbewertung
  • Branche: Militär
  • Unternehmensgröße: 501–1 000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Great Product with Endless Customization

Bewertet am 18.4.2017

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

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Next-level Customer Contact Management

Bewertet am 14.5.2022

Overall, this product has really changed my experience in IT/Helpdesk support. I can't recommend it enough, and hope other companies get on board with using it, as I feel it'll help many other support technicians simplify their time at work, just as it's simplified mine.

Vorteile

This software has been incredible in helping us track ticket requests more accurately, with a wonderful interface, to boot. The notes have been a huge help in keeping track of the situations on each ticket, and it does this better than other software, in my opinion.

I have yet to see any real errors, which I can't say for a large amount of other ticket-management software out there. The lack of limit on queues has been amazing for keeping things organized and flowing well during heavy-traffic business hours. The interface is also amazingly clean and simple in its design, while still having all the features easily accessible.

It's astounding how well this software is designed, and I hope to see it grow. I've learned a lot about what support desk software is capable of without breaking the bank for the company. Every time I've needed help, they've always been able to fix it within a few minutes, as well. They provide truly top-notch customer support that I feel falls off a bit with the more expensive and higher-end software, such as Zendesk.

Nachteile

There was a bit of a hiccup as I was learning how to use it, but it ended up being on me. Their customer support came to the rescue once again and helped me sort it out in no time, so I honestly can't say I have a con at this point.

Daniel
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

A Comprehensive SUPPORT Solution

Bewertet am 20.3.2023

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.

In Betracht gezogene Alternativen

Freshdesk

Warum Supportbench gewählt wurde

There are many reasons I choose to switch from Desk.com to SupportBench. Some of the features and benefits offered by SupportBench that are attractive to me Like more customization and automation options, better customer service analytics, improved customer support features such as ticket routing, and more. Additionally, SupportBench offers more affordable pricing plans than Desk.com.

Gründe für den Wechsel zu Supportbench

I chose Supportbench over Freshdesk because it offers a more reliable and user-friendly interface. All these features make Supportbench a better choice for me.
Jatinder
Gesamtbewertung
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

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

Bewertet am 4.7.2017

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.

Antwort von Supportbench Services Übersetzen auf: Deutsch

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.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Logistik & Lieferkette
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

The end of a long and tiring search for the right helpdesk

Bewertet am 22.1.2019

It took me several false starts and a lot of research before I found Support Bench. I wish I'd found them first, it would have saved me a chunk of time and money. It has addressed all our current help desk requirements and looks like it's capable of growing with us as we take on more staff and improve our process.

It's clear that they are constantly developing and refining the product.

Vorteile

I spent way longer than I wanted to, or expected to, trying to find a good system.

The team behind this software is extremely responsive. I had a few questions and a couple of issues when first getting started and they responded extremely quickly and helped me get back on track. They are also willing to consider suggestions and feature requests and have already actioned a couple of small requests I made.

The SLA warnings are very useful and it's easy to spot when items are starting to slip.

Setting up responses and templates is very straightforward.

Extremely competitive price means that any size company will be able to run this desk.

Super-friendly team. It's clear the guys get on great and are very enjoyable to work with.

Nachteile

I'd like to be able to customize the views a little more - for example I'd like to be able to resize the column widths which is not currently possible, but I have heard it's something they are working on.

Workflows work perfectly but are not as simple to set up as some systems I tried out.

Julie
Gesamtbewertung
  • Branche: Bekleidung & Mode
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Title: Streamlined NPS with Supportbench

Bewertet am 15.3.2023

Vorteile

Overall:I've been using Supportbench for a while now, and it has been a significant asset to our customer support operations. One of the standouts for us is the NPS management tools; it’s helping us improve our scores and gather valuable feedback from our customers.Pros:The customizable surveys have been a game-changer; allowing us to ask specific questions that help us identify areas for improvement in our products and services. We've been able to track our NPS scores over time, which has helped us set goals and monitor our progress.

Nachteile

Cons:Some of the more advanced features require additional training and onboarding, which has been somewhat time-consuming for us.

Verifizierter Rezensent
Gesamtbewertung
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

SUPPORTBENCH is hands-down the best Customer Service Tool out there!!

Bewertet am 16.4.2018

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.

Amanda
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 501–1 000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Supportbench lets me focus on other needs of the business

Bewertet am 25.5.2022

I love how Supportbench allows me to focus on all my other tasks, outside of problem solving. Since implementing Supportbench we’ve been able to connect all departments, allowing both our Sales and Marketing teams to see overlapping themes and focus on big picture improvements.

Vorteile

Supportbench has markedly raised our customer happiness and made my teams more efficient. Supportbench’s third-party platform integrations are seamless; they’re not plug ins. We’ve already been able to let go of 2 tools we were using/paying for because Supportbench does it within the system already. Also, there aren't any limits on the plan. You get everything included and no one has been bothering to upsell our company.

Nachteile

The customer portal, if you want to customize it, you need some coding expertise. However the Supportbench team can make almost all types of modifications as you need them.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Bekleidung & Mode
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

"Exceptional Service, Happy Customers":)

Bewertet am 21.2.2023

We’re focused on the Post-sale experience, so what we’re most concerned about is the customer portal and knowledge base and Supportbench accomplishes both with precision.

Vorteile

The big draw for me is the reporting analytics within Supportbench. It’s given us invaluable insights into our customers and staff. Insights we’ve never had before.

Nachteile

We couldn’t get up a running at the click of a button. It took 2 weeks to get the team fully up to speed, but now that we’re up a running, we haven’t had much in the way of disruptions.

Sandeep
Gesamtbewertung
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 9.0 /10

Great app for multi-channel support

Bewertet am 13.2.2023

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.

Samuel
Gesamtbewertung
  • Branche: Marketing & Werbung
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Support Bench Saved us Hundred hour

Bewertet am 22.2.2023

There are still some integrations in the system that we’re looking for and looking forward to them building it down the line.

Vorteile

We have been using Supportbench for a over a year now and it has been helping us streamline our workflows. The customer support team at Supportbench is also incredibly friendly and helpful; shout out to [sensitive content hidden]! 😊

Nachteile

Some of the features in Supportbench… I’ve never seen them in any system. It’s great as I can work the way I want to work with the tool that I need at my finger tips. The system's features are also well-organized, it feels as though a Support Team actually built it.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Einzelhandel
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

The ultimate customer support experience.

Bewertet am 1.3.2023

Vorteile

Supportbench has helped us increase efficiencies in all areas of customer service, but also their own Support team helped us fix a lot of the ways we had mismanaged our Support and Success department. I feel they went above and beyond with their assistance.

Nachteile

We had some challenges at the start as we had a lot of different information in completely different places. Supportbench took some time but helped us bring almost everything into one place.