Home/Help Desk Software/Supportbench vs KustomerUpdated on: April 16, 2024

Compare Supportbench vs Kustomer

70% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
93% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Freshdesk
Freshdesk Help Desk Software (2074 Ratings)
Start Free Trial

Start Free Trial

Start Free Trial

ADD PRODUCT
70% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
93% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Freshdesk

Freshdesk

Help Desk Software (2074 Ratings)
Start Free Trial

Start Free Trial

Start Free Trial

Overview

Summary

Supportbench is a customer support software that empowers teams to foster long-lasting customer relationships. It functions as an omnichannel platform that can be used to extend premium customer support and add value to customer experiences. Managers can use the tool to boost their teams’ ability to handle multiple cases at once through a customisable and single-pane glass view. Supportbench also includes built-in scheduling tools that can be directly synced with a team calendar. Users can even capture customer feedback and calculate relevant KPIs such as the Net Promoter Score, CSAT, and custom surveys. They can then access real-time analytics and scorecards, discover patterns, identify the best-performing agents, and more to make well-informed business decisions. Experiences of customers can be further complemented via a robust knowledge-base and an agent ticket management system. And to make things easier, Supportbench can be integrated with popular tools with the help of a REST API. ..show more

Kustomer is an efficient CRM solution that helps enterprises deliver robust support services to their clients. Powered by AI and process automation, the software goes beyond ordinary ticketing systems, standardising repetitive tasks such as contextualising conversations or sending a basic response. Thus enabling the support team to focus their energy on other relevant tasks. The intelligent system identifies subject matter within every inbound conversation and gets individual customers routed to the right resource. It also allows supervisors to track and intervene during live conversations, if needed. With the flexible software, enterprises can allow their customers to reach out from anywhere, at any time, using the channel of their convenience. Further, with Kustomer organizations get access to AI powered productivity tools, which ensures greater levels of collaboration, segmentation and content management. The software provides comprehensive data security through AWS in certified data centres. It applies security checks, third-party monitoring, to endure data security right at the code level as well as through the entire software development process. ..show more

A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. It is priced affordably and is life-time free for the first three agents. ..show more

Features

AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Automated Routing It helps in automatically directing queries and data to the appropriate agent.

Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Concurrent Calling Allows to place more calls simultaneously without reducing call quality.

Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement

Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.

Document Storage Helps in storing the documents electronically and in a systematic way

Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Known Issue Management Helps to tackle and to manage familiar issues or routine challenges

Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online

Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Multi-Channel Communication Helps in receiving queries and offering help through multiple channels

Multi-brand Help desk Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

Multi-language Support Available in multiple languages to support global customers

Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Social Media Integration Enables integrating the software with social media for better reach and coverage

Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

TECHNICAL DETAILS

Access Monitoring

24/7 (Live rep)

Business Hours

Online

Contact Number/Address

Vancouver, British Columbia

New York, New York - 07078 / +1 212-497-1188

San Bruno, California / +1 (866) 832-3090

API

Deployment

SaaS/Web/Cloud

Mobile - Android

Mobile - iOS

Installed - Windows

Installed - Mac

Customers

Individuals

Freelancers

Large Enterprises

Medium Business

Small Business

Pricing

Pricing Model

Free Trial

Freemium

One-time license

Open-source

Subscription

Quotation Based

Plans

Business
$40 /Month

Best for mid-sized teams

Features

  • Ticket Management
  • Email Management
  • Chat
  • Knowledge Base
  • CSAT, CES, and NPS
  • Website Widget
  • Mobile App
  • Workflow Automation
  • Customer Health Scoring
  • 24/7 Support
  • KPI Scorecards
  • Calendaring
  • REST API
Enterprise
Custom

Best for many large teams

Features

  • Includes features of Business plan, plus
  • Custom Roles Permissions
  • Customer Roles
  • BI Micro-Service for PowerBI and Tableau
  • Single Sign-On (SSO)
  • Live Onboarding Training
  • Dedicated Success Manager
View Price Page
Enterprise
$89 /User/Month

Unlock big CX power for small teams without breaking the bank.

Features

  • Multi-Channel Communication
  • Voice Provider Integration
  • Proactive Service
  • Actionable Integrations
  • Business Process Automation
  • Standard and Custom Reporting
  • Multilingual Support
  • Satisfaction Measurement and Reporting
  • Language Detection
  • Sentiment Analysis
Ultimate
$139 /User/Month

Unleash CX transformations for large teams and get ready for big results.

Features

  • Includes features of Enterprise plan, plus
  • Real-Time User Supervision
  • Enhanced Routing
  • Real-Time Dashboards
  • Live Agent Auditing
  • Unlimited Collaboration Users
  • Sandbox Access
  • Extended API Rate Limit
  • SAML Single Sign-On
  • Set Allowed IP Ranges
  • Uptime SLA
View Price Page
Free
Free

Get going for free

Up to 10 agents

Features

  • Integrated ticketing across email and social
  • Ticket Dispatch
  • Knowledge Base
  • Ticket Trend Report
  • Out-of-the-box analytics and reporting
  • Choose your data center location
  • Team collaboration
  • 24x7 email support
Growth
$18 /User/Month

Intuitive, industry-leading support for growing businesses

Features

  • Includes features of Free plan, plus
  • Automations
  • Collision Detection
  • 1000+ marketplace apps
  • In-depth helpdesk report
  • SLA management & business hours
  • Custom Email Server
  • Custom Ticket Views
  • Custom ticket fields & status
  • Custom SSL
  • Easily track time spent by agents on tickets
  • 24x5 phone support
Pro
$59 /User/Month

Advanced automation for high performance

Features

  • Includes features of Growth plan, plus
  • Multiple products
  • Includes up to 5000 Collaborators
  • Round-robin routing
  • Custom Roles
  • Custom objects
  • Custom Reports and Dashboards
  • Segment customers for personalized support
  • Customer journey
  • Canned forms
  • Manage versions in knowledge base
  • Community forums
  • Extendable API Limits
  • CSAT surveys & reports
  • Multiple SLA policies & business hours
  • SLA reminder & escalation
  • Multilingual knowledge base
  • Custom apps
  • Average handling Time (AHT)
  • Custom Metrics
  • Report Sharing
Enterprise
$95 /User/Month

Fully featured with bots for enterprise-level support

Features

  • Includes features of Pro plan, plus
  • Unlimited products
  • Sandbox
  • Easily manage agent shifts across time zones
  • Audit log
  • Skill-based routing
  • Knowledge base approval workflow
  • Flexible knowledge base hierarchy
  • IP range restriction
View Price Page

SCREENSHOTS

Supportbench Screenshots
View 3 screenshot(s)
Kustomer Screenshots
View 2 screenshot(s)
Freshdesk Screenshots
View 5 screenshot(s)

INTEGRATIONS

  • NinjaOne (NinjaRMM)
  • Slack
  • LiveChat
  • Salesforce
  • Jira
  • Olark
  • Postmark
  • Gmail
  • Customer Thermometer
  • Zipwhip
  • Slack
  • Segment
  • BigCommerce
  • Looker
  • Instabug
  • MessageBird
  • SurveyMonkey
  • Shelf
  • ReCharge
  • Aircall
  • Robly
  • UJET
  • PieSync
  • Nicereply
  • Zingtree
  • TalkDesk
  • Five9
  • Solvvy
  • Twilio Flex
  • Campaign Monitor
  • Constant Contact
  • Acuity Scheduling
  • Klaviyo
  • HubSpot CRM
  • Shopify
  • Jira
  • Calendly
  • Knowlarity
  • Olark
  • Freshchat
  • Userlike
  • Dropbox Business
  • Microsoft Teams
  • Slack
  • MailChimp
  • Nimble
  • HelpOnClick
  • Zoho CRM
  • Harvest
  • iContact
  • SnapEngage
  • Salesforce
  • Shopify
  • Capsule

ALTERNATIVES

Top alternatives to Supportbench

Freshdesk
Freshdesk
Help Scout
Help Scout
Zoho Desk
Zoho Desk
SysAid
SysAid
LiveAgent
LiveAgent

Top alternatives to Kustomer

Salesforce
Salesforce
Gorgias
Gorgias
Zendesk Talk
Zendesk Talk
Freshdesk
Freshdesk
Help Scout
Help Scout