Supportbench software is an omnichannel platform used by your teams to communicate and make better business decisions with customers. Increase your team's productivity, manage team calendars SLA, or service ticket. Collect Net Promoter Scoring and customer surveys on Real-time analytics. The software integrates with Slack, JIRA, Salesforce, LiveChat, and more. Small, Medium and Large companies make use of the software.
|Support||Business Hours Online||Customer Type||Large Enterprises Medium Business Small Business|
|API||Contact||Vancouver, British Columbia|
|Deployment||SaaS/Web/Cloud||Category||Help Desk Software|
$30 per Agent per Month
Based upon the Number of Agents, the pricing plan varies. Contact the vendor to get the latest pricing detail.
Disclaimer: The pricing details were last updated on 14/05/2019 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
Pros: Please see overall experience below for pros.
Cons: Please see overall experience below for cons.
Overall: We have been using Supportbench for the last 4 months. I have been able to download an extensive amount of data into the data base to help me support our customers and employees. Cases are easy to build and follow throughout the entire process. The best part of Supportbench is the help I have received from representative at Supportbench. If I have an issue with the software or there is a feature that we could use to make my job easier, he has been extremely proactive to get it taken care of or give me the answers I need to move forward. I highly recommend Supportbench if you need to track any cases for support within your company.
Pros: 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.
Cons: 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.
Overall: 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.
Offers a great analytic tool where you get your customer requests and insights analyzed to fit best for action. affordable, its customer friendly in that its designed in way that makes customers comfortable while sharing their experiences, creates customized surveys that deliver just the right customer insights.
Requires time to learn some of its complex tools but after that you get an amazing customer service tool.
Its an amazing way to engage your customers in user forums and acquire insight on your product and services.
getting customer insight, CRM.
Pros: Customer Service and Support are outstanding. The product is always evolving with new features and enhancements.
Cons: Any small issues that have been discovered have been addresses quickly by the support staff. In addition they have added functionality when needed.
Overall: Tracking of issues, ability to pass on issue for escalation or follow up. In addition, the tool allows customers to see the organization and tracking of the issue and feel secure that all issues are being reviewed. Furthermore, the ability to track SLA information helps show end customers that support levels are being achieved.
Pros: 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!
Cons: 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.
Overall: 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!
Pros: ease of use - once we understood how it worked, it was easy! The naming conventions used gave a little trouble to start with but once we got that worked out, it was better (internal notes vs phone calls for metrics)
Cons: Not as intuitive as out of the box as I would have liked, which is why it needed some tweaking. The staff has been helping us with the tweaks we needed to make it a better customer service tool for us. Search was an issue but is much better now.
Pros: 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.
Cons: A billing system would improve the product and take it to a new level. The app needs some improvements.
Overall: Better case management and customer success and satisfaction.
Thank you Jason for the valuable feedback. We are working hard on creating both a new mobile experience and billing functionality. Stay tuned :)
Pros: The application has a clean look, which makes it easy to navigate and use. User adoption is important and everyone using it seems to like it.
Overall: It is a very capable and easy to use case management solution with great support, which helps with ease of customization and user adoption.
Thank you Todd for the valuable feedback and we are incredibly happy to hear that we are able to help your team. If we can help or improve your experience even more, please reach out anytime.
Pros: The customization and ability to have updates made when requested. It is simple and not overwhelming for our team.
Cons: Haven't run into much that we do not like. I guess the least favorite thing is the technical coding in the background but their team does help with that!
Thank you Ryan for the great feedback. Customer satisfaction is our top priority and it's amazing to hear that we are doing our job :)
Pros: It allows us to see what is going on with all requests sent to our support DL. We stopped relying on emails
Cons: You can miss replies to already existing cases. Notifications are not good enough. Cases get insanely duplicated
Overall: Not much, just having all support requests stored in the same place and shared between all team memebers
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.
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