Home/Help Desk Software/Supportbench
Updated on: May 24, 2019
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Supportbench

A Solution to Build Customer Relationships
★★★★★
★★★★★
(14 Ratings) Write Review

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.

Supportbench Features Show All Features

Supportbench Technical details

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

Supportbench Pricing

Pricing ModelFree Trial , Subscription
How much does Supportbench cost ?
The pricing for Supportbench starts at $30.0 per month. Supportbench has a single plan - Supportbench at $30.0 per month.
Supportbench
$30 /Month

$30 per Agent per Month

Features

  • Customizable Surveys / NPS
  • Seamless Integrations
  • Real-time Analytics
  • Communities
  • Built-in Scheduling Tools
  • Intuitive Case Management

Based upon the Number of Agents, the pricing plan varies. Contact the vendor to get the latest pricing detail.

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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.

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Supportbench Reviews

OVERALL RATING
4.6
Based on 14 Rating(s)
Rating Distribution
  • 12
  • 2
  • 0
  • 0
  • 0
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Robert B.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 02 April 2019)
Very helpful tool for my support role in our company.

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.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 21 January 2019)
The end of a long and tiring search for the right helpdesk

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.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 21 August 2018)
"Supportbench is the easy way to follow-up your customers."

What do you like best?

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.

What do you dislike?

Requires time to learn some of its complex tools but after that you get an amazing customer service tool.

Recommendations to others considering the product

Its an amazing way to engage your customers in user forums and acquire insight on your product and services.

What business problems are you solving with the product? What benefits have you realized?

getting customer insight, CRM.

...more
Terri B.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 17 April 2018)
Great tool for tracking current issues as well as research past ones!

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.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 16 April 2018)
SUPPORTBENCH is hands-down the best Customer Service Tool out there!!

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!

...more
Kim H.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 16 April 2018)
good software but needed some tweaking - Staff is very responsive and helpful with fixes.

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.

...more
Jason C.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 14 April 2018)
Case management system as it should be.

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.

Vendor Response

by Supportbench Services on April 16, 2018

Thank you Jason for the valuable feedback. We are working hard on creating both a new mobile experience and billing functionality. Stay tuned :)

...more
Todd T.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 13 April 2018)
Easy to create cases and assign tasks for completion.

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.

Vendor Response

by Supportbench Services on April 16, 2018

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.

...more
RYan H.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 10 April 2018)
Great software and team at SupportBench.

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!

Vendor Response

by Supportbench Services on April 12, 2018

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 :)

...more
Maximiliano O.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 10 April 2018)
Good for sharing data sent to a distribution list

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

Vendor Response

by Supportbench Services on April 12, 2018

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.

...more
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The research is compiled using multiple sources, let us know of any feedback on feedback@saasworthy.com