Supportbench

Transformative Customer Support with Supportbench

Comments: We've seen a remarkable shift in how we manage customer interactions but also in the way our Support team is organized. Having a more personalized as well as automated approach to customers has lead to higher satisfaction rates for them as well as our staff in general.

Pros:

The AI Predictive CES really stands out for our team because it seems to be able to accurately predict customer satisfaction and sentiment. The results have been making our responses more impactful and personalized.

Cons:

We’ve asked when it will have more multilanguage support and are still waiting.

Autonomous Support System Transformation

Comments: Supportbench has enabled us to scale our operations and meet growing demands without compromising quality.

Pros:

The chatbots and advanced customer administration allow our team to operate more independently.

Cons:

The apprehension about system change was real, but the gains in customer support quality have been undeniable.

Supportbench Review

Comments: We've encountered some bugs with Supportbench but their team has been very quick to respond and resolve the issues. They also check in regularly to see how we're doing. The support has been great so far.

Pros:

The support from their team is great. They are quick to respond and have had all the answers to my questions.

Cons:

The UX could use some improvement. The agent desk interface seems a little bit bulky and has a different feel than other web applications.

Revolutionizing Customer Support with Supportbench

Comments: Our response times improved, and customer relationships grew stronger thanks to the deep insights.

Pros:

Love how the sentiment analysis and emotional scoring help us understand our customers better.

Cons:

The switch from our old system was daunting, but the results with Supportbench made it worthwhile.

Empowering our team with Supportbench

Comments: The support bench impressed us with its exceptional features. Their reports on customers that use AI give us quick information that helps us understand what our customers want better. Moreover, the "create a response" feature has revolutionized our response times, allowing us to engage with our customers swiftly and efficiently.The benefits to our company have been remarkable. Support bench has empowered our support team to be more proactive and efficient than ever before. This, in turn, has led to heightened customer satisfaction levels, as our customers receive quicker and more personalized assistance. As a result, our company has experienced substantial growth, both in terms of revenue and reputation.However, it's worth mentioning that while Supportbench excels in many aspects, the absence of an offline mode can occasionally pose limitations. Additionally, we had hoped for more hands-on support during the initial setup phase. These minor drawbacks aside, Supportbench has undeniably transformed the way we manage customer support, and its benefits far outweigh any limitations.

Pros:

Supportbench's AI-driven customer summaries have been a real game-changer for our team. They offer rapid insights that help us better understand our customers' needs and concerns. The "create a response" feature is a true gem, dramatically boosting our response efficiency. It's like having a trusted assistant that streamlines our workflow and ensures we provide top-notch support.

Cons:

The absence of an offline mode can be limiting, and we had hoped for more hands-on support during the setup.

True Case management with Supportbench

Comments: Supportbench has not only enhanced our customer support but also played a pivotal role in team accountability and performance tracking. The customizable SLA’s have been pivotal in this respect.

Pros:

We’ve been able to customize the Supportbench dashboards and KPI scorecards. That’s something we were never really able to do in quite an intuitive ways. Its malleable enough that we’re able to work the way we want to work. Also we have a clear view of our performance and areas to improve.

Cons:

We haven’t gotten through the whole system yet. I can see there are a lot more feature sets we could be using if we took the time at a department level.

A New Era of Customer Support with Supportbench

Comments: Since implementing Supportbench, we’ve seen a marked improvement in customer response times and overall satisfaction. It’s made a real difference.

Pros:

We’ve been waiting for a chatbot like Supportbench’s, it’s been a standout feature for us. We’re able to get quick responses to customer inquiries and I’ve noticed it’s reduced our workload significantly.

Cons:

They have a really impressive range of features, but it’s hard to keep track of all the new ones.

A New Way of Ticketing with Supportbench

Comments: it has led to a more proactive approach in customer management and for now, fewer escalations.

Pros:

The health scoring is definitely a standout. Gave me insights i didn't have before, certainly not in a ticketing tool.

Cons:

Going from many tools to one was an adjustment, but it is not having all systems communicating.

SupportBench – Elevating Customer Service to new heights

Comments: Maintaining a reliable and efficient customer service base is no easy task especially if you’re receiving requests and responses left, right, and centre but with SupportBench I am able to do this and MORE! At the end of the day, I would not want to compromise my business and with SupportBench I don’t need to as it is cost-effective and efficient.

Pros:

As a business owner, Supportbench allows me to view my sales data as well as create workflows on our customer's information. Supportbench’s exciting feature allows me to view and respond to customer’s requests and questions more efficiently than usual. Integrating chatbots using ChatGPT is an amazing feature I thought I never needed. Customizable, user-friendly, and affordable sums up my satisfaction.

Cons:

This is not a red cross against SupportBench but I do wish for their support to be as efficient as the SupportBench tool.

Achieving Excellence with Supportbench

Comments: With Supportbench, our support team has become more proactive and efficient, enhancing customer satisfaction and company growth.

Pros:

Supportbench’s AI-driven customer summaries offer rapid insights, and the "create a response" feature dramatically boosts our response efficiency.

Cons:

The absence of an offline mode can be limiting, and we had hoped for more hands-on support during the setup.

A Comprehensive SUPPORT Solution

Comments: 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.

Pros:

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.

Cons:

There are some reporting features we’re waiting for, however, Supportbench’s documentation and internal support has been great with work-arounds.

Switch to Supportbench

Comments: We had a fractured Support process and with Supoortbench's KCS knowledge base, we have been able to revamp our entire customer support department for the better.

Pros:

Migrating from Jira was like swapping SVN for Git. Dynamic SLAs? That's some real-time multithreading magic. The 360-degree customer overviews? Like monitoring with Prometheus on steroids.

Cons:

Their documentation feels like an obfuscated code contest winner. Informative, but a tad puzzling.The general impression of Supportbench:Supportbench is the DevOps of customer support platforms: a CI/CD dream, minus the occasional merge conflict.

Resolving IT tickets in NO Time

Comments: Working in customer support is challenging at the best of times and Supportbench has become my favorite software. It helps me organize my work, notifies me of things I need to get done, and makes my life a lot easier. I also have to give a shout out to their support team, I read reviews before I started my trial that said they were great, and they really are and make you feel like they are a part of your team.

Pros:

From the initial trial to the onboarding, it’s been surprisingly friendly and easy to walk through. You don’t have to be an IT expert to know how to use it or add integrations, you just need to know what you want, which can be challenging. For things that I haven’t been able to answer, I’ve been able to find videos that are easy to follow and if I can find one, their support team made videos for our team to watch and follow. One of my favorite parts is that we can brand it with our company logo and colors, it makes it feel like software built just for us 😊

Cons:

The user interface takes a bit of getting used to as they so things pretty different from any other ticketing systems I’ve used in the past. Could use some tweaking here and there.

A New kind of Customer Support with Supportbench

Comments: The AI Predictive CES feature is impressive, providing our team real-time insights into customer effort and satisfaction. We were looking for a better Zendesk alternative and we’ve found one.

Pros:

We're now more adept at understanding and meeting our customers' needs, leading to improved relationships and hopefully loyalty.

Cons:

It’s hard to find anything to dislike at this point.

Supportbench is our new hero of Customer Support

Pros:

Switching from Freshdesk to Supportbench has transformed the way we manage our customers. We didn’t realise how challenged our department was until we implemented Supportbench and everything became so easy.

Cons:

The initial setup was a little like trying to herd cats because we have had to completely change the way we’ve been doing things.

Supportbench: Intelligent Customer Support Solutions

Comments: Our support team has enhanced its proficiency in promptly addressing customer requirements, thereby elevating the overall quality of service.

Pros:

The creation of AI knowledge base articles streamlines our operations, saving valuable time and elevating the effectiveness of customer self-service. The intuitive and comprehensive ticketing system further contributes to a seamless user experience.

Cons:

The pricing for the AI features may be perceived as elevated; however, they are integral to the heightened efficiency levels we have attained.

Best customer support platform ever

Comments: We use Supportbench as both our customer service and record management software. Pretty much everything is managed through this platform: all requests, queries, and complaints. The customer portal is well-designed, and the knowledge base articles are easy to access, so the process of dealing with clients seems more professional and systematic.

Pros:

It was easy to get set up and start using Supportbench. A lot of our staff are inexperienced users and start to finish, we were up and running in about a month. We liked that there were no limitations in the plan. We paid one price and got everything included. We don’t feel like we’re going to be constantly ‘upsold’ like our previous system.

Cons:

I did notice the API documentation needs to get updated as its out of date in some areas.

Reducing escalations with Supportbench

Comments: 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.

Pros:

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.

Cons:

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.

Can’t live without Supportbench.

Comments: 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.

Pros:

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!

Cons:

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

Supportbench is more than ticketing system

Comments: Supportbench is more than a ticketing system for us, it’s helped us in every area from Support to Success and even with Sales communication.

Pros:

I’d say the dashboard is a game changer for me. I can clearly see which cases require immediate and urgent action and which are less important. I’m finding I’m not spending time on wasteful activities. The SLA alerts help me resolve issues before any alarm bells go off. I have way fewer complaints coming in.

Cons:

I’ve identified a couple of bugs so far, but their team seems quite responsive.

Streamlining Operations with Supportbench

Comments: 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.

Pros:

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.

Cons:

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

Highly Recommended Tool for Every Customer Support

Comments: We’ve recently moved from an older ticketing platform to Supportbench and the transition was easier than we expected. Supportbench is more comprehensive, but at a fraction of the price

Pros:

It’s so easy to see customer health with Supportbench. At a quick glace, the dashboard gives me health scores of all customers so I know who’s at risk before alarm bells go off. I can respond long before there’s an urgent problem. My teams productivity has had a dramatic increase, our customers are showing way more satisfaction and so far our retention rates are up and churn rates are down.

Cons:

There are a lot of updates to Supportbench and we need to stay on top of all the new features so we can add additional value to the team, but sometimes it’s hard to keep up.

B2B customer Review

Comments: 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.

Pros:

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.

Cons:

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.

Since implementing Supportbench, it’s been easy-to-use and the interface is so intuitive.

Pros:

our main form of communication is Email and Supportbench’s email is seamless. It kind of resembles Outlook, has all the same elements. I don’t have to jump out of ticketing to email and come back again or use an email link. I can stay within Supportbench

Cons:

We’d like to use Supportbench in HR and Sales. There are a lot of features that could work in both departments, but it’s not quite perfect.

Support Bench Saved us Hundred hour

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

Pros:

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]! 😊

Cons:

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.